The purpose of this study is to identify factors that influence consumers’ acceptance intentions towards Direct-to-Consumer (DTC) Genetic Testing service. DTC genetic testing service can be considered in two aspects: the application of new technology in genetic testing customers can directly purchase and the services for receiving the test results customer can’t directly analyze. Existing technology-based acceptance models have difficulty fully explaining consumers’ acceptance intentions towards DTC genetic testing services. Therefore, this study aims to propose a new acceptance model considering these two characteristics. A survey was conducted with 377 potential consumers for this research. The analysis revealed that health interest, prior knowledge, subjective norms, innovativeness, perceived usefulness, and perceived value affect consumers’ acceptance intentions. The results obtained through this study can help establish strategies and marketing plans necessary for the diffusion of services, such as DTC genetic testing services, that combine a new technology and a service. In the long term, the accumulated DTC genetic testing results data can contribute to the development of national genetic information infrastructure and preventive medical applications, as well as improve individuals’ quality of life.

This study aims to develop a deep learning model to monitor rice serving amounts in institutional foodservice, enhancing personalized nutrition management. The goal is to identify the best convolutional neural network (CNN) for detecting rice quantities on serving trays, addressing balanced dietary intake challenges. Both a vanilla CNN and 12 pre-trained CNNs were tested, using features extracted from images of varying rice quantities on white trays. Configurations included optimizers, image generation, dropout, feature extraction, and fine-tuning, with top-1 validation accuracy as the evaluation metric. The vanilla CNN achieved 60% top-1 validation accuracy, while pre-trained CNNs significantly improved performance, reaching up to 90% accuracy. MobileNetV2, suitable for mobile devices, achieved a minimum 76% accuracy. These results suggest the model can effectively monitor rice servings, with potential for improvement through ongoing data collection and training. This development represents a significant advancement in personalized nutrition management, with high validation accuracy indicating its potential utility in dietary management. Continuous improvement based on expanding datasets promises enhanced precision and reliability, contributing to better health outcomes.

The focus of this paper was on the establishment of a service design model for digital fabrication. Service design processes and tools were used to identify problems of current digital fabrication systems. Augmented reality was deployed to substantiate two-dimensional information by combining it with digital fabrication equipment to enhance interactivity and engagement. The fuzzy Delphi method was used to consult the expert’s opinions to optimize the model for increasing overall system satisfaction. A two-dimensional quality questionnaire was designed to survey the participant’s opinions on the system’s satisfaction. The result indicated that the participants reacted positively to augmented reality and the service design model. The result of this paper was helpful for the exchange and diffusion of digital knowledge to strengthen people’s interaction with information. It can improve the efficiency of entire value chains, including product development, marketing and service, which is crucial to future innovative design and fabrication practice.

이 논문은 한국산업경영시스템학회 연구윤리위원회 심의(2024.7.3.)결과, 중복게재가 확인되어 게재가 철회된 논문임. This study is to identify the maintenance service quality of eco-friendly cars, which are rapidly increasing recently. Research is conducted by synthesizing research from the perspectives of internal employees and external customers by using the service profit chain model. Specifically, it is to study the overall structural relationship between internal customer satisfaction, physical quality, interaction quality, outcome quality, external customer satisfaction and long-term orientation. For the study, 202 questionnaires were collected from internal employees and 204 questionnaires from external customers. The results of testing the research hypotheses targeting the internal employee group are as follows. As a result of testing hypothesis 1, internal customer satisfaction has a significant positive (+) effect on physical quality and interaction quality. As a result of testing hypothesis 2, the service quality of eco-friendly car maintenance has a significant positive (+) effect on each other. As a result of testing hypothesis 3, physical quality and outcome quality have a significant positive (+) effect on external customer satisfaction. The results of testing the research hypotheses targeting an external customer group are as follows. As a result of testing hypothesis 2, in the relationship between eco-friendly car maintenance service quality, physical quality has a significant positive (+) effect on interaction quality, and interaction quality has a significant positive (+) effect on outcome quality. As a result of testing hypothesis 3, interaction quality and outcome quality have a significant positive (+) effect on external customer satisfaction. As a result of testing Hypothesis 4, external customer satisfaction has a significant positive (+) effect only on intention to reuse. Finally, as a result of examining the difference in perception between the internal employee group and the external customer group in eco-friendly car maintenance service quality and external customer satisfaction, it was verified that there was a significant difference only in outcome quality and external customer satisfaction.

생물다양성협약(CBD)에서는 전 지구적으로 발생하는 환경문제의 대응방안으로 육상의 17%를 보호지역으로 지정 하도록 할 것을 권고하고 있다. 우리나라도 국제적 수준에 맞춰 보호지역을 지정하고 보호지역 지정이 가지는 의미를 설명할 필요성이 생겼으며, 이에 따라 생태계서비스에 관한 연구의 필요성이 요구되고 있다. 우리나라는 보호지역 지정을 자연공원법에 의해 위계별로 국립공원, 도립공원, 군립공원으로 지정하고 있다. 그러나 정치, 행정적 측면이 우선시되면서 생태계서비스 가치평가 연구 및 서식지 관리가 국립공원에 편중되어 도립 및 군립공원은 다소 미비하여 연구의 필요성이 있다. 본 연구에서는 국립공원에 비해 서식지 관리 및 생태계서비스 가치평가 연구가 미비한 가지산도 립공원을 대상으로 InVEST 모델 중 InVEST Habitat Quality 모델을 사용하여 서식지 질을 평가하고, 분석 결과를 16개의 산악형 국립공원과 비교하였다. 분석 결과 가지산도립공원의 서식지질 값은 0.83이었으며, 주변 지역에 비해 서식질 질이 높게 나타났다. 3개 지구별 서식지질 차이를 분석한 결과 통도사지구와 내원사지구가 0.84, 석남사지구가 0.83으로 나타났고 용도지구별로는 자연보존지구, 자연환경지구, 문화유산지구, 공원마을지구 순으로 서식지질 값이 높게 나타났다. 기존 국립공원 서식지질 분석 결과와 비교한 결과 가지산도립공원은 무등산국립공원 수준의 자연성을 나타내었다. 이러한 결과는 추후 도립공원의 생물다양성 보전 및 생태계서비스 증진을 위한 정책 수립과 관리방안 수립의 객관적인 자료로 활용될 수 있을 것이다.

본 연구의 목적은 비데를 아이템으로 선정해 시니어의 특성과 니즈를 충족시키기 위한 제품기반 서비스디자인을 제안하는데 목표를 두고 진행하였다. 최근 초고령화가 급속히 진행되고 있으나 시니어에 대한 이해가 부족하고, 시 니어를 위한 PSS 개념의 서비스디자인 연구가 미흡한 편이다. 본 연구에서는 4D 더블 다이아몬드 디자인 프로세스 모델을 활용하여 시니어의 특성과 니즈를 반영한 ‘시니어 중심의 비데 제품서비스디자인’ 개선방안을 제안하고자 한다. 연구의 방법은 PSS 개념에 기반하여 ‘4단계 더블 다이아몬드 디자인 프로세스 모델’을 활용하였다. 이를 위해 시니어 대상 질적 리서치를 수행하여 시니어의 특성과 니즈에 따른 사용자 가치 요소를 도출하였으며, 이를 기반으 로 제품서비스 아이디어를 발굴하여 실무 전문가 그룹의 유용성 리뷰를 반영한 프로토타입을 제안하였다. 연구의결과는 첫째, ‘사용자 맞춤 기능 설정 가이드 스마트 앱 서비스’를 제안하였다. 사물인터넷(IoT) 기술을 접목한 비데 와 스마트 폰이 연동되어 사용자 특성 정보와 비데 제품에 대한 정보를 자동으로 해석하여 맞춤 기능을 가이드해주 는 앱 서비스를 제시하였다. 둘째, ‘사용자 중심의 제품서비스 인터페이스’를 적용한 조작부 및 리모컨 UI를 제안하 였다. 시니어의 사용성 및 인지능력을 고려하여 주 기능 중심의 구성과 과업(Task) 순서에 따른 버튼 배치, 터치 화면 형 리모컨 등 단순하고 직관적인 Physical UI를 제안하였다. 셋째, 정기적인 제품 점검뿐만 아니라 사용자 건강 및 사용 공간의 위생, 청결 등 폭넓은 서비스를 제공하는 ‘제품과 헬스/위생 케어가 연계된 비데 케어서비스’를 제안하 였다. 결론적으로 사용자(시니어)의 비데 제품 사용 과정(사용 전-중-후)에서의 페인포인트(Pain Point) 및 요구를 발 견하고 개선하여 사용자 경험과 관계 품질을 향상시킬 수 있는 제품기반 서비스디자인 방법론을 제안하였다.

The purpose of this study was to investigate the sustainable practices of nutrition science teachers and dietitians working in school food service operations, and identify the social and psychological factors which affect the overall efficacy of the system. The research model was constructed based on the Extended Theory of Planned Behavior (ETPB) in order to analyze how individual motivation affects the sustainable practices of nutrition science teachers and dietitians. The data were collected through e-mail and postal mail from nutrition science teachers and dietitians all across Korea, and self-administered surveys were conducted. SPSS and AMOS programs were used for statistical analysis. First, the sustainable practices of nutrition science teachers and dietitians were analyzed in 6 different categories. Second, the significant pathways were 6 out of 9 in the ETPB model. Sustainable food service practices in school can contribute to the formation of more a sustainable culture, such as through the encouragement of more healthy eating habits, and higher level of environmental awareness and community awareness. The factors influencing these practices can be applied to the design of improvement programs aimed at increasing sustainable practices.

예비유아교사의 글로벌 마인드는 미래사회의 글로벌리더인 유아와 그 가족뿐 만 아니라 미래의 글로벌 시민교육의 측면에서 매우 중요하다. 본 연구는 포괄 적이고 광범위한 글로벌 마인드의 개념에 대한 교직인성관련 구성요인을 탐색 하고, 교직인성교육을 실행하였다. 예비유아교사의 글로벌 마인드 함양을 위해 J지역 예비유아교사 175명을 대상으로 6개요인 28문항을 구성하였다. 프로그램 실행 결과, 사전-사후 비교 및 학년별 비교에서 통계적으로 유의한 차이를 나타내었다(p< .05). 예비유아교사의 글로벌 마인드 함양과정은 미래에 사라질 직업이라는 불안감 과 두려움으로 나타났으나, 다름은 다양함으로, 두려움은 호기심으로, 회피적인 성향은 다가서려는 노력으로, 낯설음은 새로움으로 변화과정을 나타내었다. 교직인성과 관련해 포괄적인 개념을 모두 반영하지 못한 제한점이 있으나, 예비유아교사의 글로벌 마인드 함양을 위한 교육모형을 제시한 점에서 의의를 찾아볼 수 있다.

The environmental changes in the Korean cosmetic medical service industry in the 21st century are forming intense competition among medical institutions due to the quantitative expansion of its market. For stable growth of the cosmetic medical service industry, continuous quality improvement is necessary based on empirical research on the quality of cosmetic medical services rather than external expansion. The purpose of this study is to classify the quality attributes of cosmetic medical service using Kano model and to derive the degree of satisfaction and dissatisfaction of each quality attributes through Customer Satisfaction Coefficient (CSC). Through this, the study identified strategic priorities and suggested specific step-by-step approaches and quality improvement priorities that can increase customer satisfaction using the Potential Customer Satisfaction Improvement Index (PCSI Index). Based on SERVPERF, this study used measurement tools consisting of five dimensions : tangibles, reliability, responsiveness, assurance, and empathy. In addition, it was used of measurement items reconstructed into positive, negative, and satisfaction questions for Kano model analysis, CSC analysis, and PCSI Index analysis. A total of 300 medical consumers who experienced cosmetic medical services for the past one year in medical institutions such as plastic surgery and dermatology were collected with convenient sampling. As a result, urgent items for improving the quality of service using the PCSI Index, ‘Consideration for customer benefits’ in empathy category was followed by ‘Immediate help’ and ‘Sincere response’ in responsiveness category, and ‘Understanding customer needs’ in empathy category, respectively. That is, it is required to improve human service quality attributes such as empathy and responsiveness rather than physical service quality attributes. This study contributes practically in that it provides specific and discriminatory approaches to improve customer satisfaction on cosmetic medical service quality and suggests improvement priorities.

This study examined the service quality attributes of the CVS (Convenient Store) packed meal products by applying the Kano model. The main survey was conducted by a research company using an online survey in the form of a selfadministered questionnaire. The 499 samples were limited to customers who had experienced CVS packed meal products within the last months. A total of 14 service quality attributes of the CVS premium packed meal products were categorized as four attractive qualities, one must-be quality, three one-dimensional qualities and six indifferent qualities. According to the Better and Worse quotient designed by Timko, ‘coupon and sales promotion event’, ‘healthy menu configuration’, and ‘balanced nutrition’ had higher levels of the Better coefficient. On the other hand, ‘hygiene and cleanliness’, ‘the delicious food’, and ‘fresh ingredients’ showed a higher Worse coefficient. The results also suggest that each service quality attribute is not a single dimension but a complex attribute. As a result, this research suggests that marketing practitioners should immediately identify consumer’s changing perception of quality to attract new customers and prevent existing customers from leaving in the CVS premium packed meal products segment.

Among service industries of knowledge based economic era, the roles of educational service field are becoming more important and standard of educational service makes a direct effect on economic development and social growth. Therefore, accurate measurement of service quality is the most important assignment and the measurement of the service quality remains difficult assignment. So, this researcher classified quality attributes applying weighted value and found potential satisfaction level(PSL) and potential customer demand improvement index(PCDI) for trainees participating in national manpower business so as to suggest measurement of service quality and easiness of use and then, calculated satisfaction position and opportunity cost by quality factor with Taguchi’s loss fraction. And, improvable satisfaction level was measured, opportunity cost by degree of customer dissatisfaction was quantitatively measured, and a model that can indicate with economic factors was suggested. In addition, methodology of measuring quality cost that can be reduced by quality improvement and direction of strategic decision-making for deciding items to be improved preferentially were suggested with qualitative index that can indicate the degree of customers’ dissatisfaction by loss.

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.

PURPOSES : This study was conducted to develop a traffic accident prediction model using traffic accident data and management and service evaluation data on bus companies in Busan, and to determine the possibility of establishing customized traffic accident prevention measures for each company. METHODS: First, we collected basic data on the characteristics of urban bus traffic accidents and conducted basic statistical analysis. Then, we developed traffic accident prediction models using Poisson regression and negative binomial regression to examine the characteristics of major items of management and service evaluation affecting traffic accidents. RESULTS : The Poisson regression model showed overdispersion; hence, the negative binomial regression model was selected. The results of the traffic accident prediction model developed using negative binomial regression are acceptable at 95% confidence level (a = 0.05). CONCLUSIONS : The traffic accident prediction model indicates that the management of the traffic record system and internal and external management items in service evaluation have a significant effect on the reduction of traffic accidents. In particular, because human factors are the main cause of traffic accidents, bus traffic accidents are expected to greatly decrease if drivers' dangerous driving behaviors are effectively controlled by bus companies.

Introduction The idiom “you are what you own” has been considerably transformed into “you are what you can access”. The shift from ownership to access, the results of endless hyper-consumption, and the change in value mindsets initiated a new phenomenon, which is Sharing Economy (SE). SE has grown rapidly and refers to an entirely new business model, socio-economic ecosystem, and context for sharing the access to goods and services in technology-enabled peer-to-peer (P2P) ecosystems or consumer-to-consumer (C2C) engagement platforms. According to Botsman and Rogers (2010), SE is a result of the linkage between offline and online world, which was triggered by the society to overcome natural resources constraints. Resources in SE can be tangible (e.g., cars and homes) and intangible (e.g., expert local knowledge and labor). SE allows the sustainable use of idle resources, and it enables sellers to create new and flexible opportunities to market to consumers who experience personalized and even customized products and services at lower prices (Yang, Song, Chen, & Xia, 2017). SE opened up new horizons for a considerable number of new players across industries from a supply perspective by broadening the options for supply, which also remedies the response to peak demand. SE has given a rise to the humanization of consumer-supplier relationship in tourism and hospitality (TH), and sharing has become a mainstream practice in this context. The recent shift of customers‟ willingness to share accommodation with a host as opposed to using a private hotel room has many implications for TH (Lu & Kandampully, 2016). For example, Airbnb has become one of the most prominent competitors in hotel industry, and it enables people to lease or rent short-term accommodation including vacation rentals, apartment rentals, homestays, and even experiences via instant booking. From cash-strapped travelers to high-end business travelers, Airbnb has revolutionized the TH service in a new form of contractual relationship and gained a well-grounded popularity. Some scholars, on the other hand, argued that SE is a “fundamentally different business model” which could make it a new marketplace instead of a direct competitor in hotel industry. From this point of view, Airbnb do not compete or pose a challenge to traditional TH services but extend the concept of TH (Lu & Kandampully, 2016). Hotel industry has reactively responded to the direct, indirect, and induced effects of Airbnb to economy, and Airbnb‟s impact on hotel industry have recently been researched by several scholars (Mody, Suess, & Lehto, 2017; Priporas, Stylos, Rahimi, & Vedanthachari, 2017; Zervas, Proserpio, & Byers, 2017). Customer engagement in TH has been empirically found to enhance customers‟ service brand evaluation, brand trust, and brand loyalty (So, King, Sparks, & Wang, 2016). Guests attach great importance to motivational drivers, more meaningful “beyond-purchase” social interactions and unique experiences in authentic settings, which give rise to customer engagement beyond the service encounter. Disruptive innovation theory also states that products or services that offer alternative benefits compared to conventional attributes can transform a market and attain a critical mass, which can be observed in Airbnb‟s story (Young, Corsun, & Xie, 2017). Airbnb is successfully promoting the mottos of “Belong Anywhere” and “Don’t Go There. Live There” to their guests. The feelings of trust and belonging were negatively changed by mass production and noncustom travel experiences, and people sometimes forgot the meaning of community due to high tendency of prestige and advertising. Consumers‟ changing attitudes towards utilization and accessibility compared to ownership created an indirect need for intimate connection between people, namely human connection. Then, social concerns upon products and services gave a rise to mass-customized product and service expectations of consumers. This is where Airbnb‟s value proposition comes into play. First, it creates not only financial but also personal rewards through a “personal concierge” and a “home away from home” experience. Second, Airbnb is not a simple transaction, rather it is deemed to be a lifetime experience. So “guest experience” is at the heart of Airbnb‟s strategic position. From the “experience” point of view, SE has also opened up new rooms for service research. Service in the context of Airbnb is considered as an experience, rather than a utilitarian relation. Also, service quality has always been a critical factor in highly-competitive service industries like TH. Service quality perception is multi-faceted, and the studies focusing on it are rather limited, especially in hotel industry. These studies highlighted the complexities associated with evaluating service quality and the contribution of service process delivery on service outcomes, which results in the perception of service quality. Therefore, perceived service quality can be influenced by different internal processes and interpersonal variables. In order to study service quality in Airbnb, the types of settings in this context are to be noted. There are two main types of hosting via Airbnb: (1) remote hospitality, which refers to hosting situations in which the host does not physically share the place with the guest (e.g. booking the entire place), and (2) on-site hospitality, where the host is physically present and sharing the apartment with the guest. Mainly, on-site hospitality is an important part of the sociability within the host–guest relationship. Priporas et al. (2017) studied service quality in the context of remote hospitality, and we decided to respond to their relevant call for future research on the other type of Airbnb accommodation, which is on-site hospitality referring to “Shared Rooms” and “Private Rooms” in Airbnb‟s listings. “Shared Rooms” refer to an exact communal experience with the host, and guests sleep in a space that is shared with others and share the entire space with other people. “Private Rooms” refer to privacy, to some extent, in which guests (i) value a local connection (ii) have their own private room for sleeping and (iii) may share some spaces with others. We do expect that human connection and experience gap can be better researched with on-site hospitality existing in “Shared Rooms” and “Private Rooms”. This is because hosts design their services to create and build a relationship with their guests, leading to superior guest experiences and the so-called positive moment-of-truth. In addition to the online storytelling on hosts‟ home pages, the most important moment-of-truth is created during the guests‟ stay at the host‟s place; thus, the host plays a major role in the customer‟s perception of service and the subsequent review of the experience (Lu & Kandampully, 2016). Considering the previously mentioned “experience gap” in the literature, our research question and relevant sub-questions are as follows: • What are the antecedents of perceived service quality in Airbnb on-site hospitality? o How well does SERVQUAL suffice for measuring perceived service quality in this context? o How well the cognitive and attitudinal factors expand this measurement? o What are the additional perceived service quality factors that can be derived from guests‟ online textual reviews to remedy the “experience gap”? Literature review Cheng (2016) conducted a systematic review of SE by using co-citation and content analysis of papers, and the findings reveal three distinct research areas of SE: (1) SE‟s business models and its impacts, (2) Nature of SE, and (3) SE‟s sustainability development. Moreover, two unique areas, specifically in TH, were identified: (1) SE‟s impacts on destinations and TH services and (2) SE‟s impacts on tourists. The comparison of both literatures has revealed limited expansion in TH literature despite the fact that TH are at the frontier of SE (Cheng, 2016). Pesonen and Tussyadiah (2017) conducted cluster analysis to identify user profiles corresponding to consumer motivations for using TH services of SE. They concluded that a consumer group uses TH services of SE to make their trips more convenient, while another group uses these services mostly for social reasons. Yang et al. (2017) studied the loyalty in SE services from relational benefits perspective and concluded that confidence and social benefits have significant and positive effects on commitment in SE services. Molz (2014) introduced the term „Network Hospitality‟, which is relatively new and rooted in old traditions of welcoming strangers. Airbnb represents just one of many types of network hospitality, and in Airbnb, trust is almost shaped based on peer reviews, not solely on one-to-one peer interactions. The online review information becomes the basis for members‟ reputation in the network. The information accumulated on Airbnb‟s online platform helps both parties to establish their reputation, as well as publicizing their personalities, thereby facilitating the process of finding the best match. Moreover, there are hundreds of people working in Airbnb‟s customer service, trust, and safety departments who are devoted to ensuring the intimacy provision of trusted services. Airbnb requires all hosts to abide by their “Hospitality Standards”, which include expected levels of cleanliness, commitment, and communication. The flexibility, reliability, and consistency of Airbnb‟s service providers help them to build and maintain the relationship Airbnb enjoys with their guests and hosts (Lu & Kandampully, 2016; Zervas et al., 2017). Pine and Gilmore (1998) predicted the rise of experience in their seminal study, referring to the “experience economy” and also stating “As goods and services become commoditized, the customer experiences that companies create will matter most.” They called this as “Staging Experiences”. Also, there exists evidence in literature that providers are shifting their focus from product- and service-oriented to design of quality experiences. In terms of the glamour of SE in TH, a “more unique experience” is deemed to be second only to better pricing. Airbnb may eventually address all elements of the accommodation experience, from travel reservations to ticketing for local attractions. Consumers are looking for local authenticity in their travels. Psychological authenticity refers to emotional genuineness, self-attunement, and psychological depth (Walls, Okumus, Wang, & Kwun, 2011). If TH industry is to surpass its SE competition in terms of guest experience, it should leverage an expanded experience economy paradigm that incorporates additional dimensions (Mody et al., 2017). Authentic host-guest experiences probably only exist between like-minded and privileged members who possess high cultural capital (Cheng, 2016). With that, Walls et al. (2011) have suggested the need for researchers to identify specific dimensions “that exist in both our everyday and tourist experiences”. Both in Airbnb and traditional TH, guest satisfaction and likelihood to reuse are driven by similar factors such as quality and utility of services, trust to the host, and economic value. There are several models for measuring service quality, including SERVQUAL (Parasuraman, Zeithaml, & Berry, 1988) and SERVPERF (Cronin & Taylor, 1992). Service quality literature received widespread attention after the seminal work by Parasuraman et al. (1988) as they proposed the gap model and developed SERVQUAL (an attribute-based technique) as a tool for measuring service quality. According to SERVQUAL, service quality consists of five dimensions measured by a total of 22 items. The proposed five service quality dimensions are tangibles, reliability, responsiveness, assurance, and empathy. SERVQUAL basically requires measures of expectations and performance, and service quality is calculated from subtractions between these two components (i.e., performance [P] - expectations [E]). Regarding service quality in TH, Akbaba (2006) utilized SERVQUAL for business hotels, and Priporas et al. (2017) inquired SERVQUAL‟s applicability in Airbnb context with promising results. The major distinction between two research directions (i.e. hotels vs. Airbnb) is that even though guests expect similar core services such as clean rooms and comfortable beds, different attributes support the competitive advantage of hotels and Airbnb. While conveniences offered by hotels are unparalleled by Airbnb accommodation, the latter appeal to consumers driven by experiential and social motivations (Pesonen & Tussyadiah, 2017). Research model This research aims to identify the antecedents of perceived service quality of guests‟ in Airbnb on-site hospitality context. Our research model is presented in Figure 1, and it is subject to enhancement through the analytics of guest reviews. A survey will be developed to test the proposed research model. The items of constructs will be mainly derived from extant literature and enriched with the linguistic and textual analysis of reviews. Firstly, factors shaping expectation are predicted as per the literature and preliminary analysis of random guest reviews: (i) host‟s reputation capital (e.g., ratings and reviews), (ii) host‟s photos, (iii) guest‟s past accommodation experience, and (iv) word of mouth. Secondly, SERVQUAL part in the model is the same as proposed by Parasuraman et al. (1988). Last but not least, Airbnb is deemed to promote global geographical imaginaries (e.g., collaboration, social equity, solidarity, community, trust, reciprocity, altruism, autonomy, intimacy, and authenticity) to justify their business model (O‟Regan & Choe, 2017). Finally, regarding the guest review analysis, Airbnb has a detailed review mechanism, and we have gathered the publicly available reviews that are up to 500 words. We have observed cognitive and attitudinal dimensions within reviews through text analytics and grouped those in the research model as follows: • Intimacy: The emergence of intimacy as a commercial value in TH industry has been researched. (e.g., How well people know each other? How people occupy space together? How people share private information, family pictures, furniture choice etc.?) (Prager, 1997) • Authenticity: We focus on the existential authenticity (i.e., being one‟s true self or being true to one‟s essential nature) from guests‟ perceptions (e.g., Is Airbnb like ‘living the local life’?) (Lalicic & Weismayer, 2017) • Commitment: It refers to the consistent behavior of Airbnb hosts in terms of social and cost components. (e.g., How well hosts abide by Airbnb policies and procedures? Do hosts have ongoing effectiveness of service?) (Lu & Kandampully, 2016) • Privacy: It refers to the psychological zone to disclose personal and cultural values. Informational and physical privacy threats are important in Airbnb context (Lutz, Hoffmann, Bucher, & Fieseler, 2017). • Security: It refers to the state of being free from danger or threat. According to Yang and Ahn (2016), security in Airbnb‟s services is a more powerful antecedent of attitude toward Airbnb than significant dimensions of motivation toward SE, such as enjoyment and reputation. With that we will only elaborate on interpersonal security in Airbnb (i.e., between host and guest, not between guest and Airbnb). Conclusion SE is a fairly new and multi-disciplined field that covers open rooms for research, and specifically, Airbnb is one of the most prominent businesses in this context. The literature review presented underlies the infancy of well-grounded studies covering service quality perceptions of customers in SE. Seeking for additional dimensions from Airbnb guests‟ reviews is a novel research approach in studying customer engagement, and those dimensions shall be included in the research model. This research has certain limitations. Our perceived service quality conceptualization requires empirical validation to establish the boundaries of the construct. The guest reviews in Airbnb are subject to data quality issues. Also, reviews should contain substantial amount of words up to a certain threshold. Data collection from emerging world regions is rather tough since Airbnb is not widespread across those regions. Thus, US and European countries will be firstly taken into account, where the use of Airbnb is quite common. The study is expected to provide useful insights for TH practitioners and managers. It can underlie the factors that trigger customer engagement in this context. Cognitive/attitudinal factors are foreseen as the differentiators, which stand as the basis for service design and delivery.

Introduction Service quality is becoming an important business factor even in the business-to-business markets. Actually, the various service factors such as technical level, lead time and after-sales service play the role as the important factors regarding decision making on purchasing other than price in the trade of B2B market. Most researches that measure the service quality in service field have focused on B2C consumer goods and the limited number of researches are only being carried out regarding the service quality in B2B area. Initial studies in B2B borrowed the service quality scale that was made mainly based on consumer goods (Gounaris 2005) by partially using the measure of SERVQUAL that was developed and collected by Parasuraman et al. (1988). In this study, we tried to investigate two main objectives: (1) develop the measurement scale to facilitate assessments of B-to-B service quality and (2) investigate the structural model which deals with the relation between the service quality and B2B relationship performance. Considering that most previous researches about service quality were conducted in the business-to-consumer area, this study conceptualizes the various quality aspects of service that are considered in B2B market and proposes our research model which is the detailed quality measurement scale of B2B service. We developed a measurement scale called B-SERVQUAL for B2B service quality and tested research hypotheses and structural model. Conceptual background This study carried out the comparative analysis against the measured items of previous researches and the contents acquired from the qualitative research. Various different measuring items and aspects related with service quality evaluation can be drawn out through the in-depth interview with companies’ purchasing staffs. To develop items for B2B service quality scale, we followed the procedure proposed by Churchill(1979), and Gerbing and Anderson(1988). First, in-depth interview with purchasing staffs was performed regarding transaction experience with B2B service providers. As proposed by Homburg and Garbe(1999), B2B service was classified into professional service that is provided by service expert company and industrial service that is provided by manufacturer of machine equipment. The responders were instructed to answer some important factors required to evaluate service providing company and items for current service provider to improve. After performing the pre-test with the filtered measuring items, the scale of service quality specialized for B2B service was developed after checking reliability and validity of measurement items. Based on such results of pre-test, we finally carried out the survey of respondents of B2B companies. Our final scales to measure the service quality were composed of 5 factors with 19 items such as economic quality, technical quality, process quality, empathy quality and convenience quality. We determined to call this scale ‘B-SERVQUAL’. Research design We developed research hypotheses and proposed our research model to analyze the effects of service quality on relationship performance in B-to-B market. To verify the sets of hypotheses and study model, we conducted questionnaire survey, targeting the personnel in purchase departments of public corporation and in the field of distribution/logistics, financial services, construction, manufacturing (electricity / machine, textile leather, food). A total of 250 questionnaires were distributed directly or through mail and 230 responses were used for the final analysis. Result and conclusion Through the confirmatory factor analysis, reliability and validity of the study constructs were verified. By using the structural equation model, research hypotheses were tested and most research hypotheses were statistically significant and accepted. The final research model also showed the statistical significance with the goodness-of-fit indices. We found that service quality has a positive effect on relationship bonding, indicating that the superior service quality of service providers leads relationship bonding with buyers. Five dimensions considered in this study bring not only structural bond but also the social bond that refers to the emotional bonding. Relationship bonding has a positive effect on commitment. Relationship commitment appeared to be an important factor that has a positive effect on relationship performance, which demonstrates the reduction of management cost through commitment. This study reflected the economic and convenience aspects of services that haven’t been highlighted in the previous studies in the business marketing area. This study has academic implications in that it reflected the economic aspects of services, which have been dealt with conceptually by some scholars such as profitability, productivity, and cost. From the viewpoint of B2B service providers, the B-SERVQUAL proposed in this study will be helpful guide for B2B marketers to specifically identify the customers’ needs and manage their service quality in the business market.

The flow of the 4th Industrial Revolution calls for fundamental changes in the way of business pursued by manufacturing companies. In the service industry, various business models have been developed to include tangible products in services in order to secure differential competitive advantage in the market. Discussion of servitization and productization in academic research reflect the trends of these industries, and related researches are widely carried out in business administration, engineering, and design fields. In the meantime, customer value created by manufacturing companies and service companies has been proposed mainly about function, quality and utility of products or services. However, E3 Value (economic, ecological, experience), which is discussed from the viewpoint of product-service system (PSS), is newly recognized as an important factor in creating customer value. The purpose of this study is to develop a measurement model for the effects of product value, service value, and newly illuminated E3 Value on various business performance of a company. This study suggests a research model to extend the discussions on E3 Value, which was limited to concept studies and case studies, to empirical studies.

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)