With the pandemic of the early 2020s coming to a close, city politicians and planners around the world seek to bring in more tourists and entrepreneurs to assist their local businesses and domestic economies in the return to pre-pandemic levels. There exists a myriad of ways city officials attempt to attract visitors from festivals and fireworks displays to citywide initiatives and awareness programs. This study takes a look at a destination’s perceived coolness, how it is manifested through destination service quality and tourist app use, and how it affects an individual’s revisit intention based on structural and interpersonal constraints.

Technology, for example, Personalized Technology Services (PTS), has groomed consumers to expect an integrated and personalized shopping experience regardless of the channels, such as websites, mobile apps, physical stores, etc. PTS refers to technologies that offer personalization functions to meet customer needs at the time of their shopping for a seamless experience. The purpose of this study is to investigate the role of retailer mobile apps’ PTS in consumers’ omnichannel shopping experiences by: (1) identifying PTS values specific to retail mobile apps for in-store shopping and (2) testing the PTS values – channel integration – consumer responses links based on Information Integration Theory (IIT). We first proposed that PTS via mobile apps holds various positive values. Second, we postulated four hypotheses: H1. PTS values enhance the integration of PTS values, H2. Integration of PTS values positively affects customer engagement, H3. Customer engagement positively affects customer satisfaction and H4. Customer engagement mediates the relationship between integration and customer satisfaction. Two web-based survey studies were employed with US consumers who had an experience with mobile app-mediated PTS offered by retailers. For study 1, a total of 239 US consumers participated in the survey. Study 1 identified five value dimensions of the app-mediated PTS: hedonic value, utilitarian value, self-efficacy, co-creation, and synchronicity. For study 2, a total of 373 US participants completed the survey. Study 2 confirmed the proposed structural model that PTS values positively affected channel integration which, in turn, positively influenced customer engagement and shopping satisfaction. Additionally, customer engagement partially mediated the effect of integration on shopping satisfaction. This study expanded the literature on omnichannel retailing by exploring consumer in-store shopping experience using retail mobile apps from PTS and channel integration perspectives. Practically, the study findings provided insights for marketers into how to design the retailers’ mobile apps to enhance the integrated shopping experience of consumers.

Nowadays, many innovative marketers can leverage the augmented reality (AR) technology to create special experiences, offer more interactive advertising, as well as provide new ways to online shopping, especially for mobile marketing. The beauty industry occupies a large proportion in the fashion market and has become its essential part. For the fashion and beauty industry, consumers are willing to have the same level of experience online as when they are shopping offline. Accordingly, many brands develop mobile applications with AR capabilities that provide mobile AR services offering special experience. This new approach to mobile shopping eliminates the risk of shopping when consumers choose products, while indirectly changing consumer purchase behavior and lifestyles. However, relevant evidence about the AR service provided by mobile applications in the fashion and beauty industry remains to be scarce. To fill this gap in the literature, the present study seeks to explore the impact of the mobile AR technology on the consumer perception of the beauty brands and the changes in consumer’s behavior. In terms of the methodology, a semi-structured interview approach is employed. The results of the present study demonstrate that the effect of using the mobile AR technology varies according to the differences in consumers’ cognition and attention to beauty products. The playfulness provided by the mobile AR technology is a key factor for consumers to better understand and experience the brand, and consumer ROI is an important factor for consumers to purchase using the mobile AR service. At the same time, the degree to which the AR technology is mature affects consumer experience of the product. Surprisingly, our results suggest that the use of the AR technology has a certain educational effect on consumers, especially on those who are not good at make-up or have a low level of understanding of beauty products.

Offering an apology is one of the common service failure recovery strategies. Previous studies focused on examining the effectiveness of apology from the customer perspective. It is not clear whether and how customers perceive firm remorse after an apology influence their blame attribution and coping behaviors. Integrating a cognitive-emotive model and an empathy model, this research proposes and empirically tests a remorse-empathy-coping model to explain how customers respond to apology after mobile application service failures occur. Specifically, this research examines how perceived firm remorse influences blame attribution and emotional empathy, which subsequently affects coping behaviors (revenge and avoidance) in the mobile app service recovery context. The moderating role of technology anxiety in the proposed model is also identified. Four hundred and fifty-two mobile application service users were recruited for a survey study and the Structural Equation Modeling was used in order to test the research hypotheses. Our findings show that perceived firm remorse negatively influences blame attribution but positively influences empathy. Empathy negatively affects revenge and avoidance behaviors. In addition, technology anxiety moderates the effect of perceived firm remorse on blame attribution. The negative effect of perceived firm remorse on blame attribution becomes weaker when technology anxiety increases.

최근 증가되고 있는 모바일 SNS(Social Network Service)를 통한 매개(Mediated) 커뮤니케이션에서 자신의 감성을 표현 가능한 이모티콘을 활용하여 대화하는 감성 커뮤니케이션이 발달하고 있다. 이모티콘 개발이 증가 하고 사용이 대중화가 됨에 따라, 사용자가 원하는 감성 표현이나 의미를 상징하는 아이템에 대한 요구가 확대 되고 있다. 또한, 동일한 이모티콘이라도 사용자에 따라 다르게 해석할 수 있으며, 디자이너의 의도한 감성 표현에 대해 사용자의 의미 해석이 상이할 수 있다. 따라서 본 연구에서는 모바일 SNS 메신저에서 이모티콘을 이용한 커뮤니케이션을 위해 사용되는 감성 어휘를 연구하고 분류하여 감성 커뮤니케이션과 관련된 이모티콘 개발의 초석을 마련하고자 한다. 즉, 사용자 관점에서 이모티콘에 기반하여 표현하고자 하는 감성 어휘에 대한 분류와 모델을 제안한다. 본 연구를 위해 첫째, 문헌조사를 기반으로 감성 형용사를 수집하고 설문, 통계 분석 및 FGI (Focus Group Interview)를 통해 1차 감성 어휘를 추출한다. 둘째, 2차 설문조사 및 통계분석을 통해 최종 적합 어휘를 추출한다. 셋째, 최종 추출된 어휘를 바탕으로 다차원척도 분석을 실행하여 어휘 모델을 도출하고 감성 어휘를 분류한다. 그 결과 ‘미안하다’, ‘바쁘다’, ‘배고프다’, ‘어렵다’, ‘슬프다’, ‘날씨가 춥거나 덥다’, ‘지 루하다’, ‘부끄럽다’, ‘궁금하다’, ‘만족하다’, ‘좋다’, ‘아름답다’, ‘편안하다’ 의 13개 어휘로 분류되었다.

This study investigated how pre-service English teachers develop and use MICT (mobile information and communication technology)-TPACK (technological pedagogy and content knowledge) to select and use mobile applications for their micro teaching in a pre-service teacher training program. Although mobile technology has rapidly developed with the adoption of mobile multimedia devices and applications, the use of pre-service teachers’ TPACK is still limited to lower-level searches and to a mere tool for content presentations. The participants were nine students in a pre-service teacher training course in a four-year women’s university. Several research methods such as surveys, participant observations, micro teaching and interviews were utilized. The results of the study show the concept of TPACK needs to be extended to MICT-TPACK in this mobile age. The use of pre-service English teachers’ MICT-TPACK impacted and changed their concept of pedagogy to heutagogy. The teachers used mobile applications to facilitate their students’ inquiry-based learning of English as a subject as well as a medium of digital literacy. In order to select mobile applications for their lesson, the teachers developed a modified version of quality criteria for mobile applications. This study suggests there should be well-developed quality criteria for evaluating affordances of mobile applications.

This study aims to configure what dimensions make up for smart phone after service quality, and how this service quality affects customer satisfaction and customer loyalty. Smart phone market is a market of the device leading the digital convergence as well as positioning itself as one of the national growth driving industry. To survive in this matured market, companies should have to respond actively to radical changes and customers needs in the so-called Smart Revolution environment. Lately, however, the smart phone market is prospected to move from growth phase to mature phase by the scholars. In order to proactively respond to the change in such market condition, companies need to provide absolute advantage in customer loyalty over their competitors by revolutionizing the after-sales service quality. Qualified A/S will lead to service satisfaction and achieve customer loyalty. The empirical analysis results obtained through A/S quality are as follows : First, human quality (attitude, expertise, problem-solvability), environment quality (handling agility, convenience, comfort), service policy quality (quality guarantee, additional service operation) are dimensions that make up for A/S quality. Second, A/S quality dimension showed a significant positive influence on service satisfaction and A/S satisfaction showed a positive influence on customer loyalty as well. Based on this empirical study, we propose some implications for A/S quality improvement. First, human quality dimension has relatively higher influence on A/S satisfaction in case of free A/S, so companies need to solve the product problem completely when consumer’s first visit by continual employee education. Second, in case of paid A/S, the service policy quality-especially A/S Warranty period- has higher influence on A/S satisfaction.

공정거래위원회는 2015년 기업메시징서비스 시장에서의 시장지배적 지위 남용에 관한 의결에서 관련 상품(서비스)시장의 범위를 ‘무선통신망을 통한 기업메시징서비스시장’으로 확정하였으나 이러한 판단은 더 이상 유효하지 않다. 스마트폰과 더불어 등장한, 한국 모바일메신저 앱 시장 의 94%를 점유하는 카카오톡이 기업메시징서비스 시장에서 변화를 일으키고 있기 때문이다. 카카오톡은 하이브리드 전송 서비스를 통해 무선통 신망을 보유하지 않고도 이를 보유한 이동통신사 업자들과 경쟁하고 있고 알림톡 서비스는 문자메 시지를 통한 기업메시징서비스보다 저렴하면서 정보 전달 기능 및 효용이 유사하여 이를 이용하는 업체의 수가 빠르게 증가하고 있다. 카카오톡은 이동통신사업자들의 무선통신망이라는 거대한 진입장벽을 이미 뛰어넘었으므로 당장 법원에 소송 계속 중인 사건에서 시정이 이루어지기는 어렵겠지만 향후 이러한 기술발전을 고려하여 기업메시징서비스 시장의 관련 상품시장 범위를 획정하는 법 집행 당국의 판단이 있어야 할 것이다. 기술의 발전이 법에 끼치는 영향에 적극적인 관심을 가짐으로써 새로운 법적 쟁점에 대응하는 자세가 중요한 이유이다.

Mobile phone market, a market of the device leading the digital convergence as well as positioning itself as one of the national growth driving industry and as a daily necessity, is led globally by companies that have been actively responding to changes in the so-called Smart Revolution environment. Lately, however, the Smart Phone market is prospected to move from growth phase to mature phase by the scholars. In order for a company to proactively respond to the change in such market condition, it is imperative that they ensure absolute advantage in customer loyalty over their competitors by revolutionising the after-sales service(A/S) quality that will lead to service satisfaction. This study aims to configure what dimensions make up for mobile phone A/S quality, and how this quality affects customer satisfaction and loyalty as well as proposing directions for A/S quality improvement by identifying them case by case to see what dimensions have more impact on customer satisfaction.

The proliferation of the Internet and related technologies has led to a new form of distribution channels, namely online retailers. The conventional offline and the new online retailers have different transaction costs perceived by the consumers in the following perspectives: the accessibility to the product information, the traffic cost and the opportunity cost for the time to visit the store, the delivery time and the possibility of ‘touch and feel’ to test the quality of the product. In particular, the online retailers have lower distribution cost structure in that they do not have physical stores, which results in lower selling price. Thus they continuously offer price competition against offline retailers using the lower selling cost as competitive weapon. Moreover the emergence of the social commerce is likely to intensify the competition between the online and offline retailers. To survive in this fierce competition, the offline retailers are trying to defend their business interests by sticking to offline transaction in anticipation of increased customer loyalty, customer’s preference for ‘touch and feel’ style shopping, and others. Despite of these efforts, customers who touch and feel a product in an offline store but purchase the product through an online retailer are increasing. To protect such customers, recently, some of the offline retailers began to provide the mobile discount service (MDS) which enables the offline customers to purchase a product at a discounted price through the mobile applications. In business competitions, the price discount strategy is usually considered to secure more market share at the cost of lower profit. In this study, however, we analyze the effect of MDS as a weapon for securing more profit. To do this, we set up a game model between the online and offline retailers which incorporates the effect of the MDS. By numerically analyzing the Nash equilibrium of the game, some managerial implications for using the MDS for more profit are discussed.

The objective of this study is to provide mobile application developers with a standard testing system and service method. By using this testing service, the developers can test the functional performance and quality of their applications from remote sites through Internet. This service standard helps to test applications quickly, easily, and cheaply through the intuitional scenario graphical environment, and becomes a base for constructing a testing system which can be shared by developers, users, and the third parties.

The mobile SNS is a promising e-service platform of the future. However, measuring its service quality is a challenge. An appropriate model for measuring service quality is required. This paper proposes e-service quality models for analyzing mobile SNS platform quality, based on previous service quality researches. An empirical study is performed on the proposed models. The results show that constructs of existing e-service models such as responsiveness and assurance do not fit the mobile SNS platform, and that loyalty and value are better measures for mobile service quality.

The objective of this study is to test how five theory-driven adoption barriers and three key consumer demographics influence consumer adoption versus rejection decisions in two seemingly similar service innovations. The earlier literature on innovation diffusion recognizes two streams of research: one focusing on innovation adoption and acceptance of innovations, and the other stream, though less traveled, calling attention to innovation resistance. All innovations face a certain degree of resistance among consumers depending on consumer characteristics and the innovation itself. The literature argues that consumers can simultaneously express views that are both favorable and unfavorable towards the innovations (Ferreira, da Rocha, & da Silva, 2014) and thus both resistance and adoption can coexist during the lifetime of an innovation (Ram, 1987). Thus it is reasonable to explore how innovation resistance influences consumer decisions in different service innovations. Initially scholars explained resistance to innovations through two constructs, habit or satisfaction with an existing behavior and perceived risks associated with innovation adoption (Sheth, 1981). Ram and Sheth (1989) provide a more comprehensive view to the phenomenon by explaining consumer resistance through functional and psychological barriers that they further divide into five distinct barriers, namely usage, value, risk, tradition and image. This study tests how these five adoption barriers as well as three consumer demographics, gender, age, and income, influence consumer adoption versus rejection decisions in Internet and mobile banking. An effective total sample size of 1,736 consumer responses were collected from Finland. Logistic regression analysis finds that the value barrier is the strongest inhibitor of Internet and mobile banking adoption. In addition, while the image barrier slows down mobile banking adoption, the tradition barrier explains the rejection of Internet banking. In addition, age greatly explains this behavior and the results show that younger segments have a significantly greater likelihood of Internet banking adoption than their older counterparts. Contrary to Internet banking, it appears that gender significantly contributes to mobile banking adoption and the intention to use it. The results predict that males have nearly two times greater likelihood towards adoption compared to females.

The development of mobile communication technology is transforming the market of mobile communication devices, which is used to be merely for simple communication, into the one which offers features of personal digital assistant (PDA), fax communica- tion and Internet access. Unlike a mobile phone which comes out as a complete package and whose functions cannot be changed, a smart phone can be upgraded by its user, adding or removing apps as he pleases. OS’s of smart phones are iOS-based Apple, Google Android, Window Mobile, and others. Due to its convenience and powerful features, many people use smart phones its high price. On the other hand, consumer complaints are rising on poor A/S for occasional malfunction. This study analyzes how A/S cases can be classified into groups according to quality factors. We evaluate factors such as consumer impression and consumer satisfaction. By dual quality evaluation using KANO method, we would like to show the different A/S strategy for smart phones, compared with mobile phones.

국립중앙과학관을 비롯하여 국내 각 기관(과학관, 수목 원, 박물관, 연구소 등)은 그동안 분산되어 보유하고 있는 생물자원을 2004년부터 디지털화하여 생물다양성콘텐츠 (관측 정보, 표본 정보, 이미지, 동영상, 텍스트 등)로 구축해 왔다. 최근에는 이러한 생물다양성콘텐츠가 모바일 웹과 앱 을 통해 재분류 및 재가공되어 현장체험학습 등의 교육활동 에 다양하게 활용되고 있다. 또한, 국내 최대 포털서비스인 다음과 네이버에서는 생물다양성 텍스트 정보를 다량으로 가지고 있는 백과사전 출판사와 연계서비스하고 있는 등 생물다양성콘텐츠의 활용범위는 확장되는 추세이다. 본 연 구는 기 구축된 생물다양성콘텐츠 중 조류를 주제로 한 앱 개발을 하여 현장체험학습 및 야외조사에 적극적으로 활용 될 수 있도록 하고, 이와 더불어 생물과 관련된 멀티미디어 콘텐츠를 연계서비스가 가능하도록 계획하였다. 그리고 앱 개발과 연계서비스 계획과정에서 노출된 현안에 대해 논의 하고자 하였다. 20세기 후반부터 선진국은 지식정보자원의 효율적인 유 통과 활용을 촉진하기 위해 지식정보자원 데이터베이스를 확충하고 이를 연계·활용하는 국가 주도의 프로젝트를 추진 해 왔다. 우리나라도 1999년 지식정보DB 구축 사업이 시작 되었고, 2004년부터는 국립중앙과학관 및 국내 각 기관에 서 분산되어 있는 생물표본정보, 관측정보, 이미지(표본과 생태 등), 텍스트 정보 등을 DB로 구축해 왔고, 최근에는 네이버 등의 포탈서비스에 연계서비스 되고 있다. 최근 웹 상에서 콘텐츠 제공은 기존의 텍스트와 이미지 중심의 단순 한 정보에서 이용자에게 적합한 콘텐츠로 생산․유통․활용될 수 있도록 진화하고 있다. 그리고 스마트폰의 등장으로 기 구축된 콘텐츠를 모바일 앱으로 개발하여 특정 주제로 재활 용시키고 있다. 이미 국립중앙과학관에서는 곤충을 중심으 로 앱 개발을 시작한 바 있고, 특정 주제로 기존 콘텐츠를 재활용하기 위한 앱개발이 진행되고 있다. 이러한 점에서 생태관광을 비롯한 탐조관광객이 증가하 면서 특정 분류군에 대한 정보 검색이 실시간으로 가능한 앱 개발은 이미 선진국에서는 많이 시도하고 있었다. 우리 나라도 LG상록재단에서 출판한 ‘한국의 새도감’ 을 통해 확보된 종이미지(그림)와 텍스트 정보는 앱으로 구현될 수 있는 기반이 되었다. 그러나 야외 생물종은 주변 환경과 시 기에 따라 다양한 이미지를 가지고 있고, 동적인 생물일 경 우에는 동정의 폭이 제한될 수밖에 없다. 이러한 점에서 동 영상, 소리, 생태이미지가 종별로 현장에서 확인가능한 콘 텐츠로 재가공된다면 일반인의 종 구별의 학습 향상에 기여 할 수 있다. 이와같은 배경으로 조류DB를 활용한 앱의 운영체계는 iOS, Android OS를 기반으로 스마트폰과 패드(태블릿)을 목표로 개발되었다. 언어는 기 정보가 모두 국영문으로 구 축되어 2개 언어로 지원할 수 있다. 개발이용자는 탐조인용 과 교육용으로 구분하여 각각 유료버전(450종)과 무료버전 (100종)으로 하였다. 콘텐츠는 기존 도감과 국립중앙과학관 을 비롯하여 무료제공을 하고 있는 위키피디아, 플리커 콘 텐츠도 연계하여 콘텐츠를 다양화하도록 하였다. 이밖에도 탐조야장 기능, SNS활용지원, 탐조기록 SNS 연동을 지원 하도록 계획하였다. 한편 최근의 콘텐츠는 양과 질적인 증가로 인하여 기존의 DB와 연계서비스 하는데 문제점이 발생하고 있다. 무엇보 다 장비노후화와 각종 앱 서비스와 연계되면서 정보연계 능력의 물리적 한계에 도달한 점이다. 이는 장비 개선 및 교체가 전제되어야 하는데, 정보 활용을 위한 하드웨어의 지속적인 투자가 선행되어야 하는 점을 들 수 있다.

이 연구에서는 동적 애니메이션 지도 제작을 위해 HTML5 Canvas와 OGC의 WMS 시간 차원 정보를 활용하였다. 동적 애니메이션 지도는 플러그인 없이 구동이 가능하기 때문에 플랫폼에 독립적인 특징을 가진다. WMS 시간 차원 정보는 사용자가 연속적인 지도 정보를 전송 받을 수 있는 기능을 제공한다. HTML5 Canvas로는 애니메이션 지도를 표출하고, 지속시간, 시점, 순서와 같은 동적 변수를 조정할 수 있는 컨트롤 구현이 가능하였다. HTML5 Canvas와 WMS는 모바일 웹 기반의 동적 애니메이션 지도 제작을 위한 기능적 요구 사항을 충분히 지원하는 것으로 평가된다.

최근 주목받고 있는 기능성게임 분야에서는 모바일 게임의 가능성이 특히 커지고 있다. 본 연구는 기존의 게임 및 연구에서 이용자의 특성에 관해 연구하지 못했던 부분에 포커스를 맞추어 이용자의 생각을 알아보고자 했다. 연구목 적을 수행하기 위해 선행연구를 통해 교육용 모바일게임에 관한 이론적인 부분을 찾아내었고, 이를 이용자에게 설문 을 통해 결과를 얻고자 하였다. 연구결과 모바일의 특성인 이동성, 접근성도 높게 나타났으나 이용동기가 가장 큰 이 용자의 특성이었으며, 기능성 또한 특성이 높은 것으로 나왔다. 이에 향후 연구에서는 이용자의 특성 요인과 산업 발 전 요인의 비교를 산업 발전 방향의 측면에서도 살펴보아야 할 것이다.

Various kinds of service measurement including the development of the measurement of service quality have been developed. Especially the mobile telecommunication service being represented by the mobile communication company would be the mostly developed area. Its service development can be understood along with the development of the telecommunication companies as well as cellular companies. It is a differentiated phenomenon in the current research, such as the organic influence between the service quality and product. Of course there are such products placed on sale and enjoyed the common service, but at present there is another case that the product is on the market exclusively with the mobile company in here. This article is to estimate service efficiency for Mobile Communication and Cellular company. In this paper, We tried to measure the service quality and overall satisfaction by using Data Envelopment Analysis(DEA), degree of combination and top2box which is a little bit different methodology from traditional ones. This paper uses CCR model in DEA to measure service efficiency in the Mobile Communication.

As well as the development of the measurement of service quality, various kinds of service measurements are also being developed. Especially the mobile telecommunication service being representative to the mobile telecommunication company would be the mostly developed area. Its development can be understood along with the development of the telecommunication companies as well as cellular companies, not only the service alone. It is a differentiated phenomenon in the current research, such as the organic influence between the service quality and product. Of course there are such products placed on sale and enjoyed the common service, but at present there is another case that the product is on the market exclusively with the mobile company in here. This article is to estimate service efficiency for Mobile Communication and Cellular company. In this paper, We tried to measure the service quality and overall satisfaction by using Data Envelopment Analysis(DEA), degree of combination and top2box which is a little bit different methodology from traditional ones. This paper uses CCR model in DEA to measure service efficiency in the Mobile Communication.

Today, Advertisement affects the daily consumption life of consumers because of the features and advantages of advertisement. In particular, and so does the TV advertisement. Therefore, customer education is required for the consumers so that they can lead a rational consumption through TV advertisement quality. In addition, with the introduction of the many new-born distribution channels, the recent market environment in apparel industry is changing, and the service and image of store types consumers can choose are increasing. The purpose of this research is to offer basic data which can help consumers to acquire necessary information and conduct rational consumption through TV advertisement. Also purchasing behavior of consumers communicate, feels of consumers about store image, TV advertisement quality of what is the attitude of the relative influence presents.