• Product Safety
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• s.53
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• pp.18-20
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• 1997

하이브리드 마케팅 시스템(Hybrid Marketing System)이란 종래에는 하나의 판매방식으로 소비자의 구매의 결정단계를 고려하지 않고 마케팅의 전과정을 수행하였는데, 이에 비해 하이브리드 마케팅 시스템은 여러 가지의 판매방식을 복합적으로 활용하여 잠재 고객에게 보다 효율적으로 접근하고자 하는 것이다. 이러한 복합적 판매방식을 이용함으로써 고객에게서 나온 정보와 판매과정의 정보를 활용할 수 있어 마케팅 활동을 보다 효율적으로 수행할 수 있는 점이

• Culinary science and hospitality research
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• v.15 no.2
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• pp.322-337
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• 2009

This study focused on the relationships of the effects of DINESERV quality upon customer satisfaction, revisit intention and word-of-mouth intention. In addition, it examined the potential mediation effects of customer satisfaction between DINESERV quality and revisit intention and between DINESERV quality and word-of-mouth intention. To meet the above goals, customers who visited 27 Korean restaurants in Jeonju city were surveyed. Total 428 valid copies of questionnaire were then obtained and used for the data analysis using SPSS and AMOS 16.0 for 2-stage analysis. As a result, it was found that some potential factors of DINESERV, such as service encounter, atmosphere and food quality had significant effects on customer satisfaction, but there was no significant effect in the relationship between DINESERV quality and revisit intention; convenience, a potential factor of DINESERV, had a significant effect on word-of-mouth intention; customer satisfaction had a significant effect on revisit intention and word-of-mouth intention; service encounter, atmosphere and food quality had indirect effects on revisit intention and word-of-mouth intention by way of mediation effects of customer satisfaction.

• Journal of the Korean Institute of Intelligent Systems
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• v.26 no.6
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• pp.439-444
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• 2016

The definition of quality continues to evolve. In recent years, there has been growing interest in how to satisfy customers' potential needs with an emphasis on customer-oriented quality. Two-dimensional quality proposed by Kano provides a useful framework for discovering quality attributes critical to customer satisfaction and it is widely employed for product and service development. In Kano model, quality attributes are classified into attractive, one-dimensional, must-be, indifferent, and reverse ones. Finding attractive elements among them is important for achieving customer satisfaction effectively. However, Kano's classification method has limitations in dealing with customers' ambiguous and complex ideas. The customer response itself includes uncertainty and incompleteness. To overcome this problem, fuzzy methods are incorporated with Kano's classification in this paper. According to numerical comparisons, it is shown that the fuzzy Kano method is useful for accommodating various response of customer and is helpful to identify potential needs.

• Journal of Distribution Science
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• v.8 no.4
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• pp.17-23
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• 2010

The Banking industry is expanding rapidly. To keep the competitive advantages, participating companies concentrate their resource to provide the distinguishable services by increasing the service quality. This study is to find that how three kinds of service quality(process, output, and service environment) affect on the customer satisfaction. In this paper, WPCSI (Weighted Potential Customer Satisfaction Index) was developed using Kano model and PCSI. Kano's model of service quality classification was used to improve customer satisfaction, customer satisfaction index was calculated. Customer satisfaction index was calculated using the existing potential for improving customer satisfaction index (PCSI Index) to complement the limitations of the weighted potential improve customer satisfaction index (WPCSI) were used. Analysis using PCSI improve the quality of service levels may be useful in assessing. However, this figure is a marginal degree of importance on customers and quality characteristics have been overlooked but has its problems. A service provided to customers with some important differences depending on the interpretation of the scope for improvement is to be classified. In other words, the level of customer satisfaction and the satisfaction of the current difference between the comparison factor for the company to provide information about the priority of the improvement was not significant. Companies are also considered important that the customer does not consider the uniform quality of service provided can be fallible. In this study, the weighted potential to improve it improve customer satisfaction index (WPCSI) proposed a new customer satisfaction index. This is for customers to recognize the importance of quality characteristics by weighting factors, to identify practical and improved priority to provide more useful information than has been. Weighted potentially improve customer satisfaction index (WPCSI) presented in this study by the customers aware of the importance of considering the quality factor is an exponent. The results, 'Employees' working ability', 'provided the desired service level', 'staff to handle this task quickly enough' to the customer of the factors had significant effects on satisfaction are met. On the other hand 'aggressiveness on the product description of employees', 'service environment as a whole, beautiful enough to' meet and shows no significant difference between satisfaction. But 'aggressiveness on the product description of employees' and reverse (逆) were attributable to the quality. Small dogs and overly aggressive products that encourage the customer dissatisfaction that can result in widening should be careful because the quality factor can be said. As a result, WPCSI is more effect to find critical factors which can affect customer satisfaction than PCSI. After that, we discuss effects and advantages of customer satisfaction using WPCSI. This study, along with these positive aspects, the limitations are implied. First, this study directly to the bank so that I could visit any other way for customers, utilizing the Internet or mobile to take advantage of the respondents were excluded from the analysis. Second, in survey questionnaires can help improve understanding of the measures will be taken. In addition to the survey targeted mainly focused on Seoul, according to a sample, so sampling can cause problems is the viscosity revealed intends.

• Journal of Service Research and Studies
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• v.10 no.1
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• pp.33-53
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• 2020

The purpose of this study is to empirically examine the causal relationship of CSR activities, customer trust and CCID, customer behavior intention(B.I) in the relationship between CSR activities and customer behavior intention(B.I) in the insurance industry, thereby enable top management of insurance company to take it in their consideration that CSR activity help link to customer behavioral intention by customer trust in them and CCID. To achieve the purpose of the study, the hypothesis was established based on preceding research and theoretical background regarding CSR, trust, CCID, behavioral intention(B.I). And this study conducted AMOS statistical analysis based on effective 526 survey data collected from insurance customers across country through online research company. The result of this empirical study is as follows. First, insurance company's CSR activity has a positive impact on customer's trust and CCID, but it did not have a direct significant effect on the customer's behavioral intention(B.I). Second, both customer's trust and CCID have a positive and significant effect on customer's behavioral intention. Third, we have also found that both Trust and CCID played a mediating role between CSR activity and B,I. Fourth, it was found that authenticity did not moderate the enfluence relationship between CSR activity and Trust, CCID. The result of this study shows that insurance company's active CSR activity increase customer trust, thereby create a sense of unity between the customer and the company, In addition, it shows that when CSR activities are mediated by customer trust and CCID, it could lead to customer behavioral intention(B.I) such as repurchasing and positive word-of-mouth activities. to others. The result of this study will contribute to the future research on CSR literature and the marketing strategy of insurance companies.

• Proceedings of the Korean Society for Emotion and Sensibility Conference
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• 2009.05a
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• pp.14-14
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• 2009

• Culinary science and hospitality research
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• v.15 no.2
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• pp.282-297
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• 2009

The purpose of this study was to determine the difference in the importance of space presentation and served food among potential customers who participate in a party by types of eating lifestyle. The analysis of the validated outcome indicated the followings: Significant differences were found among the participant groups in terms of the importance of spatial presentation and food depending on the eating lifestyle. All those points out that the international party events have a gradually growing demand though they are still in the inchoate stage. Therefore, it should be considered that spatial presentation and food suited to the taste of the participants of a party could contribute to making the party a successful event.

• Proceedings of the Korean Society for Quality Management Conference
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• 2006.11a
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• pp.275-282
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• 2006

급변하는 무한경쟁의 기업 상황에서 앞으로 기업의 생존을 결정할 새로운 시장과 신제품의 방향은 매우 중요한 전략결정이다. 블루오션 전략에서는 기업의 생존을 위해서 기존의 경쟁 시장에서 벗어나 개척되지 않은 새로운 시장으로의 진입을 강조하였다. 이러한 새로운 시장의 진입을 결정하는 방법으로 전략캠퍼스를 제시하였다. 그러나 전략캠퍼스는 기업에서 블루오션을 찾는 방법에서 한계를 갖고 있었다. 본 연구에서는 블루오션 전략의 전략캠퍼스를 대신하여 새로운 시장 또는 제품의 선정방법으로 Timko의 고객만족계수를 사용하였고 레드오션의 유지 전략을 잠재적 고객만족 개선 지수(PCSI Index)를 적용함으로써 고객의 소리를 통하여 블루오션의 접근하는 방법을 제시하였다.

• Journal of Service Research and Studies
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• v.11 no.3
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• pp.17-30
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• 2021

In the context of Sharing Accommodation has become a new type of accommodation choice for customers. The purpose of this study is to improve the existing defects of Sharing Accommodation Services through insight into the pain points of customer experience, so as to improve customer satisfaction. In this study, Airbnb and Tujia were selected as the subjects for comparative study. By collecting and sorting out references, the research background of Sharing Accommodation is analyzed in depth. Research methods of Service Design, such as Customer Journey Map and Service Blueprint, are adopted to gain insight into customer needs, identify pain points and propose hypothesis of service optimization. Tools such as Kano Model and Potential Customer Satisfaction are used to test and determine three schemes for optimizing the service. Finally, the results are displayed through Service Scenario. The research results can help operators of Sharing Accommodation to identify and improve the elements of service and provide a higher quality customer experience, thus promoting the healthy development of Sharing Accommodation market.

• KIPS Transactions on Software and Data Engineering
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• v.11 no.6
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• pp.237-244
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• 2022

In this paper, we present VAE-based recommendation using online behavior log and purchase history to overcome data sparsity and cold start. To generate a variable for customers' purchase history, embedding and dimensionality reduction are applied to the customers' purchase history. Also, Variational Autoencoders are applied to online behavior and purchase history. A total number of 12 variables are used, and nDCG is chosen for performance evaluation. Our experimental results showed that the proposed VAE-based recommendation outperforms SVD-based recommendation. Also, the generated purchase history variable improves the recommendation performance.