• The Journal of Information Systems
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• v.32 no.1
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• pp.201-221
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• 2023

Purpose Customers consider the overall experience with the company as important as the quality of the product, and companies are also paying attention to creating long-term relationships with customers through optimal customer experiences. In this study, we propose a customer experience management process called 'CX-Q', which combines customer journey map and Q-methodology to understand the importance of customer experience based on the overall customer experience. Design/methodology/approach. CX-Q is a process that combines Q-methodology and customer journey maps, allowing stakeholders to explore and improve customer experiences at each contact point while engaging with brands, products, and services. It also enables them to derive customer experience insights and important management points for each segment. To demonstrate the usefulness of the proposed CX-Q, this study analyzed the experience of customers who used the Airbnb travel platform service as an example, applying the CX-Q process. Findings A total of four customer segments were derived, and it was found that each segment valued different attributes during the customer journey stage. The customer experience analysis using the CX-Q process proposed in this study is expected to help understand customers in more detail and assist in managing and improving customer experience.

• Asia-Pacific Journal of Business
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• v.12 no.4
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• pp.271-288
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• 2021

Purpose - The purpose of this study is to identify the critical factors that restaurant management should consider strategically when making a decision after COVID-19 under the digital transformation and non-contact service expansions environment. Design/methodology/approach - The thirty six experts and managers who have 5 years or more experience in restaurant industry in Korea participate this study. The Analytic Hierarchy Process (AHP) and SER-M were used to analyze the experts' opinion Findings - As a result of the analysis, 'management environment' (0.313) showed the highest relative importance priority, followed by 'brand (0.263)', 'management characteristics (0.254)', and 'physical factors (0.17)'. And, as for the sub-factor value, 'lifestyle (0.087)', 'awareness (0.084)', 'consumer desire (0.075)', and 'loyalty (0.068)' were ranked highest among the 19 influencing critical factors. Research implications or Originality - In the case of large restaurant enterprises, it is judged that the subject(CEO, Management) is actively pursuing a strategy to acquire the necessary resources for the given environment of digital transformation and customer demand for non-contact services. On the other hand, in the case of middle and small restaurant enterprises, it seems that they are fully aware of the demand for expansion of non-contact services and the digital transformation required in the post COVID-19 era, but information technology utilization ability, usage experience, technology acceptance ability, and education and training support for this are only available to large enterprises.

• The Journal of the Korea Contents Association
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• v.21 no.8
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• pp.20-31
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• 2021

The spread of non-face-to-face culture due to COVID-19 led to innovation in untact services and the increase of non-face-to-face communication through video conference platforms. However, it is difficult to identify nonverbal expressions in synchronous online communication. Moreover, it is hard to interact with people by making eye contact. Despite the positive effects of eye contact, including such as sharing emotions and helping build intimacy, no research has empirically verified the effectiveness of eye contact in synchronous online communication. Thus, the study verified the effectiveness of eye contact in synchronous online communication. Depending on the context of the communication and whether(or not) there is eye contact, six video treatments were used to measure four dependent variables-Continuance Intention to Use, Performance Expectancy, Interactivity, and Personal Connection. The study shows that the communication with eye contact in all contexts was rated higher than the one without eye contact in all measurement variables. This study will help to provide a better user experience in synchronous online communication by verifying the effectiveness of eye contact in synchronous online communication and proposing the need of technology and the direction of the technological development.

• Fashion & Textile Research Journal
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• v.15 no.1
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• pp.95-102
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• 2013

In order to understand meaningful customer experience in social media, this study profiles customer engagement by exposing the essential brand experience rooms in hyper-reality contexts. This study selects Snuggie as a target brand as it uses multiple contact points, including social media, to provide meaningful experience to customers. With their unique marketing strategy, Snuggie became a popular brand among the U. S. customers beyond just a wearable blanket. Upon analyzing a total of 364 customer reviews about Snuggie in Amazon.com, five experience rooms were exposed; "Physical artifacts" and "customer involvement" are influential experience rooms which signify interactions between products and customers, while "intangible artifacts", "technology" and "customer placement" reflect a lower degree of experiential engagement. This approach suggests a theoretical foundation in understanding the customer engagement concepts by the means of brand experience dimensions in social media. The ability to create compelling engagement in social media depends on the successful facilitation of relationships and information, which lead to a creative, communicative and interactive experience.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.32 no.2
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• pp.66-75
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• 2009

As the population of the silver generation is increasing, the importance and effects of the market for the silver generation are also growing. We segments the categories of the silver generation into six sub-segments using based on the factors like life style, life stage, or performing role from the point of view in communication industry. After segmenting those categories, we observed the experience of each segmented group in detail. Likewise, we executed both FGD(Focused Group Discussion) and participants' observations together to effectively collect the expressed and/or potential needs. Customer's experience was collected along the touch points and customer corridors after dividing the customer's experience world into two groups; communication styles in usual life (life log) and direct contact channels. The effects of delivering an affirmative customer's experience would be empowered by eliminating negative experiences or complementing affirmative experiences. For this purpose, this paper presents the improvement points for the better customer's experience based on the observed customer's experience. This paper presented a sample way of customer-centric approach to design the services or products in the communication industry. In addition to that, the analyzed results of this paper will be useful to find out an effective approach to the market of silver generation.

• The Journal of Industrial Distribution & Business
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• v.12 no.3
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• pp.7-19
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• 2021

Purpose: This study aims to examine customer experience toward repurchase intention in offline and online stores and discuss customer satisfaction as a mediator variable. Research design, data, and methodology: This study investigates customer experience that consists of product, customer service, staff service, shopping environment and shopping procedure toward customer satisfaction using Regression Linear. This study also measures customer satisfaction as a mediated variable in the relationship between customer experience and repurchase intention using Sobel Test. Results: Almost all of the customer experience hypothesis is significant toward customer satisfaction, shopping process experience in the context of the online channel to customer satisfaction is not significant. We also found that customer satisfaction can be mediated variable in customer experience toward repurchase intention. Conclusions: Retails who want to make customers feel satisfied to have to make sure that have good resources in improving the product, the customer service is easy to contact to find the solution over customer problem in purchasing product, also develop the staff member skill in functional product knowledge, presentations, and communicating with customers online or offline, the retailer has to create enjoyment and pleasurable customer emotion through the shopping environment and also give seamless shopping experience to their customer in two-channel.

• Korean Journal of Human Ecology
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• v.16 no.3
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• pp.479-490
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• 2007

This study examines undergraduate students' intimacy toward the grandmother and their attitudes toward the elderly and aging. The study also identifies the variances that influence undergraduate students' intimacy toward the grandmother. The subjects were 397 undergraduates. Statistical analysis was conducted to examine frequency, percentage, mean, standard deviation, Cronbach's ${\alpha}$, t-test, Duncan test, ANOVA, and stepwise multiple regression. The results of this study were as follows; 1) The undergraduates' attitudes were mid-range, but their intimacy level toward their grandmother was high. 2) The undergraduates' intimacy level toward the grandmother differed significantly according to gender, experience of cohabitation, the presence of her, and religion, and it showed a significant correlation with attitudes toward the elderly and aging traits, period of cohabitation, and frequent contact with the grandmother. The undergraduates' intimacy level toward grandmother-in-low, however, was significantly different according to the religion. There was also had a significant correlation with the undergraduate students' attitudes toward the elderly and aging traits. 3) The variables that affect the undergraduates' intimacy level toward the grandmother were attitude, frequency of contact with the grandmother, gender, period of cohabitation, experience of cohabitation, and the presence of the grandmother, which explained about 35% of total variance. Attitudes toward the elderly and aging traits were very important variables for undergraduates' intimacy with their grandmother. The undergraduates' intimacy toward grandmother-in-low was affected by the variables of attitude, religion, experience of volunteer, frequency of contact with the grandmother, gender, and the presence of grandmother, which explained about 24% of the total variance. Attitude toward the elderly and aging traits were the most important variables for undergraduates' intimacy with their grandmother-in-low.

• Asia pacific journal of information systems
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• v.15 no.4
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• pp.61-87
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• 2005

This paper has two primary objectives: (1) to propose a comprehensive theoretical model that incorporates valuable insights from two complementary streams of research, and (2) to empirically test the model that explain the task-media fit and satisfaction of customer contact center users. The comprehensive model was tested using LISREL analysis on the sample of 232 users who have experience with the customer contact center. The model was supported in customer contact center context, accounting for 29% of the variance in the task-media fit, 53% of the variance in the perceived ease of use, 61% of the variance in the perceived usefulness, and 52% of the variance in the user satisfaction. The results showed that the task-media fit, the perceived ease of use, and the perceived usefulness play a significant role in influencing the user satisfaction of the customer contact center. In addition, task analyzability, media richness, media interactivity, and self-efficacy were found to influence the task-media fit. The paper concludes with discussions and implications for researchers and practitioners.

• Journal of the Korean Home Economics Association
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• v.44 no.8
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• pp.23-32
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• 2006

Understanding the experience of parents without custody after divorce is important in terms of facilitating their adjustment and positive relationships with their children. Ninety-two noncustodial parents divorced within the previous 5 years completed a structured questionnaire. We examined differences between noncustodial fathers and mothers in terms of the frequency of the contact and the relationship satisfaction with children. In addition, using the regression model, we analyzed the effects of several characteristics of noncustodial parents, including gender, on the frequency of contact as well as the relationship satisfaction with children. The main results of the study are as follows. First, noncustodial fathers and mothers exhibited similar low levels of contact by phone and in-person visits. Second, noncustodial parents with a child older than 8 years old visited the child more frequently, and were more satisfied than noncustodial parents with younger children. Third, the level of desire to gain the child custody had a significant effect on the frequency of contact and the satisfaction of the relationship between the noncustodial parents and their children. Fourth, noncustodial parents with more positive feeling about their former spouse contacted more frequently with the children. Fifth, compared with noncustodial fathers, noncustodial mothers demonstrated a higher relationship satisfaction with their children.

• 한국사회정책
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• v.23 no.2
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• pp.83-112
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• 2016

Increase of immigrants in Korean society means that ethnic and cultural diversity witnessed in Western immigration countries is also appearing in overall Korean society. The purpose of this study is to suggest policy directions which fit multicultural society in the future by comparing and analyzing the difference in the recognition of multiculturalism between Koreans and immigrants. As the result of empirical analysis, it turned out that there is difference in recognition between Koreans and immigrants, for which different policy directions are required. First, it was contact experience that decided Koreans' multicultural attitudes. High level of influence of contact experience means that although Koreans take multicultural society as granted, they actually have low level of contact experience with immigrants, which requires policy tools to convert actual strengthened contact experience into positive directions. Second, in the case of immigrants, the less they recognize discrimination and the more bias is fortified, the more they accept multiculturalism as a threat. This exhibits their dual sense of identity in which they recognize themselves as foreigners toward Koreans but they distinguish themselves from other foreigners. Thus, assimilation to Korean society is not deemed to be the only alternative and Korean society needs to practice genuine multiculturalism to strengthen immigrants' ethnic identity. Study also conducted in-depth discussions on the implications of above results.