• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.19 no.3
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• pp.69-79
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• 2024

Companies should resolve consumer dissatisfaction and increase brand loyalty by actively identifying the factors of consumer dissatisfaction and proactively responding to expected complaint behavior to induce repurchase. This is a management goal that should be pursued in common regardless of the size of the company. The specific purpose of this study is to find out whether the degree of dissatisfaction differs depending on whether or not consumers' expected performance before purchase and the actual perceived performance after purchase is compared, whether the degree of dissatisfaction affects the type of complaint behavior, which is a subsequent behavior, and whether the attributable behavior has a moderating effect in this process and whether the persistence of the result and the controllability of the cause act as a factor that determines the attribution position. In particular, compared to general companies, venture companies are more likely to overload the information processing ability of managers and are likely to make various irrational errors in decision making, so this study has important academic and practical implications. As a result of the analysis, the negative inconsistency group had the highest degree of dissatisfaction, and the higher the degree of inconsistency, the higher the dissatisfaction. The attributable behavior of unsatisfied consumers had a moderating effect on the degree of dissatisfaction, and the dissatisfaction was significantly higher in the external attributable group than the internal attributable group, which was statistically significant. On the other hand, the persistence of the result had a statistically significant effect on the attribution position, but the controllability of the cause was not. The degree of attributable behavior and dissatisfaction did not affect the type of complaining behavior, showing limited influence. Along with the interpretation of these results, this study presents various implications, especially for small and medium-sized/venture companies that provide new durable products.

• Journal of Venture Innovation
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• v.7 no.3
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• pp.159-182
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• 2024

The study aimed to analyze the factors influencing customer experience and satisfaction in home meal replacement (HMR) subscription services through the lens of the Value-based Adoption Model (VAM). Specifically, the study examined the mediating role of customer value co-creation. A survey was conducted among users of HMR subscription services within the last three months, yielding 200 valid responses for analysis using AMOS 24.0. The findings revealed that the factors of usefulness, entertainment, convenience, and curation positively impacted customer value co-creation, while perceived anxiety had a negative effect. Interestingly, the influence of perceived costs on customer value co-creation was not significant, potentially indicating that cost concerns may be overshadowed by other factors in this service context. Among the variables, curation emerged as the most influential factor, followed by convenience, usefulness, and entertainment. Customer value co-creation was found to significantly enhance both customer experience and satisfaction, with customer experience also directly contributing to increased customer satisfaction. The study underscored the importance of customer value co-creation as a mediating factor, bridging the gap between service features and customer outcomes. This mediation highlights how effectively managed interactions between the service provider and customers can transform perceived value into tangible satisfaction. From a practical standpoint, the results emphasize the critical role of curation services in driving customer value and satisfaction in HMR subscription services. Companies should focus on refining curation and enhancing convenience to maximize customer engagement and satisfaction. The study provides valuable academic insights into the dynamics of customer value co-creation and its implications for service management, contributing to the broader understanding of how modern subscription services can optimize customer relationships.

• Journal of Industrial Convergence
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• v.22 no.7
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• pp.1-13
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• 2024

Among e-government services, the intelligent CCTV control platform is a screening control service that utilizes artificial intelligence to display major objects such as people, cars, etc. to control personnel when they appear on CCTV. The operation of an intelligent CCTV control platform is expected to improve the quality of life of citizens by enabling rapid response in the event of an emergency and increasing the resolution of complaints. In this study, the benefits of the intelligent CCTV control platform, a non-market good, were estimated by applying the contingent valuation method (CVM), a choice experiment technique, to estimate the average willingness to pay per household and calculate the social benefits. As a result of the analysis, the average willingness to pay per household was estimated to be KRW 6,908 per year, and the economic benefits for the country as a whole were estimated to be about KRW 150.4 billion per year. This study is of academic significance as it extends the application of CVM to the field of intelligent e-Government services. The Intelligent CCTV control platforms is being actively discussed, this study has practical implications in that the benefits were estimated in monetary value.

• Journal of Internet Computing and Services
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• v.25 no.3
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• pp.71-81
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• 2024

In response to the COVID-19 pandemic, the global airport industry is actively introducing 4th Industrial Revolution technology-based systems for quarantine and passenger safety, and test bed construction and prior verification using airport infrastructure and resources are actively being conducted. Analysis of recent cases shows that despite the changing travel patterns of airport users and the diversification of airport service demands, most testbeds construction studies are still focused on suppliers, and task prioritization is also determined by decision makers. There is a tendency to rely on subjective judgment. In order to find practical ways to become a first mover that leads innovation in the aviation industry, this study selected tasks and derived priorities to build testbeds from a service perspective that reflects various customer service needs and changes. Research results using the AHP analysis method resulted in priorities in the order of access transportation and parking services (29.2%), security screening services (23.4%), and departure services (21.8%), and these analysis results were tested in the airport industry. It shows that innovation in testbeds construction is an important factor. In particular, the establishment of smart parking and UAM transportation testbeds not only helps strengthen airports as centers of technological innovation, but also promotes cooperation with companies, research institutes, and governments, and provides an environment for testing and developing new technologies and services. It can be a foundation for what can be done. The results and implications produced through this study can serve as useful guidelines for domestic and foreign airport practitioners to build testbeds and establish strategies.

• The Journal of Bigdata
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• v.9 no.1
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• pp.153-168
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• 2024

In summer, as chillers are considered the main energy consumer of building, the efficient chiller operation is considered important. However, it is difficult to operate chillers to meet the cooling demand of the building as the demand fluctuates with various factors like the internal, external environment and behavior of the occupants and as chiller's constraint cause the current operation constrains operation in future. To address these problems, this study proposes a multi-chiller operation model based on deep reinforcement learning considering the minimum up-time of the chiller. The proposed model learns the value of the chiller operations according to the state composed of metrological and cooling system information and determines operation that minimizes the difference between the supply load and the cooling demand among feasible operations. The practical applicability was improved by applying the training algorithm considering the minimum up-time constraint and Experiments results using the actual data from a Korean university confirmed that the proposed model complies with the chiller constraints and outperforms the existing chiller operation logic of the university in terms of differences from the building cooling demand.

• Journal of Service Research and Studies
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• v.14 no.3
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• pp.102-130
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• 2024

The accelerated pace of change in the business environment and the advent of new information and communication technologies since the onset of the pandemic have had a profound impact on the way in which work is conducted. These developments are also affecting the nature of secretarial roles, with the adoption of digital workplaces rendering online-based work that transcends physical time and space the norm. The role of the secretary is also undergoing a transformation, with the capacity to utilize digital technology and communicate in person emerging as crucial competencies. The objective of this study is to provide an exploratory account of the evolving work environment and the newly required competencies of secretaries in the digital workplace. The research methodology comprised in-depth interviews with current assistants, the objective of which was to explore the cultural, spatial, technological, and workplace changes and the new competencies required. The study revealed that the role of secretaries in the digital workplace is undergoing a significant transformation. This is characterised by a decline in traditional face-to-face work, an increased reliance on digital platforms, and the digitisation of information management. The competencies deemed essential for success in this evolving environment include digital literacy, proficiency in text-based communication, the ability to maintain a consistent attitude towards online and offline work, and the capacity to adapt to new situations. The findings of this study contribute to the academic understanding of the digital workplace for secretaries and provide a useful basis for the development of practical secretarial education and career development programs. Furthermore, this study aims to provide a more comprehensive examination of secretarial work in the digital workplace and to identify areas where secretaries may require additional support.

• Journal of Industrial Convergence
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• v.22 no.9
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• pp.53-61
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• 2024

Purpose: This study is a comparative study conducted to examine the differences in attitudes toward COVID-19 prevention, self-leadership, and infection prevention behaviors among nursing students based on their experience in community volunteer related to infection disease prevention. Method: A total of 286 nursing students (146 in the experimental group and 140 in the control group) from 14 regions across the country were conveniently sampled from November 1 to 30, 2021, and the average difference in each variable according to participation in volunteer activities was analyzed using a t-test. Results: The comparison of differences based on participation in volunteer activities showed that the group with volunteer experience had a statistically significantly higher score in all variables: attitudes toward COVID-19 prevention (42.25±5.35 points) compared to those without experience (40.02±6.30 points)(p=.001), self-leadership (72.04±13.18 points) compared to those without experience (66.58±10.85 points)(p<.000), and infectious disease prevention behavior (44.31±7.62 points) compared to those without experience (39.38±7.20 points)(p<.000). Conclusion: This study provides practical and educational implications by suggesting a direction for educating nursing students who will need to provide actual care in future infectious disease outbreaks. These results suggest that nursing students could carry out volunteer service related infection diseases prevention through customized education and promotion programs for different target groups, which could be supported by school budgets, club activities, or incorporated into regular courses. Furthermore, it can be utilized as foundational data for the development of future nursing education programs

• Information Systems Review
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• v.26 no.1
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• pp.151-172
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• 2024

Metaverse, which supports social and economic activities in the virtual world, is being cited as the core of future Web 3.0 businesses. However, most of the major metaverse platforms currently adhere to the Web 2.0 system and are operated in a centralized manner. Accordingly, this study investigated the form of metaverse operation by examining the case of Decentraland, a metaverse platform operated as DAO, a decentralized autonomous organization in the form of Web 3.0. From the case analysis, we found that Decentraland had positive characteristics such as a horizontal operating structure, fair profit distribution, and transparency, but there were challenges including the possibility of returning to centralization in the operating process, the possibility of abuse of an autonomous system, and inefficiency in decision-making. Therefore, in this study, the timing of transition to DAO governance was discussed, and DAO's efforts for business continuity and the need for adjustment for autonomous operation were suggested as implications. The implications presented in this study are expected to contribute to materializing not only practical but also theoretical aspects of platform operation aimed at web 3.0 as well as the metaverse.

• Information Systems Review
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• v.26 no.1
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• pp.337-353
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• 2024

The purpose of this study is to investigate the relationship between consumer reviews and managerial responses, aiming to explore the necessity of webcare for efficiently managing consumer reviews. We intend to propose a methodology for effective webcare and to construct a webcare model using machine learning techniques based on an audiobook platform. In this study, we selected four audiobook platforms and conducted data collection and preprocessing for consumer reviews and managerial responses. We utilized techniques such as topic modeling, topic inconsistency analysis, and DBSCAN, along with various machine learning methods for analysis. The experimental results yielded significant findings in clustering managerial responses and predicting responses to consumer reviews, proposing an efficient methodology considering resource constraints and costs. This research provides academic insights by constructing a webcare model through machine learning techniques and practical implications by suggesting an efficient methodology, considering the limited resources and personnel of companies. The proposed webcare model in this study can be utilized as strategic foundational data for consumer engagement and providing useful information, offering both personalized responses and standardized managerial responses.

• Journal of Korean Tunnelling and Underground Space Association
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• v.26 no.5
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• pp.551-561
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• 2024

Underground utility tunnels are spaces densely packed with various infrastructure facilities, such as power, telecommunications, and water supply and drainage systems, making internal environment management crucial. An investigation into accident cases and on-site demands in these tunnels revealed that while fires and floods are the most common types of incidents, the demand for real-time condensation prevention and response is frequent according to on-site managers. Condensation occurs due to the difference in humidity and temperature between the inside and outside of the tunnel. Frequent or prolonged condensation can lead to metal pipe corrosion, electrical failures, and reduced equipment lifespan. Therefore, this study developed a control algorithm and monitoring system to prevent condensation in underground utility tunnels. The proposed control algorithm estimates the likelihood of condensation in real-time based on the measured temperature and humidity and suggests appropriate responses for each stage to the managers. Finally, a practical condensation prevention monitoring system was built based on the developed algorithm, verifying the feasibility and applicability of this technology in the field.