• Culinary science and hospitality research
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• v.22 no.7
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• pp.267-280
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• 2016

Customer Experience Management (CEM) appeared as a complementary solution to overcome CRM limitations. CEM enhances profitability through building long-term relations with customers by understanding their experiences. This study aims at investigating the impact of customer experience quality on the willingness to pay more through customer satisfaction in the hotel businesses. The survey for this study was carried out on customers who had domestic hotel experience s within the last 6 months. Out of the 306 questionnaires retrieved, 225 valid responses were used for the empirical analysis that utilizied the statistical package programs SPSS 18.0 and AMOS 18.0. The research findings may be summarized as follows. First, as an outcome of the research hypothesis that each component of customer experience management would influence satisfaction, 'the peace of mind' & 'the moment of truth' were shown to have a significantly positive (+) impact on it. On the other hand, 'the product experience' was shown not to significantly influence it in a positive (+) way. Second, as an outcome of the research hypothesis that satisfaction would influence willingness to pay more. From the findings of the study, theoretical implications are as follows. It can be predicted that customer experience management will likely make customers more profitable because customers are willing to pay more with a sense of loyalty built through satisfaction of the hotel industry. In the practical implications, the dimension of experience quality examined by the study can be used as an index to measure and manage customer experience in the hotel industry.

• Analytical Science and Technology
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• v.21 no.5
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• pp.364-374
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• 2008

Antarctic Environmental Monitoring Handbook' was published by COMNAP/SCAR in 2000. The standardized method described in this handbook is recommended for monitoring of antarctic environment. High pressure bomb technique in this guide was used to decompose soil samples. In compliance with this guide book, high pressure bomb technique was applied to decompose the antarctic soil sampled at the King Sejong Station. An Isotope Dilution-Inductively Coupled Plasma-Mass Spectrometry (ID-ICP-MS) was applied to determine mass concentrations of Pb, Cu and Zn in the soil. The accuracy in this method was verified by the analysis of certified reference materials (CRM) of NIST 2702 (marine sediment). The analytical results agreed with certified value within the range from 99.5~100.8%. Matrix separation was necessitated for the determination of Cu and Zn by Chelex 100 ion exchange resin. As a result, the average mass concentrations of Pb, Cu and Zn which are suspected to be caused by anthropogenic pollution were 332.9 mg/kg, 95.6 mg/kg and 115.3 mg/kg, respectively. Those for the metals sampled in the soils of the remote regions from the station were 28.1 mg/kg, 101.8 mg/kg and 115.6 mg/kg, respectively.

• Journal of Information Technology Services
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• v.15 no.3
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• pp.15-31
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• 2016

Sales Force Automation (SFA) is a strategic information system and one of the components of operational CRM system. SFA supports salespeople's activities such as selection of potential customers, creative value proposition, after-sales services, etc. SFA is increasingly used in many companies because it has the advantages to raise the salespeople's productivity by developing forecasting ability, value proposition ability, after sales service ability etc. Many researches have shown that implementation of SFA leads to the increase of salepeople performance, organizational performance, and quality of customer relationship. However, Some prior studies have discussed on the SFA implementation failure and pointed out that one of important causes of this failure is salespeople's resistance to SFA. Although many researches explain SFA acceptance phenomenon using Technology Acceptance Model (TAM) and Theory of Planned Behavior (TPB), these researches didn't deeply investigate the salespeople's resistance to SFA. Therefore, this study focuses on the factors influencing salespeople's resistance to SFA and the relationships among these factors. This study identified three factors (salespeople's perceived loss of power, perceived loss of autonomy, and perceived time and effort waste) influencing salespeople's resistance to SFA. The hypotheses testing results showed that salespeople's perceived loss of power and perceived time and effort waste significantly increased salespeople's resistance to SFA. And salespeople's perceived loss of power plays a mediating role between perceived loss of autonomy/perceived time and effort waste and salespeople's resistance to SFA. At the end of the paper, theoretical and managerial implications of this study and the limitations and future research directions are discussed.

• The KIPS Transactions:PartC
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• v.8C no.5
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• pp.657-666
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• 2001

In this paper, it is proposed the management items for voice traffic using CDRs so that global carriers can treat and manage the voice traffic for a customer, and defined computational expressions to produce the management items. From them, we have designed the management system, which is composed of web interface module, analysis module, data collection module and database management module, and have improved the availability and convenience of the system using web technologies. In addition, we have tested these items using CDRs in real environments that are collected by the global carrier in order to verify their validity. It is expected that the proposed web based voice traffic management system provide a global carrier with network information collection, fault detection/trouble-shooting and high quality of service through analyzing the characteristics of subscribers.

• Analytical Science and Technology
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• v.18 no.1
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• pp.74-84
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• 2005

Understandings of adsorption characteristic of interface are very important in several advanced materials processes, related to NT and BT technology. Volumetric gas adsorption method, suitable for absolute measurements, is regarded as the standardized measurement technique for specific surface area. In order to verify the reliability of commercial equipments, certified reference materials (called CRM) of specific surface area are developed and evaluated its uncertainty factors by standard equipment which has traceability to SI units. Specific surface areas of developed materials are $10.72{\pm}0.46m^2g^{-1}$ for silicon nitride powders and $149.50{\pm}3.44m^2g^{-1}$ for alumina. These disseminations of CRMs would result in improved reliability chains in industrial processes, and lead eventually to contribution to productivity improvement, quality management, safety evaluation, and possibly to new material development.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.7 no.4
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• pp.753-758
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• 2006

The recent drastic increase of imported foreign restaurants provided the importance of service quality and the customer satisfaction is considered as the most important factors for the business activity. In order to identify the important factors for the customer satisfaction of the family restaurant in Korea, we attempt to test the validity of host call service as a significant variable in the family restaurant using Fishbein behaviour model. Based on literature review, the empirical study was conducted using the questionnaires for customers of the family restaurant in Seoul. Descriptive statistics, t-test, F-test and regression analysis were made of the gathered questionnaires using SPSS programs. The results shows that four hypotheses established in this study were significant. Therefore, host call service in the family restaurant should be introduced to increase the customer satisfaction. In conclusion, it proved that host call service in the family were the important factors that could satisfy the customers and the family restaurants will have to make a great effort to develop the differentiated service so as to enhance their competitiveness.

• IE interfaces
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• v.20 no.1
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• pp.1-10
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• 2007

The main purpose of this research is to find out whether curriculums of industrial engineering (IE) departments meet the demand of IE graduates working in various fields. The research was conducted as an online questionnaire survey selecting IE Graduates working in industries as practising engineers. 1,324 participants were validated among 1,477 participants. 13 fields were selected and used in the survey. Those were; 1) Mathematical statistics, 2) Computer, 3) Purchase, 4) Production system, 5) Logistics, 6) Marketing, 7) Monetary, 8) Experiment methods, 9) Operations Research (OR), 10) Human Factors, 11) Quality, 12) Engineering management, and 13) Information systems. Using the 5-scale Likert rating, each education subject was assessed both in terms of its usefulness in practices and the amount it being taught in school. As a result, courses such as motion/time study, linear programming that IE has traditionally focused showed less usefulness in practices while it is taught in relatively large amount in schools. However, courses such as 6 sigma, CRM which are closely related to industrial practices showed high usefulness in practices compared with low degree of teaching in school. This was the first ever large scalesurvey conducted for IE graduates in Korea. The result of survey displayed many helpful information on current status and future direction of IE education in Korea.

• Asia Marketing Journal
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• v.8 no.3
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• pp.101-121
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• 2006

This case study explores various marketing strategies of Grundfos Pumps Korea Inc. that has become a front-runner in the industrial pump market of Korea as the enterprise that got into the business later. Grundfos Group, a multinational company with its head office in Denmark, has acknowledged diversity of each country and has granted its subsidiary companies with discretionary power so that they can establish marketing strategies suitable for the market they were competing in. Grundfos Pumps Korea has been very successful in its localization and differentiation of marketing strategies. First, Grundfos Pumps Korea achieved the trust of their customers by its high quality and consistent pricing strategies and has expanded its market very successfully with continuous product innovation and new product ideas. Second, it increased its brand awareness and recognition by brand differentiation along with the product differentiation strategy, which is exceptional in industrial market. It has conducted creative marketing activities and strategies to build brand equity and successful customer relationship management.

• Bulletin of the Korean Chemical Society
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• v.35 no.11
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• pp.3289-3293
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• 2014

Femtosecond laser ablation (fs LA) was used in this study to identify pollution by heavy metals and the distribution of elemental nutrients at different rice milling ratios. Polished rice (degrees of milling of 3, 5, 7, 9, and 11) was collected from major Korean supermarkets and one sample thereof was selected. An internal quality control experiment was conducted using a rice flour certified reference material from the Korea Research Institute of Standards and Science (KRISS CRM) for the evaluation of the efficacy. To assess the effectiveness of the analysis method, the reliability was validated using a food analysis performance assessment scheme (FAPAS), with chili powder serving as an external quality control. The results of the analysis of the inorganic elements Ti, Ca, Al, Fe and Mn in white and brown rice with degrees of milling of 3, 5, 7, 9 and 11 using ICP-MS, ICP-OES and AAS revealed contents of 0.40, 49.2, 2.43, 5.36 and 10.3 mg/kg in white rice and 0.59, 78.0, 7.52, 11.0 and 18.5 mg/kg in brown rice, respectively. Among the elements, there were remarkable differences in the measured contents. By comparing the contents of the elements at different degrees of milling, Ti, Co, As, Ca, Al, Cu, Fe, and Mn were determined to be distributed on the surface of the rice grains, whereas the contents of Cd and Pb increased toward the center of the rice grains, and Si was evenly distributed. After the quantitative analysis of rice samples polished to different degrees of milling, Ca and Al, which were contained in large amounts, and Si were analyzed with specificity by fs LA. The results show that Ca and Al were distributed in the rice husk (protective covering of rice) and Si was distributed in all parts of the rice.

• Analytical Science and Technology
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• v.19 no.6
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• pp.490-497
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• 2006

The sources of uncertainty in the analysis of liquified natural gas (LNG) process are evaluated. The uncertainty sources evaluated are the repeatability of measurement, non-linearity of GC, the uncertainty of standard gas used for calibration, difference of gas sampling and deviation after GC calibration and major revealed sources are the non-linearity of GC, the uncertainty of standard gas and the deviation after GC calibration. The determined values and uncertainties of methane and ethane as the major components are $90.0%mol/mol{\pm}1.9%$ (relative and 95% level of confidence) and $6.26%mol/mol{\pm}0.08$ (relative and 95% level of confidence), respectively. The contribution of uncertainty varies depending on the source of uncertainty and gas component. In the case of methane, non-linearity of GC, the uncertainty of standard gas and deviation after GC calibration contribute 0.28%, 0.25% and 0.24% of relative expanded uncertainty, respectively.