• Journal of Distribution Science
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• v.11 no.4
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• pp.37-49
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• 2013

Purpose - This research identifies the meaning of the core capability level of Car Master and the reason why its service at the Moment of Truth should be demonstrated through empirical cases. It can be seen that this study differs from existing research because it proposes that the recognized core capability level to achieve customer satisfaction should focus on the mediating effect of Moment of Truth quality. This paper examines the effect of Car Master's recognized core capability level on customer satisfaction by using the variables mentioned above. Moreover, this study uses regression analysis to verify that the mediating effect of Moment of Truth quality on Car Master's capability level achieves customer satisfaction. Research design, data, and methodology - First, we present evidence that could apply to Car Master's recognized core capability level by detailing the relationship between customer satisfaction and a structuring factor for Car Master's core capability level. Our proposed research model observes the relationship between the structuring factor of core capability and customer satisfaction. Second, we had an opportunity to define how the core capability and Moment of Truth quality affect customer satisfaction by performing empirical analysis on the partial mediating effect of Moment of Truth quality at a recognized core capability level and Moment of Truth quality affecting customer satisfaction. Results - First, the results indicate that Car Master's recognized core capability level (product professionalism, marketing skill, and reliability) positively affects customer satisfaction. Second, the results show that an ability to listen and a sense of dedication positively affect customer satisfaction, and are among the Moment of Truth quality factors; but performance capability, which is one of the Moment of Truth quality factors, does not positively affect customer satisfaction. These results clearly differ from prior studies focused on Moment of Truth quality and consumer satisfaction. Third, the results show that Moment of Truth quality has a partial mediating effect in terms of the impact of Car Master's recognized core capability level in achieving consumer satisfaction. Conclusions - This research indicates that the company will be able to expand if they investigate and show an interest in more training and education for Car Master. The study verified that outstanding Car Masters show differentiated performance on customer satisfaction at the Moment of Truth in various instances. Thus, we believe that this is the time for a discussion on systematic and empirically recognized core capability levels and the Moment of Truth quality. The study on Car Master's recognized core capability level offers suitable solutions for Car Masters to respond to customers at the Moment of Truth. Further, this study emphasizes the importance of service as a critical factor having a direct relationship with the company's success and failure and contributing to building trust with the customer. Thus, an investment in continuous education and training for Car Master will help the growth of the business.

• Journal of Distribution Science
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• v.16 no.6
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• pp.37-53
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• 2018

Purpose - There have been not enough studies on the ways customer Moment of Truth(MOT) activities are structured along with consumption chain and their influences as well as the relative influences of service quality at Moment of Truth on customer performance. Therefore, customer service needs needed at Moment of Truth may differ depending on whether these distribution services are at introduction-growth stages or maturity-decline stage already, but there is no study which illustrates this. Research design, data, and methodology - This study selects VoIP and IPTV as the household telecommunication and distribution services at introduction-growth stages as well as high speed internet and wire telephone as those at maturity-decline stages. Then it identifies which experiences that customers have at Moment of Truth by each service as well as the influences related to what the customers consider as important. Results - As the result of demonstration with the target of 858 respondents, customers' experiences and requests differ at Moment of Truth. For service quality, what takes the positive roles in customer performance includes corporeality and certainty for the services at introduction-growth stages as well as reliability, sympathy, and mutuality for those at maturity-decline stages. Conclusions - Implications of these results as well as further directions for study are suggested.

• Korea Journal of Hospital Management
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• v.5 no.1
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• pp.62-83
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• 2000

Client satisfaction(CS) has played an important role in the assessment of health service quality. Thus client satisfaction management(CSM) has been highlighted as one of strategic management. Specifically, the client satisfaction approach by moment of truth(MOT) makes significant contributions to the settlement of bottlenecks on client satisfaction. This research deals with the two issues of client satisfaction in large, small and medium sized hospitals. With regard to CS, one issue is to examine the difference of patient satisfaction through MOT between them and the other derives a strategy for improving client satisfaction from the viewpoint of small and medium sized hospitals. We use the survey data for 4 large and 14 small and medium sized hospitals in 1998. Major findings of this research can be summarized as follows: first, in case of outpatients, small and medium sized hospitals have a comparative advantage on contact-points of preparation and accounts over large ones. Second, while inpatients in small and medium sized hospitals are very satisfied with the contact-point of accounts, they are dissatisfied with the contact-points of facilities and hospital rooms. Under the given budget and time constraints, the settlement of these bottlenecks could be effective strategies for improving their patients' satisfaction.

• Journal of the Korean Institute of Telematics and Electronics A
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• v.30A no.11
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• pp.48-57
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• 1993

The ANSI recently adopted normalized site attenuation(NSA) as a validation procedure of open area test sites. In this paper, the theoretical NSA values specified in the truth vlues of NSA were calculated for an ideal test site when tuned dipoles are used. A method of moments technique is employed to evaluate these NSA values. The calculated NSA values are more accurate than that of the ANSI.

• Proceedings of the Korea Contents Association Conference
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• 2017.05a
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• pp.247-248
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• 2017

병원들의 대형화와 전문 진료를 내세워 병원 브랜드 강화에 힘쓰는 병원들이 늘어나면서 병원에서의 마케팅이 필요하게 됐다. 본 연구는 중소병원(300병상이하 종합병원과 병원을 말함.)의 고객접점을 파악하여 효율적이고 효과적인 브랜드 개발이 가능한 중소병원 브랜드디자인 표현 포지셔닝 전략(기업이나 제품에 대하여 위상을 정립하고, 소비자들에게 자사 제품의 정확한 위치를 인식시키는 것이다.)을 제공하고자 한다.

• Proceedings of the Korea Hospitality Industry Research Society Conference
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• 2005.11a
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• pp.1-20
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• 2005

Family Restaurant is a service business of a kind. The role of service operator is to improve a sales of service goods through maximizing the service value with customer satisfaction at the moment of MOT(moment of truth). Family Restaurant come to the great growth on the face of it. In future, it will place emphasis more and more on not hardware but software including service quality. The purpose of this study, therefore, is to research the effect on service quality of the job satisfaction of Family Restaurant's service staff. Data was collected from the employee who are working at Family Restaurant located in Taegu. The empirical research has been done over 50days from 1April, 2004 to 20May, 2004. In conclusion of empirical analysis, 4 hypotheses were significant among 7 hypotheses suggested in this study. The research showed as follows : First, the organic trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed positive influence on job satisfaction. Second, the personal trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed positive influence on service quality. Third, the official trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed negative influence on job satisfaction. Fourth, the organic trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed positive influence on service quality. Fifth, the personal trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed negative influence on service quality. Sixth, the organic trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed negative influence on service quality. Seventh, the job satisfaction of Family Restaurant service staff showed positive influence on service quality. Besides, the critical points of this study are as follows; First, we designated the subject of research to the employee of Family Restaurant only. Second, multi-situations(time, holiday) which can happen as service was offered, wasn't concerned. Third, as service quality was estimated by general service quality. the research in future should subdivide service quality more. I. finally, applied the pervious researches on job satisfaction and service quality in the employee of Family Restaurant. To extend more this research model in future, the variables like customer satisfaction should be added.

• Journal of architectural history
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• v.7 no.1 s.14
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• pp.67-80
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• 1998

As a result of this study, an attempt to emphasize the effect of perspective through the factors of spatial constitution is considered that, in Mwaeom thought, the establishment of the basic situation for cherishing the religious experience as Seonjae Dongja's course of ascetic practice, was needed. Therefore, placing of gates, terrace make-up and the changing spaces and constitution that the space under a castle moves from narrow darkness to wide brightness, express the steps of the course of ascetism. Through this, it gives observers dramatic changes and expectation to their sensual feeling. The emphasis on the perceptibility of Muryang Sujeon, Anyang Loo and the terrace by using a perspertive technique can be interpreted as an intention to express the very delightedness at the last moment the truth is perceived.

• Cross-Cultural Studies
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• v.29
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• pp.25-53
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• 2012

The attitude of observer in the painting of history is to exclude a prejudice and a subjective view of an artist and to introduce a photograph, which is a record of objectivity, in the process of painting. Its ultimate intent is to redescribe the fact of an event's image intactly without any prejudice and to represent the event as a proven evidence that it was. The representation of history based on fact had already been conceived in imagination of renowned artists such as Francisco Goya or $Th{\acute{e}}odore$ $G{\acute{e}}ricault$ even before cameras were invented. What they portrayed was their own truth of reality which is gained through their observation, not a history that have corresponded to political ideologies, for all reliance on a limited tool of representation, painting. Furthermore, history was necessary for 19th century impressionism artists to be represented under proven fact in a neutral perspective excluding all subjective prejudice, not based on the representation with imagination. Edouard Manet in particular reconstited an instant moment on the basis of real proof of photograph without personal prejudice or opinion as if today's photojournalism. The catastrophic series by Andy Warhol and the photographic painting by Gerhard Richter show another role of painting in the realm of art, each of them implying information distortion and abuse by current media and intentional deformation toward history as Manet's painting of history. Today, the representation of an historical event that we experience in the era of the Internet and social networks having a great deal of information already came to be the exclusive property of the cutting edge mass media. Nevertheless, the attitude of observer which is realistic and contemplative in the realm of art is the crucial point in terms of artists' act as ever.

• The Journal of the Korea Contents Association
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• v.16 no.2
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• pp.106-116
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• 2016

What made stand out among these police procedurals was its focus on the importance of history to understand both the past and contemporary society and culture. Many of the cases involve aspects of history that are not part of mainstream narratives and constitute the unfinished business of America. The flashback sequences throughout the show visually and affectively transport the viewer back to an earlier historical moment. What all the victims have in common is that they refused to be silent or passive in the face of circumstances they believed were wrong, or they refused to conform to dehumanising and destructive social and cultural expectation. Those promoting these lies have the power to establish their version as the power to establish their version as the "truth" of what happened in context, but viewers are positioned to see the truth as the victims experienced it and to identify with them and against the power abusers. The Cold Case detectives pursue the ghosts of American history, restoring to our view stories of lives and experiences rendered invisible and unspeakable by dominant forms of knowledge and power. The series invites viewrs to empathize with the victim and to develop an ethical commitment to social justice in the future.

• The Journal of the Convergence on Culture Technology
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• v.10 no.3
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• pp.891-899
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• 2024

The Fourth Industrial Revolution is centered on a personalized demand fulfillment economy and is all about transformation and flexible processing that can deliver what customers want in real time across space and time. This paper implements the construction and operation of a packaging platform that can instantly procure the required packaging products based on real-time orders and evaluates its performance. The components of customer satisfaction are flexible and dependent on the situation which requires efficient management of enterprise operational processes based on an e-SCM platform. An OMS optimized for these conditions plays an important role in maximizing and differentiating the efficiency of a company's operations and improving its cost advantage. OMS is a system of mass customization that provides efficient MOT(Moment of Truth) logistics services to meet the eco-friendly issues of many individual customers and achieve optimized logistics operation goals to enhance repurchase intentions and sustainable business. OMS precisely analyzes the collected data to support information and decision-making related to efficiency, productivity, cost and provide accurate reports. It uses data visualization tools to express data visually and suggests directions for improvement of the operational process through statistics and prediction analysis.