• The Journal of the Convergence on Culture Technology
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• v.7 no.3
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• pp.231-239
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• 2021

The purpose of this study is to verify the effectiveness of service quality on satisfaction factors, and to provide practical information on the management of Taekwondo Dojang nationwide, which are facing difficulties due to the decrease in trainees and COVID-19. In this study, 11 studies were selected from January 2010 to December 2020. The conclusion is as follows. First of all, it has been confirmed that the overall influence of Taekwondo dojo service on satisfaction is moderate. Second, the effectiveness of low-quality service on satisfaction (painting, customers, trainees) was the highest, and there was no significant difference between the factors in order of confidence, response, empathy and reliability. Third, the quality, effectiveness and satisfaction of the satisfaction type were the greatest, and the satisfaction of the trainees was the coating and customer satisfaction.

• Journal of Internet of Things and Convergence
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• v.8 no.5
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• pp.47-54
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• 2022

The development of the Internet of Things led to new services that did not exist before. This required a change to the existing network. This study aims to verify the service quality, satisfaction, repurchase intention relationship, and the moderating effect of online reviews of Chinese consumers using fashion shopping malls. The results of the study showed that from the perspective of consumers in their 20s and 30s in China, the type, reliability, convenience, and interaction of service quality had a positive effect on customer satisfaction and repurchase intention. In addition, negative reviews among online reviews had a great influence on repurchase intention. Based on the results of the study, it will help improve the effect on online product reviews and in-depth understanding of the acceptance of online product reviews for online fashion shopping malls, and establish strategies for fashion companies to effectively manage online product reviews information.

• Journal of Korea Society of Industrial Information Systems
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• v.27 no.5
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• pp.119-128
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• 2022

This study investigated the influence relationship of information service using QR code on customer's service quality perception and loyalty behavior for medical service in the physical environment. As a result of the study, when medical institutions provide location information services about the physical environment by utilizing the usefulness and reliability of QR codes, the perceived quality of customers' QR information will be strengthened, and furthermore, loyalty behavior toward medical services will increase in the future. Considering the spread of smartphones as a popular digital medium today, marketers use QR codes to connect and provide four-dimensional information services without time and place restrictions, thereby strengthening the interactive experience with customers. And these efforts suggest that it can contribute to improving service image and strengthening loyalty beyond simply providing service information to companies.

• The Journal of Information Systems
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• v.31 no.4
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• pp.189-207
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• 2022

Purpose Previous research on customer engagement in SNS marketing has mainly addressed the conceptualization of type of word-of-mouth messages. However, there is a lack of researches about the effect of the brand-page characteristics on the type of word-of-mouth messages. Therefore, this study examined the effect of brand-page characteristics in terms of the type of word-of-mouth messages as the main objective and the effect of the type of word-of-mouth messages in terms of the brand loyalty as the secondary objective in the context of Facebook. Design/methodology/approach The empirical research was based on a poll done through 400 research candidates in the Facebook and the final 342 responses were collected and used in statistical data analysis. The adaptability, trust, and validity to measurement model were verified and the structural relationship in the research model was analyzed through these 342 responses. The collected data verified hypotheses established using the SPSS statistical package and structural equation model using AMOS. Findings The results showed that the BP-information provision had a non-significant effect on the factual word-of-mouth message and a significant effect on the evaluative word-of-mouth message. The BP-reliability had a significant effect on the factual word-of-mouth message and the evaluative word-of-mouth message. The BP-entertainment had a significant effect on the factual word-of-mouth message and the evaluative word-of-mouth effect. The BP-interaction had a non-significant effect on the factual word-of-mouth message and the evaluative word-of-mouth message. Finally, the factual word-of-mouth message and the evaluative word-of-mouth message had a significant effect on the brand loyalty.

• The Journal of the Convergence on Culture Technology
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• v.8 no.6
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• pp.295-302
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• 2022

This study intends to apply the concept of reputation as a tool to positively build an evaluation of the CEO, the CEO of a company. It aims to develop tools to manage the reputation of the CEO and empirically explore the value of the tools use. As a result of the study, reliability, customer management, strategic vision, employee management, and social responsibility were derived as the constituent factors of CEO reputation, and it was confirmed that the relationship between CEO reputation and organizational favorability was statistically causal. Furthermore, the relationship between CEO reputation and product purchase intention was also statistically significant. It was confirmed that if the CEO's reputation was positively managed, it could help the stakeholders to evaluate the company to which the CEO belongs, as well as to purchase the products provided by the company. One of the ways to be well-received by various stakeholders in a corporate environment where uncertainty is intensifying is a reputation management system for CEOs, and CEOs themselves should recognize that their reputation can affect the organization and pay attention to reputation management.

• Journal of the Korea Society of Computer and Information
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• v.14 no.9
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• pp.167-177
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• 2009

As the service quality has been reconsidered in public sector as well as private enterprises, the need for public sectors to adopt principle and practices of private sectors is concerned with customer-focused approach, the different business culture of public service organizations makes it difficult to improve service qualify. Also, Since concept of service contains intangibility, heterogeneity, Simultaneousness and perishability, it makes peoples more difficult to measure service quality. Therefore, this study proposes synthetic Administrative Service duality Index(ASQI) using fuzzy set theory and analytic hierarchy process to evaluate the service qualify in subjective environment. In ASQI model, Fuzzy set theory helps to measure the ambiguity of concepts that are relative to human being's subjective judgement. Also, this study utilizes AHP method to evaluate the preference weights of service quality dimensions (tangibility, reliability, responsiveness, assurance, empathy) for customers.

• Korea Trade Review
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• v.46 no.4
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• pp.189-204
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• 2021

The fourth industrial revolution is affecting the industry as a whole, and the current logistics industry is coexisting with crises and opportunities. As part of overcoming this situation, the online platformization of the logistics market has recently been rapidly taking place, and the growth of e-commerce around developed countries has emerged as a demand for flexible freight services that can send and receive cargo anywhere and anytime at appropriate cost. However, the logistics industry has not been able to change rapidly in line with the demands of the market as it is immersed in traditional transportation transactions. Thus, the digital transformation of the freight market has become urgent to address problems such as uncertainty over traditionally closed and conservative freight market transaction processes and the lack of reliability caused by information asymmetry. Therefore, innovative domestic and foreign companies are attempting to establish a new way of transporting cargo, especially a marketplace way of connecting suppliers and consumers. Current status analysis and case studies were conducted through existing literature surveys, and prior research on freight market place selection factors was previewed, and the selection factors were stratified into five upper and 19 lower factors. Through this study, it is expected that improvements for sustainable growth of freight marketplace companies will be derived and that it will be a basic study of establishing management strategies through marketplace operation and quality control. In addition, it is deemed that the priority of customer requirements can be actively accepted, providing an opportunity to actively respond and strengthen corporate competitiveness.

• Design & Manufacturing
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• v.18 no.3
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• pp.44-53
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• 2024

A injection mold usually requires 30 to 50 revisions, and as the number of revisions increases, the burden of increased costs, schedule delays, and decreased reliability increases, reducing the competitiveness of companies. In addition, these costs become a more serious problem when the customer is far away, which is an obstacle to the export of domestic mold companies with excellent technology. The objective of this study is to develop an augmented reality platform that will facilitate the sharing of realistic 3D virtual objects in real time and enable mold designers to collaborate using a range of tools in remote locations and virtual environments. The platform collaboration solution enables simultaneous participation and synchronization of design collaboration with four types of devices (PC, mobile, VR, and MR). The efficiency and precision of the high-speed injection molding analysis module were validated through rigorous testing, demonstrating a processing speed that ranges from 500 to 3,000 times faster than that of the conventional numerical analysis method, with a relative error of less than 15% and a service performance of more than 80 fps. The user-friendly and intuitive UI/UX was configured and the usability was verified through scenario verification.

• Journal of Distribution Research
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• v.17 no.2
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• pp.29-62
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• 2012

As distribution environment is changing rapidly and competition is more intensive in the channel of distribution, the importance of retailer image and retailer equity is increasing as a different competitive advantages. Also, consumers are not functionally oriented and that their behavior is significantly affected by the symbols such as retailer image which identify retailer in the market place. That is, consumers do not choose products or retailers for their material utilities but consume the symbolic meaning of those products or retailers as expressed in their self images. The concept of self-image congruence has been utilized by marketers and researchers as an aid in better understanding how consumers identify themselves with the brands they buy and the retailer they patronize. Although self-image congruity theory has been tested across many product categories, the theory has not been tested extensively in the retailing. Therefore, this study attempts to investigate the impact of self image congruence between retailer image and self image of consumer on retailer equity such as retailer awareness, retailer association, perceived retailer quality, and retailer loyalty. The purpose of this study is to find out whether retailer-self image congruence can be a new antecedent of retailer equity. In addition, this study tries to examine how four-dimensional retailer equity constructs (retailer awareness, retailer association, perceived retailer quality, and retailer loyalty) affect customers' repatronage intention. For this study, data were gathered by survey and analyzed by structural equation modeling. The sample size in the present study was 254. The reliability of the all seven dimensions was estimated with Cronbach's alpha, composite reliability values and average variance extracted values. We determined whether the measurement model supports the convergent validity and discriminant validity by Exploratory factor analysis and Confirmatory Factor Analysis. For each pair of constructs, the square root of the average variance extracted values exceeded their correlations, thus supporting the discriminant validity of the constructs. Hypotheses were tested using the AMOS 18.0. As expected, the image congruence hypotheses were supported. The greater the degree of congruence between retailer image and self-image, the more favorable were consumers' retailer evaluations. The all two retailer-self image congruence (actual self-image congruence and ideal self-image congruence) affected customer based retailer equity. This result means that retailer-self image congruence is important cue for customers to estimate retailer equity. In other words, consumers are often more likely to prefer products and retail stores that have images similar to their own self-image. Especially, it appeared that effect for the ideal self-image congruence was consistently larger than the actual self-image congruence on the retailer equity. The results mean that consumers prefer or search for stores that have images compatible with consumer's perception of ideal-self. In addition, this study revealed that customers' estimations toward customer based retailer equity affected the repatronage intention. The results showed that all four dimensions (retailer awareness, retailer association, perceived retailer quality, and retailer loyalty) had positive effect on the repatronage intention. That is, management and investment to improve image congruence between retailer and consumers' self make customers' positive evaluation of retailer equity, and then the positive customer based retailer equity can enhance the repatonage intention. And to conclude, retailer's image management is an important part of successful retailer performance management, and the retailer-self image congruence is an important antecedent of retailer equity. Therefore, it is more important to develop and improve retailer's image similar to consumers' image. Given the pressure to provide increased image congruence, it is not surprising that retailers have made significant investments in enhancing the fit between retailer image and self image of consumer. The enhancing such self-image congruence may allow marketers to target customers who may be influenced by image appeals in advertising.

• Asia Marketing Journal
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• v.12 no.2
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• pp.83-110
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• 2010

Dissatisfied customers may express their dissatisfaction behaviorally. These behavioral responses may impact the firms' profitability. How do we model the impact of self regulatory orientation on emotions and subsequent customer behaviors? Obviously, the positive and negative emotions experienced in these situations will influence the overall degree of satisfaction or dissatisfaction with the service(Zeelenberg and Pieters 1999). Most likely, these specific emotions will also partly determine the subsequent behavior in relation to the service and service provider, such as the likelihood of complaining, the degree to which customers will switch or repurchase, and the extent of word of mouth communication they will engage in(Zeelenberg and Pieters 2004). This study investigates the antecedents, consequences of negative consumption emotion and the moderate effect of attribution processing in an integrated model(self regulatory mode → specific emotions → behavioral responses). We focused on the fact that regret and disappointment have effects on consumer behavior. Especially, There are essentially two approaches in this research: the valence based approach and the specific emotions approach. The authors indicate theoretically and show empirically that it matters to distinguish these approaches in services research. and The present studies examined the influence of two regulatory mode concerns(Locomotion orientation and Assessment orientation) with making comparisons on experiencing post decisional regret and disappointment(Pierro, Kruglanski, and Higgins 2006; Pierro et al. 2008). When contemplating a decision with a negative outcome, it was predicted that high (vs low) locomotion would induce more disappointment than regret, whereas high (vs low) assessment would induce more regret than disappointment. The validity of the measurement scales was also confirmed by evaluations provided by the participating respondents and an independent advisory panel; samples provided recommendations throughout the primary, exploratory phases of the study. The resulting goodness of fit statistics were RMR or RMSEA of 0.05, GFI and AGFI greater than 0.9, and a chi-square with a 175.11. The indicators of the each constructs were very good measures of variables and had high convergent validity as evidenced by the reliability with a more than 0.9. Some items were deleted leaving those that reflected the cognitive dimension of importance rather than the dimension. The indicators were very good measures and had convergent validity as evidenced by the reliability of 0.9. These results for all constructs indicate the measurement fits the sample data well and is adequate for use. The scale for each factor was set by fixing the factor loading to one of its indicator variables and then applying the maximum likelihood estimation method. The results of the analysis showed that directions of the effects in the model are ultimately supported by the theory underpinning the causal linkages of the model. This research proposed 6 hypotheses on 6 latent variables and tested through structural equation modeling. 6 alternative measurements were compared through statistical significance test of the paths of research model and the overall fitting level of structural equation model and the result was successful. Also, Locomotion orientation more positively influences disappointment when internal attribution is high than low and Assessment orientation more positively influences regret when external attribution is high than low. In sum, The results of our studies suggest that assessment and locomotion concerns, both as chronic individual predispositions and as situationally induced states, influence the amount of people's experienced regret and disappointment. These findings contribute to our understanding of regulatory mode, regret, and disappointment. In previous studies of regulatory mode, relatively little attention has been paid to the post actional evaluative phase of self regulation. The present findings indicate that assessment concerns and locomotion concerns are clearly distinct in this phase, with individuals higher in assessment delving more into possible alternatives to past actions and individuals higher in locomotion engaging less in such reflective thought. What this suggests is that, separate from decreasing the amount of counterfactual thinking per se, individuals with locomotion concerns want to move on, to get on with it. Regret is about the past and not the future. Thus, individuals with locomotion concerns are less likely to experience regret. The results supported our predictions. We discuss the implications of these findings for the nature of regret and disappointment from the perspective of their relation to regulatory mode. Also, self regulatory mode and the specific emotions(disappointment and regret) were assessed and their influence on customers' behavioral responses(inaction, word of mouth) was examined, using a sample of 275 customers. It was found that emotions have a direct impact on behavior over and above the effects of negative emotions and customer behavior. Hence, We argue against incorporating emotions such as regret and disappointment into a specific response measure and in favor of a specific emotions approach on self regulation. Implications for services marketing practice and theory are discussed.