• The Journal of Society for e-Business Studies
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• v.22 no.4
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• pp.141-158
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• 2017

Along with IT development, customers are getting more easily to express their opinions using various IT channels. In this situation, complaint management is a pressing issue for companies to acquire and maintain loyal customers with low cost. Most of previous studies have investigated customer complaint information by quantitative variables such as demographic information, transaction information, or complaint frequency, but studies focusing on qualitative aspects of complaint information are limited. Therefore, this paper considers the possibility for customers to leave even when they complain occasionally or briefly. This paper analyzes the quantitive aspects as well as the qualitative aspects using sentiment analysis with Exit-voice theory. The dataset contains 268,364 inquiries of 46,235 customers obtained from a contact center of a private security company in Korea. This paper carries out logistic regression and the results imply that the customers's explicit response and their implicit sentiment have different effect on customers leave. This study is expected to provide useful suggestions for the effective complaint management.

• Proceedings of the Korea Contents Association Conference
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• 2009.05a
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• pp.652-658
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• 2009

As the rate of personnel expenses of contact center operating costs is the highest, we can reduce operating costs, if we answer a automatic phone call wholly or partially. The MCS(Managed Contact Services) play an important role in cost reduction and work efficiency related with voice self-services. The excellent functions of the MCS are able to implement self-service applications in network connected with effective network routing of the enterprise. The MCS makes a proper consultant rapidly response and process customer calls, improve customer processing services, and consequently increase customer satisfaction. The increase of customer satisfaction lead to improve profits and reduce the cost of building contact center infrastructure. In this paper, we analyze the contact center line capacity and PBX capacity based on the MCS. We can reduce communication costs and personnel expenses by reducing the call shifting need between consultants and rapidly solving customer questions with the MCS.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.10 no.1
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• pp.153-165
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• 2015

The purpose of this research is to verify that how Emotional Labor of surface acting and deep acting influences on work engagement and job burnout, effect on turnover intention, and customer orientation. It studies the effect of reward on manager at support centers for startup. The results of the study are that the surface acting do not influence on work engagement and job burnout and the deep acting has positive influence on work engagement and negative influence on job burnout. The work engagement has negative effect on turnover intention and affirmative effect on customer orientation. The reward can control work engagement and customer orientation of practicians at support centers for startup. This study decribes academic and practical meanings based on these results.

• Journal of Digital Convergence
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• v.15 no.8
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• pp.435-444
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• 2017

This study was to research effect of relationship marketing factors of the sports centers, customer trust and intention to repurchase. Objects of study were customers of three sports centers in Gyeonggi province and research tool was questionnaire. Among 350 copies of data, 344 copies had been used for actual data processing and collected data had been analyzed with frequency analysis, correlation analysis, reliability test, exploratory analysis multiple regression analysis by using SPSS 21.0. The results from these processes are as follows. First, relationship marketing factors positively effect on customer trust. Second, relationship marketing factors positively effect on intention to repurchase except communication. Finally, customer trust positively effect on intention to repurchase.

• Digital Contents
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• no.8 s.51
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• pp.30-35
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• 1997

고객들이 현재 원하는 것은 무엇인지 컴퓨터가 스스로 알아서 처리해 줄 수는 없는 것일까. 정보사회를 살고 있는 사람들은 필요한 정보를 손쉽게 즉각적으로 취득하기를 원한다. 이런 양상은 고객들이 편리성을 추구하기 때문이다. 그렇다면 고객들의 이런 욕구를 해결해 줄 수 있다면 어떤 회사들도 성공을 보장받을 수 있는 것이 아닐까. 새로운 비즈니스가 어떻게 형성되고 있는지 살펴봤다.

• Digital Contents
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• no.4 s.83
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• pp.66-69
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• 2000

애플리케이션 통합 솔루션을 통해 고객 중심의 정보 환경을 재구축하기 위한 EAI 시스템 출현 배경과 구축방법론을 집중적으로 살펴본다.

• Proceedings of the KHMA Conference
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• 2013.11a
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• pp.113-132
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• 2013

• Journal of Practical Engineering Education
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• v.6 no.2
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• pp.111-117
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• 2014

The purpose of this study aims to examine the effects of Career Development Center website users' recognition on contents characteristics (User Convenience, Information, Customer Service) on user responses (User Satisfaction, User Loyalty). According to the research result, first, Career Development Center of website contents characteristics explained 36.4% User satisfaction, it was affected significantly Information, User Convenience, and Customer Service in order. Second, Career Development Center of website contents characteristics explained 36.2% User loyalty, it was affected significantly Information, Customer Service, and User Convenience in order. Thus, it was important that Web site contents was improved the Users satisfaction and loyalty of Career Development Center Web site.

• The Journal of the Korea Contents Association
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• v.7 no.11
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• pp.59-68
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• 2007

According to the development of service industry recently, the use of call taxi service is increased to use a taxi more comfortably. But related firms hesitate to construct a call center on account of enormous expense of constructing. Hence we developed the system that can minimize expense of constructing a call center which use a cellular phone. The proposed system is different from the existing call system of using a terminal method. we designed by applying UML(Unified Modeling Language) the system that can integrate and manage operations of customer management, driver management, order management and settlement of accounts etc. more efficiently using CTI(Computer Telephony Integration). Then the designed system is constructed by using Visual Basic 6.0. For implementing CTI more effectively, calling number of customer is received in PC using CID that is commercialized and then the customer's information is retrieved in the Database in real-time. The system proposed in this paper is possible to construct at low expense, can improve customer service level through an efficient customer management solution.

• Journal of Digital Convergence
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• v.12 no.1
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• pp.149-161
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• 2014

According to the economic advancement, the position of service industry in GDP has increased. Development of service industry has solved the employment issue and derived the activation of the internal market. It has contributed to demand creation in health care, education, and culture, enhancing competition of the manufacturing industry and entire economic development. By the development of information communication technologies, improvement of the quality of life from those, and changes in the competitive environment, customers, from businesses and public agencies, or the customer's needs are increasing. In these circumstances, companies are operating non-face-to-face contact call center for the purpose to communicate with customers, handle customer complaints, attract and retain new customers. In this study, to improve the performance of the non-face-to-face contact call center, this study tried to derive the call center's 'Service Process Modeling' and future policy assignment by analyzing the problem from the research of the service and process summary, performance evaluation, call center evaluation and etc.