• 대한인간공학회지
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• 제31권1호
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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.

• KSII Transactions on Internet and Information Systems (TIIS)
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• 제17권8호
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• pp.2222-2240
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• 2023

Brand fandom refers to a collection of consumers with strong emotions toward a brand. Studying the dynamics of brand fandom can help brands understand which services or strategies influence their consumers to become a part of brand fandom. However, existing literature on fandom in the last three decades has mainly used qualitative methods, and there is still a lack of research on fandom using quantitative methods. Specifically, previous studies lack a framework for locating fandoms from online textual data and analyzing their dynamics. This study proposes a framework for exploring brand fandom dynamics based on online textual data. This framework consists of four phases based on the design thinking model: Preparing Data, Defining Fandom Categories, Generating Fandom Dynamics, and Analyzing Fandom Dynamics. This framework uses techniques such as social network analysis and process mining, combined with brand personality theory. We demonstrate the applicability of this framework using case studies of two Korean home appliance brands. The dataset contains 14,593 posts by consumers in 374 online communities. The results show that the proposed framework can analyze brand fandom dynamics using textual customer data. Our study contributes to the interdisciplinary research at the intersection of data-driven service design and consumer culture quantification.

• 스마트미디어저널
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• 제6권1호
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• pp.39-46
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• 2017

The internet has become an important part of the many aspects of people's daily lives such as work, study, entertainment and in form of electronic commerce, shopping. Electronic commerce is growing rapidly in Kenya. There are many successful business-to-business, business-to-customer and customer-to-customer online shopping companies in Kenya. As a consequence, competition between vendors is intense and, therefore, mitigating the negative effects of high product uncertainty is necessary requirement as it remains a biggest hindrance for success of the online shopping. The purpose of this research is to investigate how online product description, third party product assurance, customer service and website design mitigate the negative impact of high product uncertainty. A questionnaire with 28 items is designed to collect data from online customers. Using multiple regression analysis, the relationship between dependent variable (product uncertainty) and independent variables such as product description, third party assurance, website design and customer service is tested. The result shows that all the independent variables are negatively correlated with dependent variable, which means that product description, third party assurance, website design and customer service can be used by online vendors to lessen the problem of product uncertainty in online markets.

• 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.

• 한국콘텐츠학회논문지
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• 제22권4호
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• pp.172-181
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• 2022

본 연구는 온라인으로 화훼를 구매하는 환경의 변화 속에서 밀레니얼 세대의 화훼서비스에 대한 디자인 니즈를 알아보고자 한다. 이를 위해 먼저 밀레니얼 세대의 소비성향과 온라인 화훼구매 경향을 알아보았다. 그리고 꽃다발 제품을 중심으로 온라인 화훼상품 서비스인 화훼 배달 전문쇼핑몰과 화훼시장의 새로운 트렌드인 화훼 정기 구독 서비스의 시장 현황을 조사하였다. 이를 바탕으로 온라인 화훼서비스 개선을 위한 설문조사를 실시하였다. 조사 결과 밀레니얼 세대는 브랜드화된 화훼제품을 구매하길 원하고 친환경 화훼제품에 대한 선호가 높으며, 화훼디자인에 대한 개방성이 강한 것으로 나타났다. 또한 밀레니얼 세대는 현재 화훼 배달 전문쇼핑몰에서 주로 판매하는 크고 화려한 장미류의 디자인보다는 크고 작은 꽃이 섞인 자연스러운 품종의 꽃다발 디자인을 남녀 모두 선호하는 것으로 나타났다. 따라서 본 연구를 통해 밀레니얼 소비자의 니즈에 맞는 온라인 화훼서비스디자인이 개선되어 화훼구매가 활성화되고 새로운 온라인 화훼서비스 디자인 연구로 확장되는 계기가 되길 바란다.

• 한국의류학회지
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• 제35권6호
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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.

• 한국산업정보학회논문지
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• 제22권1호
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• pp.117-126
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• 2017

본 연구는 온 오프라인의 경쟁이 치열한 출판물 유통환경에서 차별화된 서비스 개념으로 운영되고 있는 반디앤루니스 센텀시티점에 대한 사례 연구이다. 반디앤루니스는 국내에 14개의 오프라인 서점과 온라인 서점을 갖고 있는 대형서점 중 하나이다. 본 연구의 목적은 반디앤루니스의 O2O 서비스와 서비스 디자인에 대한 독특한 시례와 관행을 통해서 시사점을 제공하는데 있다. 반디앤루니스의 역사, 서비스 컨셉, 가치, 성과 등을 다양한 매체를 활용해 찾고, O2O서비스와 서비스 디자인에 대한 기존 연구들을 살펴 보았다. 즐거운 고객 경험을 제공하기 위해서는 고객의 관점에서 서비스를 디자인해야 하며, 고객이 오랫동안 머물 수 있도록 고객의 라이프 스타일을 고려한 다양한 서비스를 제공할 수 있어야 한다. 빅데이터, 사물인터넷, 인공지능(AI)의 시대에 온 오프라인의 경계를 허물고 고객 경험을 향상시킬 수 있는 서비스를 제공하기 위해서는 정보 통신기술을 활용한 서비스 디자인 혁신이 필요할 것이다.

• International Journal of Knowledge Content Development & Technology
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• 제10권2호
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• pp.71-90
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• 2020

Recently, as the pandemic COVID-19 has been spread worldwide, international research cooperation has come to the fore to overcome the crisis and develop treatments. Currently, in Korea, with the support from the Ministry of Education and the Korea Research Foundation, the International Research Cooperation Information Center operates an online service system for international research cooperation as a venue for sharing results among international research cooperation researchers and invigorating such research. However, since Korea's performance in international research cooperation is still poor, actively pursuing measures to improve professionalism and diversity based on international cooperation is deemed necessary. Therefore, in this study, factors influencing the level of satisfaction with international research cooperation online service systems were identified, and measures to increase the satisfaction of international research cooperation online service were proposed based on the analysis results. Design of the system quality factors, accuracy and consistency of the information quality factors, and professionalism of the service quality factors were verified to have a significant effect on the satisfaction with international research cooperation online service systems. Accordingly, further strengthening the aspects of design, accuracy, consistency, and professionalism was proposed as a way to increase the satisfaction of international research cooperation online service systems.

• 한국정보시스템학회지:정보시스템연구
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• 제26권3호
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• pp.295-312
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• 2017

Purpose Consumption behaviors of consumers have changed with the widespread use of the Internet and smart phones, and accordingly online marketing activities are becoming ever more prevalent. Yet, the domestic food-service industry has yet to offer an Omni-Channel order system that encompasses a online, offline, and mobile interface. Also, a multilingual menu ordering service for foreign tourists is not yet available. Therefore, if an order service system accessible online and offline which could provide multi-language services were implemented, the satisfaction of the service provider and domestic and foreign customers would be maximized. Design/methodology/approach By designing an electronic menu based on open an OS and providing electronic menus in offline stores, we have completed the design of a linked order system which would be available everywhere (online, offline, and mobile). The CMS was developed to integrate these three mediums and the entire operator was designed to receive basic information and statistical information about the merchants, or store operators. Also, a multilingual term dictionary containing menu information for foreign tourists was made into a database so that foreign tourists who are having difficulty in communication can use it more easily. Findings We have made it possible for customers to use the order service without distinction between online, offline, and mobile platforms, and have proved that it is a more efficient and convenient service for customers as well as operators. Nevertheless, as an initial model, the implemented system has limitations on the execution of the payment support method in the electronic menu board and in the management division of the CMS. In case of commercialization, it is necessary to make an alliance of efforts to attract initial franchises. Through further supplementation, we expect the online and offline connection-types martservice system will maximize the satisfaction of both operators and customers alike.

• 한국과학교육학회지
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• 제43권6호
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• pp.563-572
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• 2023

본 연구는 예비 과학 교사가 설계한 온라인 수업 사례를 분석하여 예비 과학 교사가 온라인 수업을 위해 사용하는 교수전략을 알아보고자 하였다. 이를 위해 한 학기 동안 온라인 수업 도구 활용 교육을 경험한 12명의 예비 과학 교사가 작성한 실시간 온라인 수업 교수학습과정안을 수집하여 분석하였다. 예비 과학 교사는 기존의 대면 수업 설계 시 필수적으로 고려하였던 선수학습 확인, 학습목표 제시, 학습동기 유발, 교수학습방법, 학습내용 정리, 교사-학생 상호작용, 학생 평가 등의 요소를 모두 고려하였으며, 이들 각 요소에서 온라인 수업의 한계를 극복하고 대면 수업에서 불가능했던 교수전략을 고안하였다. 또한 예비 과학 교사는 온라인 수업 도구를 원활하게 사용할 수 있는 환경 구축과 관련된 온라인 수업 환경 점검 관련 교수전략까지 고려하고 있었다. 다만 학습목표 제시, 학습동기 유발, 학습내용 정리는 대부분의 예비 과학 교사가 시청각 자료 제시 방식의 온라인 수업 도구를 활용한 기존의 대면 수업의 교수전략을 주로 활용하고 있으며, 학습동기 유발과 학습내용 정리에서 학생 중심의 접근의 교수전략을 매우 드물게 구현하였다. 이러한 결과는 한 학기 동안의 온라인 수업 도구 활용 교육은 부족하며, 예비 교사 교육에서 온라인 수업 도구 활용 교육의 지속적인 운영과 확대가 필요함을 시사한다.