Chang-Hoon Shin

The effect of attitude and perception on consumer complaint intentions

The importance of managing dissatisfied consumers has increased because of severe competition from the introduction of new types of stores, such as online shopping. Focuses on consumers who complain directly to the offending firms because their dissatisfaction provides a firm with the opportunity to improve its customer service. In contrast to studies that examine determinants of complaint behavior to resolve customer dissatisfaction, examines how attitudinal and perceptual variables, influenced by generalized personal factors, affect complaint intention. Performs a path analysis to examine the links among generalized personal antecedents, attitudinal and perceptual mediators, and customer’s complaint intentions. The empirical results confirm that attitudinal and perceptual mediators positively influence complaint intention. Furthermore, three generalized personal antecedents affect attitudinal and perceptual mediators. The empirical results indicate that attitude toward complaining plays a central role in mediating between three generalized personal antecedents and complaint intention. Finally, provides managerial implications that suggest ways firms can manage customers’ complaints to enhance customer satisfaction.

Competitive nonlinear pricing with product differentiation

Abstract Researchers have shown that nonlinear pricing always yields greater profit than uniform pricing. However, most of these studies on nonlinear pricing have been done under monopoly setting. Unlike the previous studies, we examine the effect of nonlinear pricing in a competitive environment. We provide a game-theoretical explanation on the choice of a pricing structure between uniform and two-part pricing for the competing firms. We find that the degree of competition between the two firms (or the degree of differentiation between the two products) plays an important role in deciding the optimal pricing structure due to a strategic interaction of the two firms. Specifically, we find that both firms can choose uniform pricing as an equilibrium in a highly competitive environment.

A Study on Application of ARIMA and Neural Networks for Time Series Forecasting of Port Traffic

The accuracy of forecasting is remarkably important to reduce total cost or to increase customer services, so it has been studied by many researchers. In this paper, the artificial neural network (ANN), one of the most popular nonlinear forecasting methods, is compared with autoregressive integrated moving average(ARIMA) model through performing a prediction of container traffic. It uses a hybrid methodology that combines both the linear ARIAM and the nonlinear ANN model to improve forecasting performance. Also, it compares the methodology with other models in performance for prediction. In designing network structure, this work specially applies the genetic algorithm which is known as the effectively optimal algorithm in the huge and complex sample space. It includes the time delayed neural network (TDNN) as well as multi-layer perceptron (MLP) which is the most popular neural network model. Experimental results indicate that both ANN and Hybrid models outperform ARIMA model.

A study on the forecast of port traffic using hybrid ARIMA-neural network model

The forecast of a container traffic has been very important for port plan and development. Generally, statistic methods, such as regression analysis, ARIMA, have been much used for traffic forecasting. Recent research activities in forecasting with artificial neural networks(ANNs) suggest that ANNs can be a promising alternative to the traditional linear methods. In this paper, a hybrid methodology that combines both ARIMA and ANN models is proposed to take advantage of the unique strength of ARIMA and ANN models in linear and nonlinear modeling. The results with port traffic data indicate that effectiveness can differ according to the characteristics of ports.

Asymmetric competitive reactions: likelihood and their determinants in retail gasoline markets

Abstract Identifying reaction patterns is an important issue inherent in measuring competitive reactions. This study presents a research framework and hypotheses for investigating asymmetric reactions and their determinants at the retail level. Specifically, the research setting is the likelihood of reactions in the Korean retail gasoline markets. The empirical results support several theoretical arguments and provide insights into the determinants of alternative reactions. It is of particular interest to confirm the existence of asymmetric reaction likelihood such as the classic kinked demand curve theory. The results show that each determinant also has a great impact on a specific type of reaction strategy and there exist significant differences in the reaction likelihood due to brands. We present considerations for managerial implications and suggestions for further research.

QFD Analysis combining the Service Quality and Process of Container Ports

*Department of Logistics Engineering, Korea Maritime University, Busan 606-791, Korea**Hanjin Logistics Institute, Seoul 100-770, Korea***,†Graduate school of Korea Maritime University, Busan 606-791, Korea요 약 :컨테이너항만은 산업구조와 차별화된 고객의 요구에 따라서 점점 변화하고 있다. 이에 따라서 항만이 경쟁력을 가지기 위해서는 서비스 차별화 전략이 필요하다고 본다. 고객들의 요구사항을 객관적으로 평가하기 위하여 품질기능전개(QFD)를 사용하였으며 컨테이너항만의 서비스 프로세스와 서비스품질 척도를 연계하여 분석하였다. 본 연구에서는 부산항의 서비스 프로세스를 분석하고 동북아의 대표항만인 상해항과 도쿄항의 서비스품질성과를 비교하였다. 또한 서비스 품질 향상을 위하여 컨테이너항만의 서비스 품질 척도와 프로세스간의 관계를 나타내고 서비스 프로세스의 중요도 및 우선순위를 도출하여 품질의 집(HOQ)을 최종적으로 제시하였다. 핵심용어 : 컨테이너항만, 서비스품질, 서비스 프로세스, 품질기능전개, 품질의 집Abstract : The container ports have been increasingly changed according to the industry structure and differentiated customers needs. So it seems to need the differentiated service strategies to have their competitiveness. To assess the customer requirements objectively, this paper associated the service process of container ports with the service quality scale by using the Quality Function Development(QFD). This paper analysed the service process of Busan port and then compared it with those of Shanghai port and Tokyo port which are the typical port of the northeast asia. Also, after drawing the importance of the service process as well as its priorities by representing the relation between service quality scale and processes of the container ports, this paper proposed the House of Quality(HOQ) for service quality improvements.Key words :Container Ports, Service Quality, Service Process, Quality Function Deployment, House of Quality * 종신회원, chshin@hhu.ac.kr 051)410-4333 ** 연회원, mschoi25@naver.com 011-9083-9620*** 연회원, easyone@hhu.ac.kr 051)410-4930 †교신저자 : 연회원, twu04@nate.com 051)860-8823

A Study on Competition Structure among Domestic Container Ports

Busan port, which had ranked at 3rd busiest port following Singapore and Hong Kong in 2002, has been nudged out of 5th place. Growth of China ports threatens Korea ports to be a hub port in Far East Asia. Therefore, Korea ports are needed to establish competitive strategies to overcome a crisis of local ports. In this paper, the question, `Who is my competitor?` is examined There is a different aspect between this work and many studies that has been done before, because the fore studies focused on the competitive factors or port efficiencies. Above all, the meaning of competition among ports has been summarized through existing literatures. Next. the competition structure among ports is researched, based 0/1 import-export traffic of five local ports including Busan.

Development of Scale for the Service Quality from Entry to Departure of Container Ports

Recently, it becomes important for container ports to gain competitiveness through service differentiation strategies. These strategies require an objective evaluation on consumer needs. For that reason, this study aims at developing the scale and measurement methods for service quality. Container shipping companies calling at Busan are targeted for the empirical analyses. The measurement items are presented for the services that they are provided from entry into a port to departure from a port. Exploratory factor analysis and validity analysis are done to derive a service quality scale from entry to departure. The result of regression analysis implies that the service quality scale is useful to increase customer satisfaction and to establish managerial strategies.

Efficiency Measurement of Container Terminals with DEA using an Input Variable of Information Level

*Hutchison Korea Terminals, Busan 601-050, Korea**,†Department of Logistics Engineering, Korea Maritime University, Busan 606-791, Korea***Graduate school of Korea Maritime University, Busan 606-791, Korea요 약 :오늘날의 전반적인 산업분야에서는 정보기술을 바탕으로 운영되고, 이에 대한 투자가 증가되고 있다. 물류산업에서도 물류정보망의 중요성이 커지고, 효율적으로 운영하기 위한 정보화 투자가 증가되고 있다. 효율성에 관한 기존연구에서는 설비와 같은 고정자산만을 고려한 효율성 분석으로 이루어져, 정보화 수준이 효율성에 미치는 영향에 관한 연구는 미흡하다. 본 연구는 컨테이너 터미널 효율적 운영을 위하여 정보화 수준을 고려한 효율성 분석의 중요성을 제시하고, DEA과 Bootstrap를 이용하여 정보화 수준과 관련된 상대적 효율성을 측정하였다. 핵심용어 : 컨테이너터미널, DEA, 정보화 수준, 효율성분석, 부트스트랩Abstract :Today, overall industry has been operated on the basis of information technology and has increased the investment on it. In the logistics industry, the integrated material handling information network has become important more and more and the investment on the informatization has been increased to operate efficiently. In the previous literature, most of the measures for the efficiency of container terminals were the variables such as fixed assets of equipments. There has not been any research effort toward examining the effect of informatization level on the efficiency. This work describes the importance on the efficiency evaluation considering the informatization level to in a container terminal and the relative efficiency level is measured using data envelopment analysis and bootstrap. Key words :Container Terminal, Informatization Level, Efficiency analysis, DEA, Bootstrap * 대표저자(정회원) : 최봉환, itcbh@hktl.com 051)630-8251 ** 정회원, shinjy@hhu.ac.kr 051)410-4335*** 정회원, twu04@nate.com 051)410-4930 †교신저자 : 신창훈(정회원), chshin@hhu.ac.kr 051)410-4930

An Empirical Study on Port Selection Criteria -Classification of Inter/External factors and Importance of External factors-

Due to the rapid growth of Chinese ports, currently, research for the improvement of competitiveness of Busan port have been intensively studied. These research have mostly evaluated or analyzed competitiveness of ports, and then, based on results of analysis, have suggested some strategies for enhancing competitiveness of Busan port. However. although implications of these previous studies are practically available to build policies for Busan port, basic studies such as identification of port competitiveness( or port selection) related factors for reasonable evaluation and analysis which have contributions in academic area have been very rare. The primary objective of this study is to investigate port selection criteria, based on empirical data Especially, in this study, we classify internal /external factors, and present importances of external factors that have yet to be empirically identified in previous studies.