• Journal of IKEEE
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• v.19 no.4
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• pp.472-478
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• 2015

When user wants to receive a smart safe return service, user sends a service request using a smart device to support GPS location data. After the smart safe return system receives the location of user, it selects the neighboring CCTV cameras based on user's location information, and controls the selected CCTV cameras to take a picture of the user, and to chase the user automatically. This service can be useful when there is a crime-ridden district on the path to return home late at night. Previous systems can't provide the smart safe return service to multiple user simultaneously. In this paper, we propose the smart safe return system which can provide the service to multiple users simultaneously.

• Fashion & Textile Research Journal
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• v.12 no.6
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• pp.745-754
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• 2010

This study is to find return factors when modern consumers purchase goods from an internet shopping mall and then to analyze the characteristics of complaints act and information search behavior. Subjects of research are 245 men and women, who have experience with more than one return in internet fashion shopping mall, in their twenties. The data were analyzed by using Factor analysis, Cronbach's analysis, one-way ANOVA, Duncan test as a post identification, Pearson's correlation analysis and multiple regression analysis. The results of this study are that male and female consumers in their 20s are mainly aware of the return factors: impulse buying, product status, deliver service, service after purchase, hype and comfortableness. And complains behavior often conduct public action, private action, nonaction. Information search behaviors for risk reduction when they purchase are product comparison, oral information search, neutral marketing information search, and service information search. The return factor from the internet fashion shopping had the greatest impact on public action and deliver services factor was a big complaint. In addition, impulse buying & Hype affect private action and non-action is influenced by impulse purchase. The consumer types by the return factors in internet fashion shopping mall are classified into the return group by deliver service, the return group by complex factors, and the return group by product status. Furthermore, there are significant differences in complaining behavior among these groups. In the information search behavior for reduction of risk factors, the return group by complex factors did more active information search behavior than the other groups. The return group by deliver service searched oral information and the return group by product status explored the neutral marketing information.

• Journal of the Korean Society of Clothing and Textiles
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• v.30 no.7 s.155
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• pp.1116-1125
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• 2006

This study investigated consumer satisfaction and dissatisfaction experiences in post-purchase product return process. As an exploratory research the study collected qualitative data of subjective consumer experiences using an open-ended questionnaire and identified and classified themes and patterns of satisfaction and dissatisfaction experiences. A total of 113 cases were categorized into satisfied experiences, unsatisfied experiences, and neutral experiences. Further, satisfied experiences were sub-categorized into kind sales associates, quick and easy return process, and services higher than expected based on sources of satisfaction in the return process while unsatisfied experiences were sub-classified into rejection of return, attitude of sales associates, and hassle of return process. In-store adaptive behaviors and intentions on future behaviors were also observed. The results indicated that service quality in the post-purchase service encounter and consumer expectation were important in determining satisfaction and dissatisfaction in the return process. Insights for research questions were proposed.

• Culinary science and hospitality research
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• v.23 no.1
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• pp.84-94
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• 2017

The purpose of this study is to empirically test a proposed relationship among perceived restaurant quality, type of restaurant, satisfaction, and return patronage intentions with a focus on solo diners. More specifically, the objectives of this study are to assess the effects of three perceived qualities (i.e., food, service, and physical environment) and types of restaurants on solo diner (1) satisfaction and (2) return patronage intentions. The findings show that the greatest weight was put on food quality in increasing both solo diner satisfaction and return patronage intentions. Service quality was the second important contributor in satisfying solo diners, followed by physical environment quality. In addition, the findings indicated that solo diner satisfaction was affected by different types of restaurants.

• Journal of IKEEE
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• v.23 no.4
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• pp.1195-1202
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• 2019

The safe return home system automatically tracks and makes a video-recording the client by selecting and controlling CCTV cameras near the client using GPS location information received from the smart device possessed by the service client. This service helps clients to return home safely when there is a crime-ridden district on their late night return home route. If the CCTV cameras that can capture the client are already occupied and used by other clients, concession of occupied CCTV cameras is required to capture the new client. To tackle the limitation, we developed an extended method that considered both the average distances between the client and CCTV cameras and the service rates. As a result, the average distance between CCTV cameras and clients is kept close, and service rates are improved.

• The Journal of Industrial Distribution & Business
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• v.15 no.7
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• pp.1-9
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• 2024

Purpose: This research adopts the SERVQUAL and LSQ frameworks to examine the correlation between return reverse logistics service quality of the JD platform and customer satisfaction, as well as the linkage between consumer satisfaction and repurchase intention. Research design, data and methodology: A comprehensive literature review on both domestic and international logistics service quality has been conducted. Considering the unique aspects of JD's return reverse logistics services, an evaluation framework with 5 dimensions and 21 indicators is formulated, including communication, information, return process, empathy, and convenience. A conceptual model exploring the influence of JD's reverse logistics service quality on customer repurchase intention is developed, proposing six hypotheses. For this investigation, 358 valid questionnaires were collected, processed, and analyzed using SPSS 22.0. The structural equation modeling was conducted and validated through AMOS 21.0 software. Results: Following a thorough analysis of data, it reveals that: (1) Information quality, return process quality, and empathy significantly enhance customer satisfaction. (2) Customer satisfaction positively impacts repurchase intention. Conclusion: Based on these findings, three strategic recommendations are offered for e-commerce platforms with in-house logistics systems. The research also discusses limitations and future research directions.

• Journal of Digital Contents Society
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• v.19 no.5
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• pp.1003-1010
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• 2018

When an applicant requests the emergency situation call or safe return service using a smart device, the smart surveillance service can select the CCTV(closed circuit television) cameras around the applicant using applicant's location information, then automatically takes a photograph to track the applicant. Since the surrounding CCTV camera shoots the applicant continuously using location information and the applicant can be observed by the monitor agent in real time, this service can be very helpful in an applicant's emergency situation or safe return. The existing smart surveillance service does not consider the priority of the emergency situation call and safe return service. Therefore, there is the disadvantage that the applicant who requests an emergency situation call service can not be photographed when safe return service has already preoccupied CCTV cameras which are capable of taking a picture of the applicant. The proposed smart surveillance service improves this disadvantage by using service priority.

• Journal of the Korean Society of Clothing and Textiles
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• v.30 no.6 s.154
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• pp.961-970
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• 2006

This study attempted to understand post-purchase consumer return experiences which had not received much attention in consumer behavior research. As a first step to understand return experiences from consumers' viewpoint, the study took an exploratory approach and identified themes and patterns from subjective consumer experiences. Whenever possible, attribution theory was applied to interpret the identified patterns. A total of 99 cases were collected from an open-ended questionnaire and analyzed based on a qualitative method. The reasons of product return was classified into five groups: changing mind; product defects; unsuitable products; products not expected; and for a better deal. External attribution was observed for return decisions caused by consumers' changed mind as well as by product defects. Dissatisfaction with defected products seemed to be intensified or reduced by service failure or success in the post-purchase service encounter. Consumer expectation and situations seemed to affect this process. Overall, the study supported attribution theory in the post-purchase return experience, and insights for research questions were proposed.

• Journal of Distribution Science
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• v.21 no.1
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• pp.73-83
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• 2023

Purpose: This study analyzed the influence of restaurant service perception on customer satisfaction and its implications on customers' attitude towards, intention to return to, and word-of-mouth (WOM) regarding a restaurant chain. Research design, data and methodology: Data from 421 respondents were collected using the convenience sampling method. After analyzing the data normality and removing responses with missing data and outliers, 342 responses were selected for further analysis, and the hypotheses were tested using Structural Equation Modeling (SEM). Results: We found that service perception affected customer satisfaction and customer satisfaction affected the customers' attitude toward the restaurant chain, which affected customers' intention to return and WOM about the restaurant chain. Conclusions: This paper provides one of the most important empirical results for managers in the restaurant sector, especially in Indonesia. Restaurant managers should thus provide training to their employees to improve the quality of the interaction with the customers and thereby increase customer satisfaction. The limitations listed in this study include the exclusion of respondents' income. For future research, we suggest investigating models of customer participation or consumer value co-creation for restaurant marketing success. Consumers are generic actors in the service ecosystem engaged in the value co-creation process.

• Health Policy and Management
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• v.32 no.3
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• pp.323-329
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• 2022

Background: This study aimed to identify the characteristics of the referral and return of patients to clinics in the endocrinology and cardiology departments at the National Health Insurance Service Ilsan Hospital to evaluate the "referral and return of patients to clinics" program and reduce the rate of returning patients. Methods: From May 2018 to December 2020, we identified the number of visits to referral hospitals and hospital usage status at Ilsan Hospital after returning to clinics. We also identified the patients who returned to Ilsan Hospital within 6 months, defined as "failure to transport," among those recommended to be transported to clinics of the Medical Cooperation Center. Additionally, we evaluated the characteristics of the "failure to transport" patients. Results: Among the returning patients, the rate of visiting Ilsan Hospital within 6 months was higher in cardiology than in endocrinology (25.1% vs. 16.7%). Older age, more severe disease, and more number of visits to the department were associated with a high rate of failure to transport. The rate of failure to return was low in cases diagnosed with hyperlipidemia/lipoprotein metabolism disorder. With respect to diabetes, the rate of failure to transport differed according to each type of diagnosis of diabetes. Conclusion: The success rate of the "referral and return of patient to clinics" program differed based on each patient's characteristics, department of visit, and diagnosis. Individualizing according to the visit department and diagnosis is required to ensure successful transfers, and infrastructure expansion and institutional arrangements must be facilitated.