• Journal of the HCI Society of Korea
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• v.7 no.2
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• pp.1-10
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• 2012

Past studies in HCI explained the cultural characteristics of individual users by generalizing them at the country-level. However, since the usage of devices or online services, which are main research subjects for the HCI field, are personal, cultural categorization by countres may have limitations in explaining the personal behavior. This is because cultural characteristics of individuals may vary even within the same country; moreover, in may vary depending on the product of usage. Therefore, this exploratory study aims to suggest that there may be differences in cultural characteristics not only between countries but also between individuals and product of usage.

• Journal of Service Research and Studies
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• v.14 no.2
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• pp.1-17
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• 2024

One of the most important decisions for managers in the online banner advertising industry, is to choose the best banner alternative for exposure to customers. Since it is difficult to know the click probability of each banner alternative in advance, managers must experiment with multiple alternatives, estimate the click probability of each alternative based on customer clicks, and find the optimal alternative. In this reinforcement learning process, the main decision problem is to find the optimal balance between the level of exploitation strategy that utilizes the accumulated estimated click probability information and exploration strategy that tries new alternatives to find potentially better options. In this study we analyze the impact of word-of-mouth effects and the number of alternatives on the optimal exploration-exploitation strategies. More specifically, we focus on the word-of-mouth effect, where the click-through rate of the banner increases as customers promote the related product to those around them after clicking the exposed banner, and add it to the overall reinforcement learning process. We analyze our problem by employing the Multi-Armed Bandit model, and the analysis results show that the larger the word-of-mouth effect and the fewer the number of banner alternatives, the higher the optimal exploration level of advertising reinforcement learning. We find that as the probability of customers clicking on the banner increases due to the word-of-mouth effect, the value of the previously accumulated estimated click-through rate knowledge decreases, and therefore the value of exploring new alternatives increases. Additionally, when the number of advertising alternatives is small, a larger increase in the optimal exploration level was observed as the magnitude of the word-of-mouth effect increased. This study provides meaningful academic and managerial implications at a time when online word-of-mouth and its impact on society and business is becoming more important.

• Journal of the Korean Society for information Management
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• v.41 no.1
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• pp.389-409
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• 2024

The purpose of this study is to identify the factors affecting female college students' behaviors in seeking reproductive health information on the Internet and to explore the relationships among these factors. Based on the Health Belief Model(HBM) and the Theory of Planned Behavior(TPB), perceived sensitivity, perceived severity, perceived benefit, perceived barriers, subjective norms, perceived behavioral control, and affective evaluation were defined as key factors, and the study was designed accordingly. An online survey was distributed to female college students in Seoul through the university student's online community, 'Everytime.' The results showed that the intention of female college students to seek reproductive health information via the Internet was associated with higher perceived sensitivity, perceived benefit, and subjective norms, and lower perceived barriers. There were statistically significant differences between groups in terms of sexual experiences, experience with reproductive system disorders, and the level of health interest. We believe that this research outcome will contribute to assessing the level of awareness regarding reproductive health among female college students, thereby aiding in the development of online health information literacy education or related service programs by university libraries, health institutions, and similar entities targeting female college students.

• Management & Information Systems Review
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• v.35 no.3
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• pp.213-230
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• 2016

In O2O environment(Online-to-Offline), providers attract new customers via web sites and lead them to pay online, then induce them again to offline when receiving products. Thus, online and offline channel is integrated and create synergy for marketing in O2O context. As online and offline channel coexist in O2O, consumers' perceptions for products and services that providers offer cannot help being different compared to an independent channel (i.e., either online or offline). Therefore, this research aims to develop the O2O service quality model(O2O-SQ model). Especially, O2O is the unique environment where offline, online, and mobile commerce are integrated so that the current paper suggests the $1^{st}$ O2O-SQ model by integrating the common factors of offline, online, and mobile service quality model through the previous literature review. Hence, this study conducts FGI(Focus Group Interview) for customers who have experienced in purchasing products in O2O commerce. Among integrated common service quality factors of $1^{st}$ O2O-SQ model, the current paper identifies the specific service quality factors that customers perceive significantly through FGI analysis. Moreover, after extracting the unique O2O-SQ factors with this qualitative analysis and integrating with the $1^{st}$ O2O-SQ model, the paper develops the final O2O-SQ model.

• Journal of Intelligence and Information Systems
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• v.25 no.1
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• pp.85-107
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• 2019

Online consumers browse products belonging to a particular product line or brand for purchase, or simply leave a wide range of navigation without making purchase. The research on the behavior and purchase of online consumers has been steadily progressed, and related services and applications based on behavior data of consumers have been developed in practice. In recent years, customization strategies and recommendation systems of consumers have been utilized due to the development of big data technology, and attempts are being made to optimize users' shopping experience. However, even in such an attempt, it is very unlikely that online consumers will actually be able to visit the website and switch to the purchase stage. This is because online consumers do not just visit the website to purchase products but use and browse the websites differently according to their shopping motives and purposes. Therefore, it is important to analyze various types of visits as well as visits to purchase, which is important for understanding the behaviors of online consumers. In this study, we explored the clustering analysis of session based on click stream data of e-commerce company in order to explain diversity and complexity of search behavior of online consumers and typified search behavior. For the analysis, we converted data points of more than 8 million pages units into visit units' sessions, resulting in a total of over 500,000 website visit sessions. For each visit session, 12 characteristics such as page view, duration, search diversity, and page type concentration were extracted for clustering analysis. Considering the size of the data set, we performed the analysis using the Mini-Batch K-means algorithm, which has advantages in terms of learning speed and efficiency while maintaining the clustering performance similar to that of the clustering algorithm K-means. The most optimized number of clusters was derived from four, and the differences in session unit characteristics and purchasing rates were identified for each cluster. The online consumer visits the website several times and learns about the product and decides the purchase. In order to analyze the purchasing process over several visits of the online consumer, we constructed the visiting sequence data of the consumer based on the navigation patterns in the web site derived clustering analysis. The visit sequence data includes a series of visiting sequences until one purchase is made, and the items constituting one sequence become cluster labels derived from the foregoing. We have separately established a sequence data for consumers who have made purchases and data on visits for consumers who have only explored products without making purchases during the same period of time. And then sequential pattern mining was applied to extract frequent patterns from each sequence data. The minimum support is set to 10%, and frequent patterns consist of a sequence of cluster labels. While there are common derived patterns in both sequence data, there are also frequent patterns derived only from one side of sequence data. We found that the consumers who made purchases through the comparative analysis of the extracted frequent patterns showed the visiting pattern to decide to purchase the product repeatedly while searching for the specific product. The implication of this study is that we analyze the search type of online consumers by using large - scale click stream data and analyze the patterns of them to explain the behavior of purchasing process with data-driven point. Most studies that typology of online consumers have focused on the characteristics of the type and what factors are key in distinguishing that type. In this study, we carried out an analysis to type the behavior of online consumers, and further analyzed what order the types could be organized into one another and become a series of search patterns. In addition, online retailers will be able to try to improve their purchasing conversion through marketing strategies and recommendations for various types of visit and will be able to evaluate the effect of the strategy through changes in consumers' visit patterns.

• Asia Marketing Journal
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• v.3 no.2
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• pp.69-91
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• 2001

고객이 서비스상의 실패에 대해 때로는 강한 부정적 반응을 보이기에 서비스를 제공하는 조직의 서비스회복능력은 고객만족을 달성하기 위해 강력하고 효율적으로 운영되어야 한다. 따라서 본 연구는 온라인상의 서비스인 ISP업체(10개의 회사)를 대상으로 온라인 서비스 상에서 고객이 서비스상의 불만을 경험할 때 기업이 고객의 불만을 회복시켜 만족으로 전환시키려는 회복속성들이 실제로 고객이 가지는 분배상의 공정성, 절차상의 공정성 및 상호작용 공정성에 어떤 영향을 미치는가를 실증적으로 검증하기 위한 것이다. 이를 위해 10개의 ISP업체를 선정하고 해당 업체에 대해 불만을 가진 고객들이 기업의 불만제거 노력에 대해 평가하도록 하였다. 가설 검증을 위해 LISREL을 이용하여 서비스의 회복속성인 보상, 신속한 반응, 무반응, 사과, 사전보상제공 등이 분배상공정성, 절차상 공정성, 상호작용 공정성에 직접적으로 미치는 효과를 파악하고 이 공정성의 요인들이 만족에 미치는 영향도 실증적으로 검증하였다. 온라인 상이라는 새로운 환경을 고려하여 기존의 모델에서 간과된 부분을 확인하기 위해 확장 모델을 제시하여 새로운 의미를 가진 경로가 존재하는지 확인하고 이 부분에서 유의적인지 않은 경로를 배제한 수정모델을 제시하였다. 기존의 연구를 바탕으로 제시된 가설은 연구모델에서 경로 계수를 추정하고 이에 대한 t값을 통해 검증하였다. 본 연구에서 제시하는 시사점으로는 고객의 서비스 실패 및 회복상황에 대한 평가의 이론적 원칙을 설명하고 관리자에게 각각의 서비스 실패와 일치하는 서비스 회복전략을 제시하여 운영상의 가이드 라인을 제시한다고 할 수 있다

• Journal of Korean Library and Information Science Society
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• v.52 no.3
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• pp.21-48
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• 2021

Today, with countless health information being accessible through online and offline, the public has been able to explore health-related information in various ways. The current study focuses on the information-seeking behavior of the mothers who actively explore information related to the health of their healthy infants (aged between 0 and 3 years). The researcher had conducted in-depth interviews of 24 American, Korean, and Korean immigrant mothers living in the United States, and then analyzed the sequential order of the information sources that they have used to search for the health-related information about their children. The current research highlights that the mothers' information-seeking pathways and searched topics tended to differ in accordance with their child(ren)'s health conditions (e.g., ill vs. healthy). For instance, regarding the information sources used, more diverse health information sources (e.g., public libraries, government health agencies, daycare teachers) were used when their child(ren) was not ill. In addition, when a child was ill, mothers were likely to focus on information about specific diseases or symptoms first, whereas when the child was healthy, they used to explore information on various health topics such as growth and development, nutrition and diets, parenting, and so on. Based on the results, implications for the information professionals are discussed when designing and providing health-related information services to mothers of healthy infants and toddlers.

• Journal of the Korea Society of Computer and Information
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• v.26 no.2
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• pp.221-227
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• 2021

In this paper, we tried to explore factors influencing the diffusion of online events through SNS by analyzing the online footprint of consumers. To this end, log data of online events conducted by "C" beer brands were collected and analyzed. The analysis unit of log data was set for each one hour, and the analyzing method used descriptive and regression analysis. Results are as follows. First, factors influencing the diffusion of the view of SNS-based online events were like, friend used coupon, and friend size. In particular, the size of friends had the greatest impact on the diffusion, which again suggests the importance of social hubs in online events. Second, factors influencing the diffusion of the number of inflows were also like, friend used coupon, and size of friends. Third, it was found that the number of reply did not affect the diffusion of views and inflows. This study is meaningful that it suggested an alternative plan to increase the effect of online events by using real data.

• Asia Marketing Journal
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• v.10 no.2
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• pp.125-151
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• 2008

Both companies and consumers are highly interested in on-line customer reviews which enable consumers to share their experience and knowledge about products. In this study, after classifying real reviews into context units and deriving categories, we analyzed differences between categories based on channel(manufacturers' homepage/ shopping mall), product attribute(search/experience) and price(high/low). The method to derive categories is based on roughly adopting constructs of ACSI model and elaborate and repetitive classification of real reviews. We set up the classification category with 3 levels. Level 1 consists of product and service, level 2 consists of function, design, price, purchase motive, suggestion/user-tip and recommendation/repurchase in product and AS/up-grade and delivery/others in service and level 3 is composed of details of level 2 of category. We could find remarkable differences between channels in all 8 items of level 2 of category. As the number of context units in homepage is more than in shopping mall, we found reviews in homepage is more concrete. Moreover, overall satisfaction in review was higher at homepage's. Also, in product attribute dimension, we found different patterns of reviews in design, purchase motive, suggestion/user-tip, recommendation/repurchase, AS/up-grade and delivery/others and no difference in overall customer's satisfaction. In price dimension, we found differences between high and low price in design, price and AS/up-grade and no difference in overall customer's satisfaction.

• Proceedings of the Korean Society of Computer Information Conference
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• 2018.01a
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• pp.73-74
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• 2018

최근 사이버대학들은 치열한 입시경쟁을 겪고 있다. 이에 학교들은 교육질 개선을 위하여 다양한 노력을 하고 있다. S 사이버대학의 경우 최초로 전과목별로 실시간 채팅서비스를 제공하여 동영상 강의와 게시판의 한계를 극복하고자 하고 있다. 본 연구에서는 이러닝 교육의 학습효과를 종속변수로 설정하고, 학습내용, 교수설계요인과 채팅서비스를 독립변수로 투입하여, 다중회귀분석을 기법을 통해 분석하였다. 분석결과 학습내용, 교수설계요인, 채팅서비스 모두는 학습효과에 영향을 미치는 것으로 나타났다. 본 연구에서는 전교과목에 적용한 채팅서비스는 온라인 교육 효과를 높일 수 있는 방안임을 확인하였고, 효과적인 채팅 서비스의 활용방안을 제시하고자 한다.