• Journal of Industrial Convergence
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• 제6권1호
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• pp.35-56
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• 2008

포화상태인 인증사장은 신규기업 유치 보다 기존기업 유지를 통해 이탈율을 최소한으로 줄여야 한다. 기업의 여건, 성향, 요구사항 등을 분석하여, 고객관리시스템을 도입하여야 한다. 수많은 기업정보를 세분화하여 분류하고 이것을 이용하여 고객정보를 관리해야 한다. CRM은 고객관리를 효율적으로 할 수 있는 정보관리시스템이다. CRM 시스템을 효과적인 구축을 위해서는 설문지 및 QFD을 통해서 고객의 요구사항을 파악하고, SWOT을 통해 외부환경 및 내부역량을 파악한다. 또한, 내부적으로 CRM 체크리스트를 작성하고, 체크리스트에 기록된 내용을 분석하여 나온 결과를 중심으로 하여 부족한 부분에 대해서는 집중적으로 개선방안을 수립해야 한다. 고객의 등급을 RFM에 의해 분류하여 관리해야 한다. 고객의 등급 및 분류에 따라 마케팅 전략을 수립하여 운영 및 관리를 해야 한다. CRM 구축을 통해 CRM 인프라를 강화하고 CRM 전략을 수립해야 마케팅 및 기술 경쟁력을 확보할 수 있을 것이다.

• Journal of Korea Technology Innovation Society
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• 제20권2호
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• pp.406-429
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• 2017

Most of the GRI's that are organized and operate a regional. However, the limitations of the building that faces its own innovation system of the area, difficulties in management of the individual institution and community organizations operating in various industries such as inadequate to meet demand. This study examined the quality attributes of the GRI's regional organization's operations and policy improvements on the GRI's key features and regional organizations in the region to suggest future operating efficiency in the consumer's point of view based on the Kano Model and Timko Model. The results showed the different properties depending on the quality of corporate premises, and whether or not its own R&D organization. These results could be used as a basis for future policy design in accordance with GRI's regional organization establishment, operation and evaluation.

• Journal of Digital Convergence
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• 제13권5호
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• pp.129-137
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• 2015

This study was carried out to verify application motive for consulting upon the path between quality perception and use of results in the government-supported convergence consulting service on SMEs. A survey was conducted on SMEs which went through government-supported consulting, with the following results of the study. First, it turned out that the perception of the quality of consultant's performance and the perception of the quality of the government support have a positive impact on the perception of the quality of consulting results. Second, the perception of the quality of consultant's performance has a positive impact on the use of consulting results. Third, it was proved that the perception of the quality of the government support has no impact on the use of consulting results. Fourth, it was demonstrated that the perception of the quality of consulting results has a positive impact on the use of consulting results. Fifth, it turned out that there is a difference in paths of non-voluntary application group and application group and application group for consulting service. This study implies that it is necessary to reinforce consultant's competence, government support system and voluntary application for consulting.

• Journal of Digital Convergence
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• 제19권11호
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• pp.53-62
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• 2021

Distance learning (DL) has become a major issue in the educational field with the spread of COVID-19. In order to enhance the satisfaction of DL learners, efforts to cultivate learners' competencies, as well as investment to build IT infrastructure, and activities to support high-quality content provision should be comprehensively considered. Based on a survey of 221 college students, this study verified that digital literacy (knowledge, skill, and mind) and information systems success factors (system, information, and service quality) all positively affect DL satisfaction, in turn, which positively influences on DL continuance. This study is meaningful in that it comprehensively considered learner's ability and IT infrastructure and analyzed the effect on the satisfaction and intention of continuous use of DL. In the future, it is necessary to expand the target of not only college students but also elementary and secondary students and instructors, and to further consider interaction, which is a major factor in the distance learning process.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• 제7권3호
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• pp.39-44
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• 2012

The purpose of this study is verify the effects of management consultant on management performance for technical consulting through 235 small and medium sized enterprises in korea. Management effects has been applied to the industry for the strengthening the competitiveness regardless of the management consultant. however, it has been argued that the applied to the small and medium sized enterprises. The reliance analysis for the measurement material on the questionnaire was verified by Cronbach's alpha coefficient. ability of the management consultant, performance of the management consultant, conditions of the Enterprise were verified through the structural analysis by using SPSS statistic package. The influence evaluation among the groups was evaluated by the structure.

• Journal of Korean Society of Industrial and Systems Engineering
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• 제46권2호
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• pp.47-56
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• 2023

This study identified the core competencies of aircraft maintenance quality engineers and compared the importance and retention of core competencies. Through literature research, 21 core competencies were derived in three areas of management technology, elemenal technology and collaboration technology, and a survey was conducted on the importance and retention of core competencies for 42 aircraft maintenance quality engineers. As a result of the survey, the importance of all core competencies of aircraft maintenance quality engineers is 3.95/5 on average, and the retention of all core competencies is 3.99/5 on average. 'Risk Management', 'Creating Document', 'Honesty/Moral' were identified as the most important competencies in each area, and 'Quality Management', 'Language', 'Honesty/Moral' were identified as the most possessed competencies in each area. An IPA (Importance-Performance Analysis) was performed to analyze the details. Through IPA, 'Risk Management' and 'Safety Management' were evaluated as having a low degree of retention compared to a high level of importance. Therefore, they were identified as a core competencies that need to be improved first. In addition, the characteristics of each core competency and the recognition level in the field were also identified. This study will be helpful in defining the roles and functions of aircraft maintenance quality engineers to improve flight quality and prevent aviation accidents.

• Journal of the Korea Academia-Industrial cooperation Society
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• 제20권1호
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• pp.304-312
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• 2019

Service companies are making constant efforts to gain positive business performance such as customer satisfaction, quality improvement, and valuable management. Compared to other industries, service companies are highly dependent on workers for responding to customers and satisfying various customer needs in terms of business content and type. Thus, the attitude, given, environment, and capacity of the workers who supply service and serve customers are important factors that directly and indirectly influence customer satisfaction and performance. To enhance the performance of organizations and gain competitive advantage, it is important to provide the various forms of social support for workers as service suppliers. In this sense, active interests including the development of personal competence, support for working environment, and providing chances for the development of new services are significant. This study is a follow-up study on the influence of social support for positive psychological capital, creativity, and work performance of service workers. Among the service process matrix, this study targets the workers involved in mass service fields and seeks to examine how support for co-worker influences the performance through self-efficacy. No empirical analysis has examined workers involved in mass service fields. Thus, this study aims to take an approach different from that of previous studies and to suggest more effective human resource management strategies for enhancing the competitiveness of service companies and provide related implications.

• Asia Marketing Journal
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• 제8권1호
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• pp.105-132
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• 2006

The major purpose of this study is to investigate the impact of environmental uncertainties and logistics resources capabilities mediated by relational norms and logistics services on logistics performance in the industrial products. The 272 data were collected from the key informants who were working at the logistics-related departments in the H Heavy Industries & Construction and HSD Engine. The following results were verified using structural equation modeling. First, environmental uncertainties such as dynamism and heterogeneity unexpectedly had insignificant effects on relational norms such as information exchange and flexibility and logistics services such as product availability and on-time delivery. Second, logistics resource capabilities showed unique effects based upon its component's characteristics. For example, Logistics Information Systems did not have direct impact on logistics services but had indirect effect on logistics services via relational norms. On the other hand, logistics resources such as logistics specific assets and transportation service competencies had direct impact on logistics services but not on relational norms. Third, relational norms between transaction partners significantly affected logistics services but had insignificant effects on logistics performance such as logistics costs reduction and delivery qualities. Fourth, consistent with several studies, excellent logistics services between industrial purchaser and suppliers based upon relational norms did have significant effect on logistics performance such as delivery consistency and delivery qualities. Finally, the empirical results in this study could be strategic logistics management guidelines based upon the theoretical relationships among the environmental uncertainties, logistics information systems, logistics resources, relational norms, logistics services, and logistics performance.

• Journal of Venture Innovation
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• 제5권1호
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• pp.19-37
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• 2022

The purpose of this study was to find out what could be the cause of increasing the re-use intention for the continuous management of customers in terms of finding a strategic plan for the survival of Medium Sized Hospital To this end, a hypothesis for the direct effect verifying the structural relationship, a hypothesis for the mediating effect of attachment, and a hypothesis for the moderating effect on the hospital image were presented. The survey analysis results for customers who experienced the services of 5 Medium Sized Hospital in Gyeonggi-do were as follows. First, The results of analysis of the effect of Medium Sized Hospital customers' perceived value on reuse intention are as follows. all sub-factors of perceived value did not have a significant effect on reuse intention. This is significant in that it shows that the change occurred due to the involvement of attachment. Second, the results of examining the mediating effect of attachment in the relationship between the perceived value of small and medium hospital customers and their intention to reuse are as follows. Attachment to doctor's competency significantly mediated the relationship between quality value and reuse intention, emotional value and reuse intention, and social value and reuse intention. Significantly mediated the relationship between the provinces and the relationship between the price value and the intention to reuse. Third, hospital image significantly adjusted the relationship between quality value and medical technology competency. Based on the above results, it is necessary to establish a strategy of value perceived by customers as a strategy to increase the reuse intention of small and medium hospital customers. Therefore, the strategic goal setting of this value should be 'promoting attachment', and since the hospital image adjusts the perceived value and attachment of small and medium hospital customers, it is an image strategy that allows customers to appreciate their attachment to doctors and medical technology more highly. will have to establish.

• Journal of the Korea Academia-Industrial cooperation Society
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• 제20권5호
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• pp.520-529
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• 2019

This paper has made an empirical research on airline staff working at Incheon international airport, who perceived safety culture in their organization and delivered safety information while the staff were providing service against passengers. The purpose of this paper was to analyze the relationship among safety culture, service quality and service provider efficacy to find out which factor of safety culture had a significant effect on both service quality and service provider efficacy. Following the results from empirical research, this paper would provide administrative implications which could be applied to improve airline's service quality and to manage effectively the airline staff at field. According to research, it was found fairness culture among safety cultures had a positive and significant effect on both service quality and service provider efficacy. However, reporting/studying culture had a negative effect on them. In other words, it would decrease airline service quality and prevent active service provider's efficacy at airport if a airline management focused reporting/studying culture of safety. It is important to settle down fairness culture of safety to motivate and improve service quality.