• 유통과학연구
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• 제11권4호
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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.

• 유통과학연구
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• 제16권6호
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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.

• 한국병원경영학회지
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• 제5권1호
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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.

• 전자공학회논문지A
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• 제30A권11호
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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.

• 한국콘텐츠학회:학술대회논문집
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• 한국콘텐츠학회 2017년도 춘계 종합학술대회 논문집
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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.

• 한국관광식음료학회:학술대회논문집
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• 한국관광식음료학회 2005년도 학술논문발표집
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• pp.1-20
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• 2005

패밀리 레스토랑은 서비스 산업이라 해도 과언이 아니다. 서비스 운영자 혹은 서비스 제공자의 역할은 고객과의 접촉순간(MOT : Moment Of Truth)에 고객의 요구 및 욕구를 충족시켜 고객에게 제공하는 가치를 극대화하여 서비스 상품의 판매 향상을 도모하고자 하는 것이다. 향후 패밀리 레스토랑은 하드웨어(hard ware)측면보다 내적으로 어떤 서비스를 질적으로 나타낼 수 있느냐 하는 소프트웨어(soft ware)가 더욱 강조될 추세이다. 따라서 본 연구의 목적은 패밀리레스토랑 종사원들의 직무만족이 서비스품질에 어떠한 영향을 미치는지 연구하고자 하는 것이다. 본 연구의 대상은 대구전역에 위치하고 있는 패밀리 레스토랑에 근무하는 종사원을 연구대상으로 하였다. 조사기간은 2004년 4월 1일부터 5월 20일까지 50일간에 걸쳐 실시하였다. 실증분석 결과, 본 연구에서 제시한 7개의 가설 가운데 4개가 유의한 것으로 검증되었다.

• 건축역사연구
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• 제7권1호
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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.

• 비교문화연구
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• 제29권
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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.

• 한국콘텐츠학회논문지
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• 제16권2호
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• pp.106-116
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• 2016

<콜드 케이스>는 미제 살인 사건을 수사하는 미국 필라델피아 강력반의 이야기를 그리는 미국 TV시리즈이다. 시리즈는 여타의 인기 있는 시리즈들과 달리, 과거와 현재의 시간을 오가며 미국 역사의 소수자, 주류 역사에서 지워진 보통의 범죄 희생자들을 주인공으로 한다. 이유는 시리즈의 목표가 과거의 용기 있는 이들의 헌신으로 이루어진 사회적, 정치적 변화에 대하여 현재의 우리들이 미처 기억하지 못한 부분들을 다시 한 번 돌아보게 해주는 것이기 때문이다. 시리즈는 플래시 백 기법, 영혼의 등장, 시대배경과 주제에 정확하게 부합되는 대중음악의 사용을 통해 시청자들의 감정적 몰입을 유도하고, 간접경험으로만 기억하고 있는 역사적 사건들의 숨은 주인공들을 기억하게 한다. 즉, 기존의 기억만으로는 부족한 부분을 좀 더 세밀하게 보완한 "보철적 기억"의 개념으로 시리즈 존재의 가치를 입증한다. 우월한 지식과 권력의 남용으로 구성한 사회적 구조의 변화는 개인들의 끝없는 노력을 통해서만이 가능했고, 절대 그들을 잊어서는 안된다는 것이 시리즈 전체의 이야기 이다.

• 문화기술의 융합
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• 제10권3호
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• pp.891-899
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• 2024

4차산업혁명 시대는 맞춤형 수요처리 경제가 중심이며 시공을 초월하여 고객이 원하는 것을 실시간으로 제공할 수 있는 변혁과 유연성 처리가 핵심이다. 본 논문은 실시간 주문을 기반으로 필요한 포장용 제품을 즉시 조달할수 있는 패키징 플랫폼 구축과 운영을 구현하고 성과를 평가한다. 고객 만족의 구성 요소들은 상황에 따라 유연하게 조합되기 때문에 e-SCM 플랫폼에 기반하는 기업 운영 프로세스의 효율적 관리가 요구된다. 이러한 조건에 최적화된 OMS는 기업 운영의 효율성을 극대화, 차별화하여 비용 우위적인 경쟁력을 향상하는 데 중요한 역할을 담당한다. OMS는 효율적인 MOT(Moment of Truth) 적 물류 서비스를 제공하는 매스커스토마이제이션(Masscustomization)의 시스템으로 다수의 개별고객에게 친환경 이슈를 충족시키고 최적화된 물류 운영 목표를 달성하여 재구매 의도 및 지속 가능한 비즈니스를 고도화할 수 있다. OMS는 수집한 데이터를 분석하여 효율성, 생산성, 비용과 관련된 정보와 의사 결정을 지원하며 정밀한 보고서를 제공한다. 데이터 시각화 도구를 활용하여 자료를 시각적으로 표현하고, 통계와 예측 분석을 통해 운영 프로세스의 개선 방향을 제시한다.