• IE interfaces
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• v.19 no.2
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• pp.140-152
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• 2006

Today, many companies realize that the effort to develop new products / services faster that customers want and continue to purchase is crucial for their survival. As the service sector is rapidly growing, one of the challenges faced by the service industries is the lack of effective methodologies for new service development. This paper proposes a systematic framework for developing new service concepts, with an emphasis on generating innovative, convergence-type service concepts from the customer‘s perspective. The framework consists of three phases-identification of customer needs (Phase I), extraction of new service opportunities (Phase II), and generation of new service concepts (Phase III). The proposed framework is demonstrated through a case study in the telecommunications industry. In the case study, a survey was conducted on ten customers to identify the latent customer needs; 61 new service opportunities were extracted; and 129 new service concepts were generated.

• Culinary science and hospitality research
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• v.16 no.1
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• pp.269-279
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• 2010

This study investigates 4P's of developing food service products(Focused on Gwangju, Jeonnam area) and intends to set the direction for the relations between product, price, promotion, place and customer satisfaction and customer occupation. Statistical techniques employed includes reliability analysis and regression analysis. The study is based on the 220-questionnaire-survey conducted from July 6 to July 20, 2009 to five foodservice companies in Gwangju. The data collected of this study were analyzed with the frequency analysis, reliability analysis, and regression analysis using the SPSS 12.0 package program. The findings of this study are as follows. Firstly, there are significant product, price, promotion and place factors that affect customer satisfaction. Secondly, there are significant product, price, promotion and place factors that affect customer occupation. Thus, food service management needs to apply product, price, promotion and place strategies aggressively.

• Asia pacific journal of information systems
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• v.18 no.3
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• pp.91-121
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• 2008

Electronic commerce, commonly known as e-commerce or eCommerce, has become a major business trend in these days. The amount of trade conducted electronically has grown extraordinarily by developing the Internet technology. Most electronic commerce has being conducted between businesses to customers; therefore, the researches with respect to e-commerce are to find customer's needs, behaviors through statistical methods. However, the statistical researches, mostly based on a questionnaire, are the static researches, They can tell us the dynamic relationships between initial purchasing and repurchasing. Therefore, this study proposes dynamic research model for analyzing the cause of initial purchasing and repurchasing. This paper is based on the System-Dynamic theory, using the powerful simulation model with some restriction, The restrictions are based on the theory TAM(Technology Acceptance Model), PAM, and TPB(Theory of Planned Behavior). This article investigates not only the customer's purchasing and repurchasing behavior by passing of time but also the interactive effects to one another. This research model has six scenarios and three steps for analyzing customer behaviors. The first step is the research of purchasing situations. The second step is the research of repurchasing situations. Finally, the third step is to study the relationship between initial purchasing and repurchasing. The purpose of six scenarios is to find the customer's purchasing patterns according to the environmental changes. We set six variables in these scenarios by (1) changing the number of products; (2) changing the number of contents in on-line shopping malls; (3) having multimedia files or not in the shopping mall web sites; (4) grading on-line communities; (5) changing the qualities of products; (6) changing the customer's degree of confidence on products. First three variables are applied to study customer's purchasing behavior, and the other variables are applied to repurchasing behavior study. Through the simulation study, this paper presents some inter-relational result about customer purchasing behaviors, For example, Active community actions are not the increasing factor of purchasing but the increasing factor of word of mouth effect, Additionally. The higher products' quality, the more word of mouth effects increase. The number of products and contents on the web sites have same influence on people's buying behaviors. All simulation methods in this paper is not only display the result of each scenario but also find how to affect each other. Hence, electronic commerce firm can make more realistic marketing strategy about consumer behavior through this dynamic simulation research. Moreover, dynamic analysis method can predict the results which help the decision of marketing strategy by using the time-line graph. Consequently, this dynamic simulation analysis could be a useful research model to make firm's competitive advantage. However, this simulation model needs more further study. With respect to reality, this simulation model has some limitations. There are some missing factors which affect customer's buying behaviors in this model. The first missing factor is the customer's degree of recognition of brands. The second factor is the degree of customer satisfaction. The third factor is the power of word of mouth in the specific region. Generally, word of mouth affects significantly on a region's culture, even people's buying behaviors. The last missing factor is the user interface environment in the internet or other on-line shopping tools. In order to get more realistic result, these factors might be essential matters to make better research in the future studies.

• Journal of Korean Society for Quality Management
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• v.40 no.4
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• pp.513-530
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• 2012

Purpose: The requirement for legal services is going up by modern people living in the era of complexity and variety who want to resolve legal conflicts between individuals and improve their personal rights. Methods: In this study, we used both literature and empirical researches to achieve our goals. In literature research, concept of service quality, method of measuring service quality, and dimension of service quality were explored, relationship among service quality, customer satisfaction, and customer loyalty and hypothesis was made based on the above, and tested. To test the conceptual framework, structural equation modeling (SEM) has been used to analyze the data collected from 252 customers of Judicial Agents's Service. Results: This result is not consistent with that of advanced study; it was found that service has significant influence on customer trust, and the trust also has significant influence on customer satisfaction and loyalty. Conclusion: This study has limitations in terms of restricted service sectors and measuring methods. For this reason, the followings are needed to be considered for interpretation and generalization of the study results. We believe that further studies are needed to investigate other service areas as well as legal service at the same time, and study target which is limited to Gangwon Province needs to be expanded for more accurate investigation. In addition, in-depth follow-up study should be proceeded considering variables such as customer value, conversion cost, and image of service providers.

• Journal of The Korean Digital Architecture Interior Association
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• v.9 no.1
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• pp.11-18
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• 2009

Recently major construction companies are building Housing Cultural Center instead of existing model house or housing gallery for accomplishing new marketing strategy. This Housing Cultural Center are different with existing model house or housing gallery on scale, spacial composition and operating program. And Background of differentiation is caused by change of housing market's environment, consumer's awareness level, service and marketing strategy. Because existing model house or housing gallery can not supply various consumer's needs and change of awareness level. Therefore, recent Housing Cultural Center is focused on cultural marketing for rapidly adjusting to new customer's need, including new customer acquisition and old customer retention. In accordance with this situation, it is very important to analyze out type and trend of Housing Cultural Center as facility for enlargement of cultural service and companies's social role for consumer. Therefore, the purpose of this study is an analysis about the trend of Housing Cultural Center as cultural space and a presentation of concept, function and direction when other construction companies build Housing Cultural Center hereafter.

• Journal of Service Research and Studies
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• v.4 no.1
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• pp.1-19
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• 2014

Every organization needs to maintain its long-term effectiveness through the positive perceptions, attitudes, and behaviors of its members. Customer orientation, job satisfaction, and organizational citizenship behavior (OCB) are the important functioning aspects for the long-term organizational effectiveness. The purpose of this study is to investigate the impact of service-worker's customer orientation on OCB within Korean bank and insurance sector by analyzing the relationship of constructs in the conceptual model. To achieve research objectives, survey method is employed. Findings of this research reveal that both need and enjoyment dimension of CO are very important in predicting OCB. We sent 220 questionnaires to service workers of the bank and insurance then received 200 valid responses. The research was conducted in bank and insurance agency in J city. The choice of these two types of organizations was dictated by the fact that they have large number of service worker with diverse background at multiple levels in these industries. Results also indicated that the moderating effect of pay satisfaction on the relationship between their OCB and CO had a weak effect.

• Journal of Digital Convergence
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• v.4 no.1
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• pp.55-71
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• 2006

The Public Service Charter is one of the administrative reform programs introduced to promote customer oriented administration. It's main purpose is to achieve citizens' confidence in the government by satisfying them with elevated quality of the public services. This study focuses on analyzing current conditions and achievements of the Public Service Charter in the Republic of Korea and proposing it's development plan. Since it was introduced to Korea in 1998, the Public Service Charter has been disseminated and contributed to the spreading of the citizens' understandings of the government's initiatives for customer satisfaction plans. Still, it has several problems as follows; A lot of public servants and citizens lack in understandings of this program. CEOs don't have enough concern in it. Evaluation is not organically connected to performance management. The correction and compensation procedure are not well operated. To solve these problems, the government needs to set up an institutional foundation establishing a legal base, uplifting CFO' concerns, and building a department with full responsibility, and to promote employees and citizens' participation through education and PR. It's also important to enhance post management by efficient evaluation and performance management, substantial correction and compensation procedure.

• Korean Journal of Community Nutrition
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• v.8 no.5
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• pp.744-754
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• 2003

At present, health care industries throughout the world are struggling with the challenges to set up financial structures as cost-effective ways and means of satisfying customer needs for health care services. Many hospitals consign foodservice management to foodservice companies for the purpose of efficiency. The companies taking charge of hospital foodservice are also striving to gain an advantage over keen competitions. This study applied Quality Function Deployment(QFD) to one hospital (which will be shown as $\ulcorner$A hospital$\lrcorner$ below) managed by a contract foodservice company for the purpose of strategy planning to provide sustainable competitive advantage. First of all, this study scanned internal and external environment of $\ulcorner$A hospital$\lrcorner$ by means of a Quality Measurement Tool and a fieldwork study. With the result of environment scanning, this study elicited 20 strategies through SWOT analysis, which were categorized by 4 perspectives such as financial, customer, internal process, learning and growth perspectives. Finally, the priorities of 20 strategies were extracted from QFD methodology. According to the results obtained by applying QFD to $\ulcorner$A hospital$\lrcorner$'s foodservice, the strategies which $\ulcorner$A hospital$\lrcorner$ foodservice was obliged to introduce and implement were : the specialization of Children's hospital foodservice, scientific foodservice management through the standardization of foodservice operations, the maintenance of sanitary quality through sanitary system, the remodeling of facilities, the introduction of new equipment, the prompt and accurate response to customer needs, the development of appropriate patient menus, the provision of competitively priced meals for patient selection, the development of a demand forecast model by considering the characteristics of a children's hospital, improvement of productivity and the reduction of labor costs through the employment of experienced employees based on their seniority.

• Korean Institute of Interior Design Journal
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• v.17 no.6
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• pp.63-70
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• 2008

The service sector is growing and service is complicated with various customer needs in the competitive markets. Bill Hollins urges that services must be designed. I believe that service experiences must be designed with servicescape as an environment surrounding services. Servicescape is the physical and social environments of service. Service experiences do not depend only on the aesthetic impression of physical servicescape. One of the main characteristics of services is that the most value of services are accomplished from interaction between customer and service encounters. The design of physical servicescape affects the interaction between customer and service encounters and the behavior of both customer and service suppliers' including social factors such as display emotions and the interpersonal distance between customers. Servicescape design should control tangible and intangible area of service events. In addition servicescape design creates customer's good experiences in the servicescape. This research proposes the possibilities and proper design process of servicescape design. Servicescape Design should control the activities including interrelations of participants, efficient service delivery process, and the united images of services for creating the satisfied service experience values.

• Proceedings of the Korean Society for Quality Management Conference
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• 2006.11a
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• pp.38-45
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• 2006

To be competitive, long-range planning and customer satisfaction must be integrated into the company's strategic management objectives. In order to deal with this challenge, an organization must develop an effective marketing policy. It should take into consideration the needs and demands of customers and business strategy. Many companies want to develop a strategic planning framework for policy marketing. And they think that an effective marketing policy must be based on the principles of quality attributes and customer orientation. This paper proposes an integrated approach Kano Analysis, quality function deployment, Potential Customer Satisfaction Index to choose strategic marketing.