• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.2 no.4
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• pp.103-133
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• 2007

The purpose of this study is to investigate whether customer satisfaction is affected by the expenditure for the customer satisfaction such as advertising, promotion, and training. This study also investigate whether the financial performance of the firm is affected by the customer satisfaction. The major findings are summarized as following. First, the customer satisfaction is affected by the expenditure for the customer satisfaction such as promotion, training. But customer satisfaction is not affected by advertising cost. Second, considering the time-lag and incremental valiables, the relationship between customer satisfaction and expenditure for the customer satisfaction is not founded. Third, the customer satisfaction affects positively on the corporate financial performance, such as ratio of operating income to sales, ratio of net income to sales, return on total assets, and return on equity. Finally, considering the time-lag the relationship between customer satisfaction and financial performance is not founded. Considering the incremental valiables, the relationship between customer satisfaction and financial performance is founded when ratio of operating income to sales and return on total assets are used financial performance. These findings imply that the expenditure for promotiom and training is needed to increase the customer satisfaction. Also improvement customer satisfaction is needed to increase the financial performance. The limitations of this study are as following. First, this study could not consider the other variables that would affect on the relationship among expenditure for customer satisfaction, level of customer satisfaction, and financial performance. Second, the results of this study are difficult to generalize because this study is focused on the service industry.

• 한국벤처창업학회:학술대회논문집
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• 2007.11a
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• pp.327-352
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• 2007

The loan rate of the government loan program offered by the Small Business Corporation(SBC) can be determined as a sum of three factors such as a reference interest rate, a policy aim spread, and a credit risk spread. However the loan rate has been lower than the loan rate in the banking sector. The profit has continually run in the red figures and hence the stability the fund managed by the SBC has been damaged. Even though a policy aim spread could be emphasized, the stability and profitability of the fund should be prioritized. This means that the loan rate of the SBC should be determined such that the loss might not be occurred. This requires the policy aim spread to change from relatively large negative to near zero.

• Asia Marketing Journal
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• v.10 no.3
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• pp.103-125
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• 2008

After having changed its corporate brand from LG Fire & Marine Insurance to LIG Non-life Insurance in 2006, LIG Insurance has successfully built the corporate image as the leading insurance financial group by engaging in extensive corporate social responsibility activities. LIG, as 'a partner for sharing precious moments of life', intended to provide customers a new value of an insurance by building up the new corporate brand. It established three values to be shared internally. First was to instill a brand value orientation within the organization. Second, the firm identified the brand's value to be delivered to the customers. Third, they defined the image objective to be communicated to them. Based on these set of objectives, the company designed and implemented an integrated marketing communication(IMC) strategy over several years. The result was a successful transition to the new corporate brand name.

• Journal of Venture Innovation
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• v.6 no.3
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• pp.221-240
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• 2023

In a recent study conducted in South Korea, a nation grappling with the implications of an increasingly super-aged society, researchers empirically analyzed the factors influencing seniors' satisfaction with financial institutions' wealth management (WM) services. We surveyed 250 seniors who utilized financial institutions' wealth management services. Independent variables such as product(diversity, profitability, stability), employee(expertise, problem-solving ability, customer orientation), physical evidence, process, inheritance service, and trust service were carefully examined. Employing hierarchical regression analysis, we tested hypotheses within an established research model. The findings revealed that variables like product stability and profitability, employee problem-solving ability, customer orientation, process, inheritance service, and trust service significantly positively affected satisfaction with WM services. In contrast, no substantial association was detected between satisfaction and factors like product diversity, employee expertise, or physical evidence. Among the influential factors, the order of impact was determined to be employee customer orientation, problem-solving ability, trust service, product stability, inheritance service, product profitability, and process. This research provided essential insights into the nuanced preferences and needs of seniors concerning wealth management services. The detailed examination of the subject might also shed light on similar challenges faced in the other aging societies. As the global population continues to age, the implications of this study could reach far beyond the borders of South Korea. By understanding these key determinants of satisfaction, financial institutions worldwide can tailor their wealth management services to better meet the unique demands of the senior population.

• Convergence Security Journal
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• v.13 no.4
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• pp.69-75
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• 2013

Customer is the base factor of income for some corporations, so that effective CRM (Customer Relationship Management) is very important to develop the business. In order to use CRM efficiently, we should figure out customers' demands and provide services or products that the customers want. However, it is getting difficult to comprehend customers' demands because they have complicated form and getting more diverse. Recently, social media like Twitter and Facebook let customers to express their demands, and using big data is a very effective method for efficient CRM. This research suggests how to utilize big data for hotel CRM, which considers customer itself as asset of business. In addition, we discuss security problems of big data service and propose the solution for that.

• Journal of Distribution Science
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• v.8 no.2
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• pp.13-22
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• 2010

Customer Relationship Management(CRM) paradigm has emerged that suggests organizations will be more successfully if they concentrate on obtaining and maintaining a share of each customer rather than a share of the entire market, with information technology(IT) being the enabling factor. This paper presents five key elements that provide the necessary steps that allow and organization to position its people, business process, and information system to establish and take advantage of this paradigm. The key elements are : (1) IT investment, (2) Website application, (3) IT System application, (4) Communication strategies, (5) CRM Performance. The results show that IT investment, IT system application, and Website application play a vital role in enhancing an Organizational Communication. Also, the results show that IT investment, IT system application, Website application, and Organizational Communication play a vital role in enhancing an organization's performance of customer relationship management. Further, this paper discusses the importance of integrating these four elements for achieving effective customer interaction. The author provides academical and managerial implication for business strategies.

• Journal of the Korea Convergence Society
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• v.13 no.4
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• pp.339-348
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• 2022

As the Chinese franchise industry grows rapidly, efforts to find a source of competitive advantage continue to be made. Establishing a knowledge transfer system is important in the franchise industry as a source of competitive advantage. However, research in China was insufficient. This study is to explore factors and consequential factors for establishing a knowledge transfer system in the franchise industry. As a result of this study, first, it was found that not only human assets but also system assets are important for the management of knowledge transfer systems in China. Therefore, investment in system assets must proceed first. In addition, it could be seen that the management of the knowledge transfer system, human assets, and system assets affect the satisfaction of the franchise's transaction relationship and consequently improve franchise performance.

• The Journal of the Korea Contents Association
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• v.19 no.10
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• pp.341-352
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• 2019

Recently, as cultural projects are being carried out in various ways, the interest in the space where culture and arts can be provided is also increasing. Therefore, this study selected and analyzed F1963 in Busan. The purpose of this study is to examine the effects of brand asset factors of brand image, brand awareness, brand asset awareness, and loyalty on customer satisfaction and community development of brand asset in complex cultural space and to examine whether customer satisfaction has a mediating effect on the relationship between brand asset in complex cultural space and community development. As a result of the analysis, brand asset of complex cultural space had a positive effect on the satisfaction of users. Also, brand asset of complex cultural space has a positive effect on community development. The satisfaction that users get from the complex cultural space has a mediating effect on the influence of brand asset of the complex cultural space itself on the community development. The implications of this study suggest that complex cultural space plays an important role in the region, and it is necessary for local communities and local governments to brand complex cultural space through diversity of cultural and artistic activities.

• Information Systems Review
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• v.14 no.3
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• pp.53-74
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• 2012

IT outsourcing (ITO) is an integration of two firms-external vendor(s) and a client firm-IT resources by contract. According to resource-based view(RBV), three different resources-ITO vendor's resource, client firm's resource, and the relationship resource between two firms- may have an impact on ITO performance. However, there have been few previous studies considering all three IT resources simultaneously. There have been also few empirical studies in ITO context, which test Bharadwaj (2000)'s findings: 1) IT resources can be divided into tangible IT asset and intangible IT capability, and 2) only IT capability has an impact on the IT performance. Therefore we examined whether, in ITO context, all three different resources have a significant impact on ITO performance. Adopting the findings of previous IT studies, we also divided IT resource into IT asset and IT capability. To achieve this research objective, we analyzed 62 ITO cases of 45 companies being listed in Korean top 100 companies for recent 3 years. Also, we analyzed the data with the Partial Least Squares method. The results of this research lead to the following conclusions: First, only when partnership is high, ITO vendors' resource can have an influence on ITO performance. Second, only client firm's IT capability, not IT asset, is directly related to the ITO success. Third, a firm's IT capability can increase the partnership. Therefore, we concluded that 1) RBV is also an useful theory in ITO context, 2) Bharadwaj(2000)'s suggestion is valid in ITO context as well, and 3) the relationship resource is also important in ITO.

• Journal of Digital Convergence
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• v.16 no.10
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• pp.427-436
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• 2018

Companies are now using SNS as an online marketing channel and increasingly using it for customer relationship management(CRM). Although companies are actively using social media for marketing, language study brands in South Korea are using social media marketing in widely different ways. Among various components of social media marketing activities, this study analyzed the effects of informativeness, content suitability, and recency of social media marketing on consumers from the perspectives of brand equity and purchase intent. In the results, components of social media marketing activities had significant effects on brand equity, in the order of recency, content suitability, and informativeness. Second, brand equity and consumer purchase intent had significant correlation. And having a child also influenced purchase intent. The results of this study can be used as basic data for research on social media marketing of language schools and propose a theoretical direction for future research in the field as there is little academic data related to the subject.