• 디지털융복합연구
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• 제12권3호
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• pp.117-126
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• 2014

본 연구는 선호명확성과 고객참여수준이 맞춤서비스의 적합성 평가에 미치는 영향을 살펴보고, 이러한 요인과 상호작용하여 맞춤서비스 평가에 차이를 보일 수 있는 문화권의 차이로 한국과 중국을 설정하여 $2{\times}2{\times}2$ 집단간 실험설계를 통한 ANCOVA분석을 실시하였다. 한국인과 중국인 각각200명을 대상으로 실험을 실시한 결과, 선호가 명확한 경우, 참여수준이 높은 경우, 한국소비자의 경우에 각각 맞춤서비스에 대한 적합성을 높게 지각하는 것으로 나타났다. 그리고 한국소비자들은 참여수준이 높아질수록 적합성이 높다고 평가하지만, 중국소비자들은 참여수준이 높을 때 오히려 적합성 평가가 낮아지고 있었다. 또한 선호명확성이 높은 경우에 참여를 많이 할수록 적합성 평가가 높아지지만, 중국의 경우에는 한국과 달리 참여수준에 따른 적합성 평가 향상이 나타나지 않았다.

• 한국유통학회지:유통연구
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• 제3권1호
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• pp.55-69
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• 1998

One of the urgently-needed retail strategies is to lower the labor expenses of the store. For this purpose, more stores are developing new, fancy techniques to make consumers work for the stores without paying them. Examples include self-service system, consumer suggestion system and others. These are called customer voluntary performance. Intiated by Bettencourt(1997), customer voluntary performance(CVT) becomes an important concept in modern retailing. This paper applies three dimensions of CVP (loyalty, cooperation, participation) to the setting of Consumer Complaint Intentions(CCI). Similar to CVP, CCI has three dimensions in itself (voice, private, third party). The major focus of this empirical research is on finding the possible relationships between three dimensions of CVP and three dimensions of CCI. The results show that participation is positively related to the levels of consumer complaint intentions, whereas loyalty is negatively related to the levels of them. This implies that the weak tactic of CVP(loyalty) may reduce the levels of complaint, but strong one(participation) may not be so. More conceptual and empirrical studies are urgently needed.

• 한국IT서비스학회지
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• 제22권5호
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• pp.1-16
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• 2023

This study aimed to provide fundamental insights into the digital customer experience by identifying its components and analyzing their importance and satisfaction levels among youths. To achieve this objective, the components of digital customer experience were identified through a review of prior research and consultation with experts. Subsequently, a survey was conducted with 200 youths in Seoul and Gyeonggi-do. The main findings of the study are as follows: First, The components of the digital customer experience consisted of 12 items grouped into three categories. Second, an analysis of the disparity between the importance and satisfaction levels of digital customer experience revealed statistically significant differences across all items. Third, By utilizing IPA (Importance-Performance Analysis), the digital customer experience was categorized into four quadrant, each with its own characteristics and recommendations for management: The first quadrant, the "current level maintenance area," encompassed items related to "entertainment" and "recommended service." This area is currently functioning well but necessitates continuous attention and management. The second quadrant, the "area to be supported first," included items such as "personalization," "security," "inducing participation," "privacy," and "individuality expression." Intensive management and improvements are imperative in this quadrant. The third quadrant, the "long-term improvement area," consisted of items like 'consistency,' 'information quality,' and 'convenience.' These items require focus on long-term enhancement efforts. The fourth quadrant, the "areas where efforts have already been invested," encompassed items like 'accessibility' and 'deliberation.' It appears that excessive investment has been made in these areas relative to their importance, calling for selective investments while considering the specific issues associated with each factor. These research findings serve as essential data for managing the digital customer experiences of youths.

• 한국식품조리과학회지
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• 제31권6호
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• pp.756-763
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• 2015

As food waste problems become more severe, the need for reduction plans is increasing. Thus, this study aimed to discover the attitudes towards and the intentions to reduce restaurant food waste as well as the importance of and intentions to participate in reduction plans among adults customers A self-administrated questionnaire was given to 361 adults (216 men and 145 women) over 20 years old residing in Seoul and Gyeonggi province. According to the results, the respondents regarded restaurant food waste problems as serious (4.01). The biggest reason for leaving food was concern about hygiene (3.57), followed by tasting food (3.34) and portions that were too large (3.10). 57.6% responded that they try to reduce food waste when dining out. Women over 30 admitted to leaving food when dining out if the food did not taste as expected, if they had health concerns about additives such as condiments, and for body weight management. The overall average degree of awareness on the gravity of restaurant food waste problems was 4.06, indicating that respondents deeply empathized with the matter. Women showed higher alertness compared to men, and respondents in their 30s or over did more than those in their 20s. Also, respondents who try to reduce food waste when dining out had higher levels of concern than those who did not. According to the results from measuring the importance of and intention to participate in restaurant food waste reduction plans, taking away left-over food was the best option. In short, citizenship improvement campaigns should be designed for restaurants and related organizations in order to stimulate the need and effects of efforts to reduce dine-out food waste and induce aggressive participation by consumers. Diverse methods to increase actual consumer participation in food waste reduction plans that show high consumer participation intentions also needs to be developed.

• 한국IT서비스학회지
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• 제21권5호
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• pp.29-49
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• 2022

Consumers are now no longer satisfied with using a single channel to shop and then desire a smooth and consistent purchasing experience across channels. By integrating different channels and services, an omni-channel strategy allows consumers to choose their preferred channel to complete their shopping tasks. Therefore, large retailers in China have recently been transforming into omni-channel retail formats to secure their competitive advantage. To better implement this strategy and optimize its effectiveness, it is important to understand how consumers respond to the quality of channel integration. Based on social exchange theory (SET), the main purposes of this study are to explore the impact of channel integration quality on consumer engagement in the Chinese omni-channel retailing environment and to further examine whether there is a moderating effect of consumer empowerment on this relationship. To test this research model, we collected data from 330 respondents by conducting an online questionnaire in China. The results indicated that the two dimensions of channel integration (breadth of channel-service choice and transparency of channel-service configuration) positively affected two dimensions of customer engagement (conscious attention and enthusiastic participation), respectively. The findings also show that consumer empowerment only positively moderates the relationship between breadth of channel service choice and conscious attention, whereas it negatively moderates the relationship between transparency of channel-service configuration and conscious attention/enthusiastic participation. Given these results, this study deepens our understanding of the impact of the quality of channel integration on customer engagement in the context of omni-channel retailing in China and sheds light on how retailers can attract consumers with different levels of empowerment.

• 경영과정보연구
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• 제38권1호
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• pp.121-139
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• 2019

본 연구는 고객-종업원 간 관계의 발전에 따라 서비스 산업에서 필수적으로 요구되는 고객참여(CP)의 변화를 종단자료에 의해 잠재성장모형으로 분석하여 고객참여의 변화를 확인하고자 하였다. CP가 관계속에서 이해될 필요가 있다는 사실에 기초하여 본 연구에서는 관계의 발전에 따른 CP의 변화를 확인하고자 하였다. 관계의 역동성을 고려하여 CP가 관계속에서 변화하는 궤적을 종단자료를 통해 밝힘으로써 기존의 횡단적 연구의 한계를 극복하고자 하였다. 또한 관계속에서 어떤 변수들이 고객참여의 변화를 촉진할 수 있는 지에 대해 살펴보고자 하였다. 연구의 결과, 잠재성장모형을 통해 분석한 CP는 관계의 발전에 따라 유의하게 변화하는 것으로 나타났다. 이것은 CP가 관계속에서 이해될 필요가 있다는 사실을 확인한 것이라고 말할 수 있다. 또한, 관계지향성과 의존성은 CP의 초기값에는 긍정적으로 유의하게 영향을 미치지만, CP의 변화를 촉진하는 것으로는 규명되지 못하였다. 결론적으로, 관계의 역동성을 고려한다면, CP 역시 역동적이라는 사실을 인지해야 한다. 본 연구는 횡단적이고 조각적인 CP에 대한 이해에서 벗어나 CP가 역동성을 지니고 있음을 이해하고 이를 통해 서비스기업의 고객관리 프로그램이 운영될 필요가 있음을 지적하고자 하였다. 관계의 변화와 발전에 따라 CP를 유도하는 전략이 달라져야 하며, 이를 통해 관계발전단계별 적절한 CP의 수준이 달성될 수 있는 서비스접점의 성공을 이끌어낼 수 있게 되는 것이다.

• 산업경영시스템학회지
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• 제17권31호
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• pp.163-176
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• 1994

Over the last few years Total Quality Management (TQM) programs have hem widely adapted by Korean manufacturing firms to improve their productivity, competitive edge and product quality levels. The purpose of this study is to evaluate the level of importance placed on four key TQM factors (customer satisfaction, strong management leadership, continuous improvement, imployee involvement and participation) used during the implementation of korean manufacturing TQM programs and to assess the effectiveness of those key factors in improving the performance of the firms. A Questionaire was developed and sent to senior managers in manufacturing organizations throughout korea. This survey asked qustions regarding 1) the firm's business environment and TQM program development 2) subcomponents of the key factors and 3) the effectiveness of the TQM program at improving the performance of the organization. The survey data were analyzed to determine the degree of correlation between each of the factors and the effectiveness of the TQM programs. This study demonstrated that the TQM programs were instrumental at improving the performance of the firms studied, and that the improvement was positively correlated with the length of time that the program had been implemented and the planned duration of the TQM program implementation. It was found that the person-oriented elements of management leadership and employee involvement were positively correlated and predictive of the success of the TQM Program, while the process-oriented components of customer satisfaction and employee involvement were not useful predictors of the effectiveness of the TQM program implementation.

• 산업경영시스템학회지
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• 제40권4호
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• pp.10-20
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• 2017

The proportion of software in the automotive industry is steadily increasing due to the rapid technological development of automobile E/E parts. Because the automotive E/E technology is now on the basis of intelligent automobile and advanced safety automobile technology. The purpose of this study is to investigate the effect of organizational capability (organizational resource capability and management capability), process capability (process capability, customer Requirement management capability), performance dimension (motivation, participation level). In this study, we conducted questionnaires and statistical analysis on engineers (members of the Korea Advanced Automotive Technology Association) who perform research and development activities in the R&D organization of the automotive E/E part in South Korea. ANOVA is applied for the verification of the difference in performance measured by organizational capability, process maturity, and motivation participation level according to company characteristics (level of processing : supply chain configuration, annual sales, total SW development ratio). According to the results of this study, in order to improve the performance of ASPICE or ISO 26262-related consulting project, a different consulting approach strategy considering the characteristics of organization and personnel is needed. In summary, the analysis results for the three main treatment levels are as follows. The difference in organizational capacity, process capability and performance was found to be statistically significant according to supply chain configuration and annual sales, but it was found that the difference of response according to the proportion of total SW was not significant.

• 한국식생활문화학회지
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• 제34권5호
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• pp.534-542
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• 2019

This study aimed to provide insight into methods for activating management of traditional markets by understanding differences in merchant perception according to whether or not the merchant has participated in management activation education. Analysis of merchants' levels of perception of market activation found that educated merchants had a higher perception of pre-post modernization satisfaction, promotion of traditional market revitalization projects, and post-support changes in sales. In a co-marketing context, educated merchants showed significant differences in onnuri gift certificates, bargain sales, festivals and events, and advertisement promotions. With regards to perception of management performances, educated merchants showed statistically significant higher responses for items such as satisfaction with the current vendor, increased sales, and increased customer awareness. The results in this study may be incorporated into the policy-making processes of the government or local governments in order to revitalize traditional markets, and merchant education for activation of management is deemed to be continuously necessary.

• 한국데이타베이스학회:학술대회논문집
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• 한국데이타베이스학회 2010년도 춘계국제학술대회
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• pp.5-12
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• 2010

With a sample of 147 Korean small and medium size companies, this study examined the relationships among degree of information orientation, corporate culture, degree of information management implementation and selected business performances in the process of implementing IMS improvement programs, such as IMS(Information Management System). Information orientation is defined as company-wide understanding and implementation of the underlying philosophy, principles, approached, and tools of information improvement programs. It is assumed that successful implementation of information improvement programs requires a information-oriented mind-set of the employees. The key elements of information orientation include continious improvement structured processes, organixation-wide participation and customer-focused spirit. Culture id defined as the value and beliefs of em organization that shape its behavior. It is also assumed that successful implementation of information improvement programs require strong support from s corporate culture that emphasizes cintinious improvement. Adopting the competing values model of Quinn and McGrath(1985), corporate culture is classified into 'flexible' versus 'controlled culture' and 'outer-directed' versus 'inner-directed culture'. Fitness was defined through the relationship between levels of information oriented and types of corporate culture. The results were as follows. First, it was found that when a company with high information orientation promoted information innovation programs, such as IMS, it reported higher degree of information management implementation and improvement in business performances. Second, the results showed the importance of 'flexible culture' and 'outer-directed culture' in performing information, innovation. Regarding the types of corporate culture, the analysis found that developmental culture, rational culture and group culture were effective. Third, companies with high information oriented and flexible culture or companies with high information orientation and outer-directed culture reported the highest implementation in Information management activities. Fourth, the results showed that the level of information management implementation had a mediating effect on the relationship between information orientation and business performance. It was also found that enhanced non-financial performance led to the improvement of financial performance. This study attempted to exaime the factor that lead information management program to success. In order to reach success, first, it is suggested that companies have positive mind set toward continious information improvement. Secondly, it is recommended that a flexible and outer-directed culture appropriate for continious information improvement is cultivated.