• Journal of Korea Society of Industrial Information Systems
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• v.24 no.4
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• pp.53-64
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• 2019

This research explored the main and interactive effects of service employee market orientation, service creativity, and national culture(Korea and Japan). To test the hypotheses, responses were collected from 196 Korean and 195 Japan hotel service employee samples. The results showed that service employee market orientation(customer orientation, competitor orientation, and interfunctional coordination) has a positive relationship with service creativity. Also, national culture moderates the relationship between service employee market orientation and service creativity, thereby implying the positive relationship between competitor orientation and service creativity is stronger in Korea than in Japan. In contrast, the positive relationship between interfunctional coordination and service creativity is stronger in Japan than in Korea. Theoretical implications of our findings and practical recommendations for how to address the impact of market orientation on service creativity are discussed.

• The Journal of the Korea Contents Association
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• v.10 no.10
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• pp.318-325
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• 2010

This study is to examine loyalty building model which reflected differentiated traits of professional service to establish strong loyalty for gaining competitive edge. Professional service is where consumer can not easily predict the result of service as well as other common traits. It also has trait that is difficult to evaluate service satisfaction and quality even after using the service because knowledge imbalance between service provider and user is great. Therefore, in professional service, satisfaction and emotion that consumer perceives in the service use process will play critical role in loyalty formation. As a result, the model of this study divided dimension into responsiveness satisfaction which is satisfaction dimension of professional service use process, interaction satisfaction, technical satisfaction and structurally examined the relationship between emotional commitment and cognitive commitment and the relationship between dimension of commitment and loyalty. The analysis result show that dimension of satisfaction which perceived in professional service use process increases both emotional commitment and cognitive commitment and these commitments effect to loyalty formation.

• Journal of the Korea Society of Computer and Information
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• v.4 no.4
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• pp.251-259
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• 1999

In this paper, university hospitals, general hospitals/hospitals, private clinics, Chinese medicine hospitals and clinics in Seoul. Metropolitan Inchon, Kyunggi-do were probed to find out how the variables of service task factor are related to customer satisfaction, and to find out the determinants of medical service task(tangible quality, flexibility, cost, time and managerial skills), and anticipation factors, and respective items of customer satisfaction through statistical analysis. The meaning of the above mentioned findings should be carefully understood and construed due to the following problems. Because the factors why patients select hospitals were measured limitedly. it cannot show everything I intended to suggest. Especially due to the insufficient number if items. customer satisfaction variables are too limited. Reflecting the developing changes in various medical environments, hospitals could meet the objective of maintenance and prosperity only by facing the competition effectively and satisfying patients. Also hospitals should pursue patient-oriented service management. In other words, a strategic management of service task factors is needed. Based on this paper's research. a further study should be conducted continuously in order to give customers more satisfaction.

• Culinary science and hospitality research
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• v.22 no.3
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• pp.183-197
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• 2016

This study was conducted to investigate the relationships among service quality, perceived benefit, perceived value and behavioral intention as perceived by franchise snack bars customers. The service quality of franchise snack bars' was tested in three sub-dimensions: environmental quality interaction quality, and outcome quality, which are based on Brady & Cronin's third-dimensional model. A total of 450 survey questionaires were distributed from March 9th to November 12th in 2015, of whi 411 questionnaires were deemed suitable for statistical analysis. SPSS 20.0 program was employed to conduct frequency analysis and reliability analysis, while AMOS 20.0 program was used to test the hypotheses. The results revealed that all three elements of service quality have a positive impact on perceived benefit. In particular, the outcome quality element had the greatest influence on perceived benefit. In sum, customers of a franchise snack bar considered outcome variables such as food taste, reasonable amount, and general quality of food as the most important factors to fulfill the benefit. This results suggest that Korean snack bar franchise companies need to consider improvements to outcome quality features, such as food quality. In addition, perceived benefit was a critical antecedent of perceived value, which was itself a significant predictor of behavioral intention. In conclusion, this study applied the means-end chain theory on franchise sank bar segmentation, as well as three dimension service quality model as developed by Brady and Cronin, and found results that will enable meaningful strategics for snack bar foodservice segmentation in pursuit of the development of efficient business plans, and that can be utilized as a theoretical data for future studies.

• Journal of Distribution Science
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• v.10 no.1
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• pp.33-42
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• 2012

This study is focused on traditional market's competitiveness in Korea. Ever since the Korean retail industry had been opened to the big conglomerates, the traditional markets have faced very serious competition from various types of distribution channels. In particular, this study has been conducted to find another way to help the Korean traditional market from the perspective of college students who are consumers of the future. This study examines the relationships among store choice attributions, consumption emotion, consumer's value, and relationship quality from the perspective of college students. In order to verify the relationship, and moderating and mediating effects, data were collected from 126 college students in Whasung, Gyeonggi Province to test the theoretical model and its hypotheses. The results of this study are as follows: First, service (= .263, p < .01) and advertising (= .188, p < .05) are significantly positively related to relationship quality. However, store atmosphere (= .176, p = .052) is not statistically significantly related to relationship quality. The result that students have stereotypes about the atmosphere of traditional markets and are therefore excluded from their store choice attributions can be expected. Second, college students selected service division (= .230, p < .05) as the most important factor among the traditional market's store choice attributions. This result reflected that enhancing service strategy would strengthen the traditional market against discount stores. The process of product selection by customers in discount stores is based on the concept of self-service. However, traditional market traders can make various contacts with their customers. If traditional market traders can enhance various service factors just like in the process of product selection, it will effect strong competitive advantages. Third, it is also revealed that consumer's value exhibit complete mediation effect in the relationships between service and advertising. These results showed that traditional markets must be considered for consumer value. Because previous studies showed that values refer to "enduring belief that … specific mode of conduct or end-stat of existence … personally or socially preferable to an opposite of converse mode of conduct or end-state of existence" (Rokeach, 1973; George and Jones, 1996). Furthermore, Schwartz (1994) defined values as desirable trans-situational goals, varying in importance, that serve as guiding principles in the life of a person or other social entity. As conceptions of desirable end-states of existence or modes of conduct, values help people choose, evaluate, and give meaning to their experiences (Rokeach, 1973). Efforts (e.g. promote the consumers value) of the traditional market traders will improve the preferences for the traditional market of consumers and college students. Implications and future research directions are also discussed.

• Culinary science and hospitality research
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• v.16 no.1
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• pp.191-208
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• 2010

The hotel business should enhance a service quality in order to improve management skills and profits. However, when compared the size of foodservice industry and hotel, it is show that the hotel management systems are insufficient. In this respect, this study examines how the culture of hotel business affects to service quality. The results of the analysis are as follows. First, the culture of hotel business affects restaurant tendency. Consequently, the hotel, which is open-minded culture, copes with the external changes in a flexible manner. Second, the culture of hotel business affects hotel management skills. Good culture of the business creates the positive result toward the employees, customers, prime cost and inventory control. Third, hotel restaurant tendency affects to efficient hotel service quality and management performance. Fourth, change of hotel management skills brings difference of service quality and management performance. Good hotel management skills will be able to raise the competitive power between hotels. In the future, various empirical researches are continuously expected. By doing so, the result of the study helps to scholars and hotel managers.

• The Journal of the Korea Contents Association
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• v.22 no.7
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• pp.164-175
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• 2022

The OTT (Over The Top) platform promotes itself as a distinctive competitive advantage in that it allows users to stay on the platform longer and visit more often through a Personalized Recommendation Service. In this study, the characteristics of the Personalized Recommendation Service are divided into three categories: recommendation accuracy, recommendation diversity, and recommendation novelty. Then proposed a research model which affects the usefulness of users to recognize recommendation services by each characteristics and leads to satisfaction of expectations. The result of conducting an online survey of 300 people in their 20s and 30s who subscribe Netflix shows that the perceived usefulness increased when the accuracy, variety, and novelty of Netflix's Recommendation Service were high. It was also confirmed that high perceived usefulness leads to satisfaction of expectations before and after Netflix use. The derived research results can confirm the importance of evaluating the personalized recommendation service in terms of user experience and provide implications for ways to improve the quality of recommendation services.

• Proceedings of the KAIS Fall Conference
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• 2009.12a
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• pp.837-841
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• 2009

언제, 어디서나 컴퓨터 사용과 통신이 가능한 유비쿼터스 환경의 구축과 개발은 부존자원이 부족한우리나라의 산업 전략에 부합하며 현재 우리나라가 보유한 정보통신 관련기술의 우위를 바탕으로 성장할 가능성이 큰 분야로써 정부가 미래의 10대 성장 동력으로 선정한 분야의 한가지 이다. 배전시스템에서의 이 분야 기술 개발의 핵심내용은 유비쿼터스 기술을 활용한 고 신뢰도의 배전계통 운용 및 높은 수준의 전기품질 관리체제 구축 그리고 이를 통한 관련 산업 즉, 전력거래, 전력시장 유지 및 운영을 위한 핵심 세부 콘텐츠와 부가서비스의 창출을 위한 기반 인프라의 개발 및 구축에 있는데, 이 기반기술의 중심에 배전시스템이 있으므로 이를 고 신뢰, 고품질 기반의 시스템으로 지능화하는 것이 필요하다. 따라서 본 논문에서는 태양광, 풍력 등의 분산전원이 계통에 연계되는 장래의 스마트배전시스템에 대하여, 기존의 배전계통의 전압조정방안과 비교, 분석하여 기술적인 적합여부를 종합적으로 평가하고자 한다.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.32 no.8B
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• pp.553-562
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• 2007

Consumer needs becomes various in a mature mobile telecommunication market, while service differentiation is hard to achieve. Because of the introduction of number portability, switching barrier becomes lower and the competition among telecommunication service providers is getting fierce in order to maintain and obtain customers. Moreover, HSDPA, which is a new telecommunication service, caused the intense marketing activity for the move to the next generation customers. Under these circumstances, brand equity can be a key to a long-term competitive edge for mobile phone service providers. However, there were few researches reporting the mobile telecommunication brand equity, and none of them analyzed if customer equity which particularly is developed at the CDMA market has an effect on HSDPA service. In this study, we identified the determinants of mobile telecommunication brand equity, which is focused on brand image, customer benefit, price, service quality, and marketing activity, and its influence on the HSDPA service subscription behavior. Finally, we suggested the strategic implication of brand management strategies for mobile phone service providers.

• Journal of Digital Convergence
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• v.13 no.5
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• pp.297-307
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• 2015

This study reviews equipped with enhanced capability of medical care, quality service, accessibility, and consumer awareness to be a competitive and representative local healthcare service provider with improved administrative efficiency. The method of analysis are ANOVA and Structural Equation Modeling. The results which revealed the significant difference among demographic factors in determining the preference or degree of satisfaction at medical service to select local healthcare institutions suggest that the close review on the needs of groups of major customers of local healthcare institutions are necessary when preparing the strategy of specialized medical service of local healthcare institutions. this suggests that both images would be important factors to secure the competitive advantage of local healthcare institution and therefore the strategy maximized the enhancement of medical service with embossed image of hospital to attract customers of medical service is needed.