• Proceedings of the Korean Operations and Management Science Society Conference
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• 2007.11a
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• pp.488-492
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• 2007

In this study, we investigated how to distinguish customer delivered value to re-purchasing in fierce B2C industry. To identify key managerial variables that could distinctively impact re-purchasing, we first identified customer value proposition as per the customer buying decision process. Next, core value propositions of choice efficiency and competitive price are defined to determine vendor satisfaction during the searching stage and purchasing stage. The trust level is also introduced in the sense of reflecting confirmation to guarantee after purchase security. Then, significant managerial variables to impact on core value propositions are extracted. The resulting structural model illustrated that search convenience and quality assurance affect the choice efficiency, and re-purchase intention is strongly explained by both the vendor satisfaction and trust level. The empirical testing results also support that transaction cost reduction is key determinant of shopping at the Internet shopping mall. Furthermore, trust level should be combined to induce re-purchasing in addition to transaction cost savings.

• The Korean Journal of Franchise Management
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• v.9 no.1
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• pp.27-39
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• 2018

Purpose - Recently, the mobile application field has been receiving astronomical attention from the past few years due to the growing number of mobile app downloads and withal due to the revenues being engendered. Especially delivery apps by mobile service market is experiencing rapid growth and competition is intensifying. Therefore, delivery apps' choice attributes has become important as a strategy for survival of franchise firms. Based on previous studies, this research proposed the theoretical framework about the structural relationships among customer satisfaction, trust and revisit intention on delivery apps' choice attributes. Research design, data, and methodology - This study examines the structural relationship between choice attributes of using the delivery app, satisfaction, trust, and revisit intention. More specifically, this study has been examined from the perspective of Generation Y who is enjoying electronic commerce and shopping with mobile phone. In this model, choice attributes of delivery app consists of three sub-dimensions such as service quality, system quality, interaction quality. So as to test the purposes of this study, research model and hypotheses were developed. After excluding 24 invalid respondent questionnaires, 201 valid questionnaires were coded and analyzed using frequency, confirmatory factor analysis, correlations analysis, and structural equation modeling with SPSS 21 and SmartPLS 3.0. Result - The results of the study are as follows. First, service quality and interaction quality had positive effects on satisfaction, and interaction quality had positive effects on trust, but system quality did not have a significant effect on both satisfaction and trust. Second, satisfaction had positive effects on both trust and revisit intention. Third, trust had positive effects on revisit intention. Conclusions - The implications of this study are following as: From the theoretical perspective, this study confirms the effect of delivery apps' choice attributes on satisfaction, trust, and revisit intention. In addition, it is significant that we examined the influence of choice attributes of delivery apps on their attitudes and behaviors of Generation Y familiar with mobile environment. Through this study, we hypothesized that the attributes of service quality and interaction quality of delivery apps have a significant effect on customer satisfaction, and this can be expected to provide meaningful implications for the development of franchise restaurant industry. To encourage continuous repurchase through customer satisfaction, franchise companies need to establish various strategic alliances with delivery app companies and new growth engines by providing diverse and high-quality services to customers in the smart age.

• Industrial Engineering and Management Systems
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• v.15 no.4
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• pp.324-334
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• 2016

Manufacturers and retailers are interested in how prices, promotions, discounts and other marketing variables can influence the sales and shares of the products that they produce or sell. Therefore, many models have been developed to predict the brand share. Since the customer choice models are usually used to predict the market share, here we use hybrid model of Probabilistic Neural Network and Artificial Bee colony Algorithm (PNN-ABC) that we have introduced to model consumer choice to predict brand share. The evaluation process is carried out using the same data set that we have used for modeling individual consumer choices in a retail coffee market. Then, to show good performance of this model we compare it with Artificial Neural Network with one hidden layer, Artificial Neural Network with two hidden layer, Artificial Neural Network trained with genetic algorithms (ANN-GA), and Probabilistic Neural Network. The evaluated results show that the offered model is outperforms better than other previous models, so it can be use as an effective tool for modeling consumer choice and predicting market share.

• Management & Information Systems Review
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• v.5
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• pp.61-79
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• 2000

This research suggests the strategic adoption methodology of Customer Relationship Management. The backgrounds of CRM is the business environment changing that Market power is shifting to the customer who has unprecedented powers of choice today. The strategic adoption of Customer Relationship Management determines the value, needs and preferences of each customer or customer segment. Customer Relationship Strategy is an explicitly defined plan for how a company has decided to connect with, relate to, and focus on its chosen customers to create value. Deliberate decisions must be made, often involving trade-offs, so that investments are aligned with customer needs and value. Plan defined in terms of target customers value proposition, role in value delivery, and risk/reward sharing. All customers are not created equal; specific customers and/or customers segments are more desirable/valuable to pursue. Key premise of CRM is that value can be created by changing company's business model to better connect with customers. Area of service of Customer Relationship Management are as follows. Portfolio strategy, Market Opportunity Assessment, Brand Equity, Market Positioning, Pricing, Channel Strategy, Market Segmentation. Target Market Identification, Customer LifeTime Value Analysis, Customer Profitability, Customer Connections Economics Analysis. The objects of CRM are maximizing customer service effectiveness, improving customer loyalty, increasing customer service efficiency, optimizing intelligence about customer behaviors and preferences.

• Journal of Korean Society of Transportation
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• v.28 no.5
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• pp.65-75
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• 2010

The objective of this paper is to quantify economic values of parcel service attributes (safety, reliability, quickness, and kindness and customer service) using the contingent choice method and to investigate impact factors (such as sex, age, and education), which influence choice of desirable parcel services. As empirical results, the marginal willingness-to-pay for multiple attributes of parcel service is calculated as about 2,349.6 KRW for the safety attribute, about 829.3 KRW for the reliability attribute, about 588.5 KRW for the quickness attribute, and about 358.8 KRW for the kindness and customer service attribute, according to the estimation model without covariates. The overall results indicate that the safety attribute ranks highest among parcel service attributes, followed by the reliability attribute, quickness attribute, and kindness and customer service attribute. These results can be useful in the decision-making process for establishing desirable pricing policies for parcel service.

• Korean Management Science Review
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• v.32 no.2
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• pp.69-78
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• 2015

This paper considers a Bayesian Poisson model for multivariate count data using multiplicative rates. More specifically we compose the parameter for overall arrival rates by the product of two parameters, a common effect and an individual effect. The common effect is composed of autoregressive evolution of the parameter, which allows for analysis on seasonal effects on all multivariate time series. In addition, analysis on individual effects allows the researcher to differentiate the time series by whatevercharacterization of their choice. This type of model allows the researcher to specifically analyze two different forms of effects separately and produce a more robust result. We illustrate a simple MCMC generation combined with a Gibbs sampler step in estimating the posterior joint distribution of all parameters in the model. On the whole, the model presented in this study is an intuitive model which may handle complicated problems, and we highlight the properties and possible applications of the model with an example, analyzing real time series data involving customer arrivals to a large retail store.

• International Commerce and Information Review
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• v.18 no.3
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• pp.227-248
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• 2016

World aviation market has been expanded every year caused by improvement of economic level quality of individual life, increase of the development of tourist industry. Aviation companies have compete to develpe the service program for the maintaining of sustainable choice by customer and develop the market share. This study aims to suggest customer service strategy which is based on the relations between satisfaction by providing a differentiated service quality. This paper is focusing on the investigation with the mediating role of commitments on customer satisfaction in Aviation company. For this purpose, we do literature reviews, develop research model and conduct an empirical research. The literature review covers theoretical discussion on customer satisfaction and core variables for hypothesis setting. This analysis shows the airline service factors have a positive effect on the customers' satisfaction and re-choice intention. And it is necessary to improve airlines' systematic management and strategic development on airline service factors for better airlines' customer service.

• Journal of the Korean Operations Research and Management Science Society
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• v.29 no.1
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• pp.101-112
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• 2004

Customer satisfaction level is usually measured in terms of price, qualify, customization, after-sale-service, product variety etc. Each firm sets up a distinctive production/marketing strategy to gain competitive advantage by Prioritizing the customer satisfaction measures. The market differentiation strategy directly results in supply chain performance such as lead time, inventory, customer fill rate and market share. Product proliferation desirable in customization sense often conflicts the economies of scale effect in production side. This paper focuses the relationship between product variety and market share. Specifically, we investigate how introduction of new product affects the current market share, i.e., formation of customer preference and provide some insight into the optimal range of product variety.

• Journal of Service Research and Studies
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• v.11 no.3
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• pp.17-30
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• 2021

In the context of Sharing Accommodation has become a new type of accommodation choice for customers. The purpose of this study is to improve the existing defects of Sharing Accommodation Services through insight into the pain points of customer experience, so as to improve customer satisfaction. In this study, Airbnb and Tujia were selected as the subjects for comparative study. By collecting and sorting out references, the research background of Sharing Accommodation is analyzed in depth. Research methods of Service Design, such as Customer Journey Map and Service Blueprint, are adopted to gain insight into customer needs, identify pain points and propose hypothesis of service optimization. Tools such as Kano Model and Potential Customer Satisfaction are used to test and determine three schemes for optimizing the service. Finally, the results are displayed through Service Scenario. The research results can help operators of Sharing Accommodation to identify and improve the elements of service and provide a higher quality customer experience, thus promoting the healthy development of Sharing Accommodation market.

• Asia-Pacific Journal of Business
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• v.2 no.1
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• pp.23-48
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• 2011

Generally, higher brand equity ends up with higher market share and higher profitability. However, superior brand equity does not guarantee the success in the market. That is, consumer choice is closely related to brand equity but we need more than brand equity to explain this complex phenomenon. We adopt the customer equity concepts: value equity, brand equity, and retention equity. By incorporating value equity and retention equity into customer equity, it is possible to avoid the problems of using the brand equity only. In the paper, we apply this customer equity concepts to cellular phone and investigate the effects of antecedent variables such as exposure, knowledge, positive experience and negative experience on the components of customer equity. In addition, as surrogate measure of customer lifetime value, the weighted measure of purchase intention, consideration set inclusion, and next purchase is used as dependent variable. We estimate the effects of components of customer equity at the brand level and aggregate level using SURE model. Estimation results show that Apple has currently low market share but has high future potentials and Korean firms have currently high market share but has rather low future potentials.