The purpose of this paper is to understand how customer relationship termination (i.e., preparation and process), alone or in combination with customer involvement, contributes to the new product development outcome. While termination preparation has a synergistic effect with customer involvement, the termination process has a trade-off relationship with customer involvement.

Today, energy bars are consumed not only as snacks but also as meal replacement foods. Convenience and nutritional supplementation are the main factors accounting for the increasing use of energy bars. Two hundred Chinese customers who attended the China Fisheries & Seafood Exposition in China, and had no inhibitions about consuming cereal bars were selected. The questionnaire was composed of CATA choices that selected both the reasons for liking and disliking four different types of cereal bars, namely topokki flavor (hot pepper paste), seaweed flavor, kimchi flavor, and ginseng flavor cereal bars with 10% of dried anchovy content produced by BadaOne Co. (Seoul, Korea). The purpose of the study was to investigate Chinese consumer’s attitudes and acceptance of different flavored cereal bars containing protein and calciumrich anchovy. For the selected Chinese customers, the acceptance score for the seaweed flavor was the highest, followed by topokki, red ginseng, and kimchi. The acceptance for the topokki flavor was higher than for seaweed for the attributes of color except for general acceptance, flavor, aroma, and texture. The results of the survey showed that the acceptance of kimchi was the lowest, contrary to earlier predictions. The results of the Check All That Apply (CATA) analysis showed that the reasons for liking the seaweed & anchovy flavor were the most diverse, and there was no reason chosen for disliking this flavor. The reasons for liking this flavor were listed as sweet flavor, healthy, seafood flavor, malty flavor, texture, new/unique, and umami. In the case of topokki and kimchi, the reason for disliking the flavor was umami, and in the case of red ginseng, the ginseng flavor was the reason for both likes and dislikes. CA analysis showed that both the flavor and emotional factors were positive for seaweed & anchovy and topokki, but negative for red ginseng. As a result, seaweed & anchovy flavor, which is familiar to the Chinese people, should be the first cereal bar considered for a launch.

The concept of co-creation with consumers has been extensively studied in the literature documented in innovation management and marketing literatures. In this study, we contribute to the literature threefold. First, we develop a model to investigate how co-creation with fans enhance purchase intent and engagement of other customers. Second, we test the model using the data collected from consumers on four different product categories including beer, car, cosmetics and travel. By doing so, we examine the differences between product vs. service as well as different product categories. Third, we will compare the results with that of ordinary consumers to check if there are any differences in the case of co-creating with fans. Most of the extant studies have found a positive effect of co-creation on the outcome evaluation. However, engaging other consumers by co-creation with fans has not been studied. For bridging this research gap, we developed a conceptual model to investigate the antecedents and consequences of co-creation with fans. The hypotheses are as follows. H1: Product class involvement and domain specific knowledge affect perception on co-creation positively. H2: Perception on co-creation affects purchase intent and word-of-mouth positively. H3: The relationships of H1 and H2 differs depending on product categories. H4: The relationships of H1 and H2 differs if companies work with ordinary customers or fans. We tested the hypotheses with the data collected from consumers an online questionnaire survey. Data collection was conducted through a market research agency in 2016 for beer and cars, and in 2019 for cosmetics and travel. The data was collected from 240 consumers in their 20s, 30s, and 40s in Japan. Each segment has same number of males and females, 40 people each for six segments. The findings shed a new light on the co-creation literature and help companies to design better co-creation with fans in different product and service categories.

Logistics companies are worrying about securing of differential competitiveness so as to be competitive companies in keen logistics market. The ground is how users are satisfied by sell-established service system to respond not only economic feasibility of logistics costs but also diversity and advancement of logistics needs. The competitiveness of logistics companies is also caused by customer satisfaction of service and only companies finding and satisfying customer needs continuously may be more competitive. For the competitiveness, it’s the most important to analyze demands of current and potential customers and their pursuing value properly. Therefore, this researcher grasped PSL for online logistics service users with 5-point Likert-scale and quality-level decision method that consider the weighted value based on Kano model, measured customer’s potential Demand for service through PCDI, and suggested methodology for deciding the priority of the improvement with loss function of Taguchi.

Process Capability (Cpk) is a representative measure of how well the producer manages dispersion and bias for the specifications needed by the consumer. This is expressed as a ratio of 6 times the natural tolerance to the specification. As the producer manages the dispersion small, the capacity index becomes higher. And it is classified into 5 grades according to the degree of management. It is a measure of the quality of processes used in most industrial fields. However, Cpk is calculated by only reflecting the mean and dispersion of the process, there is a disadvantage that it can not give information about the economic loss caused by the inconsistency of the process with the target value. Overcoming these drawbacks, process capability indexes reflecting various types of loss functions such as Cpm, C┼pm and Cpl have been developed. However, all of these previous studies have applied the limit to the consumer specification, which is based on the traditional and passive quality perception that the quality characteristic should exist within the limits of the consumer specification. In this study, we will develop ‘Customer Satisfaction Quality Indicator (CSQI)’ which is a quantitative indicator that can be fully evaluated when the manufacturer’s specification limit, which is an aggressive quality strategy, is applied. This is expected to be useful decision information for both producers and consumers.

Research on service innovation suggests that involving customers in the development of new services is a major contributing factor to the success of new services (e.g. Carbonell et al., 2009; 2012; Melton & Hartline, 2010; 2015; Zhihong et al., 2015). The purpose of this study is to provide an overview of the literature on customer involvement (CI) in new service development (NSD) both offline and online and to identify the major current issues faced by researchers and future research challenges. This paper approaches CI from the perspective of “co-creation for others” (Witell et al., 2011), that is participating in developing services that can benefit other customers. A search was done on three major databases, EBSCO; Emerald, and ScienceDirect, using various keywords (CI; NSD; service innovation; user involvement; co-creation, and customer participation) from 2002 (first CI paper published (Carlborg et al., 2014) to 2016. Relevant studies start with mainly qualitative inquiries whereas in the last 5 years there are more surveys and new types of qualitative research such as netnography and action research. The most important questions addressed are who is involved and how. Various studies investigate the role of different types of customers such as close; lead; ordinary or guided; their characteristics such as proactiveness; knowledge or experience; motives; emotions, or dissatisfaction, and their capabilities such as knowledge absorptive capability or relational capability. Furthermore, the way customers may be involved is analysed from many perspectives including the stages of involvement; the modes and intensity of involvement in each NSD stage (e.g. Melton and Hartline, 2010; Paasi, 2014) as well as the characteristics of effective CI. Moreover, studies in the online environment look at the web based tools for CI such as social media or virtual communities (Ryzhkova, 2012); the nature of customer contributions on social networks (Sigala, 2012); the role of lead users in developing online services (Schuhmacher & Kuester, 2012; Mahr & Lievens, 2012) and the drivers of customer participation in virtual brand communities (Zhilong et al., 2015). Major current issues include which customer or firm actions should be included in each stage and why; what is the role of relationships in effective CI; how we can select customers for NSD and what is the role of virtual environments in CI. Future research challenges include developing guides for customer selection for NSD; analyzing the nature of CI (modes; intensity; types of contributions; customer roles and actions in each stage; communication types and skills); using virtual environments for CI and determining the link of various relationship concepts with CI.

The impact of customer involvement in NSD on customer loyalty is still unknown, because most studies examine loyalty perceptions of only active participants in co-creation, while the few studies involving co-creation observers provide conflicting results. Research is also limited, as it measures user participation only at the design level, while customers are empowered to participate at all NSD stages. This study contributes to the literature by developing a model capturing the various levels of customer involvement in NSD co-creation and then, measuring its impacts on two type of user loyalty: brand loyalty and loyalty on innovation community. Data were collected from users of the Domino’s Mogul pizza toolkit empowering them to participate in all NSD stages and also to become pizza entrepreneurs by designing and selling their pizzas. Findings comparing the brand loyalty and the innovation community loyalty perceptions of users with various levels of co-creation involvement provide useful insights.

Recently, service quality must reflect several demands of customers who show rapid and various changes so as to be compared with the past. So, objective and rapid measuring methods for service quality are necessary. For them, first of all, service company must calculate their standard of service quality accurately by measuring service quality exactly. Kano classified the degree of influence that is the degree of correspondence of the quality attributes of products and services to the subjective satisfaction of customers. As a result, the types of qualities are classified as attractive, must be, one dimensional, and indifference attributes. They have been widely used quality attributes in various industrial fields up to now. However, Kano model has a limit that it ignores the characters of the next frequent numbers even though there are not much gap comparing to the most frequent number in the questionnaire answers. The limit is attributed to the character of Kano model that the most frequent number is accepted as the only quality character. Timko calculated the customer satisfaction coefficient by using Kano’s method and studied the differences in quality character by classifying the quality characteristics in a graphical way through the relationship between the satisfaction and the dissatisfaction coefficient. In this study, we used the quality level determination method of the 7-point Likert scale, which takes the weight into account, to complement the deficiencies of the existing Kano model. We also developed and applied a Potential Satisfaction Level (P) and Potential Customer Demand Improvement (PCDI) Index to present a new approach to the determination of service quality attributes. To measure the level of potential service satisfaction and to understand the degree of improvement, we collected specimens of 51 participants who has been trained in the National Strategy Business Training Program, which has been managed by government agent, and analyzed the results.1)

Recently, service quality must reflect several demands of customers who show rapid and various changes so as to be compared with the past. So, objective and rapid methods for them are necessary more. For them, first of all, service company must calculate their standard of service quality accurately by measuring service quality exactly. To measure service quality accurately, this researcher collected and analyzed data by survey for customers who are customers of logistics services, grasped potential satisfaction standard(P) by 5 point Likert scale and one survey for accurate classification of quality attributes through weighted customer satisfaction coefficient changing quality attributes by developing the study on Kano model and Timko's customer satisfaction coefficient, and suggested Potential Customer Satisfaction Improvement index(PCSI) for examining the improvement of customer satisfaction so as to utilize them as an index of differentiated and concrete measurement of service quality.

Recently the market of the food waste disposer has increased. Therefore, many companies in the development of food garbage disposer has been increasing interest. In this study, we used QFD (Quality Function Development) to find out the quality factors for the development of the food waste disposer reflecting the consumer needs. HOQ (House Of Quality) showing the correlation between consumer characteristic and engineering characteristic was written by investigating the consumer needs based on the consumer complaints and survey. In addition, we generated the CTQ (Critical To Quality) reflecting the weighting of the importance of the parts. As the research result, the important quality factors for the food garbage disposer were the grinding capability, drying, and odor emission features. The crushing motor associated with grinding and dehydration appeared as the most important quality factors among the parts. Second thing was the fan motor associated with odor. The findings will be able to contribute to the development of the food waste disposer reflecting the consumer needs.

본 논문은 고객만족도 조사가 지니고 있는 현실적인 문제점의 개선 방법에 관한 탐색적 연구다. 고객만족도 수준이 높아질수록 만족고객의 비율이 높아지는 것은 당연한 현상이라 할 수 있는데, 실제 조사 측면에서는 만족응답으로의 쏠림현상이 두드러져, 데이터 분석의 구조적 한계와 함께 고객만족 개선안 도출의 유용성이 낮아지고 있다. 이러한 문제점을 해결하기 위해서는 만족고객을 재분류하여 보다 전략적인 의미를 도출하고 만족 고객의 불만족 요인을 찾아내기 위한 연구가 필요하다. 본 연구에서는 만족고객을 재분류를 위하여 3가지 방법을 제안하였는데, 구체적으로는 세부속성의 복합점수를 이용하는 방법, 만족/불만족 2차원 모형을 적용하는 방법, 만족 고객을 세분화하는 방법이다. 사례연구에서는 3가지 방법을 적용한 만족고객 재분류 결과와 각 방법들을 서로 비교분석하였다. 사례연구결과, 제안한 연구방법은 향후 고객만족도 조사가 다양하고 입체적으로 분석되어 고객만족조사의 활성화는 물론, 고객만족경영 향상을 위한 유용한 자료로 활용되리라 기대한다.

In this paper, we propose development of new products including the proposed process of at the customer's requirements. The success of new product development depends on customer satisfaction in the marketplace. Existing product development process, including the customer's interest was weak. In this paper, we propose development of new products which include Kano's attractive quality factor method and Timko's customer satisfaction index method. Also we verified new medical treatment of incontinence-nency which is applied to the proposed process.

In this paper, we propose development of new products including the proposed process of at the customer's requirements. The success of new product development depends on customer satisfaction in the marketplace. Existing product development process, including the customer's interest was weak. In this paper, we propose development of new products which include Kano's attractive quality factor method and Timko's customer satisfaction index method. Also we verified new medical treatment of incontinence-nency which is applied to the proposed process.

  Nowadays, customer-oriented manufacturing enterprises such as airplane, ship, ship engine, etc are knowledge-intensive and higher added value industries. In these companies, to quickly respond customer’s order, a quotation management is a very important

Many system devices for fluoroscopic and general X-ray studies in diagnostic radiographic system have been being changed from analog mode to digital mode. In addition, among diagnostic imaging and radiologic examinations, fluoroscopic studies that requires functional diagnosis is being widely used. The video recording method of fluoroscopic studies has been useful in functional image diagnosis and dynamic image observation, but the utility of its image quality is being reduced because of limitation in setting play segments of the video player, inconvenience of play, difficulties in preserving reproduced images, the change of image quality, etc. In order to complement these shortages, it is necessary to facilitate access to patient diagnosis information such as storing, editing and sharing functional diagnosis images in response to the trend of the digitalization of digital radiographic & fluoroscopic system(DRF). Thus this study designed and implemented a device of storing functional dynamic images real time using a computer rather than existing video recording, aiming at contribution to functional image diagnosis.

본 연구에서는 생활용품이면서 의복과 함께 생활필수품인 신발을 대상으로 감성만족도 요소의 추출과 분류체계를 개발하였다. 제화류의 감성만족도 요소는 감각성(sense), 적합성(fitness), 묘사성(description), 평가성(evaluation), 선호성(attitude)의 5개 그룹으로 구성되었으며, 각 그룹에는 형태감, 볼륨감 등 29개 요소가 포함되었다. 이들 중에서 일반 제화의 평가에 적합한 요소들로 형태감, 볼륨감, 균형감, 색감, 인체적합성, 안락성, 안정성, 여유성, 개념적 이미지, 품위감, 고급감, 조화감, 견고성, 주목성, 간편성, 신뢰성, 선호도, 수용도, 만족성, 매력성 등 20개의 요소들을 선택하여 이들에 대한 평가양식을 개발하였다. 본 연구에서 제시한 감성만족도 요소는 제화류의 고객만족도 평가 모델링에서 종속변수로 활용될 수 있다.

Since 1990's, the Information Technology(IT) of combination between PC and Internet has progressed rapidly. As a fast development of Information Communication Technology and spreading of network, the previous economic state, the method of dealing, transaction object and a scope of transaction is changing. Like this, as raising of IT, the existing off-line commercial transaction is moving to electronic commercial one which based on the web. These days, a electronic distribution system of enterprise and the electronic commercial transaction between small company and customer is being operated, but there is no full developed proper system between small retailor and mid distribution center. So on this paper, the system which manage a simple marketing as well as Inventory Management & customer management will be presented.