• Journal of Intelligence and Information Systems
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• v.9 no.3
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• pp.23-47
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• 2003

Traditional studies for customer relationship management (CRM) generally focus on static CRM in a specific time frame. The static CRM and customer behavior knowledge derived could help marketers to redirect marketing resources fur profit gain at that given point in time. However, as time goes, the static knowledge becomes obsolete. Therefore, application of CRM to an online retailer should be done dynamically in time. Customer-based analysis should observe the past purchase behavior of customers to understand their current and likely future purchase patterns in consumer markets, and to divide a market into distinct subsets of customers, any of which may conceivably be selected as a market target to be reached with a distinct marketing mix. Though the concept of buying-behavior-based CRM was advanced several decades ago, virtually little application of the dynamic CRM has been reported to date. In this paper, we propose a dynamic CRM model utilizing data mining and a Monitoring Agent System (MAS) to extract longitudinal knowledge from the customer data and to analyze customer behavior patterns over time for the Internet retailer. The proposed model includes an extensive analysis about a customer career path that observes behaviors of segment shifts of each customer: prediction of customer careers, identification of dominant career paths that most customers show and their managerial implications, and about the evolution of customer segments over time. furthermore, we show that dynamic CRM could be useful for solving several managerial problems which any retailers may face.

• Journal of Information Technology Services
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• v.12 no.3
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• pp.55-71
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• 2013

Mobile communication industry is attracting a lot of attention all over the world and is expected to continue developing endlessly with the current rapid development of IT industry. Nowadays, mobile communication companies of vietnam are competing about service quality in order to retain existing customers and improve customer satisfaction and customer loyalty. This study attempts to research about the effect of mobile communication service quality on customer satisfaction and affecting relationship between customers satisfaction and customer loyalty. In this research empirically examine how mobile communication service quality influence customer loyalty in Vietnam. To do this, after considering characteristics of mobile communication service quality, quality measurement instrument was designed including call quality, call charge, cellphone, added service quality, corporate image, employee's attitude, and behavior. The study finds that all factors of call quality, added servces quality, corporate image, employee's attitude and behavior have positive effect on customer satisfaction except call charge and customers satisfaction also effects customers loyalty positively. From these results, Vietnam domestic mobile communication companies and foreign companies can grasp the general information about Vietnam mobile communication industry, and then, establish customers satisfaction strategies more effectively.

• Journal of Distribution Science
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• v.16 no.7
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• pp.17-24
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• 2018

Purpose - This study focuses on the quality of nonverbal communication by the flight attendants at the airline, and the factors that contribute to improve customer behavior, thereby providing positive implications for corporate management. Research, design, data, and methodology - For the empirical analysis of this study, reliability analysis and frequency analysis were conducted. T-test and ANOVA analyses were performed. In addition, the effects of nonverbal communication have on customer behavior have regressed analysis. The collected data was empirical suing the SPSS Win 18.0. Results - Among the non-verbal communication qualities were found to significantly influence customer attitudes, and demographic differences in airline flight attendants were also shown to influence their perceptions. Empirical analysis revealed significant differences in demographic characteristics between gender, age and airlines used. Conclusions - All of the non-verbal communication's attributes were found to significantly impact customer attitude. It is used to train the importance of nonverbal communication quality for the role of cabin crew members and to enhance the loyalty of the customers to Airline. This study identifies the relationship between the impact of non-verbal communication quality on customer attitudes and implies the importance of non-verbal communication quality for airline flight attendants. Also, this study suggests that there is a close mechanism between the nonverbal communication and the customer attitudes to airlines.

• Journal of the Korean Home Economics Association
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• v.41 no.12
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• pp.1-12
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• 2003

The purpose of this study was to identify importance of salesperson's selling behavior's such as orientation and loyalty. A total of 350 questionnaires was distributed to high school students in the city of Daegu area and 306 respondents were used for the statistical analysis. The primary methods of the statistical analysis employed in this thesis to test the hypotheses were factor analysis, reliability analysis, correlation, and linear regression. SPSS package program was used to analyze the data. The results are as follows：1. Customers felt dissatisfaction at salesperson's selling-orientation and felt satisfaction at customer-orientation when they buy the clothes. The salesperson's selling behavior was connected with customer's satisfaction directly, and was very important to retail market 2. The customer satisfaction of salesperson shows meaningful relation and has influenced on salesperson loyalty as well as customer satisfaction of store. But the customer satisfaction of salesperson has not influenced on store loyalty. 3. The customer satisfaction of store shows meaningful relation and has influenced on store loyalty, but not on salesperson loyalty. 4. The salesperson loyalty shows meaningful relation with and has influenced on store loyalty. The more salesperson loyalty increases, the more store loyalty increases. Accordingly, it is concluded that the future success of firms and retailers depends on the quality of the relationship between customers and salespersons.

• Asia Marketing Journal
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• v.18 no.2
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• pp.1-23
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• 2016

People receive support from others to solve problems that are difficult to solve on their own. During service encounters, customers also receive help from other customers. Inter-customer helping is a type of Customer Citizenship Behavior (CCB), which has become more prevalent with increased use of self-service technologies (SSTs). However, not all helps are created equal. The current research investigates the effects of the two types of help, autonomy- and dependency-oriented help during service encounters. Autonomy-oriented help refers to a partial hint to the problem, whereas dependency-oriented help refers to the full solution to the problem. Through experimental studies, we provide evidence that depending on the types of help received during service encounters, customers show different levels of satisfaction toward the firm. The results from Studies 1A and 1B show that autonomy- (vs. dependency-) oriented help leads to higher customer satisfaction. In addition, the current research demonstrates the mechanism for such effect. The results from Study 2 show that the relationship between the types of help and customer satisfaction is mediated by instrumentality and anxiety, which represent cognitive and affective paths respectively.

• Management Science and Financial Engineering
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• v.16 no.3
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• pp.49-70
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• 2010

Customer population management models can be classified into three categories: the first category includes the models that analyze the customer population at cohort level; the second one deals with the customer population at aggregate level; the third one has interest in the interactions among the customer populations in the competitive market. Our study proposes a model that can analyze the dynamics of customer population in consumer-durables market at aggregate level. The dynamics of customer population includes the retention curves from the purchase or at a specific duration time, the duration time expectancy at a specific duration time, and customer population growth or decline including net replacement rate, intrinsic rate of increase, and the generation time of customer population. For this study, we adopt mathematical ecology models, redefine them, and restructure interdisciplinary models to analyze the dynamics of customer population at aggregate level. We use the data of previous research on dynamic customer population management at cohort level to compare its results with those of ours and to demonstrate the useful analytical effects which the precious research cannot provide for marketers.

• Proceedings of the Safety Management and Science Conference
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• 2006.11a
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• pp.299-307
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• 2006

In this report, we provide the focus on suggesting a method of estimating and measurement of CBM(Customer Behavior Model). Through the use of internet, a new trend of business for e-CRM on B2C Web Site known as EC has emerged. The purpose of this study is to identify the relationship between the customers of a shopping mall and CBM characteristics. It can be used to gain a better understanding of customers. From this we can determine trends, and so refine business toward customer's needs and target new products to particular customer groups. Result shows that there is a significant relationship between the customers pattern of shopping mall and CBM, CVM(Customer Visit Model).

• Journal of the Korea Society of Computer and Information
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• v.24 no.3
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• pp.191-199
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• 2019

This study is about online purchases of foods that have been reluctant to deal with distribution processes and reliability issues. We find out that attributes of the online food market affects behavior intention and whether it differs according to consumption tendency. A survey was conducted on consumers who had ever purchased food online for hypothesis testing. Reliability and feasibility were reviewed for the collected data and the hypothesis was verified through structural equation model analysis. While product diversity, product information and customer service factors of the online food market significantly affect behavior intention, price is not. We identified differences in the impact of behavior intention on consumption tendencies. For the Gaseongbi group, only the product information factors have significant effect on behavior, and for the Gasimbi group, the price and customer service factors have a significant effect on behavior intention. The findings provide theoretical and practical implications for marketers to study various marketing method based on consumer tendencies.

• Journal of the Korean Operations Research and Management Science Society
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• v.28 no.3
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• pp.135-148
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• 2003

In this paper we introduce the Internet-based purchase support systems using data mining and case-based reasoning (CBR). Internet Business activity that involves the end user is undergoing a significant revolution. The ability to track users browsing behavior has brought the vendor and end customer's closer than ever before. It is now possible for a vendor to personalize his product message for individual customers at massive scale. Most of former researchers, in this research arena, used data mining techniques to pursue the customer's future behavior and to improve the frequency of repurchase. The area of data mining can be defined as efficiently discovering association rules from large collections of data. However, the basic association rule-based data mining technique was not flexible. If there were no inference rules to track the customer's future behavior, association rule-based data mining systems may not present more information. To resolve this problem, we combined association rule-based data mining with CBR mechanism. CBR is used in reasoning for customer's preference searching and training through the cases. Data mining and CBR-based hybrid purchase support mechanism can reflect both association rule-based logical inference and case-based information reuse. A Web-log data gathered in the real-world Internet shopping mall is given to illustrate the quality of the proposed systems.

• Korean Security Journal
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• no.62
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• pp.321-346
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• 2020

The purpose of this study is to identify the relationship among customer access service, internal response, and consumption behavior of security agency users through a structural model. The research will be meaningful in that it can contribute to the development of the security industry by identifying the importance of customer access service, which is an empirical face of buyers using security agency, and thus establishing the relationship between consumer reaction and consumption behavior. The study subject is a store that uses security agency in areas with dense shopping districts in Cheonan and Asan of South Chungcheong Province, where 375 store representatives and employees were selected to conduct the research. Research tools were modified and used to suit the purpose of the research based on domestic and foreign prior research. Using two statistical programs, SPSS 25.0 and AMOS 25.0, data processing was performed: frequency analysis, exploratory factor analysis, reliability analysis, confirmed factor analysis, and structural model analysis. The statistical significance level was analyzed by setting a value of .05 and the following conclusions were obtained. First, the customer access service of security agency users has a positive impact on consumption behavior. Second, the customer access service of security agency users has a positive effect on the internal response. Third, the internal response of security agnecy users has a positive effect on consumption behavior. Fourth, the internal response has a positive effect as a medium effect between customer access service and consumption behavior of security agency users.