• Journal of the Korea Academia-Industrial cooperation Society
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• v.11 no.11
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• pp.4251-4259
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• 2010

This study investigates the needs of cruise tourists for building customer oriented ubiquitous tourism services. Through the field survey, the relationship between cruise tourism motivations and ubiquitous cruise services were analyzed. In this study, cruise tourism motivations mean destination attraction, family friendship, socialization, education/novelty and escape from daily routine. And ubiquitous cruise services are consists of boarding service, security service, safety service, customization service, and payment services. The results are as follows; cruise tourists with more socialization motivation get more use intention of ubiquitous payment service; cruise tourists with more destination attraction have more use intention of ubiquitous customization service.

• Journal of Korean society of Dental Hygiene
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• v.3 no.2
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• pp.209-220
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• 2003

The purpose of this study was to examine how clients who visited dental institutions perceived client services, what sorts of client services were provided to them and to what extent they were satisfied with them. It's ultimately meant to seek ways to enhance and enlarge client services. A survey was conducted on 379 residents who used dental institutions in Seoul and Gyeonggi provinces, and the findings of this study were as follows: 1. 64.6 percent of the people investigated weren't aware of client services, and 33.0 percent viewed them as part of medical services. 77.5 percent had grievances about dental institutions they'd ever used. 2. The biggest complaint was that the dental treatments they received weren't covered by the dental insurance. As for how to solve their grievances, the largest group of them told the employees of the dental institutions about their complaints or didn't use them again. When asked whether the dental institutions took any steps to get rid of their grievances, the greatest group replied they had no idea. and the second largest group answered they took no measure. 3. By age and educational level, those who were in their 60s and up and stopped at elementary school were best cognizant of client services. Among client service variables, they were most satisfied with how the employees handled their complaints, and as to overall satisfaction, their willingness to revisit ranked highest. 4. Concerning connections among client service awareness, service variables and overall satisfaction level, their awareness of client services had a positive correlational relationship with every service variable and satisfaction level. Among the service variables, prompt client services and employee attitude were positively correlated to overall satisfaction level, but service procedure, facilities and information services exercised little impact on that. 5. As for what factors affected their content with client services, their client service awareness was identified as one of the important factors to influence their use of dental institutions, the outcome of their visit and their willingness to revisit. The above-mentioned findings suggested that dental institutions should strengthen publicity activities to inform people of client services, and encourage them to express their grievances. In addition, they should take an immediate action to remove their complaints, and try to get a successful feedback to offer higher-quality medical services and customer-oriented services.

• Journal of Distribution Science
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• v.9 no.4
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• pp.15-27
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• 2011

Although a huge number of academic researchers have paid considerable attention to exploring both the degree to which store image influences retailer brand customers and how to develop store personality, they have overlooked the contemporary retail context in which retailers have developed many different types of retailer brands, that is, price-oriented or quality-oriented retailer brands. Rather than focusing on the latter, much literature has looked at the former. Accordingly, even though there are many articles related to store image, a few authors have shown their interest in identifying the extent to which store personality affects customers purchasing retailer brands at lower prices. As a result, their efforts have been to illustrate the relationship between store image and consumer behaviours buying retailer brands. In that multiple retailers over the world such as E-Mart, Lotte-Mart, Tesco Korea and Tesco UK have actively introduced not only the quality-focused retailer brands that quality is better than, or equal to national brands, and prices are slightly higher than, or equal to them, but also price-focused retailer brands, academicians should make an effort to investigate how store image affects customers purchasing a quality-oriented retailer brand, comparing with previous research results. That is why the authors illustrate the extent to which store personality components influence retailer brand customers, including particularly quality-oriented retailer brand customers through an empirical research. By adopting a questionnaire method as a research technique to illuminate the relationship between store image components and retailer brand customers, research validity increases and further, data gathered through a field survey are analysed through a few statistic analysis methods, in order to minimise statistical deviations. Compared with the prior research concentrated on price-focused retailer brands, the authors have significantly shed light on customer behaviours purchasing retailer brand products with higher quality. When it comes to store personality components, the research suggests the following five items: merchandise attributes, services, physical facilities, promotions, and institutional image, considering the subcomponents mentioned by the previous research. Proposing the conceptual research model which those elements are differently hypothesised, according to retailer brand types: PR (Price-oriented Retailer brand) and QR (Quality-oriented Retailer brand), the research is proceeded. Through empirical research, the authors found that amongst the five items, only promotion influenced retailer brand customers in the Korean retailing marketplace, unlike other countries explored by many researchers, such as UK. Although much literature emphasises that those elements are closely related to retailer brand buying proneness, it is completely not fit to the Korean market. Also, research findings provide new insights into the degree of store image effects on retailer brand customers for academiciansand practitioners. Whether the retailer brand development program that a retailer has carried simultaneously both price-focused and quality-focused retailer brand types is practically profitable should be explored in the future.

• Korea Journal of Hospital Management
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• v.22 no.3
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• pp.118-132
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• 2017

This study developed key elements of dental service guidelines for the disabled patients. In order to provide consumer-oriented service guidelines for the dental patients with disability, service design method was applied. Using service design method guided by the double diamond design process, this study implemented consumer survey, observation, and contextual interviews for consumers' needs assessment. And customer journey map, mind maps, and blueprints were utilized to visualize consumer needs and guidelines for dental care services for the disabled. According to the study, disabled consumers have needs for expertise of the medical staff, dental care institutions specialized on the disabled, financial support, establishment of the facilities for the disabled, comfortable atmosphere in the institutions, and communication with medical staffs. Based on the needs of the disabled, 5 key elements of the dental care services were developed: convenience, expertise, empathy, financial support, and education and management. And service design guidelines were proposed to implement key elements of dental care services for the patients with disability. This study is significant in that it is the first attempt to apply the service design technique from the consumer perspectives in the field of dental care for the disabled. Furthermore the process of this study has become a reference that can be utilized and applied to other medical institution.

• Journal of Convergence for Information Technology
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• v.10 no.1
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• pp.235-242
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• 2020

This study aims to provide direction for improvement of the hospital's management environment for customer satisfaction management, which is ultimately consumer-oriented in practice. this study was analyzed the relationship between hospital use satisfaction relative to expected level and medical service provision process for inpatients. The study method collected data from September 10 to September 30, 2018 for patients with inpatient care at hospitals and general hospitals under 300 beds, and conducted a t-test, ANOVA, and logistic regression. According to the analysis, hospital brands were the most frequently chosen reason for hospitalization, followed by doctor brands. The satisfaction level of the inpatient medical service provision process showed no statistical differences depending on the general characteristics. It has been confirmed that the hospital's satisfaction level relative to the expected level of inpatients has a causal relationship that significantly affects the hospitalized procedure the course of the provision of medical services.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.9 no.1
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• pp.177-186
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• 2014

Failure mode and effect analysis (FMEA) is a systematic approach for identifying potential failures before they occur, with the intent to minimize the risk associated with them. It has been widely used in the various manufacturing industries as a solution to reliability problems. As the importance of the service sector is increasing, however, it has been recently extended to some applications in services. Despite these attempts, FMEA cannot be directly applied to the reliability problems in a service industry. Due to the heterogeneity and customer participation in service process, we cannot perfectly prevent service failures. For this reason, we suggest a new risk priority number with three input parameters that consist of severity, probability of occurrence, and recoverability. In this paper, we propose an approach for assessing service risk and service reliability using the service-oriented risk priority number (S-RPN). An example regarding a hypermarket service process is used to demonstrate the proposed approach.

• Culinary science and hospitality research
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• v.16 no.3
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• pp.161-173
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• 2010

The foodservice industry should be customer-oriented and service-oriented because production and consumption occur simultaneously and sales depend on customers' participation in the foodservice industry. In this respect, it is faced with maintaining minimum human resources with efficient management systems and policies which employees can offer quality services. This study, therefore, aims to find out how internal marketing strategies affect conflict perception. The result of the study is as follows. Communication, service training, employee benefits and a reward system are generally important in the internal marketing. In particular, it is considered that employee benefits and a reward system based on finance are more important to employees than any other factor. Accordingly, companies should consider facilities offered to the employees, vacation and employee benefits. Also, it is shown that communication-obstacles take high proportion in the cause of conflicts and employee benefits in the internal marketing. This study showed the possibility of internal marketing used as a management method of human resources and a solution for resolving conflicts.

• Journal of Korean Society for Quality Management
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• v.39 no.1
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• pp.34-44
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• 2011

In this research, the selection of rail tour items of importance and achievement of service quality will be different 'analysis under the assumption that the relationships between them, were studied. Through this research, managers' subjective judgments of the customer rather than by a judge, ie, the true value to our customers think of the rail service quality for tourism products is crucial to develop the important elements. In addition, market-oriented thinking is to present the basic data of the transition. To summarize the conclusions of this paper is as follows. First, what tourists are seeking, constant research and improvement of tourism services should be looking for ways. Secondly, the focus on service quality aspects of products and the urgent need to identify the side of part "Concentrate Here" and "Possible Overkill" by reducing the effort to improve the efficiency of management is considered to be accelerated. Finally, most point in terms of focus and means of transport for the tourism sector as well as the railway tourism products, using the railway as a tourism product now on tour items should be changed.

• Journal of Korean Academy of Nursing Administration
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• v.11 no.4
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• pp.385-399
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• 2005

Objective: The objective was to extract a preliminary performance measurement indicators of nursing organizations in hospitals using the BSC(Balanced Score Card) developed by Kaplan and Norton, and to analyze the content validity and evaluation methods of the performance measurement indicators with actual nurses in the nursing organization as participants in the study. Methods: The preliminary performance measurement indicators was created through a literature review and had the content validity by a professional. This survey was sent via post to 316 nurse managers and nurses with more than 5 years of experience in seven secondary and tertiary hospitals in the Seoul Gyonggi district. The completed questionnaires were returned by mail. Results: Fourteen indicators for finances, 16 for customer services, 27 for internal business processes, and 13 for learning and growth were selected. Conclusion: Amidst a rapidly changing medical environment, a first step was taken towards developing a performance measurement from various perspectives for nursing organizations in hospitals from various perspectives, rather than just one or a past-oriented perspective. However, as the most important thing is to actually use these indicators, continuous interest in publicity and education must be developed.

• Proceedings of the Korean Institute of Interior Design Conference
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• 2005.10a
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• pp.100-105
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• 2005

Recently cosmetic enterprises make rapid progress try to make well-known brands to perceive an image marketing. As the result, the brand's reliability continues to grow, beyond a medium of expression in two-dimensional, but through tridimensional, on brand's image runs strategies. In a strategic point suchlike visual as a shop's image give a stimulus to customers for increase invalue in corporate image and value of commodities. In the strategy of increase in sales, it is on the rise immediate constituent to consumers. Through cosmetic brand shops, cosmetic industries are provide personalized services and cultural facilities, rather than just selling products and to help revitalization of the cosmetic markets, and the pursuit of customer-oriented segmentation strategy to make changes for the better image for the shops. Each cosmetic brand shops' image of segmentation strategy has an effect on individual organizations and designs. As of today in Korea, cosmetic brand shop's designs, start to appear in the late 2000,will try to fine segmentation strategy for strengthen shop's image and research about unique quality of cosmetic brand shops into consumer orientation space, and make the best of significant prepare on the basis of directions for cosmetic brand shop which have ability to function as cultural facilities.