• 제목/요약/키워드: IT service company

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온라인 채팅서비스의 인터페이스 구성 효과 : 회사의 시장지위를 중심으로 (The Effects of the Type of Online Chatting Service Interface : Focusing on Company Status)

  • 박상우;신동우
    • 한국IT서비스학회지
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    • 제19권1호
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    • pp.129-144
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    • 2020
  • Recent advances in digital purchase platforms allow consumer to easy to access online purchase, but the online purchase systems often occurs a negative situations such as service failure. When customer experiences negative service, they want to communicate with the company online chatting service. But not much is known about how customers online chatting service's contextual cues effectiveness. So, the current research seeks to examine the effects of type of online chatting service interface and company market status on customers' perception of service quality and satisfaction with online chatting services. The results of two studies show that, when customer experienced negative online service, they expected to a high status (vs a low status) company had offered better service. but their service request are not met, customers perceive better service quality if served by a low status (vs high status) company represented by a logo (vs. an emoji). These findings will help marketing practitioners strategically how design their chatting service interface according to the their status when they communicate with customer who experienced negative service.

일부 산업체 급식대상자의 구내식당과 외부 식당에 대한 서비스 품질 중요도-만족도 조사 (A survey on customers' importance-performance of service qualities when using an cafeteria and outside restaurant in some company cafeteria)

  • 고성희
    • 한국식품조리과학회지
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    • 제29권1호
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    • pp.73-79
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    • 2013
  • The purpose of this study was to examine the level of importance of service quality provided by restaurant when industry meal service recipients used the restaurant. Additionally, the purpose was to compare the level of satisfaction on the respective service qualities of company cafeteria and outside restaurant. The level of relative importance and satisfaction of service quality attributes are comparatively analyzed using the Important-Performance Analysis (IPA) of customers in order to provide basic information on the direction of marketing to efficiently operate company foodservice facilities. Restaurant service qualities were divided into the six factors of hygiene, convenience, food, environment, subsidiary services and food distribution process. The results revealed that the 'environment' of both company cafeteria and outside restaurant was needed to improve as quickly as possible. Additionally, it was found that the level of satisfaction was higher in the 'food' and 'environment' factors when using company cafeteria and outside restaurants, which would become an important attribute for the company foodservice recipients to use outside restaurants than using company cafeteria. Accordingly, it could be said that company cafeteria will need further control of the 'food' and 'environment' factors.

온·오프라인 서비스 기업의 비즈니스모델 인식 차이에 관한 연구 (A Study of the Perception Difference on Business Model - Focused on On-Offline Service Companies)

  • 김인섭;전성현
    • 디지털산업정보학회논문지
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    • 제11권1호
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    • pp.209-223
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    • 2015
  • Google was established an online service company. Lately, Google has widened to the business area until manufacturing industry. Apple was established a computer manufacturing company. So, new business models should develop and should be innovation in order to adapt to industry environments. New business model's development and innovation are attracted on strategy to expect the high performance at companies. In particular, it is important to companies facing a variety of problems. Therefore, the purposes of this study are as follows : First, there understand the perception difference on online service company, offline service company, manufacturing company. Second, there provide for the use of strategy on online service company, offline service company, manufacturing company. The results of this study are customer factor, strategy factor, revenue factor have been statistically significant differences using ANOVA analysis in industry field, and customer factor has been statistically significant difference using t-test in business field. Then, it will expect to increase business competition through the business model.

Switching Agent를 이용한 신용카드 결제 시스템 (The Credit Card Settlement System using the Switching Agent)

  • 안익수;황락훈
    • 한국컴퓨터정보학회논문지
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    • 제10권3호
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    • pp.339-344
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    • 2005
  • 현재 오프라인 신용카드 가맹점에서의 신용카드 결제 시에 사용되는 결제 시스템은 신용카드 결제 단말기, 결제 중계 서비스를 하는 VAN사 그리고 신용카드사로 구성되어 있다. 신용카드사 장애 시에는 결제 중계 서비스 VAN사가 승인 대행을 하여 처리하나, 결제 중계 서비스 VAN사 장애 시에는 신용카드 결제 서비스가 원활하게 이루어지지 않는다. 본 논문은 신용카드 결제 단말기에 결제 중계 서비스를 하는 VAN사의 장애 시에 Switching Agent를 이용하여 또 다른 서비스 VAN사에서 결제 중계 서비스를 할 수 있도록 하는 신용카드 결제 시스템을 제안하였다.

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외식서비스조직이 종업원에 미치는 영향 연구 (관계마케팅 측면에서) (A study on organization′s effect on employers in food service industry.)

  • 김종훈;경영일;박한나
    • 한국조리학회지
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    • 제8권1호
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    • pp.125-147
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    • 2002
  • This study is to show the importance of customer and to define the customer's meaning in food industry. According to previous research, a consumer is a very small part of customer. At present and in the future, a customer is not only a consumer but all of interior and exterior environments related to a company. However the scope of customer has been extended eventually. Therefore, it is important for a company to find out and secure the proper customer giving profit. This study considers a relative marketing as a way to impress a customer. It is a useful marketing technology to make profits and company's growth. And to achieve a relative marketing successfully, it is necessary to perceive a fundamental understanding and building an organization for workers. Therefore, this study propose that a company would accomplish followings to continue a quality growth. First, Understanding and confidence about workers. Second, Building the culture of a company's organization impressive to a customer Third, Continuing effort and interest ing about service. In conclusion, a company will accomplish a customer satisfaction successfully through developing a service organization and performing relative marketing.

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국제 물적유통의 기업적 가치 고찰 (Studies on Corporate Value of International Physical Distribution)

  • 김진환
    • 유통과학연구
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    • 제17권10호
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    • pp.115-123
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    • 2019
  • Purpose - The purpose of paper is to examine into corporate value of international physical distribution, which is closely related with company that is running business based on competitive power. It is good for company to gain a competitiveness throughout activities from international physical distribution, then it increases corporate value after all. Then it will be looked at how international physical distribution can influence competitiveness of company in terms of corporate value. Research design, data, and methodology - The research method to be described is first to identify concept of international physical distribution theoretically, including characteristics and structure, and then to review corporate value of international physical distribution to make company be competitive. As far as general landscape of international logistics is concerned, it is investigated into function and role of service provider, user and market situations. However, it is well proved that current market of international physical distribution is stable and bright, which means it is possible to take foreseeable future as well. Then company can share with corporate value of international physical distribution provided from logistics service provider. Results - To achieve corporate value throughout process of international physical distribution is strongly connected with competitive status of logistics service providers, those are carriers and infrastructures, and third party logistics providers. Especially in order to inquire into competitive aspects of international physical distribution in this paper, it is focused on trade volumes and overcapacity of global shipping market. Unlike it is used to be, more optimistic and positive situation has been shown since 5 years ago from the year of 2018, which means carriers make a business well, leading company to be more competitive. Conclusions - Corporate value of company in terms of international physical distribution is closely involved with competitive situations in the physically distribution, especially shipping market, which service providers can paly a key role in this regards. It can be estimated that the more market of international physical distribution works, the more competitiveness of companies increases. Ocean carriers in shipping market of international physical distribution are doing actively business well, and the corporate value can be materialized in favor of company.

설계용역사의 서비스 품질 향상을 위한 연구 (The Study about Improvement of Service Quality in Engineering Company)

  • 석성재;유융석;윤덕균
    • 산업공학
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    • 제17권1호
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    • pp.93-103
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    • 2004
  • Service importance has been growing increasingly as competition element of enterprises according to going on rapid softness, information and knowledge of industrial infrastructure recently. Quality management system that implemented in manufacturing sector have been spreading rapidly to service company, but the company performing pure engineering service only in construction fields performed mainly the evaluation on the operational aspect such as degree of implementation of the established system because it is difficult to objective evaluation on the activity of the established quality management system or quality assurance system. This study would like to make on offer the improvement points based on the evaluation of service quality and the itself evaluation result through the questionnaire on the service offerers and customers using the pre-qualified SERVQUAL model in establishment of the improvement goal of the company. According to the result of this study, it is analyzed a gap and required to establish a counter-plan to correct many gaps discovered between the real offered level and the expect level of custom.

서비스접점 기반의 고객경험관리 포트폴리오 분석을 위한 방법론 설계: 코웨이의 공기청정기 사례를 중심으로 (Methodology Design for Service Encounter-based Customer Experience Management Portfolio Analysis: Focus on the Case of Coway's Air Cleaner)

  • 박근완;황승준;황의종
    • 한국IT서비스학회지
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    • 제22권5호
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    • pp.17-30
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    • 2023
  • A company's sustainable growth is a very important goal, and for this purpose, the company's business model is changing into a convergence of products and services. The purpose of PS-Offering is to maintain a long-term relationship with customers, and customer experience management is necessary for this. This study presents a service design methodology that can support customer experience management of the PS-Offering business model. The experience management portfolio analysis methodology consists of four steps: 1. Deriving service encounter through customer journey maps; 2. Identify the service structure of each service encounter in three forms (FFC, FSC, FSE). 3. Analyze the customer's emotional variables, that is, customer experience, at each service encounter, Finally, 4. After plotting the level of customer experience at the service encounter, the analysis is conducted with a customer experience management portfolio that seeks future strategic plans for this. The methodology presented in this study will help in the service design of the service encounter unit centered on customer experience. And it will improve the financial performance of the company by raising the service level of the business model.

물리적환경이 자긍심과 기업애호도에 미치는 영향에 관한 연구 -서비스관련 대학교육환경을 중심으로- (Research about Influence of Physical Service Educational Environment on Self-Esteem and Company's Loyalty -On the Physical Evidence of Education Service-)

  • 강미라
    • 디지털융복합연구
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    • 제11권12호
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    • pp.287-294
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    • 2013
  • 최근 들어 대학들은 취업률에 총력을 기울이고 있다. 특히, 취업분야와 관련한 실무지향적 학과들의 교육과정 및 환경에 대한 논거는 취업이라는 가치관에 그 성과를 측정하고 있는 실정이다. 이는 기업인재 지향적 학습 및 교육이 취업으로 이어지는 결과에서 지인한 것이다. 항공서비스과는 대표적인 예이다. 이에 본 연구는 국내대학 항공서비스과 학생들을 대상으로 물리적 교육환경이 자긍심 및 기업애호도에 미치는 영향을 알아보고자 한다. 분석결과 물리적환경이 높을수록 자긍심이 올라가는 것으로 나타났으며, 이러한 자긍심은 기업애호도에 긍정적인 영향을 미치고 있는 것으로 나타났다.

온라인 게임 컨텐츠 서비스 재이용 의도에 미치는 요인에 관한 연구 (A Study on Factors to Influence the Reuse Intention of the Online Game Contents Service)

  • 이지훈
    • 한국게임학회 논문지
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    • 제9권6호
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    • pp.79-92
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    • 2009
  • 국내 온라인 게임 시장은 빠르게 성장하고 있지만, 게임사들은 이용자들의 심리를 파악하지 않고, 일괄된 컨텐츠 서비스 공급에만 급급하다. 이는 게임 컨텐츠 서비스에 이용자의 심리를 반영하지 못한다면 기업의 충성도가 낮아진다. 따라서 기존고객의 감소 및 신규고객의 유치가 어렵고, 시장 점유율이 떨어져 기업 매출에 큰 타격을 줄 것이다. 본 연구에서는 온라인 게임 이용자들의 재이용 의도에 미치는 요인들을 찾아내어 게임사들의 게임 컨텐츠 서비스에 관한 마케팅 전략을 제시하고자 한다.

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