• 한국의류산업학회지
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• 제12권5호
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• pp.591-598
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• 2010

Customer misbehavior can affect dissatisfaction and negative behavioral responses of other customers at the service encounter. This study explored other customer and retail employee reponses to customer anger and aggressive behaviors at the service encounter by examining the perceived wrongness of such behaviors under different situations and comparing the two perspectives of retail employees and consumers. Three scenarios were developed representing different situations including firm's responsibility, both of customer and employee responsibilities, and uncontrollable one. Data were collected from individual interviews with 222 retail employees and 149 consumers. The results showed that the consumers' perceived wrongness of customer aggressions were higher comparing to that of employees. The reasons of perceived wrongness were different by three situations implying that responsibility and controllability affected the perceived wrongness. The study further discusses implications.

• 경영과정보연구
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• 제21권
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• pp.189-208
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• 2007

This study was designed to find what impacts store attributes and personal characteristics have had on customer loyalty to beauty shops. Participants were 283 men and women who had experienced services in beauty shops and selected from the Metropolitan area, Busan, Gyeongbuk area, Gyeongnam area, Chungcheong area, and other area. In conclusion, technical factor and lifestyle have had the greatest impact on customer loyalty to beauty shops. In beauty market faced with keen competition, the way to meet customers' needs is to run a distinguished beauty shop with distinct beauty techniques in consideration of individual lifestyle. This will help raise customer loyalty to beauty shops. This study has the important implication that personal characteristics as well as store attributes has been proved to be essential for increasing customer loyalty to beauty shops. I hope that future studies will continue to examine different marketing factors by different beauty shops, with additional analysis on the details, contributing to make a marketing strategy available for beauty shop owners.

• 대한안전경영과학회지
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• 제7권4호
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• pp.193-206
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• 2005

In recent years, electronic commerce has provided another access for consumers to purchase products. Shopping on line provides much information and less searching cost for customers, but some researches have pointed out that there are difficulties for companies to do business on web. For lack of trust, many people not prefer purchasing through virtual channels. Based on the literature review, this study aims at empirically testing the impact of website design on individual trust in internet firms. From statistic analysis, we will conclude that security, interaction, and navigation functionality will affect on-line trust. The result of this study may provide some managerial implications, especially for firms which want to enter on-line businesses.

• 산업공학
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• 제19권3호
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• pp.190-201
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• 2006

With the rapid growth in the demand and supply of web service, the search for superior services has become a prominent issue. Furthermore, much emphasis and attention are being placed on composite web services, where individual services are combined together to form a single workflow to satisfy the demand of the customers. In today's era of excessive expansion of web services, this study intends to propose the execution plan architecture for composite web services to accomplish the following three goals. The first goal is to derive a feasible plan which maximize user satisfaction for composite web services by implementing an execution plan architecture that reflects the Quality of Service criteria. Secondly, this study also aims at analyzing and selecting the indexes that adequately reflects its quality and its nonfunctional property. Finally, this study intends to apply the concept of constraint satisfaction problem and heuristics to reduce the execution duration of the process.

• 디지털콘텐츠학회 논문지
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• 제12권3호
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• pp.319-327
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• 2011

클라우드 컴퓨팅은 인터넷상에 기업이나 소비자들에게 IT서비스를 제공하기 위한 유연하고 비용 효과적인 검증된 전송 플랫폼으로, 계산이나 데이터가 데스크탑이나 포터블 PC로부터 대규모 데이터센터로 이동하는 계기가 되었다. 이와 같은 클라우드 컴퓨팅 서비스의 활성화를 위해서는 현재 제공되거나 향후 제공될 서비스가 현재와 미래의 고객을 만족시키기 위해 개선되어야 할 서비스 품질요건에 대한 분석이 필수적이다. 본 연구는 클라우드 서비스 환경에서 서비스품질 규명을 위한 연구의 일환으로서, 탐색적 방법을 사용하여 기존 다양한 문헌을 분석하였으며, 이로부터 7가지의 클라우드 컴퓨팅의 서비스 특성과 세부속성들을 정의하였다.

• 한국의류산업학회지
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• 제12권3호
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• pp.327-337
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• 2010

The current study investigates e-CRM, Shopping-mall Image, Perceived Value, Immersion, Satisfaction, Purchase Intention in the Fashion e-Commerce. The e-CRM(Customer Relationship Management) was applied to see the effect on the relation quality toward the fashion shopping-mall via relation performance. To fulfill the study objectives, a total of 521 questionnaires(Korean 278 vs, American 243) were conducted to the customers with first-hand experience with fashion merchandise in Internet shopping-mall. The judgement sampling method was employed on sample population ages from 20s to 40s over two month period. The result showed that purchase intention of an individual differs by consumer type and different factors affect purchase intention of the fashion merchandise for each consumer type.

• 한국컴퓨터정보학회논문지
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• 제23권10호
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• pp.203-207
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• 2018

The purpose of this study is to investigate how smart tourism is applied to hotels and residences using ICT in Korea. Smart tourism is similar often used as a concept such as u-tourism, e-tourism, and digital tourism but the most similar of ubiquitous. This is reflecting to the fact that the recent trend of tourism has been decreasing from the large scale to the individual but the customers demand has been increasing, so we have examined how the hotel and the residence are adapting this situation. As a results, hotels and residences in Korea are reflecting to improve work process and remodeling of customer service.

• ETRI Journal
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• 제33권5호
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• pp.720-730
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• 2011

Opinion mining involves the analysis of customer opinions using product reviews and provides meaningful information including the polarity of the opinions. In opinion mining, feature extraction is important since the customers do not normally express their product opinions holistically but separately according to its individual features. However, previous research on feature-based opinion mining has not had good results due to drawbacks, such as selecting a feature considering only syntactical grammar information or treating features with similar meanings as different. To solve these problems, this paper proposes an enhanced feature extraction and refinement method called FEROM that effectively extracts correct features from review data by exploiting both grammatical properties and semantic characteristics of feature words and refines the features by recognizing and merging similar ones. A series of experiments performed on actual online review data demonstrated that FEROM is highly effective at extracting and refining features for analyzing customer review data and eventually contributes to accurate and functional opinion mining.

• 한국조리학회지
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• 제7권2호
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• pp.1-24
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• 2001

A Study on the strategic methods for internal marketing of Family Restaurant. We know that customer satisfaction in measuring the effect of marketing performance on employees in service industry. There are four strategies of internal marketing for service-employee, which are participation-promotion and manner-management of employee, classification to employee, communication strategy, motivation environment for employee. First, communication, sales and service technology of employee can be developed and improved through the education and training. Second, company can make better achievement by classifying life-style and individual desire. Third, communication strategy can improve service quality by development of team-work through the confidence and joint-responsibility. Fourth. the company make environment which employee can compete by offering incentive fairly and properly. In the conclusion, when employees serve customers in a depressed attitude, they neglect service process and bring about customer non-satisfaction. This have negative effect on external customer satisfaction in the short term. And so that customer-satisfaction can't exist without employee-satisfaction. that is job-satisfaction is the goal of company. therefore study about internal marketing action should be go on.

• 한국의류학회지
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• 제32권9호
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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.