• Journal of Korean Society for Quality Management
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• v.47 no.3
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• pp.641-659
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• 2019

Purpose: Recently, the managing customer complaints properly has emerged as key source of competitive advantage in the large distribution industry. Effective customer complaint management helps firms minimize service failures and incense the capability to respond to customer's needs. Despite this importance, the in-depth prior study of a firm's service failures is very limited. Therefore, the actual service failure cases of large discount stores in Korea were analyzed in this study, and the types of service failures that occur at the service interface were identified. Method: Specifically, a total of 48,307 cases of customer complaints that have occurred in the past three years were collected from 1 January 2016 to 31 December 2018. Using 7 dimensions of service marketing mix. we have classified and analyzed systematically the service failure cases collected. Results: Among the cases of service failures, 34,921 (72.3%) cases were involved with the product factor, followed by 6,152 (12.7%) cases with person factor and 5,392 (11.2%) cases with process factor. Conclusion: By linking the main causes of service failure with the service marketing mix variables, this research presented a more systematic analytic model and verified by applying it to large domestic distribution company. Understanding the main factors affecting customer complaints n the large distribution industry can provide managers useful information and insight who want to achieve an effective customer complaint management.

• The Korean Journal of Franchise Management
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• v.14 no.4
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• pp.67-83
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• 2023

Purpose: The beauty market is growing rapidly and becoming more competitive as new shops enter the market and offer similar products and services. The way for industries such as beauty shops to succeed in market competition is to understand customer needs and provide a marketing mix appropriate for those needs. Research design, data, and methodology: The survey was conducted for a total of 4 days from October 4 to October 7, 2023, and a total of 2,431 copies were distributed and 463 copies were returned. Excluding 2 copies with insincere responses, 461 copies were used for analysis. The data were analyzed with SPSS 25.0 and SamrtPLS 4.0. Result: Product, price, promotion, people, and physical evidence influence perceived value, but place and process didn't. Product, process, and physical evidence influence reputation, but price, location, promotion, and people didn't. Perceived value influences revisit intention but did not reputation. Reputation influences revisit intention. Conclusions: First, beauty shops must develop beauty services that can satisfy customers' needs. Second, beauty shops must continue to invest in external facilities and interior design. Third, intangible service processes can help the beauty shop's reputation. Fourth, beauty shops need to maintain a balance between price and perceived value so that customers can be satisfied with the service experience.

• The Research Journal of the Costume Culture
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• v.22 no.1
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• pp.86-98
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• 2014

This study analyzed fashion businesses based on the 6P's, products, prices, place, promotion, people, and patron for business owners in the Myeongdong commercial fashion district. Furthermore, this study proposed plans that would activate the Myeongdong fashion district and continuously develop it as a global fashion city. A survey was conducted from August to September, 2012 for 249 fashion business owners in Myeongdong. Eventually, only 208 questionnaires were used for the analysis. The research results were as follows. First, domestic brands have the largest share in the market and sales of fashion accessories were higher than the sales of clothes. Second, the prices for those fashion items ranged from low to mid-price. Third, the opening of new shops keeps increasing, and the size of the shops falls between ten and twenty pyeong generally. 'Self-production' was the highest form of production compared to any other form, and regarding importation sites, importation from overseas was the highest. Fourth, regarding promotion types, the sales in shops was the most commonly used promotion method compared to television and magazine advertising, and personal selling. Fifth, the proportion of male proprietors was larger than that of female proprietors. Most employees had less than five years of sales experience. Sixth, the main customers were females in their 20s and the proportions of Korean and foreign customers was similar.

• The Korean Journal of Health Service Management
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• v.7 no.3
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• pp.137-147
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• 2013

This study classifies the marketing mix of LASIK eye surgery clinics into 7Ps, examines the influence of each factor of 7Ps(product, place, price, promotion, process, people and physical evidence) on customer satisfaction, and investigates the effect of customer satisfaction on trust and relationship commitment. Survey of 500 patients who received surgeries in 3 eye clinics in Busan area was conducted through self-administered questionnaires, and, with this data, path analysis was performed to estimate the study model. Main result showed that, among 7Ps, product, price, promotion, people and physical evidence had significant positive effect on customer satisfaction which, in turn, had significant positive effect on trust and relationship commitment. Also, it was found that trust positively affected relationship commitment. This result would be considered helpful in medical institution's efforts to establish trust on customer satisfaction and maintain relationship commitment. It also implies that, in order to enhance competitiveness in increasingly competitive medical market, establishment of proper marketing strategy is urgently required where the determinants of customer satisfaction are effectively administered and ultimate relationship commitment of customers based on trust can be maintained and enhanced.

• The Journal of Bigdata
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• v.2 no.1
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• pp.59-69
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• 2017

According to precedent research of disaster economics, most of the studies are either based on belated macroeconomic indicators or are limited to specific industries. It is certain that preventing disaster is important, but immediate analysis and reconstruction policy are crucial as well. This research analyzed the ripple effect of consumer spending followed by April 16 ferry disaster and MERS outbreak; it was done by applying credit card company's real-time big data with Marketing Mix Modeling. The main focus of this research is to see if it is possible to predict the scale of damage during ongoing disasters. It is found that setting up weekly MMM and moving the timeline draws significance conclusion. When disasters or events occur in future, this research may be the basis of building quick and intuitive indicator to monitor possible effects.

• Journal of Digital Contents Society
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• v.18 no.1
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• pp.47-54
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• 2017

In this research, I analyze cases of character packages in Japane, extract the concept of design that was loved by consumers and inmates and succeeded in marketing, and aim to establish the logic and principle. In addition, in the future, when introducing and utilizing the character package design in Korea, this research intends to make a guideline for the development of objective validity and empathic package design. After identifying the design concept and finding the principle by targeting package design of five character of Tohato which mixed various media and expanded sales, I want to find out the cause of success. Therefore, I have studied the theory and principles of enterprise and creative in product strategy through case analysis of character design concept and character package design. As a result, a design that leaving the functional side, having a story, making memories, and inducing a sense of closeness was as a successful case of renewal. In the package design, in some cases, package design execution is more important under the theoretical system according to consumer behavior analysis and Promotion of bold design concept of the design for the success of that concept, deviated from the existing principle.

• Journal of the Korean Society of Clothing and Textiles
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• v.39 no.2
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• pp.190-203
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• 2015

The fashion industry has been rearranged by Global SPA brands (like ZARA and H&M), which are powerful retailers that integrate the value chain ranging from manufacturing to sales. SPA brands can offer good quality of clothing at a reasonable price by cutting the margin between the supply chain. They are also called fast fashions since they make expedited efforts to respond to market trends and consumers. Despite the slow growth of the fashion industry in Korea, as global SPA brands rapidly expand market share, traditional fashion companies have launched several SPA brands such as MIXXO and SPAO (E-LAND), 8SECONDS (CHEIL INDUSTRIES). The few academic studies on this subject are focused on the analysis of secondary data such as news and books. The current research is qualitative and empirical attempts to explore the success factor of SPA brands with analysis of 1:1 in-depth interviews with experts who have worked for global SPAs such as Uniqlo, H&M, and ZARA, based on the grounded theory. The main phenomenon was shown to be that global SPA brands were popular since they offer a variety of products with a large assortment at reasonable and cheap prices in a large scale and multifunctional retail store. Most of them displayed main phenomena that can be realized due to the purchasing cycle of clothing that is shorter with consumers' regarding clothing as consumables. Global SPA brands had three types of marketing strategy: sellable product, sales strategy according to consumer response, and multifunctional stores. Each global SPA brand developed marketing strategies based on core competency and national conditions. The three success factors shorten the consumer decision making process of clothing. This study concludes with implications for practitioners of SPA brands born in Korea.

• Culinary science and hospitality research
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• v.5 no.1
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• pp.175-204
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• 1999

Today, the hotel industry in a whole are facing serious problems with a number of reasons. To overcome this situation, Customer-Oriented Marketing is considered to be a solution for the hotel F & B management, due to the potential of F & B department. The main purpose of this study was to present the Food and Beverage Marketing Mix Strategies suitable for the market characteristics. To achieve the purpose of this study, theoretical and empirical approaches were used. In review of theoritical background, basic concepts and characteristics of hotel F & B, hotel F & B marketing environment, and hotel F & B marketing mix were studied. Based on the theoritical studies and previous studies, F & B marketing mix sub-components were chosen. In this research, F & B 5P's and 1I marketing mix are discussed, they are Product, Price, Promotion, People, Physical evidence and Image. Through the survey, a number of important segment markets are emerged, which lead to essential segment markets ; business, conference and leisure market. F & B marketing mix strategies as follows. First, for the physical evidence mix, to build up the position as deluxe hotels, it is necessary to matte an investment in technical and decorative components. Second, for the people mix, to assure the service quality, the education and training programs for employee are required. Third, for the image mix, to ensure the image of hotel brand strength, the consideration for public area layout, restaurant and bar ambience, and green policy are required. Fourth, for the product and price mix, to differentiate the F & B, it is necessary to offer thorned and ethnic cuisine, and signature restaurants. Fifth, for the promotion mix, to attract more cumstomers, creative and various promotion activities, and long-term investment in customer-oriented marketing are required. There were some limitations in this study. That is, most of hotels don't operate the concrete and effective F & B marketing, have difficulty in getting data base for F & B customer. Despite their limitations, this study add some values to hotel F & B management in that it introduce the service marketing mix strategies to hotel F & B marketing.

• Journal of Digital Convergence
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• v.19 no.10
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• pp.241-246
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• 2021

Although there have been many studies on laws and systems for the proliferation of autonomous vehicles, studies on the activation of autonomous vehicles from a strategic perspective are insufficient. This study examines the issues and problem solving methods of autonomous vehicles. Based on this, plans to activate autonomous vehicles from a strategic point of view are proposed. In order to solve the issues and problems of autonomous vehicles, it is necessary to clearly establish legal and institutional standards based on the reinforcement of the safety of autonomous vehicles. In the event of a traffic accident, who is responsible for the accident and responsibility for compensation should be prioritized. Diffusion strategies are established according to the level of autonomous driving for the activation of autonomous vehicles in strategic perspective. In addition, governmental support policies should be used as triggers for initial activation, and marketing mix strategies should be implemented based on segmentation, targeting, and positioning strategies.

• The Journal of Society for e-Business Studies
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• v.26 no.2
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• pp.61-81
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• 2021

In the era of untact, the "Chabak" using cars as accommodation spaces is attracting attention as a new form of travel. Due to the advantages, including low costs, convenience, and safety, as well as the characteristics of the vehicle enabling independent travel, the demand for Chabak is continuously increasing. Despite the rapid growth of the market and related industries, little academic has investigated this trend. To establish itself as a new type of travel culture and to sustain the growth of related industries, it is essential to understand the public perception of Chabak. Therefore, based on the marketing mix theory and big data analysis, this study analyzes the public perception of Chabak. The results showed that Chabak has established itself as a consumer-led travel culture, contributing to the aftermarket growth of the automobile industry. Additionally, consumers were found to be increasingly inclined to enjoy travel economically and wisely, and actively share information through social media. This initial study on the new travel trend of Chabak is significant in that it employs big data analysis on a theoretical basis.