• International Journal of Quality Innovation
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• v.6 no.3
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• pp.38-55
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• 2005

Consumption has generally become more fragmented, hedonic and individual specific, satisfying not only functional but also emotional needs. In parallel, customer satisfaction is now thought to be both a cognitive and affective response, and the closely related concept of job satisfaction is commonly seen as an emotional reaction. The reasoning within quality management does, however, still lean heavily toward cognitive judgements (i.e. performance ratings), the emotional component clearly being under explored. Further, performance variables have shown not to be significant in predicting satisfaction for certain 'experience products', the effect fully mediated by emotions. As a consequence a cognitive judgement based quality concept has lost its ability to predict satisfaction, which clearly contradicts with the modem quality definition, stressing quality as the ability to satisfy the customer. Emotions have however entered the quality discourse and it has been proposed that having customers that are merely feeling satisfied will not suffice. Instead, there has been a plethora of executive exhortations in the trade press calling on business to 'delight the customer'. Strategies for doing so have however usually been imprecise and unclear, and the different drivers of delight and satisfaction are not well explored. This paper aims to complement the previous cognitive dominance by exploring the multiple emotional responses involved in customer satisfaction. A conclusion being that we currently are measuring something, in terms of satisfied, that is more or less independent of what we aim for, in terms of delight. It is also most likely that - depending on the situation, product, and person - other positive and negative emotions are more important outcomes of purchase and usage than merely satisfaction. It is questioned whether a single, summary response such as satisfaction is feasible or even desirable.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.39 no.2
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• pp.138-149
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• 2016

Quality function deployment (QFD) is a widely adopted customer-oriented product development methodology by translating customer requirements (CRs) into technical attributes (TAs), and subsequently into parts characteristics, process plans, and manufacturing operations. A main activity in QFD planning process is the determination of the target levels of TAs of a product so as to achieve a high level of customer satisfaction using the data or information included in the houses of quality (HoQ). Gathering the information or data for a HoQ may involve various inputs in the form of linguistic data which are inherently vague, or human perception, judgement and evaluation for the information and data. This research focuses on how to deal with this kind of impreciseness in QFD optimization. In this paper, it is assumed as more realistic situation that the values of TAs are taken as discrete, which means each TA has a few alternatives, as well as the customer satisfaction level acquired by each alternative of TAs and related cost are determined based on subjective or imprecise information and/or data. To handle these imprecise information and/or data, an approach using some basic definitions of fuzzy sets and the signed distance method for ranking fuzzy numbers is proposed. An example of a washing machine under two-segment market is provided for illustrating the proposed approach, and in this example, the difference between the optimal solution from the fuzzy model and that from the crisp model is compared as well as the advantage of using the fuzzy model is drawn.

• Archives of design research
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• v.21
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• pp.149-158
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• 1997

Since Macintosh computer was introduced in 1984, important technological evolution has not only changed the computer graphics field but had a significant effect in the graphic design field for its judgement of aesthetic value. In Korea, the development of digital typeface and electronic pre-press business became active due to computer design system since Macintosh computer was introduced in 1987. Currently there are many digital type foundries in Korea and they have produced over 500 typefaces of the Korean alphabet. However, a few technological limitations and aesthetic problems still exist in the development of the Korean typeface. In this study, I have examined the role and function of computer technology in typography. Also I analyzed the aesthetic elements which are found in computer technology and compared them to traditional typography to try to find some opportunity and possibility for new method of development.

• Journal of Food Hygiene and Safety
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• v.14 no.1
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• pp.34-44
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• 1999

A survey was conducted to investigate the attitudes of public officials related to food hygiene toward food safety. The official groups were divided into four sub-groups based on their area, agency, gender and age. Response of each group to the survey was statistically analysed. The survey's results showed that most of them (87.0%) were satisfied with a domestic level of food hygiene. But, some of then (29.8%) considered unsatisfactoryly on safety of the food they eat. Their response to food safety did not statistically significant between each group of area, agency and age but, in case of gender, female group showed stastically more negative attitude to food safety than male one (P<0.05). All groups chose residues of chemical substances such as pesticides and food additives as the most potential food risk factor followed by foodborne pathogens, heavy metals and animal drug residues. The results are not consistent with the scientific judgement. Therefore, more education and information were needed fro these groups. They pointed out food manufacturer as a responsible group for poor food hygiene (48.7%). In addition, food manufacture and processing were selected as main business types with the lowest level in the food hygiene but official, working in the area of the central government and Seoul metropolitan city, pointed out food services establishments as the poorest hygiene one (P<0.01). This results suggested that education and information to let mind of responded groups change, working in this part, and governmental financial support are needed to improve hygiene level of food manufacture and processing (70.3%). They also chose HACCP as the most effective way for improving the level of food hygiene followed by Recall, PL (Product Liability), monitoring, labeling and increasing of number of company with good manufacture and processing (GMP).

• Journal of Korea Technology Innovation Society
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• v.14 no.spc
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• pp.1187-1208
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• 2011

This research aims to propose a systematic approach to identify emerging technology-product portfolio for small and medium enterprises (SMEs). Firstly, operational definition of emerging technology for SMEs is presented. Secondly, research framework is suggested and case study to show usefulness of the newly proposed framwork is analyzed. In detail, reference patent set which represent company's capabilities and business area are constructed. The research constructs patent data set for bibliometric analysis using reference patent set and citing patents to 2nd level. Clustering (expert judgement) and keyword based bibliometric approach are used. Then, cluster activity index (AI) and relevance index (RI) comparing with reference patent set are estimated. With emerging technology-product portfolio using AI and RI, a firm can identify emerging technology-product area and monitoring area.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.43 no.3
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• pp.216-227
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• 2020

The purpose of this paper is to identify a relative importance and priority of the factors of Competencies of project team member. It aims to present the differential competency factors from a differentiated perspective by applying the Leadership Development Questionnaire, which is the competency dimension required for manager, to team member. (1) Background: The diverse needs of customers and companies, and the uncertainty, complexity, ambiguity, and volatility of the environment surrounding the company in the era of the Fourth Industrial Revolution threaten the survival of company. In this respect, companies should implement the project management approach and strive to increase the capabilities of each team member. (2) Methods: AHP method was used to prioritize which factors were considered more importance level and the gap of relative importance level between project manager group and team members group. (3) Results: In the analysis of the relative importance of the upper class, weights were derived in the order of managerial competence, intellectual competence, and emotional competence. The sub-factor that respondents prioritize was communication as the 1st priority, and it was analyzed in the order of strategic perspective, achieving, critical analysis and judgement, and vision and imagination. There were some differences in the ranking of the relative importance of achieving and vision and imagination attributes between the PM group and TM group, it was analyzed that there was no significant difference overall. (4) Implications: The results of this study confirmed the recognition that team members are required to have the same competencies as the project manager. And based on the priorities of the competencies required of team members, companies are expected to cultivate professional and competent team members, and expand the roles and authority of team members so that they can actively carry out projects.

• Journal of the Korea Society for Simulation
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• v.29 no.4
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• pp.65-72
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• 2020

The purpose of this study is to analyze the adequacy of product qualification criteria through Monte-Carlo simulation and association rule analysis. We first surveyed the similar procurement systems, then we simulated the bid situation that randomly generated several vendors participated in a bid, and they obtained the score according to the product qualification criteria's judgement area. Then, the company with the highest score will win the bid, and further analysis was performed in terms of performance indicator and satisfaction ratio. The results of this study can be summarized as follows; Although the items related to the credibility accounted for the largest number items, it did not affect the actual bid results. It was analyzed that it is desirable to increase the allocation points in the area of business status and technical capability review than the current one.

• The Journal of the Institute of Internet, Broadcasting and Communication
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• v.22 no.2
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• pp.143-149
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• 2022

The diffusion of OTT service has brought the fundamental changes in the value chain of the existing media industry. OTT service based on the public Internet has increased the number of subscribers by using dominant marketing capability, making the pay TV platform player's ability to connecting users powerless. This study examined the changes in the media market and pay TV industry in the USA due to the diffusion of OTT service and analyzed the changing strategies of media firms. The number subscribers of the expensive pay TV service in the USA has diminished, experiencing cord cutting and cord shaving due the diffusion of OTT. OTT players are changing the media market, showing the dramatic excellence in making original contents and distributing the newly released movies. Examination of the recent merger and acquisition cases of media firms tells that the investment in making original contents has increased in order to have the competitiveness in OTT business. The future media industry will be rapidly reshaped mainly based OTT service and strategic judgement is important to maintain the competitiveness of all media firms in the existing value chain of media industry.

• The Research Journal of the Costume Culture
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• v.30 no.3
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• pp.381-402
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• 2022

This study aimed to identify sub-dimensions of the authenticity and fictionality of a brand story and analyze the effects of authenticity and fictionality on customer-based brand equity. Data were obtained from a group of 213 males and females in their 20s and 30s living in Korea using an online survey institute. Results showed that the authenticity and fictionality of a brand story are composed of reality, excitement, exaggeration, fictional symbolism, influence, sincerity, relativeness, mysteriousness, and unreality. Of these, sincerity, excitement, reality, influence, and mysteriousness had significant effects on brand imagery; sincerity particularly exerted a relatively more substantial influence on brand imagery. Also, influence, mysteriousness, excitement, and relativeness impacted performance positively, and exaggeration impacted performance negatively. This indicated that a well-constructed brand story with authenticity and fictionality had a positive impact on the brand image. Excitement, mysteriousness, reality, relativeness, sincerity, and influence of a brand story had significant effects on brand judgement. In contrast, only excitement and influence positively impacted brand feelings, and unreality had a negative impact on feelings. The exciting and influential brand story impacted brand attitude. Also, brand image and attitude positively impacted sharing and purchase intention, while brand performance did not affect recommendation intention. These findings contribute to identifying a brand story's attributes, authenticity, and fictionality and provide insights for marketers on creating brand stories to increase brand image and attitude and to build customer-based brand equity.

• Journal of the Korea Society of Computer and Information
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• v.14 no.9
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• pp.167-177
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• 2009

As the service quality has been reconsidered in public sector as well as private enterprises, the need for public sectors to adopt principle and practices of private sectors is concerned with customer-focused approach, the different business culture of public service organizations makes it difficult to improve service qualify. Also, Since concept of service contains intangibility, heterogeneity, Simultaneousness and perishability, it makes peoples more difficult to measure service quality. Therefore, this study proposes synthetic Administrative Service duality Index(ASQI) using fuzzy set theory and analytic hierarchy process to evaluate the service qualify in subjective environment. In ASQI model, Fuzzy set theory helps to measure the ambiguity of concepts that are relative to human being's subjective judgement. Also, this study utilizes AHP method to evaluate the preference weights of service quality dimensions (tangibility, reliability, responsiveness, assurance, empathy) for customers.