• Journal of Navigation and Port Research
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• v.36 no.9
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• pp.769-780
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• 2012

In the last several years, South Korea's shipbuilders have been dominating global shipbuilding. Thus, many global suppliers in the shipbuilding industry, especially German supply companies, are eager to get the Korean major shipbuilders as their customer. This study analyzed the different ways of business behaviours of German and Korean businessmen regarding customer-supplier relations. Furthermore, this paper aims to examine the kinds of challenges the international businessmen are confronted with and how this affects everyday business between German suppliers and Korean customers, using several case examples. Finally, backgrounds of cross-cultural problems and conflicts of German-Korean business relations are identified and explained.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.10 no.1
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• pp.209-214
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• 2009

Due to the high level of information supportive function of Internet, the management environment change is accelerating. The Patients are able to have the chances of Hospital- and Doctor-shopping. So the Customer Relationship Management skill or Patient -oriented management is becoming one of the important management method of Hospital. To adapt these trend, many Hospital invest the money and efforts for the implementation of Hospital CRM system. But the Performance of HCRM is not satisfactory for the investor from many reasons. In this paper we try to find out which kinds of factors have the Influences on the Implementation of HCRM, and how is the relation between these factors. We use the Structural Equation Model to clarify these relationships. The result of this paper will contribute in the decision making of the implementation of HCRM in the field, and in providing the knowledge base.

• Information Systems Review
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• v.5 no.1
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• pp.1-18
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• 2003

Many organizations experience that the value they gained from IT (information technology) investment is lower than they expected prior to the actual implementation of a system - the value gap between expected value and realized value from IT. Research on the barriers to the expectation and realization is of high importance both in practice and in IS research. This study analyzed such barriers observed in three companies that have adopted such IT systems as Enterprise Resource Planning (ERP), Supply Chain Management (SCM), and Customer Relationship Management (CRM) systems each. From analyses of the three companies we specifically identified eight types of barriers: barriers related to industry, organization, knowledge, resource, usage, competence, product, and safety. Common barriers among the three cases were classified into six types, e.g. lack of strategic mind-set, improper organizational structure, lack of human resource, etc. We expect that the results help managers in IS investment to minimize the valuation gap and maximize realized values.

• Proceedings of the Korean Society of Computer Information Conference
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• 2018.01a
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• pp.207-210
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• 2018

인플루언서(Influencer)란 소셜 미디어에서 유난히 많은 영향력과 파급효과를 가지고 오는 사람들을 말하며, 이들이 만들어내는 콘텐츠는 이제는 자신들의 브랜딩을 넘어선 커머스(Commerce) 효과를 발휘하고 있다. 본 논문에서는 소셜 웹 그리고 공공데이터를 중심으로 뷰티 빅데이터와 방송 콘텐츠 빅데이터를 수집하고 분석하여 상호 상관성에 기반하여 화장품 관련 기업에서 CRM(Customer Relation Management), PLM(Product Lifecycle Management, SCM(Supply Chain Management System) 등의 경영정보시스템과 연계한 뷰티 분야에 최적화된 통합 경영정보시스템을 제안한다.

• The KIPS Transactions:PartD
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• v.10D no.1
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• pp.167-174
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• 2003

Today in Korea, various types of B2B or B2C businesses are carried out on the Internet and the catalog information is the molt important factor to make customers purchase the product. However, no case can be found where information is shared between the business partners, more specifically, each catalog supplier possesses data that are incompatible with others. Though the e-business market has rapidly expanded, it is still difficult for businesses to attract buyers unless an integrated system is provided for more fast and convenient B2B businesses. Such a systematic and integrated catalog system is highly demanded along with current database management system Therefore, this study suggests the E-Catalog system consists of a fixed and standardized catalog system offering product information and a network-based architecture offering products to customers through a search system. The proposed system also supports CRM (Customer Relation Management).

• Proceedings of the Korean Information Science Society Conference
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• 2002.04a
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• pp.325-327
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• 2002

인터넷을 통한 상품 구매는 이젠 언제 어디서나 쉽게 달 수 있는 현상이다. 또한 각종 쇼핑몰과 경매 사이트의 출현으로 소비자는 보다 쉽고 광범위하게 상품을 구매할 수 있게 되었다. 이러한 인터넷 환경속에서 다양한 형태의 정보 자원의 존재는 상품구매의 다양성 측면에서 바라볼 때는 큰 장점이 될 수 있지만 각 사이트마다의 개별적인 카탈로그 정보의 소유로 사용자가 원하는 형태의 상품구매를 위해선 같은 상품이라 할 지라도 끊임없는 시간적 투자와 노력을 들어야만 하는 불편함이 있었다. 이제 더 이상 각 업체만의 고유 카탈로그 정보를 보유할 필요가 없다. 이에 본 연구에서는 표준화되고 정형화된 카탈로그 시스템을 통해 상품 정보를 가져오고 제공된 네트워크 구조의 검색 시스템을 통해 판매자에게 원하는 물품을 제공하는 E-Catalog 시스템 모델을 설계하여 CRM(Customer Relation Management)을 지원하는 효율적인 Marketplace를 이루는데 방향을 두고자 한다.

• Journal of Information Technology Services
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• v.1 no.1
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• pp.81-117
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• 2002

The generalization of Internet use has been spreaded all over the world and impacted company to introduce intranet and extranet for their operation which dealt with electronic commerce. For these reason, endeavor of implementation of web site system is promotioned and enhanced the possibility of adaptation range for the view of company. Dramatic competition which company faced with the use of internet and request from all over the world made company brought company to various and different type of level. It is necessary to develop website system with experty knowledge to satisfy customer needs. To deal with this situation, works from the level of government should proposed to spread whole country business which propelled through kyungnam mechanic industry information promotion center. With strategic proposal concerning district characteristics to adapt electronic commerce successfully, information promotion should performed. Support of government is needed continuously to realize infra of ASP composed of 4,877 mechanic industry company. It might be possible to deal with international rapid change with cooperation of company and government related department.

• Journal of Internet Computing and Services
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• v.22 no.2
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• pp.69-75
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• 2021

In a contact-free society, online services are becoming more important than classic offline services. At the same time, the role of a contact center, which executes customer relation management (CRM), is increasingly essential. For supporting the CRM tasks and their effectiveness, techniques of process automation need to be applied. Quality assurance (QA) is one of the time and resource consuming, and typical processes that are suitable for automation. In this paper, a method of automatic quality evaluation for voice based consultations is proposed. Firstly, the speech in consultations is transformed into a text by speech recognition. Then quantitative evaluation based on the QA metrics, including checking the elements in opening and closing mention, the existence of asking the mandatory information, the attitude of listening and speaking, is executed. 92.7% of the automated evaluations are the same to the result done by human experts. It was found that the non matching cases of the automated evaluations were mainly caused from the mistranslated Speech-to-Text (STT) result. With the confidence of STT result, this proposed method can be employed for enhancing the efficiency of QA process in contact centers.

• Asia Marketing Journal
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• v.13 no.3
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• pp.25-53
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• 2011

This study probes the effect of loyalty program on the customer retention based on the real transaction data(n=2,892) acquired from education service industry. We try to figure out the outcomes of reward program through more than 1 year-long data gathered and analyzed according to quasi-experimental design(i.e., before and after design). We adopt this kinds of research scheme in regard that previous studies measured the effect of loyalty program by dividing the customers into two group(i.e., members vs. non-members) after the firms or stores had started the program. We believe that it might not avoid the self-selection bias. The research questions of this study could be explained such as: First, most research said that the loyalty programs could increase the customer loyalty and contribute to the sustainable growth of company. But there are little confirmation that this promotional tool could be justified in terms of financial perspective. Thus, we are interested in both the retention rate and financial outcomes caused by the introduction of loyalty programs. Second, reward programs target mainly current customer. Especially CRM(customer relationship management) said that it is more profitable for company to build positive relationship with current customer instead of pursuing new customer. And it claims that reward program is excellent means to achieve this goal. For this purpose, we check in this study whether there is a interaction effect between loyalty program and customer type in retaining customer. Third, it is said that dis-satisfied customers are more likely to leave the company than satisfied customers. While, Bolton, Kannan and Bramlett(2000) claimed that reward program could contribute to minimize the effect of negative service by building emotional link with customer, it is not empirically confirmed. This point of view explained that the loyalty programs might work as exit barrier to current customer. Thus, this study tries to identify whether there is a interaction effect between loyalty program and service experience in keeping customer. To achieve this purpose, this study adopt both Kaplan-Meier survival analysis and Cox proportional hazard model. The research outcomes show that the average retention period is 179 days before introducing loyalty program but it is increased to 227 days after reward is given to the customers. Since this difference is statistically significant, it could be said that H1 is supported. In addition, the contribution margin coming from increased transaction period is bigger than the cost for administering loyalty programs. To address other research questions, we probe the interaction effect between loyalty program and other factors(i.e., customer type and service experience) affecting it. The analysis of Cox proportional hazard model said that the current customer is more likely to engage in building relationship with company compared to new customer. In addition, retention rate of satisfied customer is significantly increased in relation to dis-satisfied customer. Interestingly, the transaction period of dis-satisfied customer is notably increased after introducing loyalty programs. Thus, it could be said that H2, H3, and H4 are also supported. In summary, we found that the loyalty programs have values as a promotional tool in forming positive relationship with customer and building exit barrier.