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http://dx.doi.org/10.22156/CS4SMB.2019.9.10.064

Effects of Customer Relationship Management of Productive Welfare Institutions on Management Performance  

Lee, Jin-Yeol (Department of Welfare and Management, Tongmyong University)
Publication Information
Journal of Convergence for Information Technology / v.9, no.10, 2019 , pp. 64-70 More about this Journal
Abstract
In this study, the effect of customer relationship management on the management performance of productive welfare institutions was to be analyzed empirically. For this study, data were collected from 129 participants of productive welfare institutions in Busan. The results of this study are as follows. First, contact services and communication have a statistically significant impact on the financial performance of productive welfare institutions. Second, contact services and communication have a statistically significant impact on non-financial performance of productive welfare institutions. Based on the results of this study, the following suggestions are made. First, institutionalization of CS(customer service) education should be carried out in order to improve the management performance of productive welfare institutions. Second, participants' emotional support programs are needed to improve the management performance of productive welfare institutions.
Keywords
Productive welfare institutions; Customer relationship management; Management performance; Local self-help center; Senior club;
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Times Cited By KSCI : 1  (Citation Analysis)
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