Kanghwa Choi

Opening the technological innovation black box: The case of the electronics industry in Korea

In this system dynamics simulation study we analyze a series of feedback causal relationships wherein R&D investments create new knowledge stocks, increasing technological knowledge “triggers” and interactions among entities of technological innovation, leading to firm profits through the commercialization process.

The Causal Relationship on Quality‐centered Organizational Culture and Its Impact on Service Failure and Service Recovery

The purpose of TQM (Total Quality Management)‐centered organizational culture is to enhance the efficiency of business through the proper allocation and concentration of restricted resources. In order to maximize the corporate profitability through customer satisfaction, what kind of, when and how many resources should be allocated and managed to the preventive TQM activities and corrective TQM activities have become a very important decision making factors at the point of high management. This study aims to identify the causal relationships of quality‐centered organizational culture on service quality and customer satisfaction relating to service failure in food service industry. And this study is intended to discover the factors of quality‐centered organizational culture which impacts on service recovery justice after service failure happens, and it can be helpful for the top managers to make a decision to how to form corporate structural culture.

TQM Factors and Their Impact on Service Recovery and Service Performance - In restaurant settings -

Purpose: The purpose of this study is to identify the impact of TQM dimensions through service recovery justice on service quality and customer satisfaction. Methods: This study employed structural equation modeling methodology analyzing 265 samples collected. Results: This study found that TQM related factors had positive influence on service recovery justice in general. In specific, top management leadership and employee participation are the most important factors for the service recovery justice. Conclusion: This study reveals that service recovery justice has the positive impact on both service quality and customer satisfaction.

A Dynamic Resource Allocation on Service Supply Chain

Recently, as internet business is growing rapidly, it has been bringing a lot of changes in many aspects of commercial business activities, and especially internet shopping malls, dealing with individual consumers, have continued radical changes and development. Thus, internet-based companies are required to implement variously different and new approaches in the ways of conducting their businesses. Therefore, it is becoming one of the most significant strategic elements for internet-based companies to correctly understand the purchase patterns of individual consumers and properly provide business environments that can give the maximum satisfactions to those individual consumers in service supply chain. However, despite this radical change in the environment of internet shopping, it is true that most studies on internet-based businesses so far tend to just focus on such studies as the overall size of internet business, investigation on current market status, and practical study on consumer buying patterns from the perspective of consumers, lacking studies in such fields as the strategic management method from the perspective of companies and business investment decisions. Not to mention the lack of such studies as how the shopping mall management strategies, currently being used by the majority of internet-based companies, influence attracting customers to make purchase and customer satisfaction, and how customers’ reactions from these strategies are affecting the management outcomes of business entities. Having these as the background in this study, the structure and the strategy of internet-based companies are analyzed based on dynamic speculations which emphasize an internally circulating feedback structure, as getting away from the currently existing linear speculations. Also, a speculative framework for decision makers to learn and understand the behavioral mechanism of the buying decision process is provided by building a system dynamics simulation model which can support long term decision making in the overall speculation instead of the direction of partial and short term oriented approaches. In doing so, the study intends to derive the most efficient investment decision support model for internet-based companies to operate their internet shopping malls in an overall way by understanding the correlation and interdependency among political variables, being needed for the operation of internet-based companies.

From R&D to Commercialization : A System Dynamic Approach

This paper describes a comprehensive approach to examine how technological innovation contributes to the renewal of a firm’s competences through its dynamic and reciprocal relationship with R&D and product commercialization. Three theories of technology and innovation (the R&D and technological knowledge concept, product‐process concept, technological interdependence concept) are used to relate technology and innovation to strategic management. Based on these theories, this paper attempts to identify the dynamic relationship between product innovation and process innovation using system dynamics by investigating that aspect of the dynamic changes in the closed feedback circulation structure in which R&D investments drive the accumulation of technological knowledge.