• 한국정보시스템학회지:정보시스템연구
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• 제32권1호
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• pp.201-221
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• 2023

Purpose Customers consider the overall experience with the company as important as the quality of the product, and companies are also paying attention to creating long-term relationships with customers through optimal customer experiences. In this study, we propose a customer experience management process called 'CX-Q', which combines customer journey map and Q-methodology to understand the importance of customer experience based on the overall customer experience. Design/methodology/approach. CX-Q is a process that combines Q-methodology and customer journey maps, allowing stakeholders to explore and improve customer experiences at each contact point while engaging with brands, products, and services. It also enables them to derive customer experience insights and important management points for each segment. To demonstrate the usefulness of the proposed CX-Q, this study analyzed the experience of customers who used the Airbnb travel platform service as an example, applying the CX-Q process. Findings A total of four customer segments were derived, and it was found that each segment valued different attributes during the customer journey stage. The customer experience analysis using the CX-Q process proposed in this study is expected to help understand customers in more detail and assist in managing and improving customer experience.

• 대한인간공학회지
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• 제31권1호
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• pp.109-116
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• 2012

Objective: The aim of this study is to present a solution to problems in the services provided by the general hospitals by creating a user-centric environment through analyzing the User Journey Map and the User Context. Background: The rapid growth in aging population and the monopolization of superior medical staffs by the general hospitals increased demand for the general hospitals in Korea. But, often services provided by the general hospitals are provider-centric and low quality. Method: This study examines problems in the services provided by the general hospitals by analyzing the User Journey Map through stakeholder interviews(contextual interviews) and on-site observation. Based on the contextual analysis of the user(i.e. the patient), this study proposes new and improved user-centric services to be provided by the general hospitals. Results: Ten new user-centric services proposed by this study are: (1) "Booklet on Success Story", (2) "FAQs by Doctor", (3) "Designated Nurse", (4) "Patient Interview Record Card", (5) "Close relationship between doctor & patient", (6) "Thank You Notice Board", (7) "Step by Step", (8) "Green Cap", (9) "Patient Kit", (10) "RFID Direction Display System". Conclusion: The service design for the general hospitals proposed by this study is an important case-study on improving the environment of the general hospitals from provider(medical staffs)-centric to user(patents and its family)-centric. Application: This study is expected to be used in various areas to improve existing system(products and/or services) to be more user-centric.

• 대한지리학회지
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• 제51권6호
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• pp.739-759
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• 2016

독일인 지질학자 카를 곳체(C. Gottsche)는 1884년 당시 조선의 통리아문 협판이던 묄렌도르프의 초청을 받아 한반도 내륙을 조사하였다. 그는 138일에 걸쳐 2,550km의 거리를 주파했는데, 귀국 후 당시 답사 자료를 바탕으로 조선의 지리와 지질에 관한 3편의 논문을 발표하였다. 이 논문들은 근대 지리학과 지질학을 정식으로 훈련을 받은 야외과학자가 한반도 전역을 실제로 답사하고 쓴 우리나라 최초의 근대적 지구과학 논문이라는 점에서 의미가 있다. 그가 쓴 3편의 논문 중에서 특히 "조선의 지리(${\ddot{U}}ber$ Land und Leute in Korea)"(1886)는 조선의 지질과 광물에 주목한 다른 2편의 논문과는 달리, 야외과학자의 눈에 비친 조선의 모습이라는 점에서 이 논문이 지닌 사료적 가치도 높다. 이 논문은 아직 국내 학술논문에 소개된 바 없어 19세기 말 서구인들의 조선 인식을 이해하는 데 도움이 되는 사료이자, 우리나라 최초의 근대적 지리학 문헌이다.

• 대한안전경영과학회지
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• 제19권4호
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• pp.273-282
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• 2017

This paper is aimed at proposing a new approach to connecting the measurements of customer satisfaction on healthcare services with the prioritized identification of healthcare service processes to be improved. As customers' requirements for healthcare services have become too diverse and healthcare service systems have been increasingly complex, there has been growing interest in the customer-oriented evaluation of healthcare service quality and the systematic improvement of healthcare service processes. Most of the previous studies on service quality evaluation are based on SERVQUAL model. However, because of the unique characteristics and constraints inherent in healthcare service systems, it has been reported that SERVQUAL would be inadequate to be applied to healthcare service systems. As an alternative, SERVPERF has recently been widely used in the evaluation of healthcare service quality. However, there is a lack of studies on how to use the measurements of healthcare service quality systematically to improve service functions and processes. With this issue in mind, we firstly measured the customer-perceived satisfaction on the healthcare service quality from the six dimensions based on SERVPERF. Then we identified the relationships between the subjective measurements and healthcare service processes through brainstorming and expert interview. By using the relationships, we developed a customer journey map in healthcare services that visually describe the interaction between customers and healthcare service systems. The developed customer journey map would help service designers easily identify a healthcare service process that needs to be improved with priority. It is expected that the design improvement process proposed in this study would be a useful method for enhancing the quality of healthcare services.

• 영어영문학
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• 제64권1호
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• pp.117-133
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• 2018

This article examines Laurence Sterne's Sentimental Journey in the context of eighteenth-century British travel literature. While literary critics generally read Sterne's work as a sentimental novel, contemporary readers initially interpreted the text as a travel narrative. It is my argument that travel writing, particularly the motion entailed in travelling, plays a significant role in Sterne's critical examination of sympathy and its cultural function during this period. By narrating in great detail his narrator Yorick's mobility and the effects it has on his sentimental encounters, Sterne illustrates how sympathy is not only difficult to activate and therefore requires added stimulation in the form of motion, but also does not necessarily result in charitable actions, a moral failure that is dramatized by the literal distance Yorick maintains from the objects of his sympathy. Calling to mind the figurative distance that constitutes an integral part of Adam Smith's formulation of sympathy in The Theory of Moral Sentiments, the distance Yorick establishes through his travels indicates sympathy's failure to bridge the emotional and socioeconomic distance between individuals, thereby highlighting sympathy's limitations as a moral instrument. I argue that by using Yorick's repeated acts of sympathy to explore the problems of sentimentalism, Sterne both draws from and innovates the tradition of employing imaginary voyages to engage in philosophical inquiries.

• 영미문화
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• 제14권1호
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• pp.117-139
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• 2014

This paper examines the moral vagueness penetrating Heart of Darkness. It views that the inarticulate moral presentation in the book is caused by the way in which the author distracts Marlow throughout his journey to Congo and ultimately to Kurtz, and puts him in a distance from what the real Cong is. Also Conrad's peculiar narrative style leads the readers' view astray Marlow describes what he sees and delivers the impression he gains in the journey but all he gets seems to be merely hazy and nebulous the readers are left with suspicion about his reliability on what he conveys to them. The effect is, because of the meagre tangibility on what Marlow experiences, he does not seem to get a clear grip on his moral rumination on what Congo can emit and what Kurtz ended up with, which allows the novel to defy a moral absoluteness. The moral awakening Marlow has gone through remains obscure. The readers are simply invited to work out what Marlow is up to.

• 경영정보학연구
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• 제21권1호
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• pp.61-90
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• 2019

디지털 관점에서의 고객 여정과 고객 경험 관리는 기업의 중요한 현안으로 대두되고 있다. 대형 가전제품 시장도 최근 온라인 판매량이 크게 증가하면서 디지털 고객 경험의 중요성이 높아지고 있으나, 오프라인 중심의 기존 방식이 유지되면서 온라인에서 정보를 찾고 제품을 구매하는 고객의 경험은 차별화되지 못하고 있다. 이 연구는 고관여 제품인 대형 가전제품의 온라인 구매 고객을 중심으로 구매 여정 각 단계별 고객 경험의 특징과 상호 영향을 분석하고, 제품 재구매 의도에 미치는 영향을 알아보고자 하였다. 분석 결과, 정보검색 단계의 인지적, 정서적 경험 모두가 만족도에 직접 영향을 주고 있으나, 구매 단계에서 정서적 경험은 인지적 경험을 통해 간접적 영향을 주는 특징을 나타내었다. 정보검색 단계의 경험은 다음 단계인 구매 경험에 긍정적 영향을 미쳤으며, 구매 단계의 경험은 다시 제품의 재구매 의도로 연결되었다. 그러나 온라인 구매 채널별 소집단 분석을 통해 구매 채널의 선택에 따라서 구매 경험보다 정보검색 경험이 제품 재구매 의도에 영향을 주는 요인이 될 수 있음도 확인하였다.

• 공연문화연구
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• 제22호
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• pp.63-92
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• 2011

이 글은 서울 진오기굿의 의례형식을 중심으로 의례적 특징을 살펴보고자 하였다. 이 글은 서울 진오기굿의 의례상 특징으로 저승길의 가시적 구현, 망자와의 직접적인 의사소통, 죽은 자와 산 자를 아우르는 포괄적인 축원 등 세가지를 지적하였다. 먼저 서울 진오기굿은 굿의 의례과정을 통해 죽은 자의 저승길을 가시적으로 구현한다. 이는 유교, 불교의 죽음의례 뿐만 아니라 타 지역 무속 죽음의례와 비교했을 때도 상대적으로 두드러지는 서울 진오기 굿의 특징 가운데 하나이다. 두 번째로 서울 진오기굿에서는 무당의 신내림을 매개로 죽은 자와의 의사소통이 직접적인 대화형식으로 이뤄진다. 죽은 망자와의 직접적인 의사소통은 죽음을 현실로 받아들이고, 개개 죽음의 개별성과 특수성을 확인하는 의미를 갖는다. 세 번째로 서울 진오기굿에서 이뤄지는 축원은 죽은 자의 저승천도에 머물지 않고 살아있는 가족들의 평안까지 포괄한다. 이는 죽음이 죽은 자와 산 자에 다 관련되며, 죽음과 삶은 구분되나 분리되지 않는다는 무속의 죽음이해를 보여준다. 이 글에서 밝힌 서울 진오기굿의 의례적 특징은 유교, 불교 죽음의례와의 상대적 비교를 염두에 둔 것으로, 그것은 유교, 불교 죽음의례와의 상호관계에서 어떻게 무속 죽음의례가 한국사회에서 하나의 죽음의례로서 존재가치와 기능을 인정받아왔는가를 이해하는 단서를 제공한다.

• 한국게임학회 논문지
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• 제21권2호
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• pp.17-32
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• 2021

본 연구는 원 소스 멀티 유즈 시대의 원천 콘텐츠로 각광받고 있는 게임에 집중하여, 게임과 게임을 바탕으로 만들어진 영화의 텍스트를 분석한 뒤 장르와 문법의 전환 과정에서 나타나는 현상과 변화, 그리고 그 속에 담긴 심층적인 의미를 고찰해 보고자 하였다. 이에 보글러의 '영웅 여정의 12단계' 및 그래마스의 '행위소 모델'을 사용하여 니드 포 스피드, 어쌔신크리드, 워크래프트의 세 작품을 교차 분석 함으로써 담화의 구조를 살펴보고, 게임에서 영화로 이동하는 과정에서 텍스트의 변화가 가져온 유의미한 변곡점을 분석하였다.

• 영미문화
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• 제18권3호
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• pp.115-170
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• 2018

The objective of this paper is to explore Jim's itinerary journey in terms of both Girald's concept of triangular desire and Derrida's concept of event. According to the Girard's mimetic desire theory, human being's desire is not spontaneous like Romanticism thought, but mimetic to the mediator between the subject and the object. Thus there is no romantic desire understood as one's own desire except mimetic desire. In this regard, mimetic desire is compatible with the conception of Derrida's thinking of an event that is resistant to its absolute singularity. Because both mimetic desire and event cannot be defined by the fact of each spatio-temporal specificity, they can not be understood by a traditional metaphysics of presence. In this paper, by using Girard's concept of mimetic desire theory, I showcase why the tragic journey of Jim's telos as a mythic quest for his romantic ego(ipse) cannot help but face his death and by using deconstructive thinking of iterability, this paper analyzes why Jim's romantic ego imitated by the mimetic desire through a mediator cannot be encountered happily with his ipseity until his end. As a victim of triangluar desire, Jim's romantic ego is nothing but a notion of an ipsiety that has been defined in terms of presence central to metaphysics. This paper also makes an attempt to re-interpret some articles contaminated with post-colonial perspectives from Derridean views with deconstructive rigorous reading to those papers to uncover an essential ground of presence.