• Korean Journal of Construction Engineering and Management
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• v.14 no.2
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• pp.65-77
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• 2013

Recent economic slump is making the construction industry's overall construction business environment worse. Contractors which are under the legal management and/or walk out are to the brink of 25 companies according to the Construction association of Korea released in 2011. It means that existing construction companies are required to transform the fundamental ideology of existing operation framework, and besides, existing companies should be transformed to service industry in order to proceed further into the developing future industries. In this study, it will be chosen the internal marketing related factor like 'Satisfying employees, internal customer, are the first thing to do in order to satisfy external customer.' which is about existing service industry field before its implementation in construction companies. In addition, appropriateness test will be performed including both interactions between each of the factors affect mutually and looking into any management improvement effects on contractors. And also, this proposal is suggested by approaching with internal marketing strategy which is both paradigm shift for customers by construction company members and another internal communication way as a means of overcoming the crisis of overall construction industry under currently happening.

• The Journal of the Korea Contents Association
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• v.6 no.1
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• pp.179-189
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• 2006

Recently, according to the development of computer technology, a large amount of customer data have been stored in database. Using such data, decision makers extract the useful information to make a valuable plan with data mining. In this paper, we design a forecasting model that classifies the exiting customers in the telecommunication industries using the classification rule, one of the data mining technologies. In other words, this paper builds a model of customer loyalty detection and analyzes customer patterns in mobile communication service market with data mining using neural network and regression methods. This model improves the relationship of customers and enterprises. As a result, the enterprise creates the profits from many customers and the customer receives more benefits from the enterprise.

• 재활복지
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• v.17 no.4
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• pp.103-126
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• 2013

The main purpose of this study is to investigate influence of sheltered workshop management consulting on management performance and reflect its outcome in order to improve the rationalization of management at sheltered workshop. The major results of this study that are summarized as follows: First of all, executive of sheltered workshop has expected management consulting. Management performance consist of business management, marketing, accounting/finance, production/operations. Marketing appears to have the highest expectations of these. Second, executive of sheltered workshop has expected management performance. Management performance consists of customer satisfaction Performance, internal process performance, financial performance. Internal process performance appears to have the highest expectations of these. Third, executive of sheltered workshop recognize management consulting that affects customer satisfaction performance. In particular, appears to have the greatest impact on the field of business management. Fourth, management consulting performance of sheltered workshop affects management consulting that affects internal process Performance. In particular, business management, production/operations appear to have the highest affectability better than others of these. Fifth, executive of sheltered workshop recognize management consulting that affects financial performance. In particular, business management, production/operations appear to have the highest affectability better than others of these. Sixth, executive of sheltered workshop recognize management consulting that affects customer satisfaction performance, internal process performance, financial performance. customer satisfaction performance appear to have the highest, financial performance appear to have the lowest.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.20 no.3
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• pp.110-124
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• 2019

In recent years, over-supply of hospitals has made hospital management more difficult and hospitals have introduced innovative hospital management to enhance customer satisfaction. The purpose of this study is to investigate the effect of innovativeness of hospitals on customer satisfaction by using mediating effects of hospital capacity and location strategy. The subjects of this study were selected from 120 patients and caregivers who were hospitalized in Seoul and Metropolitan area hospitals and conducted questionnaire and statistical analysis. The results of this study are as follows: Firstly, this paper shows hospital Innovativeness does not significantly affect customer satisfaction. Unlike private companies, it is urgent to develop innovativeness measuring tools that are unique to hospitals differentiated from those of general companies. Secondly, although the impact of Innovativeness on hospital internal competency and location strategy was similar, location strategy(${\beta}=0.357$) had a greater impact on customer satisfaction than internal competency(${\beta}=0.283$). This suggests that the medical institution should take precedence over the detailed preparations based on its location marketability, traffic infrastructure, building sales and medical concentration from the time of its opening. Thirdly, this paper confirms through empirical analysis that the relationship between hospital Innovativeness and customer satisfaction is completely mediated by internal capacity and location strategy. The hospital's Innovativeness is affecting customer satisfaction by enhancing the hospital's internal competencies and inducing an active attitude toward establishing a location strategy.

• Management & Information Systems Review
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• v.29 no.3
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• pp.97-121
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• 2010

Many enterprises introduce CRM as a new process accessible to customers. And BSC forces managers to focus on balanced measures of business performance that are most critical. The purpose of this study is to find out the determinants of CRM adoption through the analysis which examine the relationship among the key success factors, and business performance using the BSC perspective. This study also gives the suggestion for the effective CRM implementation in the korean companies. This study has been conducted using the data collected from 115 companies implementing CRM. By analyses of the questionnaires, empirical results shows that the implementation of CRM has positive effect on business performance with 4 perspectives of BSC. The contribution of this study is that it provides a conceptual framework and empirical evidence of the causal relationship between key success factors, and business performance with 4 perspectives of BSC concept. This study showed that more consideration are essential to obtain balanced business performance for companies with CRM adoption plan.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2001.10a
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• pp.261-264
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• 2001

제조업의 e-Transformation을 통한 경쟁력 향상 방안은 닷컴 기업의 수익성 향상 등과 함께 e-비즈니스 모델 설계의 주요 이슈이다. 본 논문에서는 제조기업의 e-Business화라는 포괄적인 주제에 대하여 철강산업을 대상으로 변화에 대한 주요 요소와 관련된 실증적 사례를 제시하는데 초점을 두었다. 주요 변화관리(Change Management) 요소로는 기업의 내,외부 공급사슬 최적화, 고객관계관리, 구매 및 판매 관련 전자상거래와 정보시스템 활용 등을 정의하고, 이와 관련된 AS-IS 대비 TO-BE의 성과 향상을 위한 개선가능요인(Improvement Potential)과 달성방안을 전개하였다. 본 논문의 특징은 재고 등 내부 효율성 관련 성과 및 고객과 관련된 서비스 수준 향상을 위한 공급사슬 상에서의 Electronic 가치사슬의 재구성과 Logic 개선요소를 철강산업의 실증적 사례를 통하여 제시한데 있다.

• The KIPS Transactions:PartB
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• v.11B no.1
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• pp.71-76
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• 2004

The recent ERP and CRM is mostly focused on the conventional function performances. However, the recent business environment has brought the change in market due to the rapid progress of internet and e-commerce. It is mostly becoming e-business and spreading out as development of the relationship with other cooperating companies, the rapid progress of the relationship with customers, and intensification competitive power through the development of business progress in the organization. CRM(custom relationship management) is a kind of the marketing progress which forms, manages, and intensifies the relationship between the customers and companies to manage the acquired customers and increase the worth of customers for the company. It needs the system base which analyzes the information of customers since it functions on the basis of various information about customers and is linked to the business category such as producing, marketing, and decision making. Since ERP is extending its function to SCM, CRM, and SEM(strategic Enterprise Management), the 21 century s ERP develop as the strategy tool of e-business and, as the mediation for this, will subdivide the functions of CRM effectively by the analogic study of data. Also, to accomplish classification work of the file which in existing becomes accomplished with possibility work with an automatic movement with the user will be able to accomplish a more efficiently work the agent which in order leads the machine studying law, it is one thing with system feature.

• Proceedings of the Korean DIstribution Association Conference
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• 2006.02a
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• pp.43-78
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• 2006

While trust and commitment, essential ingredients of the relationship quality variables, are core mediating variables for the purpose of maintaining the long-term relationship, in the context of the internal political economy of company and the relational performance of its members, there have been limited studies which explore as to how each of the dimensions have affect differently. The basic purpose of this study is to examine the relationship between an automobile manufacturer and its agencies. The main purpose of this study is to examine how each different dimension of trust and commitment on the automobile manufacturer have different mediating effects in the context of internal political economy variables and relational performance perceived by its agents. Another purpose is to investigate the mechanism by which the relational performance of the agencies is improved. An empirical study surveying 115 sales office managers at a leading automobile manufacturer in Korea was conducted. An analysis of the collected data indicates that while internal political economy variables have a positive influence on the agencies' relational performance through the mediating role of trust and commitment, agencies' benevolence on its headquarter has a different influence on the dimensions of commitment. Currently, an automobile manufacturer is advised to implement the relational management philosophy in dealing with its agencies with an hope of innovative orientation for customers. In this sense, this study is a big stride in providing ample implications for the automobile manufacturer in establishing trust and commitment, which are the prerequisite conditions in developing and maintaining a successful long-term relationship with its agencies, and in improving the agency's relational performance.

• Journal of Digital Convergence
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• v.13 no.11
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• pp.303-311
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• 2015

The aim of this study was to identify the effect of organization culture perceived by nurses on the customer orientation. The participants in this were 442 nurses and data were collected from October 1 to 15, 2014. Data was analyzed using SPSS 21.0 programs. The nursing organizational culture positively correlated with nurses' customer orientation. The amount of customer orientation had interrelation with relationship orientated culture, rank orientated and task orientated culture, in charge nurse, and non-shift work as a working type in nursing organizational culture were significant variables which allowed to expect customer orientation. Therefore, hospital managers should put efforts to develop nursing organizational culture filled with internal members in order to improve nurses' customer orientation.

• Journal of the Korean Society of Food Science and Nutrition
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• v.35 no.8
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• pp.1076-1087
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• 2006

The purpose of this study was to identify critical control points of service encounter by types of restaurants in order to manage moment of truth when customers encounter services. Questionnaires were collected from 812 customers (aged 15 years or older) who had used restaurants in Seoul, from October 24, 2005 to November 6, 2005. The main results of this study were as follows: Statistically significant differences were shown between importance and performance of interaction quality, physical environment quality and outcome quality. Significant differences were also shown in importance and performance of interaction and physical environment quality, and performance of outcome quality by restaurant types but no significant difference was indicated in importance of outcome quality by restaurant types. That is, the importance of outcome quality, which means the quality of food, was regarded as important by customers who use restaurants regardless of types of restaurants. The result of examining interaction quality showed that family restaurants managed waiting customers quite well and provided information on the Internet homepage. Performance of responding to customers with complaints was rated the highest in family restaurants. Regarding physical environment quality, importance and performance scores significantly differed by types of restaurants in order of fine-dining restaurants, family restaurants, and fast-food restaurants. In terms of service encounter quality, items whose importance scores were high but performance scores were low in importance-performance analysis matrix were 'quality of provided food is always uniform' and 'the space between other tables is enough' for fine-dining restaurants. In family restaurants, 'size of chairs or tables is enough', and 'the space between other tables is enough' were included in the items, while 'interior facilities are attractive', 'size of chairs and tables is enough', and 'the space between other tables is enough' were included in the items in case of fast-food restaurants. A difference was indicated depending on types of restaurants.