• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.5 no.4
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• pp.95-111
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• 2010

The development of competitive new product is essential in competitiveness power of modern enterprises. The enterprises need to develop new products for its continuous growth. In this paper, a new product development process which reflect voice of customer in design of the product is suggested. Delighters in Kano's quality model are applied in primary design step. In the main design step, we analyze that whether Kano's primary satisfiers satisfy the customer needs which was found using Timko's customer satisfaction coefficient. It is shown that Kano's delighters and Timko's customer satisfaction coefficient are very effective in new product development.

• Journal of Distribution Science
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• v.18 no.2
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• pp.17-28
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• 2020

Purpose: Human life is increasingly improved, so human needs are also growing more and more. One of the increasingly demanding industries is the fashion market. Fashion is an industry that produces essential items for human life, so manufacturers always need to know how to improve the relationship with customers, and make them repurchase. The study aims to discover the relationship between the factors that create a relationship with customers and the repurchase intention of designed fashion products. Research design, data, and methodology: The mix research method is applied to achieve research objectives. The qualitative research via the in-depth interview with 11 experts, and the quantitative research via the survey with 467 respondents was done in Ho Chi Minh city, the most developed city in Vietnam. Results: The research results point out that the fashion designer reputation, social media marketing, and the fashion store atmosphere have the positive impact on the relationship between the customer and fashion store, as well as the intention to repurchase of designed fashion products. In particular, customer relationship also affects the repurchase intention of designed fashion products positively. Conclusions: The study also proposed some managerial implications to develop a relationship with the customer and repurchase behavior of the customer in the fashion industry.

• Journal of Korean Society for Quality Management
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• v.30 no.1
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• pp.1-21
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• 2002

The purpose of this study was to empirically examine the customer oriented quality creation by considering quality elements required by customers in the product design process. The study tried to extract attractive quality elements by using Kano's model. After identifying the elements HOQ(the house of quality) of QFD(quality function deployment) was used to identify the trend of quality elements evaluation. Test for equal means (t-test) was applied to verify the attractive quality elements of adult shoes. It made us find the customer oriented quality elements from the customer needs and latent dissatisfaction. We collected the opinions of experts on shoes and complete the cause and effect diagram and affinity diagram (KJ method). The data of the questionnaire was put to the QFD and the contents of quality elements was identified by brain storming method. We calculated indexes which were the multiplication of weight and marks of quality elements in the cross table of the HOQ by QFD. Then we tested for the equality of means between the indexes and the sum of attractive quality elements. The results for equal means were statistically significant. To create the customer quality the product design should be differentiated between the age groups over attractive quality elements.

• East Asian Journal of Business Economics (EAJBE)
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• v.7 no.1
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• pp.1-16
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• 2019

Purpose - For the development of fresh food shopping malls, consumers should continue to experience loyalty and favorability for the company's products or brands, and this should lead directly to purchase so that active word-ofmouth and recommendation should be encouraged. Therefore, the purpose of this study is to investigate the effect of e-service quality and e-ERM on e-loyalty with customer satisfaction and commitment as mediators. Research design, data, and methodology - This study was conducted by sample survey method on 320 online customers who have experience in using major online fresh food shopping malls for more than one year. Data analysis methods were frequency analysis, confirmatory factor analysis, reliability analysis, correlation analysis, and structural equation model analysis. Result - Hypothesis 1 through Hypothesis 7 were all supported. The results of this study suggest that e-service quality and e-CRM of online fresh food shopping malls have a significant effect on satisfaction and commitment. Therefore, the conclusion has been derived that the focus of this study, that such satisfaction and commitment have a significant effect on e-customer loyalty. has been supported theoretically and empirically. Conclusion - This study suggests that studies on customer loyalty based on activation commerce factors related to fresh food in online shopping malls will be an index that can reflect on customer's needs corresponding with future trends of not only online shopping malls but also offline shopping malls.

• Culinary science and hospitality research
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• v.13 no.3
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• pp.317-327
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• 2007

The purpose of this study was to explore the relationship between the food safety-oriented policy and the survey on its effect in foodservice industry. The current thesis was based on the questionnaire survey conducted between January and March 2006 for seven food service companies. 240 questionnaires were distributed to each of the selected restaurants, from which a total of 200 questionnaires were collected. The results of this study were analyzed with the frequency analysis, correlative analysis and regression analysis using the SPSS 12.0 package program. The results of the test of hypotheses can be summarized as follows. We find that, as for food safety-oriented policy factors, there is a significant relationship among the survey factors including customer satisfaction, cost reduction, customer prior occupation, accident prevention and suitable relation. The current analysis exhibits favorable results in the food safety-oriented policy and the survey factors. Thus, foodservice management needs to employ food safety-oriented policy aggressively.

• Journal of Fashion Business
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• v.6 no.5
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• pp.112-124
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• 2002

Japanese apparel industries have deployed the activities of plannings, production & sellings by brand marketings. Owing to it, they satisfied customers and accomplished the goal of corporation objective market advantage. All through this process it is very essential to establish the concept of product Through the analysis of the brand development in Japanese total apparel corporation; 1) it accesses synthetically to acquire sales and target benefit by active marketing based on the analysis of market environment; 2) on relation with customer, it comes close to customer in the process of buying and consuming product and provides a customer satisfaction in the process of those. All the way of the process above and the precedent, it is to complete the goal of corporation. The development of the brand in Japanese apparel corporation depends on the corporate's customeroriented marketing. Due to it, Japanese apparel corporation perceives the differentiation that the consuming pattern of customer is its life style so that Japanese apparel corporation provides the product that can satisfy customer needs.

• Journal of Korean Institute of Industrial Engineers
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• v.39 no.4
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• pp.239-246
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• 2013

Global restaurant franchises are becoming more and more popular in China, Japan, and South Korea. Understanding target customers' needs for restaurant franchises is considered one of the most important factors for their business success. In this study, four domains-food-related domain (FRD), interior-related domain (IRD), staff-related domain (SRD), and convenience-related domain (CRD)-and 24 elements were classified. A survey with 450 respondents in the three capital cities (Beijing, Tokyo, and Seoul) was then conducted to examine the effect of the factors influencing customer satisfaction. After statistical analysis, thirteen main elements were found as factors influencing customer satisfaction. The analysis result showed that the food-related domain (FRD) was the most important in Beijing. The interior-related domain (IRD) and the convenience-related domain (CRD) were considered the most important in Tokyo and Seoul. Some cultural differences in customer satisfaction were also found. The results provide a guideline for better customer experience management of a restaurant franchise in the three cities.

• Proceedings of the Korean Society for Quality Management Conference
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• 2006.04a
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• pp.355-358
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• 2006

The emotional quality of the product have become an important factor in purchasing decision. Classical approach of product design has focused on providing proper functions of the product. However, as the life-cycle of products become shorter and the customer's needs get more diversified, it is now necessary to accommodate the customer's emotional requirement in product design. This study aims to analyze and interpret the emotional characteristics based customer preference survey. This study consisted of two part. First part was to search the optimal combination of design variables through DOE of predetermined 5 design variables. In the second part, we developed customer preference index model to measure the customer preferences about 16 different wood flooring product.

• The Journal of Society for e-Business Studies
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• v.23 no.4
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• pp.41-62
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• 2018

Despite the rapid growth of the mobile shopping market, major market participants are continuing to suffer operating losses due to severe competition. To solve this problem, the mobile shopping market requires research to improve customer satisfaction and customer loyalty rather than excessive competition. However, the existing studies have limits to reflect the direct needs of customers because they extract the factors on the basis of the Technology Acceptance Model and the literature study. In this study, to reflect the direct requirements of users of mobile shopping Apps, we derived concretely and various factors influencing customer satisfaction through a topic analysis using user reviews. And then we assessed the importance of derived factors to customer satisfaction and analyzed the effects of customer satisfaction on customer complaints and customer loyalty on a structural equation model based on the American customer satisfaction index. We expect that our framework linking a topic analysis and a structural equation model is to be applicable to studies on the customer satisfaction of other mobile services.

• Korean Management Science Review
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• v.28 no.1
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• pp.11-24
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• 2011

In this paper, we develop a new conceptual framework for finding new business opportunities in the cloud computing environment. We propose a service model framework for cloud computing business. In the service concept of the proposed business model, we categorize customer needs and service offering value, while we analyze customer behavior for developing revenue model. In addition, we analyze cloud computing market drivers for finding an evolution path of the proposed business model. Finally, we develop cloud computing business strategies for Korean IT service industry.