Proceedings of the Safety Management and Science Conference (대한안전경영과학회:학술대회논문집)

Korea Safety Management & Science (대한안전경영과학회)
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A Study on the ANP Application for the Construction of Integrated CEM Model

CEM통합모델 구축을 위한 ANP활용에 관한 연구

  • 김한신 (인하대학교 산업공학과 대학원) ;
  • 이창호 (인하대학교 아태물류학부)
  • Published : 2005.11.01
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Abstract

Today, the usage of DB already becomes an important issue for many companies' survival, especially, for the companies who have adopted CRM(Customer Relationship Management). CEM(Customer Experience Management), as a practical alternative, can settle it. In this paper, we use QFD(Quality Function Deployment) and GA(Genetic Algorithm)-based Group ANP(Analytic Network Process) to construct the Integrated CEM Model to help company decide the priorities of investment in customer experiences.

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