경영환경변화와 경쟁환경이 가속화 되면서 고객만족의 개념이 점차 고도화 되어 고객의 요구사항이 시시각각으로 변하고 있다. 고객만족경영을 통해 고객에 대한 품질, 원가, 납기에 대한 우위를 점하기 위해서는 정보의 가치를 극대화해서 의사결정에 반영하여야 한다. 고객의 요구는 고객의 언어로 정성적이고 모호한 특성으로 고객 스스로도 자신의 요구를 정확 하게 표현하지 못하는 경우도 존재한다. 따라서 연구에서는 품질정보시스템 데이터베이스에 축적된 정보를 AHP를 이용하여 공정 담당자의 경험과 직관을 활용하여 급변하는 고객의 요구를 신속하게 추가함으로써 공정의 중요한 관리항목을 선정하는 방법을 제시한다.

목적 : 본 연구는 최근 O2O(online to Offline)시대의 소비자행동 변화에 대해 안경원들이 생 존할 수 있는 전략은 사용자 경험(User experience)의 극대화로 판단하고, 안경원의 서비스에 대해 고객들이 인지하는 공감성 정도가 소비자들의 실용적, 쾌락적 가치와 구전의도 및 재방문 의도에 미치는 영향에 대한 구조화된 인과모형을 수립하여 이들의 인과관계에 대한 경로분석 을 통해 다양한 함의를 얻고자 하였다. 방법: 본 연구의 수행을 위해 안경원에 방문한 고객들을 대상으로 설문을 실시하여, 총 106명 의 유효 응답지를 분석에 활용하였으며, 분석은 빈도분석, 기술통계분석 및 구조방정식 경로분 석을 통해 구전의도 및 재방문의도에 영향을 미치는 경로를 확인하고자 하였다. 결과: 구조방정식 분석 결과 최초 연구모형에 대해 소비자들이 인지하는 안경원에 대한 공감성 정도는 실용적 가치, 쾌락적 가치 순으로 긍정적인 영향을 미치는 것을 확인하여 안경원에 대 한 공감성이 중요한 요인임을 확인할 수 있었다. 그러나 쾌락적 가치는 구전의도, 재방문의도 경로에 대해 통계적으로 유의미한 영향을 미치지 못했으며, 실용적 가치는 구전의도에만 긍정 적인 영향을 미치며 재방문의도에는 통계적으로 유의미한 영향이 없는 것으로 확인되었다. 한 편 구전의도는 재방문의도에 강한 긍정적인 영향을 미치는 것을 알 수 있었다. 따라서 본 모형 에서는 “공감성 → 실용적 가치 → 구전의도”를 통해서 재방문의도를 높일 수 있음을 확인하 였다. 그러나 연구모형의 적합도가 전반적으로 낮게 나타나, 이론적 근거와 Jöreskog & Sörbom(1981)이 제안한 수정지수(Modification Index: MI)를 통해 추가경로를 구성해 분석한 결과 쾌락적 가치는 실용적 가치에, 공감성은 구전의도에 유의미하며, 적합도도 χ2 = 8.416, d.f = 1, p = .004, GFI = .970, NFI = .973, RMR = .048로 개선된 것을 알 수 있었다. 결론: 안경원에서 제품을 확인하고 온라인에서 구매하는 경우가 심화된 지금의 상황에서 안경 원이 가장 신경써야 할 요인은 안경원이 눈을 지키는 준의료기관으로서의 전문성을 고객들에 게 제안하여야 하며, 고객들의 실용적가치의 원천에 대한 좀 더 깊이 있는 해석과 접근을 통해 O2O시대에 안경원들의 경쟁력을 강화할 수 있는 방안을 모색하여야 할 것이다. 이에 대해 최 근 부각되고 있는 사용자 경험(user experience)은 안경원들이 고객들에게 긍정적인 경험을 할 수 있는 다양한 시스템을 구축함으로써 고객들이 실용적 가치를 증진시킬 수 있는 동인(motif) 으로 활용하여야 할 것이다. 이런 관점에서 볼 때 최근까지 가격할인 등의 마케팅 기법들이 고 객들의 실용적 가치를 증진시킬 지에 대해서는 좀 더 연구해봐야 할 것이다. 연구 결과에서도 쾌락적 가치가 실용적 가치를 증진시킬 수 있다는 점이 이를 지지하고 있다고 판단한다.

Within last 10 years, internet has become a daily activity, and humankind had to face the Data Deluge, a dramatic increase of digital data (Economist 2012). Due to exponential increase in amount of digital data, large scale data has become a big issue and hence the term 'big data' appeared. There is no official agreement in quantitative and detailed definition of the 'big data', but the meaning is expanding to its value and efficacy. Big data not only has the standardized personal information (internal) like customer information, but also has complex data of external, atypical, social, and real time data. Big data's technology has the concept that covers wide range technology, including 'data achievement, save/manage, analysis, and application'. To define the connected technology of 'big data', there are Big Table, Cassandra, Hadoop, MapReduce, Hbase, and NoSQL, and for the sub-techniques, Text Mining, Opinion Mining, Social Network Analysis, Cluster Analysis are gaining attention. The three features that 'bid data' needs to have is about creating large amounts of individual elements (high-resolution) to variety of high-frequency data. Big data has three defining features of volume, variety, and velocity, which is called the '3V'. There is increase in complexity as the 4th feature, and as all 4features are satisfied, it becomes more suitable to a 'big data'. In this study, we have looked at various reasons why companies need to impose 'big data', ways of application, and advanced cases of domestic and foreign applications. To correspond effectively to 'big data' revolution, paradigm shift in areas of data production, distribution, and consumption is needed, and insight of unfolding and preparing future business by considering the unpredictable market of technology, industry environment, and flow of social demand is desperately needed.

The principal objective of this study was to categorize service attributes on the basis of the asymmetric and non-linear relationship existing between service attributes and customer satisfaction. Researchers generally assume that service attribute performances and customer satisfaction are both symmetrical and linear. That is to say, improvements in attribute performance will inevitably result in increased customer satisfaction. However, this is not always the case. Certain attributes have been shown not to create satisfaction even when improved, and others do not create dissatisfaction even when their performance ratings become negative. Understanding this relationship is crucial not only to researchers, but also to service managers. Service managers can arrange their priorities with regard to which attributes must be improved or promoted first, in an environment of limited technical, financial, and human resources. Many studies into this asymmetric and non-linear relationship have recently been conducted, beginning with Herzberg's motivation-hygiene theory (1976) and the disconfirmation theory, which was eventually developed into Kano's model (1984). This study attempted to determine the impact level of service attributes on incidents of satisfaction or dissatisfaction. It used 30 service attributes generated by Park (2008) in the CIT research into family restaurants. The data were collected from 600 participants, 300 incidences of satisfaction and 300 incidents of dissatisfaction, via an online survey. The t-test was used to confirm the difference between the satisfaction group's and dissatisfaction group's attributes. 11 attributes were found to be significant at a level of p>0.05. This indicates that the 11 attributes exerted different impacts on satisfaction and dissatisfaction, which confirmed the asymmetric and non-linear relationship. 14 attributes were categorized into the core service, 1 attribute into the quality service, 7 attributes into the basic service, and 8 attributes into the neutral service. Strategic customer service management was recommended for the 'A' family restaurant as an example, on the basis of the asymmetric and non-linear relationship and the characteristics of the four service factors.

The purpose of this study was to determine the detailed customer satisfaction and dissatisfaction factors of family restaurants in Korea, and to then classify the factors into 3 groups, inlcuding core service, quality service, and basic service. ‘Core service’ represents the critical factors that generate both satisfaction and dissatisfaction; ‘quality service’ generates only satisfaction; and ‘basic service’ generates only dissatisfaction. This categorization is based on Herzberg’s motivation-hygiene theory (1976) as well as Cadotte & Turgeon (1988). Based on the characteristics of the three groups, differentiation strategies in managing customer service were suggested to the family restaurant managers. A qualitative research method, termed the critical incident technique (CIT), was used in the study. This method helps researchers find new factors or attributes by grouping key issues from the anecdotes (critical incidents) and then categorizing common factors from the key issues. This research categorized key satisfiers and dissatisfiers into 33 factors, which were from 402 critical incidents described by 261 respondents. Eleven factors (response to service failures, food taste and quality, attention paid to customers, coupon/mileage point/discount card, customer’s ordinary requests, waiting, food diversity, food price, facility sanitation, checking out, customer’s special requests) were classified into core service, which required maximum management not regarding the level of customer satisfaction. Six factors (employee attitude, event, education and explanation, complementary food, customer’s mistakes, attention paid to children) were classified into quality service, which required differentiation strategy management. Finally, nine factors (speed of food service, employee’s mistakes, food sanitation, atmosphere and interior, seating, forcing orders, parking, other customers, reservations) were classified into basic service, which required minimum management at the level of the industry standards.

Quality function deployment(QFD) is becoming a widely used customer oriented approach. The aim of this paper is to present an analytic method of quality function deployment that is to maximize customer satisfaction, using a customer satisfaction survey conducted in the college in Korea. Combining weights and satisfaction indices, "performance/important" diagrams are to develop and this grid can be used in order to identify priorities for decision making. Also, this paper shows a 0-1 integer programming model for maximizing customer satisfaction subject to a budget constraint in QFD planning process with case study.

This study identified how family restaurant customers' attitude toward yield management strategies, which include reservation, time, menu, and service factors. Generally, yield management explains how price and dining duration maximize the revenue of family restaurants. There are three ways to improve family restaurant yield; improving table turns, upgrading seat occupancy, increasing price per customer. The 45 items of yield management strategies are developed by literature reviews, web sites analysis, and interviews with family restaurant employers. Factor analysis and reliability analysis from present study found out 11 important factors, which represent the study's dependent variables. Regression analysis may be helpful to test whether demographic and socio-economic factors have relationships with family restaurant customers' attitude toward yield management strategies. As a regression result, gender, family size, age in demographic factors and education and occupation in socio-economic factors have relationships with family restaurant customers' attitude toward yield management strategies significantly.

The results of this study has been split into two components, On set of results addressed the strategy of developing a Agility for maintenance consumer. The other set of results addressed the strategy of illuminating the successful measurement and concepts formed during the maintenance problem solving process, especially in the context of the Logistics Information system by aggregation information space. This paper presented a classifiable elements of Agility & Measurement of logistics capability in the Korea market. These concepts are positioned in a framework to give a better understanding what the consequences are of the changing business environment. The developments towards more globalization which leads to centralization and mass individualization that has a tendency to go more in the decentralized solutions, seems to be in contradiction. we will focus a proposal of Logistics information system and demand management decisions that should be a prime concern of any profit maximizing firm, unready strategy of investment. and we will prove the facts that it could be a guiding company which has a ability of cooperation with entities through the founding of supply chain, On the conclusion, we will show the variation which influences for capacity entities and alternative proposal to define a element which influnce for a cause and effect basically.[5]

Purpose - To meet the needs of various customers in an uncertain market environment, many companies use product modularization strategies. Modularization of a product means that one product consists of several components and that the type of product can be changed according to the combination of components. The greatest feature of modularity is that changes in one component do not significantly affect the physical changes in the other component to which they are connected. Modularization of products is recognized as a very important strategy to reflect increasingly complicated customer requirements to products and respond to the needs of various markets. Many studies have been made in connection with the concept of mass customer satisfaction. There are many prior studies that modularization of such products positively affects the operational performance (manufacturing cost, fast delivery, etc.) and innovation of the product. However, excessive modularization has been found to have a negative effect on this performance. However, there are very few studies on the nonlinear relationship between product modularization and customer satisfaction. Supplementing these academically insufficient parts is very necessary when considering the current market environment. Research design, data, and methodology - In order to make up for the shortcomings of academic research in Korea, this study collects data through questionnaires in electronic, auto, and defense industry. This is because these industries are using modularity of products. based on lots of previous studies and information overload theory, we made two hypothesis and verify with empirical analysis. All 108 data were used. We used the R program and SPSS program for statistical verification. Results - As a result of the study, modularization of products showed positive relationship with customer satisfaction to a certain level. However, it has been found that when the modularization is over and beyond a certain level, there is a negative relationship with customer satisfaction. Conclusions – Excessive modularization of products can have a negative impact on customer satisfaction. This result can be understood as a result of human limited rationality due to information overload. Therefore, it is important for companies to apply appropriate modularity to product design.