• 한국콘텐츠학회논문지
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• 제16권4호
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• pp.195-203
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• 2016

본 연구에서는 커피 전문점 고객들의 구매 의사 결정 메커니즘에 대해 살펴보고자 한다. 고객들의 재구매 의도를 형성하는 주요 선행 요인으로 고객 만족, 인지된 가치, 브랜드 이미지를 고려하였다. 인지된 가치는 다차원 접근법을 바탕으로 실용적 가치, 유희적 가치, 사회적 가치로 구분하여, 각 가치 요인들이 고객들의 구매 의사 결정에 미치는 영향을 살펴보았다. 제안한 연구 모형은 커피 전문점을 자주 방문한 232명의 대학생들을 대상으로 분석하였으며, LISREL을 이용하여 구조방정식 모형을 검증하였다. 연구 분석 결과, 제안한 연구 모형은 재구매 의도 분산의 67%, 고객 만족 분산의 73%를 설명하였다. 고객 만족과 브랜드 이미지는 재구매 의도 형성에 핵심적인 역할을 담당하였다. 그리고 실용적 가치와 유희적 가치는 재구매 의도에 유의한 영향을 미쳤지만, 사회적 가치는 재구매 의도에 부정적인 영향을 미쳤다.

• Journal of Korea Trade
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• 제25권5호
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• pp.19-38
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• 2021

Purpose - This study aims to verify the direct causal relationship between cost competitiveness and global network competitiveness, which are the tangible service quality factors determined by the shipping company, which in turn affect the shipper's customer satisfaction. Additionally, we empirically investigate the intangible, related service qualities determined by shipping companies, such as operational competitiveness and customer relationship quality, and how these then positively affect customer satisfaction through the formation of trust. Therefore, we examine the mediating effect of trust formation among different contractors for shipping services. Design/methodology - In order to examine the shipping company's tangible and intangible service-qualities perceived by the shipper on customer satisfaction and the process of trust formation between contractors, we collected valid data from 114 respondents out of 200 distributed questionnaires. The respondents consisted of domestic freight forwarders who engage with domestic and international shipping and logistics agencies. Descriptive statistics, confirmatory factor analysis, reliability, convergent and discriminant validities, common method bias, and PLS-SEM (partial least square-structural equation model) were analyzed using the program STATA 16. Findings - The findings of this study are as follows. First, our results showed that all hypotheses assumed in this study had statistically significant supporting evidence. Second, it was found that the mediating effect of trust was significant in affecting the quality of intangible service- qualities for customer satisfaction. Third, through supplementary analysis, we found that the global network competitiveness of domestic shipping companies will increase in importance in the future. In conclusion, the theoretical and practical implications of these findings are presented. Originality/value - This study reaffirmed the traditional causal relationship between customer satisfaction and tangible service quality. Additionally, we also contribute to the literature on the understanding of the causal relationship between trust formation and customer satisfaction through intangible interactions from a long-term perspective.

• 산업공학
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• 제13권3호
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• pp.306-319
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• 2000

The purpose of this research is to study customer-supplier relationships, particularly their partnerships, to help managers and practitioners successfully design, develop, implement and deploy tools and joint practices as a means for an effective supply chain management (SCM). To achieve this purpose, a total of 1,811 potential survey questionnaire respondents responsible for purchasing, sales/marketing, quality-, and production- or operations-related functions of U.S. private manufacturing companies in SIC 35, 36, and 37 were used to collect quantitative data. Using 172 usable survey questionnaire responses, eight hypothesized relationships were tested using two independent (joint use of specific tools and joint practices) and four dependent variables (informed partners, role integrity, conflict resolution, and mutuality). From the overall perspective (customer+supplier), organizations with higher levels of joint action have higher degrees of informed partners whereas organizations with higher levels of joint action resolve conflicts formally and do not have higher degrees of mutuality.

• 산업공학
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• 제14권3호
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• pp.236-246
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• 2001

The purpose of the study is to identify specific tools and joint practices used in customer-supplier partnerships and to investigate performance outcomes resulting from using the identified tools and joint practices. To achieve the purpose, related literatures in the area of marketing, purchasing, and management systems engineering are reviewed. Successful and world-class supply and/or supplier management cases are examined in-depth as well. Before addressing the purpose of this study, quality experts' assertions on and historical perspective of Supply Chain Management(SCM) and general issues on customer-supplier partnerships are also mentioned.

• 대한안전경영과학회지
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• 제10권3호
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• pp.145-154
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• 2008

The Location Based Services (LBS) comprise spatial information and mobile technology allow users to receive various services based on Global Positioning Systems (GPS). Although, spatial information based services are very useful, it has lots of possibility to damage privacy protection. But the contents of the legislation by government have problems conflicted between protection of a person's location information and invigoration LBS. Therefore, in this study suggest a causal model to deal with user satisfaction and factors affecting spatial information based services to customer perspective. The proposed research model is tested empirically with one hundred and forty one usable questionnaires and partial least square (PLS) method. Experimental results showed that the usefulness, playfulness, and service quality play a prominent role in influencing the spatial information services satisfaction compared to other factors. But, easy of use and perceived risk are not significant.

• 한국경영과학회:학술대회논문집
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• 대한산업공학회/한국경영과학회 2006년도 춘계공동학술대회 논문집
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• pp.45-48
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• 2006

This paper proposes a systematic framework for developing new service concepts, with an emphasis on the customer's perspective. The framework consists of three phases; identification of customer needs, extraction of new service opportunities, and generation of new service concepts. The proposed framework is demonstrated through a case study in the telecommunications industry.

• International Journal of Reliability and Applications
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• 제18권1호
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• pp.9-20
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• 2017

In this paper, we consider a renewable repair-replacement warranty strategy with age-dependent minimal repair service and propose an optimal maintenance model during post-warranty period. Such model implements the repair time limit under warranty and follows with a certain form of system maintenance strategy when the warranty expires. The expected cost rate is investigated per unit time during the life period of the system as for the standard for optimality. Based on the cost design defined for each failure of the system, the expected cost rate is derived during the life period of the system, considering that a renewable minimal repair-replacement warranty strategy with the repair time limit is provided to the customer under warranty. When the warranty is finished, the maintenance of the system is the customer's responsibility. The life period of the system is defined and the expected cost rate is developed from the viewpoint of the customer's perspective. We obtain the optimal maintenance strategy during the maintenance period by minimizing such a cost rate after a warranty expires. Numerical examples using field data are shown to exemplify the application of the methodologies proposed in this paper.

• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2007년도 춘계학술대회
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• pp.373-385
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• 2007

The Location Based Services (LBS) comprise spatial information and mobile technology allow users to receive various services based on Global Positioning Systems (GPS). Although, spatial information based services are very useful, it has lots of possibility to damage privacy protection. But the contents of the legislation by government have problems conflicted between protection of a person's location information and invigoration LBS. Therefore, in this study suggest a causal model to deal with user satisfaction and factors affecting spatial information based services to customer perspective. The proposed research model is tested empirically with one hundred and forty one usable questionnaires and partial least square (PLS) method. Experimental results showed that the usefulness, playfulness, and service quality play a prominent role in influencing the spatial information services satisfaction compared to other factors. But, easy of use and perceived risk are not significant.

• 한국IT서비스학회지
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• 제12권3호
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• pp.273-287
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• 2013

The objective of this study is to empirically develop performance evaluation measures for LIS (logistics information systems) based upon BSC (balanced scorecard) model and determine the relative importance among four perspectives of BSC using AHP (analytic hierarchy process) methodology. Above all, forty nine probable measures for evaluating LIS performance were identified through reviewing the previous research related with SCM (supply chain management), logistics management, and information systems evaluation. And then, these probable measures were examined by means of coincidence analyses using three mutually exclusive criteria(validity of content, ease of measurement and reliability of measurement). Data for conducting the coincidence analyses were collected from LIS users and LIS development personnel. As the results of the coincidence analyses, it was found that 31 ones among 49 probable performance evaluation measures theoretically derived could be qualified for LIS performance evaluation. And AHP analysis showed that the weight of each perspective was respectively as follows : 46.8% for financial perspective, 31.3% for customer perspective, 14.8% for internal business process perspective, and 7.1% for learning and growth perspective. The academic contribution of this study is that performance evaluation measures for LIS could be systematically and empirically developed on the basis of BSC. Also, the results of this study are expected to be used as a practice guideline of evaluating and improving LIS.

• 한국경영과학회:학술대회논문집
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• 한국경영과학회 2005년도 추계학술대회 및 정기총회
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• pp.207-212
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• 2005

The SM(System Management) is more important than SI(System Integration) in business model of software industry. And the role of ITO(IT Outsourcing) is increasing, recently. Also, The interest of ITIL increasing in the software industry. In the perspective of business, IT organization has been transformed from supportive division the core business organization, IT organization needs the satisfaction of customer’s requirements. So, process oriented IT management is required. In the perspective of technique, according to need of IT infra for a rapid change management, an application management, systematic development and operating process are required. Therefore, this paper analyzes of IT service core process in service support and service delivery that was offered by ITIL using the AHP methodology This paper shows the results of IT service survey in domestic software industry. And this paper gives a guideline of introduction ITIL