• The Journal of Information Systems
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• v.32 no.1
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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.

• Journal of the Ergonomics Society of Korea
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• v.31 no.1
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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.

• Journal of the Korean Geographical Society
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• v.51 no.6
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• pp.739-759
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• 2016

C. Gottsche(1855-1909), the Deutsch geologist, was invited by $M{\ddot{o}}llendorff$ who was the viceminister of foreign affairs in Korea, and travelled through the inland of Korean peninsula in 1884. He covered 2,550km in 138 days. After that journey, he wrote three academic papers about the geography and geology of Korea with the data of that field trip. Those paper bear considerable significance in that they included the first approaches to Korean geography and geology by a field-scientist with a modern academic training. Unlike other two papers focusing on the geology or the minerals, "The Geography of Korea(${\ddot{U}}ber$ Land und Leute in Korea(1886))" has its own value as a historical document, because it shows how the contempory Korea actually appeared to the eye of a $19^{th}$ western field-scientist. As this has not been introduced in Korean acdemic journals yet, this study might contribute to the understanding of how westerners regarded Korea in the end of 19th century.

• Journal of the Korea Safety Management & Science
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• v.19 no.4
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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.

• Journal of English Language & Literature
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• v.64 no.1
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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.

• English & American cultural studies
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• v.14 no.1
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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.

• Information Systems Review
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• v.21 no.1
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• pp.61-90
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• 2019

From the digital perspective, customer journey and customer experience management are emerging as important issues for companies. While digital customer experience has become more important due to the recent surge in online sales of the home appliance products, customers' experience in online is not differentiated as offline-focused traditional methods are maintained. This study aims to analyze the characteristics and mutual influences of customer experiences at each stage of online purchase journey, and to explore the effects on the product repurchase intention, focusing on online purchasers of home appliance which are high-involvement products. As a result, both cognitive and affective experiences of the research phase directly affect satisfaction, whereas affective experience at the purchasing stage indicated indirect effects through cognitive experience. The experience of the research phase positively affects the next phase, the purchasing experience, and the experience of the purchasing phase leads to the intention to repurchase the product. However, it is also found that, depending on the choice of online channels, the experience of research phase may affect the product repurchase intention than the purchase experience.

• (The) Research of the performance art and culture
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• no.22
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• pp.63-92
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• 2011

This paper intends to clarify the characteristics of Seoul Ginoguigut in ritual form. This paper points out three characteristics; materialization of the journey to the world of the dead, direct communications with the dead, inclusive blessings for the dead and the living. Firstly, the journey to the world of the dead is materialized through various ritual processes of Seoul Ginoguigut. This characteristic is prominent in the context of comparisons with the death rituals of Confucianism and Buddhism, and of shamanism in other regions of Korea. Secondly, in Seoul Ginoguigut the communications of the dead and the living are made through direct dialogues between them through shaman's possession. The communications by direct dialogues between the dead and the living make it easy to accept death as a real fact, and have an effect of recognizing the individuality and uniqueness of each death. Thirdly, the blessings of Seoul Ginoguigut are so inclusive that they cover the dead's safe journey toward the world of the dead as well as the happiness of the living. This characteristic is related to the understanding of death of Korean shamanism that does not separate death and living. These three characteristics are perceived in the context of comparisons with the death rituals of Confucianism and Buddhism, and of Seoul Ginoguigut. And they give a clue to understand how the death rituals of Korean shamanism have persisted in Korean society.

• Journal of Korea Game Society
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• v.21 no.2
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• pp.17-32
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• 2021

This study focused on the games that were in the spotlight during the One Source Multi-use era, analyzing game based movies and the games. Through this, we wanted to examine the phenomena, changes, and in-depth meanings of the genre and grammar. Using Vogler's "12 Stages of the Hero Journey" and Greimas's "Model actantie" the three works of Need for Speed, Assassin Creed and Warcraft were cross-analyzed. Through this analysis, we looked at the structure of the discourse and identified the significant messages brought by the change in text.

• English & American cultural studies
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• v.18 no.3
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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.