$\require{mediawiki-texvc}$

연합인증

연합인증 가입 기관의 연구자들은 소속기관의 인증정보(ID와 암호)를 이용해 다른 대학, 연구기관, 서비스 공급자의 다양한 온라인 자원과 연구 데이터를 이용할 수 있습니다.

이는 여행자가 자국에서 발행 받은 여권으로 세계 각국을 자유롭게 여행할 수 있는 것과 같습니다.

연합인증으로 이용이 가능한 서비스는 NTIS, DataON, Edison, Kafe, Webinar 등이 있습니다.

한번의 인증절차만으로 연합인증 가입 서비스에 추가 로그인 없이 이용이 가능합니다.

다만, 연합인증을 위해서는 최초 1회만 인증 절차가 필요합니다. (회원이 아닐 경우 회원 가입이 필요합니다.)

연합인증 절차는 다음과 같습니다.

최초이용시에는
ScienceON에 로그인 → 연합인증 서비스 접속 → 로그인 (본인 확인 또는 회원가입) → 서비스 이용

그 이후에는
ScienceON 로그인 → 연합인증 서비스 접속 → 서비스 이용

연합인증을 활용하시면 KISTI가 제공하는 다양한 서비스를 편리하게 이용하실 수 있습니다.

4차 산업혁명 시대 무인편의점의 성공요인에 대한 제언: 이마트24 셀프 스토어 사례 중심으로
Key Successful Factors for Unmanned Convenience Stores in the Fourth Industrial Revolution : Case of E-Mart24 Self-Store 원문보기

한국산업정보학회논문지 = Journal of the Korea Industrial Information Systems Research, v.26 no.2, 2021년, pp.73 - 94  

이남경 (인천대학교 경영학부) ,  박현준 (인천대학교 경영학부)

초록
AI-Helper 아이콘AI-Helper

본 논문은 2010년대 후반 새롭게 대두한 무인편의점을 소개하는 한편 무인편의점 이용고객의 고객만족 및 이용의도에 영향을 주는 요인들을 도출하고, 국내에서 최초로 '아마존고'형 무인편의점을 도입한 이마트24 셀프 스토어의 차별적 강점이 어떻게 고객의 무인편의점 이용의도에 영향을 미치는지에 대해 고찰하였다. 그리고 궁극적으로는 무인편의점 기업들의 차별화 전략에 시사점을 제시하고자 했다. 이를 위해 본 논문은 무인편의점 고객의 이용의도를 분석한 선행연구와 이마트24 셀프 스토어를 조사하였다. 연구 결과, 고객들이 무인편의점으로부터 제공받을 수 있는 혜택으로 편리성, 신속성, 신뢰성, 오락성, 그리고 심미성을 도출하였다. 그리고 이마트24 셀프 스토어의 'Just Walk Out' 기술, 계열사 간 관련성 및 자원공유 혜택, 멤버십서비스를 통한 혜택이라는 차별적 강점이 편리성, 신속성, 신뢰성, 오락성, 심미성을 충족할 수 있음을 확인하였다. 이러한 결과는 이마트24를 비롯한 국내 편의점 기업들이 개별 기업의 차별적 강점이 무엇인지 파악하고, 이를 효과적으로 활용하여 고객에게 더 큰 가치를 전달하는 차별화 전략을 수립하는 데 참고자료가 될 것으로 보인다.

Abstract AI-Helper 아이콘AI-Helper

This paper examines key success factors for unmanned convenience stores to reliably settle in the domestic market by effectively delivering customers' benefits through the E-Mart 24 Self-Store case. Furthermore, it suggests the implications of how related companies can formulate a suitable unmanned ...

주제어

표/그림 (10)

참고문헌 (56)

  1. Ahn, K. H., Kim, D. H. and Kim, Y. C. (2011). Market-oriented Business & Marketing Strategy(3rd edition), Paju: Hakhyunsa. 

  2. An, J. Y., Lee, C. C., Bae, D. E. and Lee, S. H. (2020). A Study on Use of Untact Service: Based on Kiosk Case, The Journal of Internet Electronic Commerce Research, 20(4), 49-73. 

  3. Bae, J. H., Park, J. H., Lee, H. N. and Choi, J. I. (2019). A Study of Factors Affecting Intention to Use of Using Technology-based Self-services for Smart Airport, Journal of Korean Society for Quality Management, 47(4), 795-806. 

  4. Berry, L. L., Zeithaml, V. A. and Parasuranman, Quality counts in services, too, Business horizons, 28(3), 1985. 

  5. Bitner, M. J. (1992). Servicescapes: The Impact of Physical Surroundings on Customers and Employees, Journal of Marketing, 13(3), 318-339. 

  6. Choi, K. H. (2005). An Effects of Evaluation on the Satisfaction and Behavioral Intention in Tourism Education, Journal of Consumption Culture, 8(1), 135-152. 

  7. Choi, N. H. (2012). The Effects of Perceived Meaningfulness and Convenience of Using Retail Store on Behavioral Intention to Use, Korean Management Review, 41(1), 33-56. 

  8. Choi, Y. M. and Kwon, H. G. (2019). Effects of Relationship Benefits on Trust, Flow and Customer Loyalty of Social Commerce: Focus of Self-Determination, Journal of the Korea Industrial Information Systems Research, 24(3), 39-50. 

  9. Curran, J. M. and Meuter, M. L. (2005). Self service technology adoption: comparing three technologies, Journal of services marketing. 

  10. Dabholkar, P. A. (1994). Incorporating choice into an attitudinal framework: analyzing models of mental comparison processes, Journal of consumer research, 21(1), 100-118. 

  11. Dabholkar, P. A. (1996). Consumer evaluations of new technology-based self-service options: an investigation of alternative models of service quality, International Journal of research in Marketing, 13(1), 29-51. 

  12. Davis, F. D. (1989). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology, MIS Quarterly, 13(3), 318-339. 

  13. Davis, F. D., Bagozzi, R. P. and Warshaw, P. R. (1989). User acceptance of computer technology: A comparison of two theoretical models, Management Science, 35(8), 982-1003. 

  14. Elliott, K. M., Hall, M. C., and Meng, J. G. (2013). CONSUMERS' INTENTION TO USE SELF-SCANNING TECHNOLOGY: THE ROLE OF TECHNOLOGY READINESS AND PERCEPTIONS TOWARD SELF-SERVICE TECHNOLOGY, Academy of Marketing Studies Journal, 17(1), 129. 

  15. Hwang, J. W. and Park, K. M. (2017). Non-financial Performance Evaluation for Inter-SBU Collaboration, Korean Journal of Business Administration Journal, 30(1), 79-98. 

  16. Jeong, D. S. (2020). 편의점의 진화: New Life Platform으로의 CVS, https://www2.deloitte.com/kr/ko/pages/consumer/articles/2020/issue-highlights-20200128.html (Accessed on July 20th 2020). 

  17. Joung, H. S., Kim, M. S. and Hong, K. S. (2020). The Effect of VMD of Unmanned Stores and Affordance of Unmanned Systems on Customer Value and Revisit Intention, Journal of the Korea Industrial Information Systems Research, 25(6), 143-158. 

  18. Jun, S. J. and Kim, H. I. (2020). The effect of untact service experience value on customer satisfaction and reuse intention as the development of food tech, Journal of Hospitality and Tourism Studies, 2(4), 141-155. 

  19. Jung, O. K. and Park, C. (2020). The Effect of Unmanned Store Characteristics and Customer Experience on Customer Engagement, Journal of Channel and Retailing, 25(2), 69-98. 

  20. Jung, Y. H. (2020a). The effect of technology acceptance characteristics and reuse intention on airline kiosks : A case study of the moderating effect of unmanned service failure type, International Journal of Tourism and Hospitality Research, 34(11), 125-140. 

  21. Jung, Y. S. (2020b). 유통업 지각 변동 몰고 온 언택트 쌍방향 소통 '라이브 커머스'에 올라타라, https://dbr.donga.com/article/view/1202/article_no/9609 (Acessed July 10th, 2020). 

  22. Kang, S. C., Han, K. S. and Jeon, W. J. (2018). An analysis on Effect of Use Intention of Mean automated Store Customer -focused on franchisee, Journal of Digital Contents Society, 19(7), 1313-1322. 

  23. Kim, A. L. (2019). A study on the direction of domestic CVS evolution: focused on the CVS for location-specific community, International Design school for Advanced Studies of Hongik University. 

  24. Kim, C., Mirusmonov, M. and Lee, I. (2010). An empirical examination of factors influencing the intention to use mobile payment, Computers in human behavior, 26(3), 310-322. 

  25. Kim, H. W., Chan, H. C. and Gupta, S. (2007). Value-based adoption of mobile internet users: An empirical investigation, Decision Support Systems, 43(1), 111-126. 

  26. Kim, J. B. and Jung, Y. S. (2020). A Study on the Influence of the Characteristics of Unmanned Convenience Stores on Experiential Quality, Satisfaction, and Revisit Intention : Moderating Effect of Personal Innovativeness, Journal of Marketing Management Research, 25(4), 21-43. 

  27. Kim, K. J. and Shim, I. S. (2018). Consumers' Perceived Usefulness and Receptiveness to High-tech Convenient Store, Journal of Consumption Culture, 21(4), 47-66. 

  28. Kim, M. J. and Lee, S. B. (2018). The effect of the perceived benefit and sacrifice of delivery application service users in the food industry on perceived value and behavioral intention : Using the value-based adoption model (VAM), International Journal of Tourism and Hospitality Research, 32(2), 217-233. 

  29. Kim, S. H. and Oh, S. H. (2002). The Determinants of Repurchase Intentions in the Service Industry: Customer Value, Customer Satisfaction, Switching Costs, and Attractiveness of Alternatives, Korean Journal of Marketing, 17(2), 25-55. 

  30. Klepper, S. (1997). Industry life cycles, Industrial and corporate change, 6(1), 145-182. 

  31. La, S. A. and Yi, Y. J. (2015). A Critical Review of Customer Satisfaction, Customer Loyalty, Relationship Marketing, and Customer Relationship Management. Korean Journal of Marketing, 30(1), 53-104. 

  32. Langeard, E., Bateson, J., Lovelock, C. H. and Eiglier, P. (1981). Marketing of services: New insights from consumers and managers, Cambridge, Marketing Science Institute. 

  33. Lee, E. J. and Kim, S. I. (2019). Guideline for Improvement of Unmanned Shopping Experience - Focusing on Seven Eleven Signature, Journal of Digital Convergence, 17(3), 389-394. 

  34. Lee, J. H. (2011). The influence of perceived usefulness and perceived ease of use of experience store on satisfaction and loyalty, Journal of Distribution Science, 9(3), 5-14. 

  35. Lee, R. G. and Park, J. Y. (2020). The Relationship between Private Label Brand Share and Store Loyalty by Applying Panel Data, Journal of Channel and Retailing, 25(2), 25-52. 

  36. Lee, S. Y., Yim, H. R. and Kim, H. S. (2019). A Study on Influence Relation of Membership Users Perceived Benefit, Sacrifice, Value and Continuous Use Intention by Using Theory of Value Based Adoption Model (VAM): Focused on 20s CJ Membership Service, Culinary Science & Hospitality Research, 25(6), 12-22. 

  37. Lee, Y. H. and Ryu, M. H. (2019). Study on Use Intention of Chinese U nm anned Convenience Stores by Applying UTAUT and Theory of Experience Economy: Verifying the Moderating Effect of Reliability, Journal of Distribution and Management Research, 22(2), 5-15. 

  38. Meuter, M. L., and Bitner, M. J. (1998). Self-service technologies: extending service frameworks and identifying issues for research, In American marketing association. Conference proceedings (Vol. 9, p. 12). American Marketing Association. 

  39. Meuter, M. L., Ostrom, A. L., Roundtree, R. I., and Bitner, M. J. (2000). Self-service technologies: understanding customer satisfaction with technology-based service encounters, Journal of marketing, 64(3), 50-64. 

  40. Noh, S. H., Tag, D. I. and Kim, J. Y. (2008). The effects of loyalty program on switching cost and customer retention in mobile communication service, Journal of the Korea Service Management Society, 9(1), 147-179. 

  41. Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions, Journal of Marketing Research, 17(4), 460-469. 

  42. Oliver, R. L. (1997). Satisfaction: A Behavioral Perspective on The Customer, New York: NY: Irwin-McGraw-Hill. 

  43. Park, S. J. and Kim, H. C. (2003). Customer Satisfaction Index and Business Performance, Korean Journal of Marketing, 18(3), 19-50. 

  44. Park, Y. J. (2019). An Empirical Study on the Effect of Customer Satisfaction and Customer delight on Customer Loyalty; Focusing on Repurchase and Customer Retention, Journal of the Korea Industrial Information Systems Research, 24(1), 109-123. 

  45. Pine, B. J. and Gilmore, J. H. (1998). Welcome to the experience economy. Harvard business review, 76, 97-105. 

  46. Porter, M. E. (1980). Industry Structure and Competitive Strategy: Keys to Profitability, Financial Analysts Journal, 36(4), 30-41. 

  47. Roh, M. H. (2018). The Effects of Airline Self Service Quality on Psychological Reaction, Behavior Intention(Ph. D. dissertation, Graduate Schoool of Kyonggi University). 

  48. Ryu, R. J. (2018, December). 글로벌 환경하에 무인편의점의 구매만족에 관한 연구. Paper presented at Korea Trade Research Association 2018 동계정책세미나 및 학술발표대회, Seoul. 

  49. Seo, S. W. (2019). The Effects of Shopping Value on the Usage Intention of Unmanned Fashion Stores -Application of Technology Acceptance Model-, Journal of Fashion Business, 23(2), 140-155. 

  50. Venkatesh, V., Morris, M. G., Davis, G. and Davis, F. (2003). User Acceptance of Information Technology: Toward a Unified View, MIS Quarterly, 27(3), 425-478 

  51. Weijters, B., Rangarajan, D., Falk, T., and Schillewaert, N. (2007). Determinants and outcomes of customers' use of self-service technology in a retail setting. Journal of Service Research, 10(1), 3-21. 

  52. Yi, Y. J. and Kim, W. C. (1998). The Influence of Physical Environment on Service Quality Perception ; A comparative Study, Korean Journal of Marketing, 13(1), 61-86. 

  53. Yi, Y. J. and Lee, C. L. (2006). The Effects of Customer Satisfaction on Firm's Profitability and Value, Korean Journal of Marketing, 21(2), 85-113. 

  54. Yi, Y. J. and Lee, C. L. (2007). The Role of Customer Loyalty Variables in the Effects of Customer Satisfaction on Firm's Performance, Korean Journal of Marketing, 22(1), 81-102. 

  55. Yang, B. H. (2008). The Effects of Customer Satisfaction and Relationship Marketing on Behavioral Intention, korean Management Review, 37(1), 35-66. 

  56. Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence, Journal of marketing, 52(3), 2-22. 

저자의 다른 논문 :

관련 콘텐츠

오픈액세스(OA) 유형

FREE

Free Access. 출판사/학술단체 등이 허락한 무료 공개 사이트를 통해 자유로운 이용이 가능한 논문

이 논문과 함께 이용한 콘텐츠

저작권 관리 안내
섹션별 컨텐츠 바로가기

AI-Helper ※ AI-Helper는 오픈소스 모델을 사용합니다.

AI-Helper 아이콘
AI-Helper
안녕하세요, AI-Helper입니다. 좌측 "선택된 텍스트"에서 텍스트를 선택하여 요약, 번역, 용어설명을 실행하세요.
※ AI-Helper는 부적절한 답변을 할 수 있습니다.

선택된 텍스트

맨위로