Earticle

본 연구는 고객 네트워크와 공급자 네트워크, 그리고 혁신성과간의 관계에서 T자형 기술의 역할을 규명하기 위해 수행되었다. 기업 간 협력관계를 효과적으로 관리하기 위해서 필요한 요소는 관련 선행 지식이다. 흡수역량의 전제조건은 새로운 지식을 인지하고, 완전히 이해하고 이를 적용하기 위해서 기업이 관련 선행 지식을 보유하고 있어야 한다는 것이다. 이러한 관점에서 T자형 기술은 새로운 관련 지식의 학습을 용이하게 해주며, 혁신 성과에 중요한 요소이다. 실증분석 결과 T자형 기술은 네트워크와 혁신성과 간의 중요한 매개변수로 작용하는 것으로 나타났다. 본 연구는 이를 통해 앞으로 고객 및 공급자와의 네트워크를 구축하고 적극적으로 활용하는 기업에게 어떻게 구축된 네트워크를 통한 효과를 극대화 할 수 있는지 그 방향성을 제시하고 있다.

The purpose of this study is to identify the role of T-shaped skill between customer/supplier network and innovation performance of firms. To manage effectively the relationship between collaborative firms, firms need to have a prior related knowledge. The premise of absorptive capacity is that the organization needs prior related knowledge to recognize, assimilate, and apply new knowledge. In this context, T-shaped skill facilitates the learning of new related knowledge. The skill is thus a critical component of innovative capabilities. We found that T-shaped skill plays a mediating role in the relationship between networks and innovation performance. The conclusions and implications are discussed.

본 연구는 실증분석을 통해 다음의 목적을 달성하고자 하였다. 먼저 서비스지배논리를 기반으로 서비스 시스템에 대한 이론적 체계를 확립하고자 하였다. 둘째, 서비스 가치 창출 메커니즘의 주요 구성요소들(고객과 공급자)과 서비스 혁신과 서비스 품질에 미치는 영향을 분석하였다. 마지막으로 서비스 제공 기업이 보유하고 있는 흡수역량이 가치창출 구성요소와 서비스 혁신과 품질 사이에서 어떠한 역할을 수행하는지를 살펴보았다. 이런 목표를 달성함으로 서비스 시스템에 대한 정확한 이해를 할 수 있고, 조직 내부 구성원들의 흡수역량이 가치창출 과정에서 어떠한 역할을 수행하는 지를 파악할 수 있다. 실증분석의 결과, 고객들 간의 상호작용을 위한 네트워크인 고객몰입은 서비스 혁신, 서비스 품질, 그리고 흡수역량에 모두 유의한 영향을 미치는 것으로 나타났다. 둘째, 기업 외부 공급자간의 관계를 의미하는 공급자몰입은 서비스 혁신과 혁신역량에는 유의한 영향을 미치나 서비스 품질에는 그렇지 않다는 것으로 나타났다. 셋째, 흡수역량은 서비스 혁신과 서비스 품질에 유의한 영향을 미치고, 서비스 혁신과 서비스 품질 또한 기업성과에 유의한 영향을 미치는 것으로 나타났다. 마지막으로 흡수역량의 간접효과를 분석하였는데, 고객몰입이 서비스품질과 서비스혁신에 미치는 효과는 직접효과가 더 크고, 공급자몰입은 서비스 혁신에 미치는 효과는 직접효과가 더 크나 서비스 품질에는 간접효과가 더 큰 것으로 나타났다. 이는 기업의 서비스 품질 향상에는 조직 구성원들의 흡수역량이 중요하다는 것을 의미한다. 이상의 결과를 미루어 볼 때 본 연구는 다음과 같은 시사점이 있다. 먼저 가치창출 주체들과의 관계에 대해 실증분석을 실시함으로, 앞으로의 서비스 시스템 분야에 대한 실증연구 방향을 제시했다. 또한 서비스지배논리 궁극적인 목표라 할 수 있는 서비스혁신과 서비스 품질, 그리고 흡수역량과의 관계를 입증하였다는 점이다.

This study is to conduct an empirical study with goals as follows: (1) to lay theoretical foundation regarding service system, (2) to explain empirically how service system entities, customer and supplier, influence service innovation and quality, (3) to explore how absorptive capacity of an organization influences the value-creation entities, service innovation and quality. It is thus to further our knowledge of operations of service systems. Through the statistical analyses, it was concluded as follows: (1) Customer engagement as in the interaction network has a significant relationship with service innovation, quality and absorptive capacity. (2) Supplier engagement between various levels of supplier chain has a significant relationship with service innovation and absorptive capacity, but is insignificantly related to service quality. (3) Absorptive capacity, it was shown, has a significant relationship with service innovation and service quality, both of which are significantly related to business performance. (4) In the analysis of indirect effect of absorptive capacity, customer engagement has greater effect on the service quality and service innovation, while supplier engagement has greater direct effect on service innovation, and greater indirect effect on service quality. This finding suggests that absorptive capacity of organizational members should be treated as an important factor for the improvement of service quality. This empirical study on the relationships between the value-creation entities has been able to propose available research direction in the area of service system. Furthermore, it has identified significant relationships among service innovation, service quality, and absorptive capacity.

A Collaborative Filtering-based recommender system collects all of customers’ transaction data and determines relevant customer set, called neighborhood, which are determined by representative measures such as Cosine or Pearson-correlation and then generates product recommendation lists from the transactions of neighborhood. Though such a procedure has been known to a very effective method, its computational overhead can be prohibitive when the customer base is large. At the same time, when the sparse level of the transaction data is high, it brings deterioration in the quality of recommendations. The paper proposes the use of a customer network, for recommendations that accommodate the large-scale and sparsity nature of the transaction dataset. What is proposed in this study is a more active form of social network application, recommender network, utilizing the fast diffusion and information sharing capability of social network. From the literature of bipartite graph, we formulate CF-based recommendation task as a network problem, and then we propose a microscopic process governing the link strength of dynamic networks as a recommendation process. In order to validate the effectiveness and the efficiency of the proposed method, we build a recommendation network for the product recommendation using real product transaction data and compare it against the traditional system based on collaborative filtering. Experiment results show that the microscopic process of the recommendation network is computationally more efficient than, but as accurate as, the global optimization process of the traditional recommender system.

테마 호텔의 급속한 발전은 호텔산업의 치열한 경쟁으로 이루어진 산물이며 테마호 텔은 대개 그들의 고객에게 다양하고 특별한 경험과 이미지를 제공하고자 한다. 본 연 구는 테마 호텔 특히, 디즈니랜드호텔에 대한 고객의 인식과 선호도를 조사하고자 수 행되었다. 이를 위해, 디즈니랜드 호텔에 대한 리뷰를 구글 트래블 웹사이트를 통해 수 집하였으며, 13,374 리뷰데이터 분석이 이뤄졌다. 리뷰에서 중요 키워드의 연결관계를 이해하고 구조를 파악하기 위해 중심성 분석(프리만 중심성 및 고유 벡터 중심성)과 CONCOR 분석을 실시하였다. 그 결과 빈도가 높은 단어가 74개 추출되었으며, 네트워 크에서의 연결 중심성과 영향 중심성이 도출되었고, CONCOR 분석에 의한 군집분석에 서는 4개의 클러스터가 생성되어 ‘Staff Service’, ‘Dining’, ‘Core Product’, 그리고 ‘Value & Family’ 라고 명명하였다. 이 연구의 결과는 테마 호텔 및 온라인 리뷰와 관 련된 향후 연구에 기초 자료가 될 수 있으며, 관련 실무자에게도 전략적 방안을 마련 하는데 도움이 되리라 기대된다.

The emerging and rapid expansion of theme hotel is the outcome of fierce competition in lodging industry and theme hotels usually provided different and special themes for their target customers. This research was conducted to explore customers’ perception and preferences for themes hotels and Disneyland hotels were taken as the research subjects. Ucinet was used for data analysis after collecting 13,374 online customer reviews of Disneyland hotels from Google travel. Centrality analysis (Freeman's degree centrality and Eigenvector centrality) and CONCOR analysis were applied to understand the semantic network of keywords in reviews. As results, 74 words with high frequency were extracted. Afterwards, their connectivity and influence in the network were calculated as well. For the clustering by CONCOR analysis, four clusters were generated and labelled as “Staff service”, “Dining”, “Core product” and “Value & Family”. Results of this study could provide research directions for future research pertinent to theme hotels. Besides, four major dimensions procured from online reviews could help industry practitioners to establish corresponding marketing strategies.

In today's competitive hospitality industry, creating a unique and memorable customer experience is crucial for success. Among various sensory elements, music plays a pivotal role in shaping the ambiance of a venue, particularly in themed restaurants such as Hard Rock Cafes. These establishments are renowned for their distinctive musical atmosphere, which is integral to their brand identity. However, the extent to which music influences customer satisfaction within these settings remains underexplored. This study seeks to bridge this gap by examining the impact of musical ambiance on customer experiences at Hard Rock Cafes worldwide. Through the innovative application of data mining techniques on customer feedback, this research provides valuable insights into the intersection of music and customer satisfaction in the hospitality sector. This study examines the influence of music on customer satisfaction at Hard Rock Cafes worldwide. Utilizing data mining techniques on Google Reviews, the research analyzes how the musical ambiance affects guests' experiences. By employing R for data cleaning, thematic analysis, text frequency, and text clustering, along with UCINET for semantic network analysis, the study uncovers significant themes and patterns in customer feedback. The findings provide insights into the role of music in enhancing customer satisfaction, offering strategic recommendations for optimizing musical environments in hospitality settings. This research contributes to a better understanding of sensory marketing in the hospitality industry and underscores the importance of culturally sensitive musical customization to improve service quality.

오늘날 소셜 네트워크를 통해 잠재고객을 발견하고 이를 바탕으로 개인화 마케팅을 수행하는 것 은 기업의 고객 발굴 및 차별화된 마케팅 수행에 있어서 매우 중요한 전략으로 인식되고 있다. 그러 나 기존 연구는 소셜 네트워크상에서 영향력 중심으로 마케팅 대상을 찾거나 사용자가 게시하는 텍스 트의 의미적 요인만 고려하는 경향이 있어 실제 잠재고객을 발굴하기에는 한계가 있다. 따라서 본 연 구에서는 소셜 네트워크상에서 주변 친구들과의 연결관계를 고려하여 주제별 잠재고객을 탐색하는 기 법을 제안한다. 제안된 기법은 대표 소셜 네트워크 서비스인 트위터(Twitter)의 사용자의 트윗과 팔 로잉 관계를 이용하였고, 설문조사를 통해 그 성능을 평가하여 제안한 기법의 우수함을 확인하였다.

Recently, discovering potential customers is recognized as a very important strategy for customized marketing in social networks. However, the existing studies mainly focused on influencers as marketing targets and tended to rely on customers°Ø historical data regarding to previous transactions, which are limited to discover potential customers continually interested in specific topics or products. Therefore, in this paper, we propose an identification method aims to discover potential customers against a topic by considering their social connections. The experiment results based on survey datasets by using a popular social network service, Twitter, show that the proposed method is more effective to discover potential customers than the conventional methods.

본 연구의 목적은 제품/서비스 개발 과정에 있어서 공급자와 고객이 언제 어떻게 참여해야 하는가는 실증적으로 규명하는 것이다. 이를 통해 이들을 어떻게 그리고 언제 참여시키는 것이 효과적인지에 대한 함의를 제시할 수 있다. 분석결과 높은 고객 참여는 전략설계와 제품/서비스 혁신간의 관계를 조절하는 것으로 나타났다. 이는 제품 개발 초기에 고객이 참여할 경우 혁신성과를 높일 수 있다는 것을 의미한다. 반대로 평가개선 단계에서 고객의 높은 참여는 제품/서비스 혁신에 유의한 영향을 미치지 않는 것으로 나타났다. 이는 평가개선 단계에서는 고객의 아이디어보다는 제품/서비스를 실현할 수 있는 전문지식이 더 요구됨을 나타낸다.

The purpose of this study is to investigate the moderating role of customer and supplier participation in the relationship between new product/service development processes and product/service innovation. The research result shows that the high customer participation plays the moderating role in the relationship between strategy design and product/service innovation. Thus, if customers give ideas in the strategy design process, the probability of new product/service innovation will be increased. The conclusions and implications are discussed.

본 연구는 급변하는 환경 속에서 생존을 위해 의료기관에 요구되는 브랜드자산관리의 필요성을 강조하기 위해 병원의 디지털고객경험이 브랜드자산에 미치는 영향을 파악하고 나아가 병원의 브랜드자산이 구전의도에 미치는 영향을 분석하였다. 본 연구는 디지털고객경험이 브랜드자산에 미치는 영향을 분석한 결과, 시각적 요인 과 브랜드자산, 기능적 요인과 브랜드자산, 고객 서비스 요인과 브랜드자산과의 관계에 대한 경로는 모두 유의한 결과를 보였다. 또한 브랜드자산과 구전의도의 관계에 대한 경로 역시 유의한 결과를 보였다. 이러한 연구결과는 의료기관의 브랜드자산 구축과 기존 고객과의 관계 강화 및 가치창출행위와 관련된 고객의 구전의도를 위해 디지 털 서비스 환경의 중요성을 강조하고 디지털 기술을 활용한 고객서비스 및 혜택의 제공을 제안하는 것에 시사점 과 연구의 의의가 있다고 할 수 있다.

The purpose of this study is to emphasize the need for brand equity management to survive in a rapidly changing medical environment by identifying the impact of digital customer experience on brand equity and analyzing the influence of hospital brand equity on word-of-mouth (WOM) intention. The main findings are as follows. As a result of analyzing the effect of digital customer experience on brand equity, the relationship between aesthetic value and brand equity, functional value and brand equity, customer service value and brand equity all showed significant results. In addition, the relationship between brand equity and WOM intention also showed significant results. These findings have practical implications for revealing the importance of the digital service environment in building hospital brand equity, in strengthening relationships with customers and WOM activities, and suggesting the provision of customer services and benefits using digital technology.

본 연구는 e-Commerce 산업의 미래 트랜드를 예측하기 위해 Coolhunting을 실시하 였다. Coolhunting 은 사회네트워크 분석을 통해 트렌드세터를 발견하고 이들의 집단지성을 통해 미래 트랜드인 Cool Trends를 읽어내는 방법이다. Coolhunting은 사회네트워크분석을 통해 실시되는데 본 연구에서는 사회 네트워크 분석 Tool 중 NodeXL을 활용하였다. e-Commerce 산업의 Cool Trends를 발견하기 위해 e-Commerce 기업, 상품, 고객서비스 유형, 고객응대직원, 고객간의 산업네트워크 연구모형을 설계하였 다. 연구모형을 통해 e-Commerce 산업의 흐름을 분석하고, 네트워크 영향력을 나타 내는 사이중앙 값과 페이지랭크값 분석을 통해 트렌드세터들의 특성을 파악하였다. 본 연구의 결과 e-Commerce 산업 네트워크는 혼돈형태에서 현재 집단지성형태의 네트워크로 변화되고 있었다. 네트워 크 영향력에 대한 분석결과 e-Commerce 시장의 Cool Trends가 VIP, 우수, 관리등급의 여성고객(트렌 드세터)들을 중심으 로 집단지성을 통한 상거래인 소셜커머스 시장이 활성화 될 것이고, 소셜커머스에서 는 소비자들에게 시맨틱한 소비를 촉진시키고, 상품군 중 화장품/미용기구/향수 상품군에서 고객 들의 구매력이 집중될 것이라는 것을 발견하였다. 본 연구결과를 통해 e-Commerce 기업이 취해야 할 전략 적 방향성을 제언하 였고, 국내 e-Commerce 기업들에게 있어서 지속적 성장이 이루어지고, 고객들에게 있어서는 양질의 서비스가 제공되기를 바란다.

This research uses coolhunting to predict the future trend of e-Commerce industry. Coolhunting is a method to take Cool Trends which are the future trend through social network analysis for discovering the trendsetter and its collective intelligence. Coolhunting is generally carried out by social network analysis while this research uses NodeXL of social network analysis tools. We designed industrial network research model for relation among e-Commerce corporation, product, the types of customer service and customer service employee to discover the Cool Trends of e- Commerce industry. According to the result of this research, e-Commerce industrial network was being changed from chaos to collective intelligence form. As a analysis result for network influences, we found that Cool Trends of e-Commerce industry invigorate social commerce industry through the collective intelligence focusing intelligence VIP, Excellence, grade of Administrating for women customers (trendsetter) and it promotes semantic consumption from customers and purchasing power will be concentrated on cosmetic, beauty, perfume product categories in social commerce. We propose the strategic direction for e-Commerce corporation and hope that domestic e-Commerce corporation continues to grow and high-quality services are provided for customers.

본 연구는 e-Commerce 산업의 미래 트랜드를 예측하기 위해 Coolhunting을 실시하였다. Coolhunting은 사회네트워크 분석을 통해 트렌드세터를 발견하고 이들의 집단지성을 통해 미래 트랜드인 Cool Trends를 읽어내는 방법이다. Coolhunting은 사회네트워크분석을 통해 실시되는데 본 연구에서는 사회네트워크 분석 Tool 중 NodeXL을 활용하였다. e-Commerce 산업의 Cool Trends를 발견하기 위해 e-Commerce 기업, 상품, 고객서비스 유형, 고객응대직원, 고객간의 산업네트워크 연구모형을 설계하였다. 연구모형을 통해 e-Commerce 산업의 흐름을 분석하고, 네트워크 영향력을 나타내는 사이중앙값과 페이지랭크값 분석을 통해 트렌드세터들의 특성을 파악하였다. 본 연구의 결과 e-Commerce 산업네트워크는 혼돈형태에서 현재 집단지성형태의 네트워크로 변화되고 있었다. 네트워크 영향력에 대한 분석결과 e-Commerce 시장의 Cool Trends가 VIP, 우수, 관리등급의 여성고객(트렌드세터)들을 중심으로 집단지성을 통한 상거래인 소셜커머스 시장이 활성화 될 것이고, 소셜커머스에서는 소비자들에게 시맨틱한 소비를 촉진시키고, 상품군 중 화장품/미용기구/향수 상품군에서 고객 들의 구매력이 집중될 것이라는 것을 발견하였다. 본 연구결과를 통해 e-Commerce 기업이 취해야 할 전략적 방향성을 제언하였고, 국내 e-Commerce 기업들에게 있어서 지속적 성장이 이루어지고, 고객들에게 있어서는 양질의 서비스가 제공되기를 바란다.

This research uses coolhunting to predict the future trend of e-Commerce industry. Coolhunting is a method to take Cool Trends which are the future trend through social network analysis for discovering the trendsetter and its collective intelligence. Coolhunting is generally carried out by social network analysis while this research uses NodeXL of social network analysis tools. We designed industrial network research model for relation among e-Commerce corporation, product, the types of customer service and customer service employee to discover the Cool Trends of e-Commerce industry. According to the result of this research, e-Commerce industrial network was being changed from chaos to collective intelligence form. As a analysis result for network influences, we found that Cool Trends of e-Commerce industry invigorate social commerce industry through the collective intelligence focusing intelligence VIP, Excellence, grade of Administrating for women customers(trendsetter) and it promotes semantic consumption from customers and purchasing power will be concentrated on cosmetic, beauty, perfume product categories in social commerce. We propose the strategic direction for e-Commerce corporation and hope that domestic e-Commerce corporation continues to grow and high-quality services are provided for customers.

이 연구는 온라인 리뷰 분석을 통하여 한옥호텔 이용객들의 인식 분석을 통해 고객 만족도에 영향을 주는 요인을 알아보고 한옥호텔 활성화를 위한 기초 자료를 제공하고자 수행되었다. 이를 위해 2013년 1월 1일부터 2022년 8월 16일까지 구글 트래블(Google Travel)에 등록된 온라인 리뷰를 수집하고 RStudio를 통해 텍스트 마이닝과 빈도분석을 실시하여 중요 단어를 선정하였으며 Ucinet6.0의 NetDraw를 이용하여 추출된 단어들의 연결 관계를 분석하고 시각화 하였다. 이후 CONCOR(CONvergence of iterated CORrelations)분석을 실시하 여 4개의 클러스터로 그룹화 하였으며, 구조적 등위성을 확인하고 시각화 하였다. 한옥호텔 이용객의 고객 만족도에 영향을 주는 요인을 알아보기 위해 요인분석과 회귀분석을 실시한 결과 ‘직원’, ‘시설’, ‘문화적 요소’의 요인이 이용객들의 만족도에 긍정적인 영향을 미치고 있는 것으로 나타났다. 이러한 연구결과를 바탕으로 이 연구에서는 한옥호텔 방문객들의 고객 만족도를 향상시키고 한옥호텔의 활성화 전략에 대한 시사점을 제공하였다.

This study was conducted to analyze customer perceptions of 'hanok hotel' through online reviews. Online reviews from 'Google Travel' were collected from January 1, 2013 to August 16, 2022. Text mining and frequency analysis were performed by RStudio to examine significant key words from the reviews. Centrality and CONCOR(CONvergence of iterated CORrelations) analysis were conducted by Ucinet 6.0. As a result, four clusters, 'traditional element', 'regional characteristic', 'physical environment', and 'core service', were generated. Factor analysis and linear regression analysis were performed to find major factors affecting customer satisfaction. 'Staffs', 'facilities,' and 'cultural factors' showed positive effects on customers' satisfaction with their hanok hotel experience. Based on these results, valuable implications to develop the future hanok hotel industry were provided.

Given that smartphone-based social network services (SNS), such as KakaoStory is now being widely used as a way for people to connect and communicate with each other, this study examines key factors leading to the continued use of SNS. People have been using PC-based SNS, such as Cyworld, for years are now using smartphone-based SNS, such as KakaoStory. KakaoStory developed by KakaoTalk has rapidly grown up as the largest smartphone-based SNS in Korea as smartphone penetration increases. It is more difficult for firms to maintain their current users over time in that alternative SNSs satisfying people's new needs are constantly emerging and evolving. In this sense, one of the most challenging issues for SNS firms is how to retain their current users in the long run. However, there are few empirical studies on this issue. Applying the IS continuance model proposed by Bhattacherjee [2001], this study explores key determinants of users' smartphone-based SNS continuance intention. The model suggests that perceived usefulness and user satisfaction are the key determinants of IS continuance intention. However, the model includes only the utilitarian value that users can obtain through the use of smartphone-based SNS, by considering perceived usefulness. Therefore, the study attempts to extend the IS continuance model by considering hedonic and social values simultaneously. More specifically, we consider subjective norms as social value that are proposed by the theory of reasoned action and the theory of planned behavior. We also consider perceived enjoyment as hedonic value that is emphasized as a key factor influencing users' behavior intention and actual behavior, particularly in the context of hedonic IS use. By considering the three values in our model simultaneously, we could offer a deeper understanding of smartphone-based SNS continuance. That is, this study could offer an explanation of how each value is associated with user satisfaction and SNS continuance intention. The customer value-satisfaction-loyalty model can strengthen the assertion that smartphone- based SNS continuance intention is determined by various different types of customer values, such as utilitarian, hedonic, and social ones. Moreover, the model provides a theoretical basis for the assertion that customer values lead to increased loyalty via customer satisfaction. In this regard, we theorize that SNS continuance intention is influenced by users' various values, namely perceived usefulness, perceived enjoyment, and subjective norms, via user satisfaction. To test the proposed research model and hypotheses, we conducted a partial least squares analysis using a total of 253 data collected on the users of smartphone-based SNS (i.e., KakaoStory). The key findings are as follows: First, it has been found that SNS continuance intention considerably depends on user satisfaction. Second, user satisfaction is determined by confirmation, perceived usefulness, and perceived enjoyment. Third, concerning the effects of the three values on SNS continuance intention, only perceived enjoyment regarded as hedonic value was statistically significant. That is, perceived usefulness considered as utilitarian value and subjective norms considered as social value had no effect on SNS continuance intention. Finally, our results indicate that confirmation increases perceived usefulness, perceived enjoyment, and user satisfaction. The results reconfirm the effectiveness of IS continuance model in predicting smartphone-based SNS continuance intention. Moreover, the results demonstrate that perceived enjoyment reflecting hedonic value is the most important predictor of SNS continuance intention. Therefore, it is imperative for firms to meet SNS users' hedonic value to retain them in the long run. Meanwhile, we could not find any empirical evidence to support the assertion that subjective norms are associated with user satisfaction and SNS continuance intention. The results lead us to conclude that when users have enough direct experience in SNS use, subjective norms have no effect on SNS continuance intention. Discussions and implications of the results are provided.

This study explores the differences of narcissistic customer financial investment in the bank's risk propensity and decision-making satisfaction. Studies have shown that overt narcissism customers have the higher degree of risk propensity. Investment professionals in overt narcissism and risk propensity between positive regulation effect is obvious, and overt narcissism and the degree of satisfaction with decision making is related; covert narcissism customer and risk propensity and decision-making satisfaction relationship is not significant and investment professionals in covert narcissism and risk propensity among regulatory role is not obvious. Covert narcissism and overt narcissism tendency and differences in risk decision satisfaction provide new ideas for the design and marketing of financial products.

Many researchers in the field of requirements engineering are now focusing on eliciting requirements only from market influencers, that is, people who have a great influence on the market success of products. However, acting on the requirements expressed by customers without validating them can cause a product to fail in the market. Therefore, the importance of a requirement proposed by a customer should be validated by various other customers. Social Network Services (SNSs) are an important tool for validating customer requirements. They offer various advantages, such as ease of access and ease of use, and the diversity of their users. We therefore propose a method for analyzing the impact of customer requirements, based on SNSs. Our proposed method considers various factors, such as the time a customer spends on transmitting messages, the number of customers receiving the messages, and the opinions expressed in the messages. The method makes it possible to evaluate the impact of a customer's requirements and to support a software project through prioritizing these requirements.

There are many airline customer evaluation data, but they are insufficient in terms of predicting customer satisfaction in practice. In particular, they are generally insufficient in case of verification of data value and development of a customer satisfaction prediction model based on customer evaluation data. In this paper, airline customer satisfaction analysis is conducted through an experiment of correlation analysis between customer evaluation data provided by Google's Kaggle. The difference in accuracy varied according to the three types, which are the overall variables, the top 4 and top 8 variables with the highest correlation. To build an airline customer satisfaction prediction model, they are applied to three classification algorithms of Random Forest, SVM, DNN and conduct a classification experiment. They are divided into training data and verification data by 7:3. As a result, the DNN model showed the lowest accuracy at 86.4%, while the SVM model at 89% and the Random Forest model at 95.7% showed the highest accuracy and performance.

최근 모빌리티 서비스와 공유 경제의 급격한 확산으로 차량 공유 서비스와 같은 새로운 산업이 등장했으며, 특 히 미국과 중국을 중심으로 카 헤일링 서비스가 크게 성장하고 있다. 카 헤일링 서비스란 플랫폼 내 승객과 가용 가능한 차량을 신속히 매칭해 승객이 원하는 목적지까지 이동을 돕는 서비스로, 운전자가 승객을 태워서 이동한다 는 점에서 전통적인 택시 산업과 유사하지만 차량만 일정 시간 공유하는 일반적인 차량 공유 서비스와는 차별화 된 다. 본 연구는 고객 가치 공동 창출, 서비스 품질, 네트워크 효과, 고객 충성도 간의 관계를 살펴보고자 하였으며, 이를 위해 중국 소비자를 대상으로 538부의 설문 자료를 수집하고 구조방정식을 활용하여 각 개념 간의 종합적인 인과 관계를 분석하였다. 분석 결과 고객 가치 공동 창출과 네트워크 효과는 고객 충성도에 긍정적인 영향을 미치 는 것으로 나타났다. 그리고, 고객 가치 공동 창출과 네트워크 효과 모두 서비스 품질에도 긍정적인 영향을 미치는 것으로 나타났다. 또한, 서비스 품질에 의한 매개 효과가 존재하는 것을 발견하였는데, 서비스 품질은 고객 가치 공 동 창출과 고객 충성도 사이를 매개했으며, 네트워크 효과와 고객 충성도 간 사이도 매개하는 것을 발견했다. 본 연 구 결과는 고객 가치 공동 창출, 네트워크 효과, 그리고 서비스 품질의 역할을 다룬 연구 흐름을 뒷받침 하였으며, 각 변수 간의 관계를 종합적으로 다루었다는 측면에서 기존 카 헤일링 서비스 관련 문헌과 차별성을 지닌다. 또한 실무적 측면에서 카 헤일링 서비스의 고객 가치 공동 창출과 네트워크 효과가 고객 충성도에 기여하는 중요성과 더 불어 서비스 품질이 고객 가치 공동 창출과 네트워크 효과가 고객 충성도에 미치는 영향력을 강화 시킬 수 있는 전 략적 시사점을 제공한다.

The rapid development of mobility services has given a new research perspective to investigate the value co-creation of customers and the network effect of platforms on service quality and loyalty. This study aims to investigate the relationship among value co-creation, service quality, network effect, and customer loyalty. A survey was administered to 538 residents in China, and the collected data were analyzed using structural equation modeling. The results show that co-creation and network effect positively affect customer loyalty, and such relationships are positively mediated by service quality. Overall, this study contributes to the literature on transportation service quality management and provides managerial implications to mobility platform service providers.

본 연구의 목적은 경제적 가치와 사회적 가치를 모두 추구하는 소셜벤처의 특성에 근거하여, 지속가능한 이중 성과에 미치는 영향 요인을 실증적으로 규명하고, 소셜벤처와 관련 이해관계자 들에게 필요한 성공모형과 전략을 제시하는 데 있다. 연구를 위해 사회적기업과 소셜벤처에 대 한 선행연구를 기반으로, 소셜벤처의 기술특성과 사업특성에서 가장 중요하다고 판단되는 혁신 지향성과 고객지향성을 독립변수로 선정하였고, 두 지향성을 성과로 연결해줄 매개변수로 R&D 역량과 네트워크역량을 각각 선정하였다. 수립된 연구모형을 검증하기 위해, 소셜벤처 구성원을 대상으로 243부의 유효한 설문 데이터를 취합하여 PLS-구조방정식으로 가설을 검정하였다. 분 석 결과, 혁신지향성은 이중 성과에 직접 영향을 미치지 못하고, R&D역량을 매개로 영향을 미 치는 것으로 나타났다. 고객지향성은 이중 성과에 직접 영향을 미치고, 네트워크역량을 매개로 도 영향을 미치는 것으로 나타났다. 혁신지향성에 대한 추가 다집단분석 결과, 3억 이상 투자유 치한 집단은 이중 성과에 직접 영향을 미치는 것으로 나타났다. 이를 근거로 혁신지향성이 추상 적인 조직문화로 내재된 것만으로는 성과에 영향을 미치지 못한다는 결론을 도출하였다. 마지막 으로 연구결과에 근거하여 소셜벤처 창업가 및 이해관계자에게 필요한 시사점과 연구의 한계점 및 향후 연구 방향을 함께 제시하였다.

The purpose of this study is to empirically identify the influencing factors on sustainable dual performance based on the characteristics of social ventures pursuing both economic and social values and to present the necessary success models and strategies to social ventures and related stakeholders. Based on previous studies on social enterprises and social ventures, innovation orientation and customer orientation, which are considered the most important in the technological and business characteristics of social ventures, were selected as independent variables, and R&D competency and network competency were selected as mediators to connect the two orientations as performance. In order to verify the established research model, 243 copies of valid questionnaire data were collected for members of social ventures and hypotheses were tested using PLS-structural equations. As a result of the analysis, it was found that innovation orientation did not directly affect double performance, but had an effect as a mediating effect of R&D competency. Based on this, it was concluded that innovation orientation does not affect performance only by being inherent in an abstract organizational culture. Finally, based on the research results, the implications necessary for social venture entrepreneurs and stakeholders, limitations of the research, and future research directions were presented together.

Ever since diverse social media emerged and received high popularity within a short period of time, customer expression on media and its viral effect in social networks have become very powerful. Recently, customer-generated message (CBM) in SNS became one of the most persuasive sources in brand communication. Therefore, this study explores privacy, generation and gender difference issues, and user’s private characteristics in order to identify SNS user’s recommendation intention about the CBM. Test results showed that user’s innovativeness and brand congruency significantly affected attitude on the CBM in SNSs. The positive attitude on the CBM also increased the recommendation intention. CBMs are very meaningful in co-creating the brand value and promoting it to potential users as one of the WOMs. CBMs also intensify the brand loyalty of current customers.

The development of information technology improves the globalization of the world economy. This change was able to expand the cyber space, and the online community known as the cyber community is made within the existing offline community. From the cyber community's activity, the concept of social network services created, and recently developed social computing. Social computing is the current situation and the next step in the online community. Currently, most CIOs are using social computing for workplace empowerment. As online transactions become more active, the strategy to increase customer loyalty in Internet shopping is an effective tool to increase profit for the company, and as a method to maintain competitive. With the growth of electronic commerce, through insurance of customer loyalty on the Internet, a company can establish a long-term relationship with customers, so for this, it is important to have reliable relationship with customers. Also, through advertisement and commercial information, the cognition of Internet shopping looks can be effective in retaining customers. In this study, it explores how social computing and trust and cognition of Internet shopping are effective in maintaining customer loyalty. As the result of study, the trust and cognition of Internet shopping are significantly effective on customer loyalty, but the sense of social computing. Still, social computing has not matured enough to be as effective in retaining customer loyalty. However, it does indicate that social computing has significantly increased the trust and cognition in Internet shopping. In this study, as the concepts of the social network service and social computing are applied in Internet shopping, which are actively discussed by scholars, it is expected that the basis of the study could improve and present the idea of social shopping.