• Journal of the Korea Academia-Industrial cooperation Society
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• v.8 no.6
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• pp.1583-1589
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• 2007

This paper analyzes how CRM Service under the ubiquitous circumstances will affect the customer satisfaction by collecting and analyzing the related data and conditions and also analyzes the relation among the variables by using the measurement and analysis tools through Customer Satisfaction Measurement, Customer Reaction Encouragement Model and Technology Acceptance Model. Through this study the author analyzes how the customer management with uCRM will have an influence on the satisfaction and attitude of customer in order to contribute to an efficient customer management method of a financing institution.

• Proceedings of the Korea Information Processing Society Conference
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• 2003.11c
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• pp.1711-1714
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• 2003

고객대응시스템을 도입 및 활용하는 진자상거래 기업들이 점차 증가하고 있는 추세이다. 그러나, 고객대응은 수동적인 서비스모델이라는 한계 때문에 고객의 서비스 만족이라는 측면에서 볼때 전통적거래와 비교하여 부족한 면이 상당수 지적되고 있다. 본 논문에서는 지적되는 문제를 해결하기 위한 확장모델로서 고객반응유도시스템을 제시 및 기술하고 제한된 조건에서 고객의 다중의사정보가 발생할 경우에 대한 처리기법에 대하여 초점을 맞춘다. 제안하는 기법은 관련 기업에서 적은 노력을 통해서 손쉽게 적용 및 응용할 수 있다.

• (The) Korean Journal of Advertising
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• v.29 no.7
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• pp.29-53
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• 2018

In our study, we investigated the effects of position of endorser and endorser's gaze direction(direct/averted_image/averted_text) on advertising attitude, purchase intent and brand recognition using eye-tracking method. Focusing on the printed cosmetic ads which the role of endorser is important and indirect persuade route is relatively is emphasized, we conducted experiment on 36 participants in 20s. As prior studies, our results shows that participants paid attention to more and faster on specific element which the endorser is gazing at. But it was not reflected to ad attitude and purchase intent directly. When the endorser is positioned in left the side, the highest purchase intent was shown in direct gaze condition, while when the endorser is on the right side, the highest ad attitude was shown in gazing image condition. Additionally, the brand recognition task following eye-tracking experiment shows that recognition accuracy was higher only in condition which the endorser is in the left side looking at the product image. These results demonstrated that the gaze direction of endorser plays a role as attentional guidance, which means it can lead customer's attention to particular region in the printed ad, but the effect can be varied depending on the position of endorser and which type of information the endorser is gazing at. Therefore, ultimately, to increase customer's ad attitude and purchase intent, complex consideration of not only the gazing direction of the endorser, but the position of endorser and other diverse elements is necessary.