• Journal of the Ergonomics Society of Korea
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• v.31 no.1
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• pp.101-107
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• 2012

Objective: The aim of this study is to investigate service design cases by online service companies and suggests framework to understand service design of them. Background: Recently, exploratory service design cases by online service companies such as Google, Apple, and NHN has been developed. Service design and online service experience design has been booming among user experience professionals but these two areas are not clearly defined. It is interesting to study the definition and key factors of service design and online service experience design. Moreover, investigating service design cases by online service companies is needed. Method: Due to diversification of service design cases by online service companies, this study has reviewed online resources and literatures about top 5 online service companies in USA and Korea. Furthermore, this study used expert interview who worked for service design at NHN. To understand the attributes of service design cases, this study developed 3 types of service design classifications scheme such as service design as extension of online service, space design and event service design. Finally, this study suggested a new framework for service design cases. Results: This study investigated service design cases by online service companies and suggests key issues and frameworks to uncover service design for online service. Conclusion: Service design cases for online service was analyzed by $2^*2$ matrix(extension, $enrichment^*product$, service) to explain characteristics and attributes. NHN's Knowledge-iN bookshelf at NHN library1 is a unique form of service design as a tool of enrichment of online experience. Application: The results of this study might help to understand service design cases and plan new service design for online service companies with structured framework.

• Journal of Christian Education in Korea
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• v.72
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• pp.225-244
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• 2022

The purpose of this study is to study the experiences of online service during the COVID-19 and to find out Korean Christians' perception. To this end, this study examines the differences in online service content, interactions with pastors and lay people through online service, online service environment, and online service satisfaction. A survey was conducted for 176 Korean Christians over the age of 18 living in the metropolitan area. As a result, according to the size of the church attending, the period of faith, and the position, there was a difference between groups in the online service contents, interactions with pastors and lay people through online service, online service environment, and online service satisfaction. The factors influencing the satisfaction of online service were the interaction with the lay people, the online service environment, and the online service content in that order. Based on the results of this study, a discussion on the improvement of online service satisfaction and a suggestion for further research are presented.

• Journal of Information Technology Services
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• v.19 no.1
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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.

• Journal of the Korean Society of Clothing and Textiles
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• v.35 no.6
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• pp.700-711
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• 2011

The purposes of the study were to identify the online service attributes that contribute to online consumer experiences of satisfaction, service failure, and service recovery and to examine whether differences exist in these attributes between U.S. and Korea. E-A-S-QUAL provided a useful framework for the study. Focus group interviews and web surveys were conducted by utilizing college students in both countries. No significant cultural differences were found in online service dimensions of service satisfaction. Personalization was the most frequently mentioned online service dimension of service satisfaction both in the U.S. and Korea. The findings showed significant cultural differences in terms of online service dimensions responsible for service failure and recovery. For Korean consumers, merchandising was one of the key online service dimensions of service failure, while efficiency was the important service dimension resulting in service failure for the U.S. consumers. In addition, for U.S. consumers, efficiency and personalization were the two most frequently mentioned service dimension for service recovery, while Korean consumers put more importance on the contact and information dimensions for service recovery. This study provided a comprehensive list of online service attributes important to online apparel retailing.

• Korea Trade Review
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• v.47 no.3
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• pp.93-110
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• 2022

This study aims to develop online convention service quality and examine the effect of online convention service quality on re-participation intention in the same convention and other types of online conventions. Based on an extensive literature review, the study chose five main factors of online convention service quality: human service, program service, platform service, platform aesthetics, and interaction. A total of 284 data were collected from online convention participants from July 26 to August 6, 2021. For the hypotheses test, multiple regression analysis was used. As a result, interaction and program service quality had positive effects on re-participation intention in the same convention, but except for platform aesthetic, all factors positively affected re-participation intention in other types of online conventions. This study also found that online service quality factors are more helpful in predicting the intention of re-participation in other types of online conventions rather than re-participation in the same convention. Based on the results, theoretical and practical implications were discussed

• Journal of the Korean Home Economics Association
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• v.47 no.7
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• pp.73-82
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• 2009

The purpose of this study was to examine the effect of perceived justice associated with service recovery on perceived service quality, and the relationships among perceived service quality, customer satisfaction and behavioral intentions in online apparel shopping contexts. Justice theory provided the theoretical framework for this study. The research strategy employed an online survey methodology. Online shoppers (N=669) who had experiences in service failure and dissatisfactions completed a questionnaire. The model of the study was tested by structural equation modeling (SEM) and the results of SEM revealed positive effect of perceived justice regarding service recovery on perceived service quality, positive effect of perceived service quality on customer satisfaction, and positive effect of customer satisfaction on behavioral intention. The results of this study have implications for online retailers. Online retailers need to understand the importance of service recovery by which service failures are managed.

• Journal of Information Technology Applications and Management
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• v.15 no.1
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• pp.117-137
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• 2008

Using the service innovation system model, the development of Korean online game industry is analyzed. The model proposed by Gallouj (2002) is modified in order to reflect IT service characteristics such as network externalities. Success factors and innovations patterns of Korean online game industry are examined. First, at the early stage of her growth, Korean online game industry was not supported or coordinated by any Government policies unlike DRAM, CDMA or TFT-LCD. Many parts of technical and service innovations were unintentionally initiated by online game developing ventures without predeterminde strategies. Second, the online game industry is basically a service industry so that users' needs and technical and service characteristics are intertwined to produce innovation. The innovation system of the online game industry is quite different from conventional product technological innovation systems in a sense that there are no blueprints for innovation as well as major players in the system. Third, Government's policies for promotion of IT industry such as the broadband infrastructure installation policy, the hi-tech venture promotion policy and the military exemption policy contributed greatly to development of the online game industry. However, these policy tools were not intended for online game industry but in the end gave a great impact on the service innovation system of the online game industry.

• East Asian Journal of Business Economics (EAJBE)
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• v.6 no.2
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• pp.14-27
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• 2018

Purpose - The purpose of this study is to analyze the effect of 'delivery service quality' of online fresh food shopping malls on 'e-satisfaction' and 'repurchase intention' of online customers. Research design, data, and methodology - To demonstrate the relationship between the delivery service quality of online fresh food shopping mall and the e-customer satisfaction and repurchase intention, the research model was designed with 5 sub-factors (promptness, accuracy, economy, safety, information) based on the contents of previous studies. The data collection is conducted with sampling survey. The participants are customers who have visited, purchased and received their orders within the last 6 months in online fresh food shopping malls. This study analyzed collected data, then confirmed and finalized the hypothesis by using IBM SPSS Statistics 21.0 statistical program. Results - Hypothesis 1: The service quality of online fresh food shopping mall will have a statistically significant effect on online customers' e-customer satisfaction. Hypothesis 2: The service quality of online fresh food shopping mall will affect the repurchase intention of online customers. Hypothesis 3: The e-customer satisfaction of online fresh food shopping mall will have a statistically significant effect on repurchase intention. Among the 5 sub-factors (promptness, accuracy, economy, safety, information) of delivery service quality, three factors such as promptness, accuracy, and safety have stronger influence on e-satisfaction and repurchase intention of online customers. Conclusions - This study has proven the feasibility and viability of the hypotheses that 1) The excellent delivery service quality of an online fresh food shopping mall primarily affects e-customer satisfaction; and that 2) Ecustomer satisfaction will secondarily serve to improve repurchase intention.

• Journal of Information Technology Services
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• v.19 no.1
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• pp.71-87
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• 2020

As diverse online information services are introduced and the use of them are increasing, the importance of the quality control over the online information services is also increasing. Therefore, studies are being attempted to derive quality evaluation models for online information services, but these showed many limitations. In order to overcome the limitations of the previous studies and create more appropriate quality evaluation model, this study analyzed 408 data collected through the interviews with the users of Korea national online information services (NDSL, NTIS) using content analysis and the coding method of ground theory. Through the analysis, we identified the quality evaluation model (13 elements, 6 dimensions) of online information services and the description and insights of each elements. And the priorities of the most significant element(amount of information) and other key elements(such as the usefulness of the information, the diversity of the field, etc.) were figured out through the frequency analysis. Through these inductive methods based on the responses of users, the quality control model could be derived, which is different from the previous researches. This study is the first study which derived the quality evaluation model of online information service through the inductive way based on 408 interview responses from users. Therefore, the results of this study will be helpful to the post researchers who conduct studies on the quality of online information service, etc. Moreover, the results of this study are expected to provide references of frame for decision-making of working-level officials who have to manage the quality of online information services.

• International Journal of Internet, Broadcasting and Communication
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• v.14 no.4
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• pp.1-10
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• 2022

Since 2019, elementary schools have been teaching software to students, so pre-service teachers should have the ability to teach software. Also, in the COVID-19 situation, pre-service teachers need the ability to teach software online. The purpose of this study is to investigate the effectiveness of online software education for preservice teachers. After providing online software education to preservice teachers, we analyse the results and examines whether online software education is effective. In this study, we define 55 learning elements by analyzing the achievement standards that can evaluate the software education ability of preservice teachers. We figure out whether pre-service teachers have acquired the ability to provide online software education to elementary school students. As a result of the study, we concluded that pre-service teachers who received this online education could conduct software education online in elementary school.