An Integrative Critical Incident Approach to Quality Management in the Smartphone Market: Product, Service, and Content

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경영대학 경영학과
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서울대학교 대학원
Critical IncidentQuality ManagementIntegrative ApproachSupply Chain ManagementSmartphone
학위논문 (석사)-- 서울대학교 대학원 : 경영학과, 2012. 8. 오정석.
The explosive growth of the smartphone market and furious competition among global IT (Information Technology) leaders necessitate a better understanding of consumers quality perceptions of smartphones, their related services, and contents. In this study, a critical incident approach to quality perception and management is utilized to investigate how the quality of a smartphone device, product-related services, telecommunications services, and application contents influences owner intentions of future purchases. Specifically, critical incidents that smartphone owners may confront are hypothesized to engage in forming their satisfaction level or quality perceptions of smartphones, affecting their likelihood of future purchases with regard to the three major smartphone supply chain parties: the mobile device manufacturer, the telecommunications carrier and the application content provider. The proposed model was empirically examined by regression analyses of 795 smartphone users responses. The results can be summarized as follows: Smartphone owners are affected by the critical incidents associated with their smartphones which they experienced during the ownership cycle
the owners overall quality perceptions of smartphones are influenced by the critical incidents related to phone device, product-related services, telecommunication services, and application contents
the specific critical incident categories that significantly have an effect on each smartphone supply chain party differ with each other. Additionally, quality management through monitoring and managing critical incidents during the ownership period is verified to applicable in smartphone market in order to enhance quality perceptions of customers, leading to business prosperity as well as better quality design of smartphone products and services.

Keywords: Critical Incident
Quality Management
Integrative Approach
Supply Chain Management
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College of Business Administration/Business School (경영대학/대학원)Dept. of Business Administration (경영학과)Theses (Master's Degree_경영학과)
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