• 제목/요약/키워드: a Trend of Telecommunication Service Marketing

검색결과 6건 처리시간 0.019초

소비자 관점의 통신시장 변화 고찰 (A Review on the Change of Telecommunication Market in Perspective of Customer)

  • 황민우;정상익
    • 한국IT서비스학회지
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    • 제7권1호
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    • pp.45-62
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    • 2008
  • This review examines the rapid growth of qualitative and quantitative of telecommunication industry for past couple of years from customer's viewpoint. Most of the telecommunication products were positioned in the market by the businesses and government's support, but the entity of telecommunication products were never interpreted from the user's viewpoint. Even though, various kinds of telecommunication services have been actively discussed by businesses, government, and IT professionals, it has not been sufficiently discussed by the marketing academia where they need to focus a lot on customer's utility. For the purpose of providing an insight of the telecommunication service marketing strategy, this study looked over old and new directions of growth, failure and evolution of services by focusing on two main pillar of communication business, which is high-speed internet and mobile phone service. Additionally, the research explains and mentions the limit and trend of the telecommunication service marketing, and the future research task that needs to be solved.

인터넷전화서비스품질 특성이 브랜드 태도에 미치는 영향 연구 : 기술수용모델을 중심으로 (A study of How Internet Telephony Service Quality characteristics Affects Brand attitude : Applying a technology acceptance model)

  • 정경희;조인희;주형준;조재립
    • 대한안전경영과학회지
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    • 제11권3호
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    • pp.199-207
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    • 2009
  • IP Telephony service was restricted to an outgoing call and low quality since the trust domestic IP Telephony service launch of Saerome co. Ltd, in Jan. 2000. However, Interest of IP Telephony service, which is substituted for PSTN, has been highly elated because of the developed equipment softswitch and new technology. This kind of importance and marketing of VoIP are recognized to telecommunication providers. With this trend, they try to administrate customer satisfaction and invest R&D to survive in this hard competition and unexpected change. To achieve this objective, they should try to realize the searching process of the quality decision attribution (QDA). However, there is little research on the aspect of service quality of Internet telephony so far. For this, the investigator established the tangibles, the reliability, the responsibility, the assurance, the empathy, the charge with information sources as core elements. In order to examine the influence of IP Telephony service upon the attitudes toward a brand and the purchase intention.

통신회사의 SI(Store Identity)가 소비자의 브랜드 이미지 정보전달에 관한 연구(한국통신회사 SI와 해외의 유명 통신회사SI 비교를 통하여) (A Study on the delivery of brand image information to consumers by telecom companies' SI(Store Identity) (through comparing SI between Korea telecom companies and foreign famous telecom companies))

  • 김종성
    • 한국산학기술학회논문지
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    • 제14권6호
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    • pp.2639-2644
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    • 2013
  • 휴대폰 사용자의 폭발적인 증가와 제품의 빠른 교체주기로 인하여 이동통신사 간의 마케팅 경쟁이 매장으로 확산되면서 매장을 새롭게 단장하는 리뉴얼 주기가 짧아지고 있다, 주요 이동통신사가 간판을 포함한 매장 리뉴얼은 소비자에게 자사의 브랜드 아이덴티티를 강하게 심기 위한 목적으로 추진되고 있다. 소비자들은 매장이 단순히 값싸고 질 좋은 제품을 판매만 하는 것이 아니라, 매장, 제품, 서비스에 대해 느끼고 수용할 수 있도록 고객 체험을 제공할 것을 바라고 있다. 특히 이동통신사 대리점의 경쟁이 치열해 매장수가 많이 늘어나는 추세를 보이고 최근에는 리뉴얼 시 단순 CI(Corporate Identity) 교체에 의미를 두기보다 매장의 인테리어에서 익스테리어까지 통합된 이미지로 바꾸는 SI(Store Identity) 개념을 적용해 매장들을 바꾸고 있다. 인테리어,Sign 등의 비주얼 요소를 일관성 있게 설계 및 디자인하여 매장 내, 외부에 적용하여 소비자에게 호의적인 매장 이미지를 심어주고 궁극적으로 매출액 증대에 큰 영향을 미치게 하는 요소라 할 수 있다. 이러한 활동은 기업이 Identity관리를 통해 이미지를 컨트롤 할 수 있으며 마케팅 측면에 매우 중요한 요소라 할 수 있다. 본 논문에서는 국내 이동통신사와 해외 이동통신사의 SI를 비교분석하고 효과적인 SI의 방향을 제언하는데 목적을 둔다.

모바일 복합 단말기 사용자 만족: 기대-불일치 접근 (User Satisfaction of Mobile Convergence Device: The Expectation and Disconfirmation Approach)

  • 이승창;서응교
    • 유통과학연구
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    • 제10권11호
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    • pp.89-99
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    • 2012
  • Purpose - Mobile devices, especially mobile terminals capable of telecommunication and wireless connectivity, are leading the advancements in consumer electronics. Digital convergence drives the functions of various devices, such as cellular phones, MP3 players, personal digital assistants, and gaming, into a single device. This trend would continue and applications such as digital audio and video streaming (including personalized content delivery mechanisms) would soon be on a handheld device. As customers want mobile convergence devices, manufacturers are driving new initiatives in the emerging mobile device market. Given the roles played by device design and service content in user satisfaction of a mobile convergence device, this study focuses on identifying and measuring the constructs for the process by which user satisfaction is achieved. This study synthesizes the expectation-disconfirmation paradigm with empirical theories in user satisfaction. Device and service levels are separated, and nine key constructs for user satisfaction of mobile convergence devices are proposed. Insight into this process could help web-based businesses to improve user satisfaction, thus enhancing the effectiveness of e-commerce for sellers and buyers. Research design, data, methodology - This study draws on three users of mobile convergence devices as examples. To test there search model and hypotheses, survey questionnaires were sent to 607 mobile device users. Mobile device users were initially identified from several members, and subjects were randomly drawn. Data from 577 survey responses were finally analyzed. The unit of measurement and analysis in this research study is at a personal level. Results - The measurements for the constructs were developed and tested in a two-phase study. In the first phase, the device and service dimensions were identified, and instruments for measuring them were developed and tested. In the second phase, using the salient dimensions of the device and service as the formulating first-order factors, instruments were developed and empirically tested to measure satisfaction of the device and service. In measuring satisfaction of mobile convergence devices, the critical tasks are to identify the key constructs of such user satisfaction and to develop validated instruments to measure them. Hence, the results of this study have immediate implications for businesses and for research in user satisfaction of mobile convergence devices. Conclusions - This study provides reliable instruments for operationalizing key constructs in the analysis of user satisfaction of mobile convergence devices within the expectation-disconfirmation paradigm. Hence, convergence device makers will be able to examine whether their websites meet their customers' expectations by examining the device aspect of the mobile convergence device customers, and the service aspect expectations and disconfirmation. Moreover, the introduction of expectation and disconfirmation constructs brings the marketing aspect of convergence devices into focus for such retailers, an aspect crucial to the effective design of websites for online businesses. In addition,this study provides the metrics required to initiate future studies on user satisfaction of mobile convergence devices.

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스마트폰 앱 사용 및 추천의도 영향 요인에 관한 연구 - Utilitarian vs. Hedonic 유형간 차이비교 (Exploring Determinants Affecting Mobile Application Use and Recommendation)

  • 이희서;곽나연;이중정
    • 한국콘텐츠학회논문지
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    • 제15권8호
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    • pp.481-494
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    • 2015
  • 모바일 시장의 성장과 더불어 다양한 앱의 등장은 기존 스마트폰 사업자 및 애플리케이션 개발자들간의 경쟁을 가중시키고 있다. 이에 다양한 스마트폰 앱의 유형별 사용 및 추천의도에 관한 연구가 필요해진 시점이다. 본 연구에서는 기존 UTAUT 모형에 성과기대에 영향을 미치는 요인으로 개인화와 신뢰성을, 사용의도에 영향을 미치는 요인으로 플로우를 추가하여 스마트폰 앱 사용에 영향을 미치는 요인을 분석하고자 하였다. 또한 스마트폰 앱의 유형을 실용적인 성격의 앱과 엔터테인먼트적인 성격의 앱의 두 가지 대비되는 유형으로 나누어 스마트폰 앱 수용에 관해 각각의 앱 특징에 따라 영향의 차이를 검정하여 전략적 시사점을 도출하고자 하였다. 연구결과, 첫째, 신뢰, 개인화가 성과기대에 유의한 영향을 미치며, 성과기대, 노력기대가 스마트폰 앱의 사용의도와 사용행동 및 추천의도에 유의한 영향을 미치는 것으로 나타났다. 둘째, 실용앱과 엔터테인먼트 앱의 유형에 따라 사용자의 스마트폰 앱의 사용목적과 사용에 영향을 미치는 요인들이 다르게 나타났다. 따라서 본 연구가 스마트폰 앱 개발자, 이동통신사, 기업 등의 앱 제작과 서비스제공, 마케팅 등에 실질적으로 활용될 수 있는 전략적 시사점을 제공해 줄 수 있을 것으로 기대된다.

Perceptional Change of a New Product, DMB Phone

  • Kim, Ju-Young;Ko, Deok-Im
    • 마케팅과학연구
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    • 제18권3호
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    • pp.59-88
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    • 2008
  • Digital Convergence means integration between industry, technology, and contents, and in marketing, it usually comes with creation of new types of product and service under the base of digital technology as digitalization progress in electro-communication industries including telecommunication, home appliance, and computer industries. One can see digital convergence not only in instruments such as PC, AV appliances, cellular phone, but also in contents, network, service that are required in production, modification, distribution, re-production of information. Convergence in contents started around 1990. Convergence in network and service begins as broadcasting and telecommunication integrates and DMB(digital multimedia broadcasting), born in May, 2005 is the symbolic icon in this trend. There are some positive and negative expectations about DMB. The reason why two opposite expectations exist is that DMB does not come out from customer's need but from technology development. Therefore, customers might have hard time to interpret the real meaning of DMB. Time is quite critical to a high tech product, like DMB because another product with same function from different technology can replace the existing product within short period of time. If DMB does not positioning well to customer's mind quickly, another products like Wibro, IPTV, or HSPDA could replace it before it even spreads out. Therefore, positioning strategy is critical for success of DMB product. To make correct positioning strategy, one needs to understand how consumer interprets DMB and how consumer's interpretation can be changed via communication strategy. In this study, we try to investigate how consumer perceives a new product, like DMB and how AD strategy change consumer's perception. More specifically, the paper segment consumers into sub-groups based on their DMB perceptions and compare their characteristics in order to understand how they perceive DMB. And, expose them different printed ADs that have messages guiding consumer think DMB in specific ways, either cellular phone or personal TV. Research Question 1: Segment consumers according to perceptions about DMB and compare characteristics of segmentations. Research Question 2: Compare perceptions about DMB after AD that induces categorization of DMB in direction for each segment. If one understand and predict a direction in which consumer perceive a new product, firm can select target customers easily. We segment consumers according to their perception and analyze characteristics in order to find some variables that can influence perceptions, like prior experience, usage, or habit. And then, marketing people can use this variables to identify target customers and predict their perceptions. If one knows how customer's perception is changed via AD message, communication strategy could be constructed properly. Specially, information from segmented customers helps to develop efficient AD strategy for segment who has prior perception. Research framework consists of two measurements and one treatment, O1 X O2. First observation is for collecting information about consumer's perception and their characteristics. Based on first observation, the paper segment consumers into two groups, one group perceives DMB similar to Cellular phone and the other group perceives DMB similar to TV. And compare characteristics of two segments in order to find reason why they perceive DMB differently. Next, we expose two kinds of AD to subjects. One AD describes DMB as Cellular phone and the other Ad describes DMB as personal TV. When two ADs are exposed to subjects, consumers don't know their prior perception of DMB, in other words, which subject belongs 'similar-to-Cellular phone' segment or 'similar-to-TV' segment? However, we analyze the AD's effect differently for each segment. In research design, final observation is for investigating AD effect. Perception before AD is compared with perception after AD. Comparisons are made for each segment and for each AD. For the segment who perceives DMB similar to TV, AD that describes DMB as cellular phone could change the prior perception. And AD that describes DMB as personal TV, could enforce the prior perception. For data collection, subjects are selected from undergraduate students because they have basic knowledge about most digital equipments and have open attitude about a new product and media. Total number of subjects is 240. In order to measure perception about DMB, we use indirect measurement, comparison with other similar digital products. To select similar digital products, we pre-survey students and then finally select PDA, Car-TV, Cellular Phone, MP3 player, TV, and PSP. Quasi experiment is done at several classes under instructor's allowance. After brief introduction, prior knowledge, awareness, and usage about DMB as well as other digital instruments is asked and their similarities and perceived characteristics are measured. And then, two kinds of manipulated color-printed AD are distributed and similarities and perceived characteristics for DMB are re-measured. Finally purchase intension, AD attitude, manipulation check, and demographic variables are asked. Subjects are given small gift for participation. Stimuli are color-printed advertising. Their actual size is A4 and made after several pre-test from AD professionals and students. As results, consumers are segmented into two subgroups based on their perceptions of DMB. Similarity measure between DMB and cellular phone and similarity measure between DMB and TV are used to classify consumers. If subject whose first measure is less than the second measure, she is classified into segment A and segment A is characterized as they perceive DMB like TV. Otherwise, they are classified as segment B, who perceives DMB like cellular phone. Discriminant analysis on these groups with their characteristics of usage and attitude shows that Segment A knows much about DMB and uses a lot of digital instrument. Segment B, who thinks DMB as cellular phone doesn't know well about DMB and not familiar with other digital instruments. So, consumers with higher knowledge perceive DMB similar to TV because launching DMB advertising lead consumer think DMB as TV. Consumers with less interest on digital products don't know well about DMB AD and then think DMB as cellular phone. In order to investigate perceptions of DMB as well as other digital instruments, we apply Proxscal analysis, Multidimensional Scaling technique at SPSS statistical package. At first step, subjects are presented 21 pairs of 7 digital instruments and evaluate similarity judgments on 7 point scale. And for each segment, their similarity judgments are averaged and similarity matrix is made. Secondly, Proxscal analysis of segment A and B are done. At third stage, get similarity judgment between DMB and other digital instruments after AD exposure. Lastly, similarity judgments of group A-1, A-2, B-1, and B-2 are named as 'after DMB' and put them into matrix made at the first stage. Then apply Proxscal analysis on these matrixes and check the positional difference of DMB and after DMB. The results show that map of segment A, who perceives DMB similar as TV, shows that DMB position closer to TV than to Cellular phone as expected. Map of segment B, who perceive DMB similar as cellular phone shows that DMB position closer to Cellular phone than to TV as expected. Stress value and R-square is acceptable. And, change results after stimuli, manipulated Advertising show that AD makes DMB perception bent toward Cellular phone when Cellular phone-like AD is exposed, and that DMB positioning move towards Car-TV which is more personalized one when TV-like AD is exposed. It is true for both segment, A and B, consistently. Furthermore, the paper apply correspondence analysis to the same data and find almost the same results. The paper answers two main research questions. The first one is that perception about a new product is made mainly from prior experience. And the second one is that AD is effective in changing and enforcing perception. In addition to above, we extend perception change to purchase intention. Purchase intention is high when AD enforces original perception. AD that shows DMB like TV makes worst intention. This paper has limitations and issues to be pursed in near future. Methodologically, current methodology can't provide statistical test on the perceptual change, since classical MDS models, like Proxscal and correspondence analysis are not probability models. So, a new probability MDS model for testing hypothesis about configuration needs to be developed. Next, advertising message needs to be developed more rigorously from theoretical and managerial perspective. Also experimental procedure could be improved for more realistic data collection. For example, web-based experiment and real product stimuli and multimedia presentation could be employed. Or, one can display products together in simulated shop. In addition, demand and social desirability threats of internal validity could influence on the results. In order to handle the threats, results of the model-intended advertising and other "pseudo" advertising could be compared. Furthermore, one can try various level of innovativeness in order to check whether it make any different results (cf. Moon 2006). In addition, if one can create hypothetical product that is really innovative and new for research, it helps to make a vacant impression status and then to study how to form impression in more rigorous way.

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