• Journal of Information Technology Applications and Management
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• v.11 no.4
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• pp.181-208
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• 2004

By the developing of Internet. the environments of the company have rapidly been changed. Especially. managers in the Internet shoppingmall have been try to provide excellent e-Services to their customers. e-Service i~ defined comprised of all interactive services that are delivered on the Internet uSing advanced telecommunications. information, and multimedia technologies. but according to study of e-Satisfy. com［2000］. customer service through internet is still neither effective nor efficient and poor service will impact on company's profit but excellent service can improve their value and quality of the service or product. In order to customer-oriented e-Services. this study suggested the QFD linked with e-Service quality model for the Internet shoppingmall service system. which can help determine design characteristics being relevant to customer's e-Service quality requirements. this hybrid model have two stages. In the first stage. we do measure service quality and find priorities of service quality attribute by purchase process. and in the second stage. on the basis of priority of e-Service quality attributes, we find design characteristics to maximize customer satisfaction. From this study, we provide internet shoppingmall managers with the implications for improvement of service quality, measuring quality of e-service, providing design characteristics for customer-oriented service quality.

• Journal of Service Research and Studies
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• v.13 no.2
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• pp.82-98
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• 2023

This study investigates consumers' perceptions when customers participate in the process of innovating new products or new services essential to companies in the era of the 4th industrial revolution. Specifically, this study investigates how consumers' product evaluation varies depending on two types of innovation for a company's new product development (technology-based innovation and market-based innovation) and two customer roles (as information providers and as co-developers) participated in the development process. The research questions are as follows: As technology-based innovation and market-based innovation are different types of innovations, will consumers' product evaluation vary depending on these different types of innovation? If customers participate in the development process of a new product reflecting each innovation, how will the information that the customer participated be perceived by other consumers? In addition, this customer participation method can serve as an information provider and a co-developer, and will consumers' evaluation of new products vary depending on this role? As a result of verifying the hypothesis using an experimental method, it shows that consumers' product evaluation differs significantly depending on the role of customers who participated in the process of developing new product development process. In other words, the results indicate that the case where customers participated as market information providers in the process of developing new products is more favorable to the new product evaluation than the case where they participated as co-developers of the new products. In addition, there is an interaction effect between the type of product innovation and the role of customer participation. To be specific, when a product reflecting technological innovation is released, there is no difference in consumers' product evaluation according to the roles of two different customer participations. However, when a market-based innovation product is released, product evaluation is more favorably perceived when customers participated as information providers than they were involved in the new product development process as co-developers. This study is of theoretical significance in that it distinguishes each type of innovation and verified how other consumers' perceptions vary depending on their role when customers participate in the innovation process. Finally, limitations and future study directions are suggested along with practical implications.

• Asia-Pacific Journal of Business
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• v.4 no.2
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• pp.31-40
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• 2013

This paper portrays the perception of buying behaviour, factors of product preferences and product switch-over among women consumers in Vellore district of Tamil Nadu. To conduct this study, 300 respondents from 20 village blocks of Vellore district were selected using stratified random sampling as the technique and descriptive sampling as the design. The study came out with interesting results and conclusions. It was found that more than half of the respondents were purchasing the product without a bill. It was also found that the respondents who repaired their product in the authorized service centre during warranty period did not continue the same after the warranty period and preferred nearby repair shops. It was further found that more than half of the respondents were checking expiry date and quality standards while purchasing a product. The study's scope was limited to women consumers at Vellore district. It could be used for further research in other aspects such as gender comparison in Vellore district and comparison with other districts of Tamil Nadu and other states of India. It was suggested that there is still a necessity to upgrade the standard of the people in many aspects like education, occupation and level of income, which shall help them to compete with the neighboring cities on living standards.

• Korean Journal of Agricultural Science
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• v.49 no.3
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• pp.667-678
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• 2022

A characteristic of a region's environmental resources is the competitiveness of local agricultural products. This study explores methods of making locally produced agricultural products appealing to consumers. We looked at ways to appeal to consumers by using the image of environment resource and environment-agriculture product image congruence. The relationships of two dimensions of environmental image, perceived quality and purchase intention, are examined. From the results of the study, both the image of environment resource and environment-agriculture product image congruence have a positive effect on purchasing local agricultural products through perceived quality. This study tried to ascertain which of the two dimensions of the environmental image factor is more effective in terms of consumer appeal for local agricultural products. As a result, both the image of environment resource and environment-agricultural product image congruence are found to have a positive effect on the purchase intention of consumers through perceived quality. By comparing the paths of the two dimensions it is found that the method of appealing to consumers by using the environment-agriculture product image congruence is more effective. The results of this study present an effective method of making locally produced agricultural products appealing to consumers and suggest an effective strategic direction for selling local agricultural products.

• Journal of Korean Society for Quality Management
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• v.47 no.3
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• pp.641-659
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• 2019

Purpose: Recently, the managing customer complaints properly has emerged as key source of competitive advantage in the large distribution industry. Effective customer complaint management helps firms minimize service failures and incense the capability to respond to customer's needs. Despite this importance, the in-depth prior study of a firm's service failures is very limited. Therefore, the actual service failure cases of large discount stores in Korea were analyzed in this study, and the types of service failures that occur at the service interface were identified. Method: Specifically, a total of 48,307 cases of customer complaints that have occurred in the past three years were collected from 1 January 2016 to 31 December 2018. Using 7 dimensions of service marketing mix. we have classified and analyzed systematically the service failure cases collected. Results: Among the cases of service failures, 34,921 (72.3%) cases were involved with the product factor, followed by 6,152 (12.7%) cases with person factor and 5,392 (11.2%) cases with process factor. Conclusion: By linking the main causes of service failure with the service marketing mix variables, this research presented a more systematic analytic model and verified by applying it to large domestic distribution company. Understanding the main factors affecting customer complaints n the large distribution industry can provide managers useful information and insight who want to achieve an effective customer complaint management.

• Journal of the Korean Home Economics Association
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• v.44 no.5 s.219
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• pp.21-33
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• 2006

The purpose of this study were 1) to analyze customer relationship management(CRM) based on the online customer experiences by product types (i.e., men's, women's, casual, sports wear), 2) to analyze CRM based on the off-line customer experiences by product type, and 3) to examine customer purchase behavior of fashion products and internet usage behavior by product types. Survey and 1:1 interview were conducted from January 13th to May 16th, 2005. Six consumers from each brand (i.e., 3 loyal customers and 3 general customers) in a total of 24 customers were selected from each product type. For the data analysis, content analysis and descriptive statistics (i.e. frequency) were used. Among the key study findings first, as a result of the on-line CRM experience, the customers of men's wear preferred receiving customized information through e-mail or SMS service. The customers of sports wear preferred receiving a different level of information and participating in customized product service. Second, as a result of the off-line CRM experience, the customers of men's wear need to be encouraged to join a membership at a sales encounter and the customers of women's wear preferred receiving quick information of new products and participating in a design development planning of the merchandising process. Third, the purchasing behavior of the customers of women's wear are influenced mostly by the salesperson and the store atmosphere when they purchase clothes and the customers of men's wear are price-sensitive. The results of this study can be used when fashion brands perform strategic planning and decision making on CRM.

• Archives of design research
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• v.15 no.3
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• pp.93-102
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• 2002

The changing pattern of living and communication, combined with wireless technologies has given rise to more fluidity between spaces and relationships. Despite this, the way we use technology and the qualities of product and service are limited. For example, ON or OFF is like BLACK or WHITE, it presents a harsh distinction This severity in definition can make me uncomfortable when using products. The aim of this project is to improve the use of a product's functions and Qualities. As an example, the switch button has limited the possible interaction of a product. even each function is different. 1 intend this study is to imbue the switch with a greater freedom of interpretation. What will happen If I create a journey in between on and off\ulcorner For instance, time, pattern, state, rhythm and so on are analogue properties of a switch. The playful, spontaneous, and enjoyable behaviour of a switch will be able to bring other qualities of function and service. The switch will then be able to be an object with more human qualities, not simply an on and off button.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.40 no.3
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• pp.27-37
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• 2017

As the global uncertainty of manufacturing has increased and the quality problem has become global, the recall has become a fatal risk that determines the durability of the company. In addition, as the convergence of PSS (product-service system) product becomes common due to the development of IT convergence technology, if the function of any part of hardware or software does not operate normally, there will be a problem in the entire function of PSS product. In order to manage the quality of such PSS products in a stable manner, a new approaches is needed to analyze and manage the hardware and software parts at the same time. However, the Fishbone diagram, FTA, and FMEA, which are widely used to interpret the current quality problem, are not suitable for analyzing the quality problem by considering the hardware and software at the same time. In this paper, a quality risk assessment model combining FTA and FMEA based on defect rate to be assessed daily on site to manage quality and fishbone diagram used in group activity to solve defective problem. The proposed FTA-FMEA based risk assessment model considers the system structure characteristics of the defect factors in terms of the relationship between hardware and software, and further recognizes and manages them as risk. In order to evaluate the proposed model, we applied the functions of ITS (intelligent transportation system). It is expected that the proposed model will be more effective in assessing quality risks of PSS products because it evaluates the structural characteristics of products and causes of defects considering hardware and software together.

• 한국신재생에너지학회:학술대회논문집
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• 2010.06a
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• pp.129.1-129.1
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• 2010

Since the commencement of the fuel cell business in 2007, POSCO POWER has been the major supplier of the MCFC (Molten Carbonate Fuel Cell), which is the most commercialized stationary fuel cell system in the world. With its quite, yet active movement, more than 20MW MCFC systems have been installed and are operating in Korea. While trying to localize the components and set up a firm supply chain in Korea to provide more reliable and cost-competitive products to its customers, POSCO POWER is also devoting itself to developing new MCFC application products. One such product is a back-up power system, in which a back-up algorithm is embedded to the present system so that the product can work as a back-up generator in case of grid failure. The technology to enhance load following capability of a stack module is also being developed with the back-up algorithm. Another example is a building application, the goal being to make the present Sub-MW product suitable for urban area. For this, downsizing and modularization are the main R&D scope. The project for developing ship service fuel cell for APU application will launch soon as well. In the project, a system which can operate in marine environment, and reforming technology for liquid logistic fuel will be developed.

• Journal of the Korean Society of Clothing and Textiles
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• v.37 no.4
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• pp.526-539
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• 2013

This study analyzed the effects of internet fashion consumer's anticipated regret and the selection difficulty on decision making delay and purchase switching intention. The survey was conducted in 2012 on internet fashion consumers in their 20s to 40s from May 1 to June 30; subsequently, 487 responses were used for the data analysis. The anticipated regret of internet fashion consumers was composed of product, service, social psychology, and function-related anticipated regret. The selection difficulty of internet fashion consumers was composed of process, information, and experience-related selection difficulty. There are significant differences in anticipated regret, selection difficulty, decision making delay, and purchase switching intention by gender. The anticipated regret (product, service, and social psychology-related anticipated regret) and selection difficulty effected decision making delay. In addition, the anticipated regret for product and selection difficulty by process or information influenced purchase switching intention. The results of this study provide useful information on the success and efficient operation of internet shopping malls.