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Because the mobile services is composed of heterogeneous attributes, it is hard to find out customer`s potential needs and more difficult to analyze customer`s satisfaction factors toward mobile services. Therefore, this study approached this issue from a new viewpoint and applied Kano Model in analyzing customer`s satisfaction and dissatisfaction factors toward mobile services. By using Kano Model, it tried to find out how differently customers perceive the mobile services. Firstly, we found out perception gaps of Korean and American customers toward mobile services. While Korean customers perceived most mobile services as indifferent service attributes, American customers perceived them as attractive service attributes. We could find main reasons of these perception differences from different national backgrounds and adoption rates of smart phones between two countries. Secondly, based on TRI scores, we categorized subjects into four groups and named as Pioneers, Explorers, Skeptics and Laggards. And then we examined the perception differences to mobile services among four groups. We found that there were no significant perception differences among four groups.

This paper presents a comparative study of the levels of complexity, development, and organizational demographics of purchasing in small and medium-sized enterprises (SMEs) in Denmark and two states in the United States. SMEs are strongly dependent on the efficiency of the purchasing function and also very dependent on existing suppliers because they have difficulties in finding viable substitutes. Additionally, the time spent on routine transactions and problem solving instead of strategic sourcing and long-term relationships with key suppliers is relatively high in SMEs. Using structural equation modeling with survey data, we demonstrate that in the United States, purchasing complexity indeed determines the level of purchasing development in SMEs. The evidence in Denmark is not so clear, however.

This study investigated how customers perceive currently available 3G mobile services. More specifically, by using the Kano model, it tried to categorize them into five quality attributes: Attractive, One-Dimensional, Must-Be, Indifferent, and Reverse. The results showed that picture messaging, instant messaging, navigational aid, and mobile internet are considered as "one-dimensional quality attributes". That is, the higher the level of fulfillment of these mobile services, the higher the customer's satisfaction, and vice versa.