• Journal of Korea Society of Industrial Information Systems
• /
• v.21 no.4
• /
• pp.95-110
• /
• 2016

The purpose of this study is to design a service encounter of a duty free shop using a blueprinting method. This case study analyzed differences between city-based and airport-based duty free shop and proposed a flow chart based on administration blueprinting of the duty free shop in South Korea. The paper presented process criteria based on administrative procedures of customers in city-based and airport-based duty free shop. The results of the study provided the cause of failure with waiting point of customer and customer service and suggested management plan to solve failure. Also, the study addressed more customer-oriented service delivery processes to improve service quality and customer satisfaction through waiting and failure points.

• Asia Marketing Journal
• /
• v.2 no.1
• /
• pp.99-117
• /
• 2000

서비스는 고객과 종업원간의 상호접촉을 통해 전달되기 때문에 고객접점 직원의 태도와 행동은 고객의 서비스 품질 평가와 만족수준에 매우 큰 영향을 미치며, 우수한 품질의 서비스를 제공하기 위해서는 고객접점 직원들의 관리가 서비스업의 성공에 매우 중한 요인이 된다. 본 연구는 서비스제공에 있어서의 조직의 서비스지향성과 종업원외 직무만족이 서비스 제공 시 종업원들의 태도와 행동에 영향을 미치는가를 밝히기 위해 다중회귀분석을 실시하였다. 그 결과 조직의 서비스 지향성과 종업원의 직무만족이 종업원들의 서비스 지향적인 태도와 행동에 유의하게 영향을 미치고 있음이 확인되었으며, 서비스품질의 각 차원별로 종업원의 서비스지향성율 측정하고 영향 요인들을 비교한 결과, 각 차원들 간에 주요 영향 변수들이 차이가 있음이 밝혀졌다.

• Korea Logistics Conference
• /
• v.10 no.1
• /
• pp.207-219
• /
• 2002

• Korea Information Processing Society Review
• /
• v.8 no.6
• /
• pp.25-30
• /
• 2001

• Korea Information Processing Society Review
• /
• v.8 no.6
• /
• pp.18-24
• /
• 2001

• Journal of the Korea Convergence Society
• /
• v.4 no.3
• /
• pp.7-13
• /
• 2013

The objective of this research is to find out the effect of service provider nonverbal attributes on customer evaluation in service recovery stage. Results showed that first, the better kinesics of service provider, the more satisfaction in service recovery stage. Second, the better service providers have physical appearance, the more revisit intention. But both the kinesics and physical appearance have not an effect on recommendation intention. This paper discussed theoretical and practical focusing on nonverbal attributes of service providers.

• Journal of Distribution Research
• /
• v.12 no.4
• /
• pp.79-108
• /
• 2007

In this study, we measured customers' perception of organization citizenship behaviors of employees which are known as the important factor for improving performance of companies, and examined the path relationship among related variables such as service quality, customer satisfaction, trust, and positive word of mouth. Although there have been many studies of OCB in the marketing field, the majority of these studies measured employee's OCB from the organization's perspective. This study has extended the prior studies by measuring employee's OCB from the customer's perspective. Customers of beauty salons and public houses were researched such that OCB may be applied to more various customer contact situations. The result is as follows. First, employees's OCB had a direct effect on perceived service quality and trust, and had an indirect effect on customer satisfaction. It means that customers evaluate the service quality of employees and trust frontline employees when they observed employees helping other organizational members, orientated customer facilitation beyond the regulated role and showed positive attitudes for their organization. As a result, customers feel more satisfied. Secondly, OCB had an indirect effect on positive word of mouth through mediation of service quality, satisfaction, and trust. Finally, consumer facilitation had the largest effect on consumer attitude among three dimensions of OCB-consumer facilitation, organization involvement, and sportsmanship. We understood the relationship between frontline employee's OCB and customer attitudes, and the necessity of multidimensional approach in measuring employee's OCB from the customer's perspective.

• Proceedings of the Korea Society for Industrial Systems Conference
• /
• 2008.10b
• /
• pp.598-613
• /
• 2008

• Proceedings of the Korea Contents Association Conference
• /
• 2006.05a
• /
• pp.99-102
• /
• 2006

We recognize call centers as a interface frequently interacting with clients, and as the first portal of enterprises promoting customer satisfaction and increasing the rate of customer maintenance. The importance of service quality in call centers is gradually enlarged, as criteria for competitive power of enterprises, and the first-line interface of communications with customers in operating method and business management. Also, Enhancing service quality is the first task of both the management and telemarketers in order to adapt to the customer's requirement level. The curriculum for telemarketer education is not established or standardized within the country yet. We must therefore study on it as soon as possible, though it has a short history and insufficient theoretics. In this paper, we descirbe the development of a formal telemarketer education program in call centers included the result that analyze existing educational programs, and the opinion of call centers.

• Annual Conference of KIPS
• /
• 2015.04a
• /
• pp.463-465
• /
• 2015

사물인터넷 (IoT), 핀테크(Fintech) 등 새로운 기술의 등장으로 보안성에 대한 부분이 커지고 있다. 모든 사물이 인터넷과 연결되는 사물인터넷 기술로 인해 악성행위와의 접점이 크게 증가했으며, 핀테크(Fintech)는 전통적인 보안시스템의 개혁을 요구하고 있기 때문이다. 사물인터넷 환경에서 이루어지는 간편 인증 결제시스템이 발전함에 따라 다양한 보안위협요소가 발생할 것으로 예상한다. 접점의 증가로 인해 고객이 실수로 악성코드를 받게 될 가능성과 사물인터넷의 핵심 기능인 원격접속에 대한 위협이 대표적인 예라고 할 수 있다. 그러나 현재 고객의 단말을 강제로 통제할 수 있는 방법이 전무한 상황이고, 향후 서비스에서 필요한 고객정보수집과 활용에 대한 정책이 필요한 시점에서 발생할 수 있는 해킹 기법을 제안하고자 한다.