• The Journal of Society for e-Business Studies
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• v.26 no.4
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• pp.15-36
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• 2021

The airline industry faces with significant competition due to the rise of technology innovation and diversified customer needs. Therefore, continuous quality management is essential to gain competitive advantages. For this reason, there have been various studies to measure and manage service quality using customer reviews. However, previous studies have focused on measuring customer satisfaction only, neglecting systematic management between customer expectations and perception based on customer reviews. In response, this study suggests a framework to identify relevant criteria for service quality management, measure the importance, and assess the customer perception based on customer reviews. Machine learning techniques, topic models, and sentiment analysis are used for this study. This study can be used as an important strategic tool for evaluating service quality by identifying important factors for airline customer satisfaction while presenting a framework for identifying each airline's current service level.

• Archives of design research
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• v.15 no.2
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• pp.233-242
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• 2002

Mass customization is a paradoxical word which has some difficulties in introducing to consumer electronic industry due to its mass production system for economy of scale. On the basis of literature review and case studies, this study suggests the mass customization model and design strategy suitable for consumer electronic industry in the aspect of product design. Mass customization models are divided into manufacturer side customization, deliverer side customization, and customer side customization. And the fast is considered as appropriative to consumer electronic industry. Collecting customer 's needs, modular product design, and adopting basic product platform for derivation by 3rd party manufacturer can be used as design strategy for this model. For realization of the mass customization, further research in the area of the participative design for collecting practical design needs of customer wh o are inexpert to product design is needed.

• Asia Marketing Journal
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• v.7 no.2
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• pp.71-92
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• 2005

Given the rapid changes in consumer tastes, technology, and competition, companies must develop a steady stream of new products and services. To be a successful product or service and explore the available market, the target market consumers need to be fully acknowledged a new product or service's value or benefit. And at the same time, the presented benefit should satisfy the customer's needs and wants. Therefore, a firm must investigate the target consumers' needs and wants before launching the new product or service. In this paper, we suggest the marketing strategy for newly developed WiBro service in telecommunication industry. We focus on consumer-oriented marketing strategy as well as the technology development process. To explore the customer's value scheme, we employ a self-explicated approach for estimating the customer's part-worth of the different target market in the process of market development stage. And we present the marketing strategy for each market development stages as well.

• Korean Institute of Interior Design Journal
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• v.17 no.6
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• pp.63-70
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• 2008

The service sector is growing and service is complicated with various customer needs in the competitive markets. Bill Hollins urges that services must be designed. I believe that service experiences must be designed with servicescape as an environment surrounding services. Servicescape is the physical and social environments of service. Service experiences do not depend only on the aesthetic impression of physical servicescape. One of the main characteristics of services is that the most value of services are accomplished from interaction between customer and service encounters. The design of physical servicescape affects the interaction between customer and service encounters and the behavior of both customer and service suppliers' including social factors such as display emotions and the interpersonal distance between customers. Servicescape design should control tangible and intangible area of service events. In addition servicescape design creates customer's good experiences in the servicescape. This research proposes the possibilities and proper design process of servicescape design. Servicescape Design should control the activities including interrelations of participants, efficient service delivery process, and the united images of services for creating the satisfied service experience values.

• The Journal of the Korea Contents Association
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• v.9 no.2
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• pp.410-422
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• 2009

The objectives of the study were to investigate the influence of exhibition service attributes on customers' satisfaction and behavior intention. A method of this study was a survey research. The samples selected were 430 exhibition visitors to KINTEX for 2007 Seoul Motor Show. According to the results of this study, first of all, there is a significant relationship between information service and customer's satisfaction. Second, there is a significant relationship between convenience service and customer's satisfaction. Third, there is a significant relationship between promotion service and visitor's satisfaction to exhibition. Forth, there is a significant relationship between Customer's satisfaction and revisit intention. Fifth, there is a significant relationship between visitor's satisfaction to exhibition and recommendation intention. The result of this study will be helpful for the exhibition industries, giving needs to establish the marketing strategies.

• Korean System Dynamics Review
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• v.5 no.1
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• pp.49-71
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• 2004

Demand-side Management can be defined as'any utility activity aimed at modifying customers' use of energy to produce desired changes in the utility's load shape'. Customers benefit by being able to control energy costs and improve quality of life and become more productive. Utilities benefit from DSM's value as a resource that enhances asset utilization and reduces both fuel costs and environmental emissions. The scope of DSM includes load management through rate schedules and conservation by improving energy effciency and using electricity consumption effectively. This paper study the DSM resource evaluation and customer behavior analysis todesign the DSM Program plan in response to customer needs. We develop basic system dynamics model to analysis the customer behavior based on a survey research. The DSM Program participants in the Hi- efficiency Inverter, Electric motor and efficient lighting applicancies operating by Conservation program 2002 become the survey objects. DSM resource evaluation evaluate firstt the distribution potentialities of each machine and then forecast the degree of diffusion. We apply the system dynamic approach to simulate the dynamic DSM market situation at the domestic beginning. This model will give the energy Planner the opportunity to create different scenarios for DSM program planning. Also it will lead to increased understanding of the dynamic DSM market

• Journal of the Korean Society of Food Culture
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• v.31 no.1
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• pp.64-72
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• 2016

This study investigated the correlation between consumer's buying habits and food styling visual elements. Differentiated and original techniques were used to determine whether or not visual elements in tteok menus reflect the aesthetic needs of consumers without altering the nutrition of tteok. The targeted tteok cafes were in Jeonju Hanok Village, which is a tourist attraction in Korea. First, sub-factors of food styling visual elements applied to tteok $caf{\acute{e}}$ menus such as shape, size/volume, color, and texture all had significantly positive effects on customer satisfaction, proving that food styling visual effects applied to tteok $caf{\acute{e}}$ menus have significant effects on customer satisfaction. Second, sub-factors of food styling visual elements applied to tteok $caf{\acute{e}}$ menus all had significantly positive effects on buying habits. Third, customer satisfaction of menus had a significant effect on buying habits, as proven by previous studies. Fourth, the effects of customer satisfaction on the relationship between food styling visual factors applied to tteok $caf{\acute{e}}$ menus and buying habits were investigated.

• Journal of Korean Society for Quality Management
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• v.26 no.2
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• pp.93-105
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• 1998

Many large scale discount stores try to enter the market in newly developed city areas. In order to sucessfully increase the market share, it is essential for them to understand customers' needs. In doing so, various forms of survey methods are often used and survey forms can influence respondents' decision. The main objective of this paper is to check consistency of different survey methods in terms of deriving the expected market share. In this paper, we a, pp.y two survey forms for both AHP and conjoint analyses using a randomized complete block design. Using AHP, we compare Kim's club, Carf, E-mart and Macro in terms of the following four customer attributes: parking facility, size of store, business hours, and special pricing policy. In conjoint analysis, we estimate the part-worth of each level of the customer's attribute so that one can design the best store which would optimizethe customer's attribute so that one can design the best store which would optimize the customer's utility. Empirical comparison results indicate very low consistency between the two methods. It implies the importance of verification methods of survey. We also analyze the impact of special pricing policy using a meta analysis. It turns out that older customers are a, pp.rently more sensitive to pricing policy.

• Proceedings of the Safety Management and Science Conference
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• 2011.11a
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• pp.727-745
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• 2011

Courier and logistics services such as customer contact employees (customer-contact employee) of the attitudes and behavior of the customer satisfaction level of service quality evaluation and a very big impact. In this study, using a typical customer contact employees, and to target the delivery service industry employees the organization's service orientation and customer orientation by examining the impact on the quality of companies within the organization for growth and development needs and the importance of service orientation will be trying out for. The results of this study can be summarized as follows. First, the chief executive of the organization to configure a service orientation and a detailed understanding of the factors that determine this by managing the organization to effectively come up with a way to make and ultimately the organization's service orientation, organizational culture can be positioned as effort should be taken. Second, service companies through regular training and education to maintain a certain level of service quality should be. Third, the service organization's service orientation is not a fad or a means of sustain and develop the company's survival strategy is to get out. To do this, good communication between the field and management can be achieved by a variety of channels to be established, and management's willingness to provoke sympathy for the employees should be provided.

• Journal of Korean Institute of Industrial Engineers
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• v.28 no.3
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• pp.274-282
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• 2002

This paper discusses a multi-dimensional analysis for Customer Relationship Management (CRM). For this, We propose a decision-making methodology which employs three analysis models. The first model is a three-dimension positioning map to derive a strategy which achieves the Process Value Line (PVL). The second model is the web-shape analysis model to visibly understand the individual based on the customer CSI (Customer Satisfactory Index) data. The third model which supports the web-shape analysis model, is the relative satisfactory analysis model. It considers a satisfaction level after purchasing against before purchasing. Then we perform overall analysis based on the three analysis models to provide marketing strategies to decision makers.