• Journal of the Korean Society of Clothing and Textiles
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• v.32 no.9
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• pp.1356-1365
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• 2008

As Korean retailers are expanding their return policies, customer abuse and fraud behaviors are increasing. This study attempts to understand customers' unethical return behaviors in the Korean retailing. As an exploratory approach, the study identifies behavioral patterns of unethical returns from retail employees' perspectives. A total of 168 cases collected from 112 individual interviews with retail employees are qualitatively analyzed. Unethical return behaviors are categorized into five groups: lenting/deshopping, product defects with customer faults, unreasonable compensation demands, selfish behaviors, and problem behaviors in the service encounter. The study indicates that a variety of unethical return behaviors are observed despite a short history of return policy in Korea, and renting/deshopping and product defects with customer faults are the most prevalent return abuse behaviors.

• Journal of Digital Convergence
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• v.12 no.3
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• pp.89-94
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• 2014

It empirically studied the effects of customer status, truth of messages, and involvement on loyalty when customer experience demotion in loyalty program. A scenario based 2(customer demotion: highest status customer/middle status customer) ${\times}$ 2(truth of messages: high/low) ${\times}$ 2(involvement: high/low) between-subjects factorial design experiments are conducted for the hypotheses. According to the result of ANCOVA, highest status customer's loyalty and middle status customer's loyalty decrease when they experience demotion. But middle status customer's loyalty less decreases than the highest status customer. Loyalty of the group who feel high truth of message less decreases than those of other groups. And loyalty of the low-involvement group's loyalty less decreases than those of other groups. Moreover it test three way interactions among customer status, truth of messages, and involvement. The result indicates that loyalty of the group who feel high truth of message and low-involvement less decreases than those of other groups.

• Journal of Digital Convergence
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• v.11 no.9
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• pp.67-78
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• 2013

The purpose of this research is to draw family restaurant's strategic operation plan by seeking factors in diverse angles that can affect consumer's evaluation on the service of family restaurant that executes SST(Self Service Technology). For this purpose the research investigated the relationship among technology readiness, customer participation, service quality, customer satisfaction and service repurchase intention. As a result, First optimism and innovation in technology readiness positively affected service quality. Second, emotional participation and physical participation in customer participation positively affected service quality, but informational participation did not positively affect service quality. Third, service quality positively affected customer satisfaction, and customer satisfaction positively affected service repurchase intention. Therefore, this research confirmed marketing effectiveness of technology readiness and customer participation and proved the possibility of service quality, customer satisfaction and service repurchase intention as antecedent variables.

• Journal of Digital Convergence
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• v.15 no.4
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• pp.223-231
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• 2017

This study examined the effects of CSR characteristics on company image, CSV, customer satisfaction, customer citizenship behavior for customers using mobile phones of Samsung, LG, Apple, and Pantech in domestic market. 213 questionnaire samples are used to test 10 hypotheses using structural equation model with AMOS. Results of testing are as follows: First, economic responsibilities, law-ethical responsibilities and philanthropic responsibilities factors of CSR influence positively to company image. Second, economic responsibilities does not influence to CSV. Third, company image influence positively to customer satisfaction and customer citizenship behavior, but CSV does not influence to customer satisfaction This study shows that CSR, company image, CSV are important for customers' increasing customer satisfaction and customer citizenship behavior. Implications and limitations of this study also suggested.

• Journal of Digital Convergence
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• v.16 no.7
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• pp.189-198
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• 2018

Automotive parts distribution industry focused on increasing sales by product quality until early 2010, but as competition has recently intensified, each company has become interested in core values such as customer satisfaction, trust and loyalty. Therefore, effect of customer-oriented service mindset should be analyzed for the relationship between service quality and customer satisfaction, trust, and loyalty in this industry. For this, a questionnaire survey was conducted for 342 distributors. Structural equation models were analyzed using AMOS 23.0. Empirical results show service quality has positive effects on customer loyalty, and customer satisfaction and trust mediate between service quality and customer loyalty. The service quality became a key factor to elicit customer satisfaction, trust and loyalty. Following studies, it is expected to enhance service quality focusing on extending region coverages.

• The Journal of Society for e-Business Studies
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• v.23 no.4
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• pp.41-62
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• 2018

Despite the rapid growth of the mobile shopping market, major market participants are continuing to suffer operating losses due to severe competition. To solve this problem, the mobile shopping market requires research to improve customer satisfaction and customer loyalty rather than excessive competition. However, the existing studies have limits to reflect the direct needs of customers because they extract the factors on the basis of the Technology Acceptance Model and the literature study. In this study, to reflect the direct requirements of users of mobile shopping Apps, we derived concretely and various factors influencing customer satisfaction through a topic analysis using user reviews. And then we assessed the importance of derived factors to customer satisfaction and analyzed the effects of customer satisfaction on customer complaints and customer loyalty on a structural equation model based on the American customer satisfaction index. We expect that our framework linking a topic analysis and a structural equation model is to be applicable to studies on the customer satisfaction of other mobile services.

• Journal of the Korean Operations Research and Management Science Society
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• v.20 no.2
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• pp.1-10
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• 1995

In this study, a threshold policy is considered for the M/M/2 queueing system with server vacations. The probability generating function for the number of customers present in the system is derived using an embedded Markov chain approach. Then, assuming a linear cost structure, an efficient procedure to find an optimal threshold policy is presented. The Laplace-Stieltjes transofrm for th waiting time of an arbitrary customer under a "FIFO" discipline is also derived.o derived.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.32 no.3
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• pp.40-48
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• 2009

In this article, scheduling of a casting sequence is studied in a casting foundry which must deliver products according to the Just-in-time(JIT) production policy of a customer. When a foundry manufactures a variety of casts with an identical alloy simultaneously, it frequently faces the task of production scheduling. An optimal casting schedule should be emphasized in order to maximize the production rate and raw material efficiency under the constraints of limited resources; melting furnaces and operation time for a casting machine. To solve this practical problem-fulfilling the objectives of casting the assigned mixed orders for the highest raw material efficiency in a way specified by the customer's JIT schedule, we implement simple integer programming. A simulation to solve a real production problem in a typical casting plant proves that the proposed method provides a feasible solution with a high accuracy for a complex, multi-variable and multi-constraint optimization problem. Employing this simple methodology, a casting foundry having an automated casting machine can produce a mixed order of casts with a maximum furnace utilization within the due date, and provide them according to their customer's JIT inventory policy.

• International Journal of Advanced Culture Technology
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• v.6 no.3
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• pp.151-162
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• 2018

In deriving the economic order quantity (EOQ) formula, it is tacitly assumed that the buyer has to pay product price while receiving the product from the supplier. However, as a marketing policy, some suppliers permit a delay in payments to the buyers to increase demand for the product they made. Credit transactions would have a positive effect on both suppliers and buyers. For a supplier who offers trade credit, it is an effective means of price differentiation to increase the demand for the product. Availability of opportunity to delay the payment in buyer effectively reduces the cost of holding stocks and therefore, the buyer has a lot of price options to choose his sales price for a customer. Since the buyer's order is affected by the customer's demand, the problems of determining the sales price and EOQ are interdependent and must be solved simultaneously. From this perspective, this paper evaluates the problem of determining the optimal sales price and EOQ for the buyer at the same time when the supplier allows a delay in payments for the product whose demand is represented as a function that decreases linearly with the sales price. For the analysis, it is also assumed that inventory is exhausted not only by customer's but also by decay.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.41 no.3
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• pp.145-153
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• 2018

Taguchi regarded the concept of quality as 'total loss to society due to fluctuations in quality characteristics from the time of supplied to the customer.' The loss function is a representative tool that can quantitatively convert the loss that occurs due to the deviation of the quality characteristic value from the target value. This has been utilized in various studies with the advantage that it can change the social loss caused by fluctuation of quality characteristics to economic cost. The loss function has also been used extensively in the study of producer specification limits. However, in previous studies, only the second order loss function of Taguchi is used. Therefore, various types of losses that can occur in the process can't be considered. In this study, we divide the types of losses that can occur in the process considering the first and second loss functions and the Spiring's reflected normal loss function, and perform total inspection before delivering the customer to determine the optimal producer specification limit that minimizes the total cost. Also, we will divide the quality policy for the products beyond the specification limits into two. In addition, we will show the illustration of expected loss cost change of each model according to the change of major condition such as customer specifications and maximum loss cost.