Definitions of customer experience typically relate to memories of an event which stand out amidst noise present in a consumer’s environment. In this study we investigate the effects on memorability when consumers seek to commit their experience to electronic media, either for their own subsequent consumption, or shared consumption with others. We specifically investigate whether the intervention of electronically recorded experience influences subsequent recall of a service experience, and subsequentrecommendation of it to others, compared with a baseline situation of no external recording of an experience. The research is underpinned by models of memory structure and recall (Ericsson & Kintsch, 1995). A longitudinal study is undertaken in the context of an art gallery. Participants recorded behavioural and affective components of their visit over a period of six months. Intensity of use of social media during the experience mediated outcomes of satisfaction and likelihood of recommendation to others. Initial findings indicate differences in participants’ recalled satisfaction, partially mediated by level of social media engagement during their visit.

With the increased interest in the quality of life of modern people, the implementation of the five-day working week, the increase in traffic convenience, and the economic and social development, domestic and international travel is becoming commonplace. Furthermore, in the past, there were many cases of purchasing packaged goods of specialized travel agencies. However, as the development of the Internet improved the accessibility of information about the travel area, the tourist is changing the trend to plan the trip such as the choice of the destination. Web services have been introduced to recommend travel destinations and travel routes according to these needs of the customers. Therefore, after reviewing some of the most popular web services today, such as Stubby planner (http://www.stubbyplanner.com) and Earthtory (http://www.earthtory.com), they were supposed to be based on traditional Traveling Salesman Problems (TSPs), and the travel routes recommended by them included some practical limitations. That is, they were not considered important issues in the actual journey, such as the use of various transportation, travel expenses, the number of days, and lodging. Moreover, although to recommend travel destinations, there have been various studies such as using IoT (Internet of Things) technology and the analysis of cyberspatial Big Data on the web and SNS (Social Networking Service), there is little research to support travel routes considering the practical constraints. Therefore, this study proposes a new mathematical model for applying to travel route recommendation service, and it is verified by numerical experiments on travel to Jeju Island and trip to Europe including Germany, France and Czech Republic. It also expects to be able to provide more useful information to tourists in their travel plans through linkage with the services for recommending tourist attractions built in the Internet environment.

Compound logistics is a service aimed to enhance logistics efficiency by supporting that shippers and consigners jointly use logistics facilities. Many of these services have taken place both domestically and internationally, but the joint logistics services for e-commerce have not been spread yet, since the number of the parcels that the consigners transact business is usually small. As one of meaningful ways to improve utilization of compound logistics, we propose a brokerage service for shipper and consigners based on the hybrid recommendation system using very well-known classification and clustering methods. The existing recommendation system has drawn a relatively low satisfaction as it brought about one-to-one matches between consignors and logistics vendors in that such matching constrains choice range of the users to one-to-one matching each other. However, the implemented hybrid recommendation system based brokerage agent service system can provide multiple choice options to mutual users with descending ranks, which is a result of the recommendation considering transaction preferences of the users. In addition, we applied feature selection methods in order to avoid inducing a meaningless large size recommendation model and reduce a simple model. Finally, we implemented the hybrid recommendation system based brokerage agent service system that shippers and consigners can join, which is the system having capability previously described functions such as feature selection and recommendation. As a result, it turns out that the proposed hybrid recommendation based brokerage service system showed the enhanced efficiency with respect to logistics management, compared to the existing one by reporting two round simulation results.

농촌체험의 관심과 체험이 증가되는 상황에서 농촌체험의 지속성과 경쟁력의 확보 차원으로 서비스품질이 중요해지고 있다. 이 연구는 농촌체험을 경험한 서울지역 소비자를 대상으로 서비스품질과 고객만족, 고객만족과 추천의도 간의 관계를 분석하였다. 설문분석은 총 234부이며, 빈도분석, 신뢰도분석, 확인적 요인분석, 가설검정을 하였다. 분석결과는 다음과 같다. 첫째, 신뢰도의 크론바흐 알파값은 0.6 이상, 타당도의 요인적재량은 0.7 이상, 평균분산추출은 0.5 이상이 었다. 둘째, 확인적 요인분석의 모형적합도는, CMIN/DF, GFI, TLI, CFI, RMSEA이 전반적으로 적합하였다. 셋째, 가설검정의 결과, H1의 H1-2(유형성)와 H1-3(응답성)을 제외한 H1-1(신뢰성), H1-4(확신성), H1-5(공감성)는 고객만족 에 긍정적인 영향을 주었고, H2는 고객만족이 추천의도에 긍정적인 영향을 주었다. 따라서 농촌체험의 서비스를 이용자와 제공자 간의 상호작용으로 볼 때, 서비스품질에 대한 지속적인 개선이 필요할 것이다.

본 연구는 다른 분야에서 성공적으로 활용되고 있는 다양한 추천 기법들을 비교하는 사례 연구를 통해 더욱 효과적인 디자인 개인화 서비스 개발의 기회를 모색하고자 하였다. 우선, 문헌연구를 통하여 '컨텐츠 기반 기법', '협력적 필터링 기법', 그리고 '인구통계적 필터링 기법'과 같은 대표적인 추천 기법들의 특징과 장단점을 고찰하였다. 다음으로 이러한 기법들이 디자인과 같은 컨텐츠를 대상으로 적용되었을 때 예상되는 추천 정확성을 분석하기 위해 실험을 실시하였다. 그 결과, 인구통계적 필터링 기법은 나머지 기법에 비해서 비교적 낮은 정확성을 보였으며 컨텐츠 기반 기법이 가장 좋은 높은 추천 정확성을 나타내었다. 아울러 협력적 필터링 기법은 참여자들의 수가 증가할수록 좀 더 높은 추천 정확성을 나타냄을 알 수 있었다. 결론적으로 디자인 추천 서비스는 컨텐츠 기반 기법이나 협력적 필터링 기법의 적용을 통해 그 추천 정확성을 향상시킬 수 있으며 대상 사용자의 수가 일정 수준 이상으로 증가된다면 협력적 필터링 기법이 가장 우수한 효율을 나타낼 가능성이 높음을 제시하였다.

To be successful in increasingly competitive Internet marketplace, it is essential to capture customer loyalty. This paper deals with an intelligent agent approach to incorporate customer's sensibility into an one-to-one recommendation service in on-line

Recently, interest in rural tourism for urban dwellers has increased, and rural communities are chosen as tourist destinations. Under these circumstances, the study was designed to analyze the effects of the quality of service at rural stay sites on customer satisfaction and recommendation intention. The analysis method analyzes the demographic characteristics of the survey participants and characteristics of participation in rural stay. And the quality of service for the experience of rural stay was analyzed with SERVQUAL’S five-dimensional type, reliability, assurance, responsiveness, empathy, tangible and customer satisfaction, intent of recommendation and regression. Major analysis shows that the survey subjects were found to have an average age of 41.8 years, 49 to 59 years old, and a high degree of university graduation. And as characteristic of participation, the form of company was family and relatives, the form of family meeting was many summer, the reservation was Internet, and payment by cash and card were many. As a result of the hypothesis testing, reliability, assurance, responsiveness, and empathy among the quality of service of rural stay were affected in customer satisfaction. In addition, the quality of service and the intent to recommend it were statistically significant, reliability, assurance and empathy. Therefore, it is deemed necessary to make efforts to improve service quality as the quality of service at rural stay places has relevance to customer satisfaction and recommendation intention.