• Culinary science and hospitality research
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• v.16 no.2
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• pp.64-76
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• 2010

This research presented research objective on service recovery equity and related scientific purpose and a practical view based on actual problems and needs of hotel restaurant service management, deriving following research results. First, through considering previous research related to service recovery equity, theoretical system on segmentation of customer appraisal through business situation variables and recovery equity are presented. Second, in the enlarged meaning of existing recovery equity and related previous research, relationship was examined closely through an analysis of new causal relationship on recovery equity and research on relationship between recovery equity and customer appraisal. Third, the effect of service recovery equity affecting consequences on satisfaction and the intention of action were analyzed through customer appraisal and examined the relationship between service recovery equity and customer attitude. In this research, implications on future scientific and practical views based on the results are as follows. Not only the necessity of further research on the general service industry but also research on customer appraisal systems were suggested by offering parameters segmented from service recovery through customer satisfaction and intention of action for customer appraisal.

• Proceedings of the Korean Institute Of Construction Engineering and Management
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• autumn
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• pp.549-554
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• 2002

As the rate of housing supply is increased and consummer's diversified demand is changed. the direction of management of construction company is changed into marketing-based and the development of distinguished product. Therefore, this study purpose to establish the marketing strategy of apartment by the method of market segmentation. This study purpose to (1) analyze general methodology of apartment market-segmentation and positioning, (2) propose an alternative plan of apartment positioning for the effective marketing strategy. The method which was proposed in this study will be applied in strengthening the popularity of construction companies and the development of distinguished products.

• Culinary science and hospitality research
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• v.20 no.6
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• pp.69-79
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• 2014

How the menu selection attributes and menu design attributes influence the customer value and customer satisfaction is a major study object. In order to achieve the purpose of this study, a questionnaire survey was conducted to the consumers of 4 Western restaurants. Selecting 223 copies, the diversity of menu and convincibility of menu turned out to be influential on the customer value. In the Hypothesis 2, menu selection attributes turned out to be influential on the customer satisfaction. In the Hypothesis 3, menu design turned out to be influential on the customer value. In the Hypothesis 4, menu design turned out to be influential on the customer satisfaction. In the Hypothesis 5, the customer value turned out to be influential on the customer satisfaction. The study shows that the importance of menu selection and menu design is a significant in regards to customer value and customer satisfaction.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2012.05a
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• pp.905-906
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• 2012

In this paper, we develope new goods for helping of increasing income that tube arched POP by using PVC papers to PET plating films. General market is supported with high quality POP by using specified goods and increased value of goods. Also, it is easily developed with new material with re-combination of existing materials. The purpose of this paper is that good design and materials of POP spreads widely not only big markets but also small shops.

• 한국디지털정책학회:학술대회논문집
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• 2005.11a
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• pp.45-60
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• 2005

The purpose of this study is to classify customer by e-mailing responsiveness on time-series analysis and testify the effectiveness of grouping by ROI analysis. Response recency, response frequency and Activity(RFA) of e-mailing systems were adapted for Customer segmentations. ROI analysis were consisted of open, click-through, duration time, personalization, conversion rate and email loyalty index of email systems. Major findings are as follows: RFA analysis is used for customer segmentations that is fundamental process of e-CRM applications. Customer segmentations were loyal customer, odds customer, dormant customer, secession customer and observation customer by RFA grouping. Loyal customer group has high point in all ROI index compared to other groups. These results indicated that customer responsiveness of e-mailing systems were appropriate methods to grouping the customer with demographic variables. Therefore, effective e-mailing marketing strategy of e-Biz have suitable active DB and Behavior targeting is best approach to enforcing the target e-mailing marketing.

• Asia Marketing Journal
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• v.7 no.1
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• pp.21-42
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• 2005

Customer Relationship Management (CRM) is a corporate marketing strategy maintaining and managing customers. And with CRM companies maximize the customer's value through a series of processes of new customer retention, VIP customer retention, customer value increase, potential customer activation, and customers for lifetime by collecting the customer information and taking advantage of it effectively. In particular, as the competitive environment is changing rapidly and getting more intense, maintaining the customer retention through customer churn management becomes more important in order to increase the customer value for maximizing the company's profit and to build up the relationship with customers. For example, the financial industry has managed the customer churn with the concept of customer segmentation. Recently the customer retention and churn management is becoming increasingly important in all business fields as well as financial industry since the companies expect the effect of preventing the customer churn by identifying characteristics of customers. However, despite the increasing interest and importance of the management of the customer churn, not many of studies are systematically executed by analyzing the data of customer churn. In this study we analyze the actual data of CRM activities for the customer retention, specifically the data of TV home-shopping. By doing so, we hope to identify the differences of demographic attributes and transaction specific characteristics in consumer behaviors between the churning customer and the retained customers. In addition, we try to find out the variables which can impact the churning of the customers and to predict the churn rate of individual customer through our proposed model of customer churn. In the end, based on our findings we suggest the possible marketing strategies for TV home-shopping companies.

• Journal of the Korea Society of Computer and Information
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• v.13 no.2
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• pp.41-50
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• 2008

This paper proposes the recommendation system which is a new method using RFM method in mobile internet environment. Using a implict method which is not used user's profile for rating, is not used complicated query processing of the request and the response for rating, it is necessary for user to keep the RFM score about users and items based on the whole purchased data in order to recommend the items. As there are some problems which didn't exactly recommend the items with high purchasablity for new customer and new item that do not have the purchase history data. in existing recommendation systems, this proposing system is possible to solve existing problems, and also this system can avoid the duplicated recommendation by the cross comparison with the purchase history data. It can be improved and evaluated according to the criteria of logicality through the experiment with dataset, collected in a cosmetic cyber shopping mall. Finally, it is able to realize the personalized recommendation system with high purchasablity for one to one web marketing through the mobile internet.

• Journal of Intelligence and Information Systems
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• v.13 no.4
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• pp.17-34
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• 2007

Organizations have realized the importance of CRM. To obtain the maximum possible lifetime value from a customer base, it is critical that customer data is analyzed to understand patterns of customer response. As customer databases assume gigantic proportions due to Internet and e-commerce activity, data-mining-based market segmentation becomes crucial for understanding customers. Here we raise a question and some issues of using single SOM approach for clustering while proposing multiple self-organizing maps approach. This methodology exploits additional themes on the attributes that characterize customers in a typical CRM system. Since this additional theme is usually ignored by traditional market segmentation techniques we here suggest careful application of SOM for market segmentation.

• Korean Journal of Construction Engineering and Management
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• v.11 no.6
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• pp.100-110
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• 2010

The main roots of CM service contracts include existing customer repurchases and those made by new customers by existing ones. The study on customers and loyalty can be factors to strengthen CM's competitiveness. However, there have been little attempt to study customer satisfaction and customer loyalty. Construction Management (CM), the advanced construction management method, was introduced 15 years ago in the mid 1990's in the domestic market. The aim of this research is to build a model that can predict customer loyalty based on how much customers are satisfied with CM service. To measure customer satisfaction and loyalty, this research surveyed 135 decision-makers who have experienced CM services. Customer satisfaction was tested and analyzed according to different phases: planning, designing, procurement, construction, and post construction. Referral intention was tested based on NPS theory. Customer types were divided into detractors, passively satisfied and promoters according to the tested measurement and multinomial logistic regression between the satisfaction by construction phases and customer types. This research resulted to a model that can predict customer types: detractors, passively satisfied and promoters, which were determined according to satisfaction level. The initial planning phase also revealed which factor is most influential for a customer to become promoter. These results can be used to acquire customer loyalty by managing the satisfaction of customers through a project under an Internet-based environment. Such can provide the needed information in quickly exploring positive and negative word-of-mouth feedbacks.

• Journal of dental hygiene science
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• v.4 no.2
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• pp.61-73
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• 2004

In this study, I have analyzed domestic dental clinics which had introduced CRM for customer satisfaction management. The purpose of this study is to provide information for designing efficient CRM. I would suggest some strategies to carry out CRM as followed. First, promote long-term relationship with customers. Second, select a target patient group and classify customers. Third, set a systematic database up. Fourth, make various channels to communicate with customers. In addition, the following ways are essential to be successful in implementing CRM. First, strengthen the service provided at the Moment of Truth (MOT). Second, organize learning in hospital and all the staff should be customer-oriented. Third, perform systematic "internal marketing".