• Journal of Information Processing Systems
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• v.19 no.2
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• pp.258-266
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• 2023

Aiming at the problems of poor customer satisfaction and poor accuracy of customer classification, this paper proposes a customer classification model based on speech recognition. First, this paper analyzes the temporal data characteristics of customer demand data, identifies the influencing factors of customer demand behavior, and determines the process of feature extraction of customer voice signals. Then, the emotional association rules of customer demands are designed, and the classification model of customer demands is constructed through cluster analysis. Next, the Euclidean distance method is used to preprocess customer behavior data. The fuzzy clustering characteristics of customer demands are obtained by the fuzzy clustering method. Finally, on the basis of naive Bayesian algorithm, a customer demand classification model based on speech recognition is completed. Experimental results show that the proposed method improves the accuracy of the customer demand classification to more than 80%, and improves customer satisfaction to more than 90%. It solves the problems of poor customer satisfaction and low customer classification accuracy of the existing classification methods, which have practical application value.

• Journal of Korea Entertainment Industry Association
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• v.13 no.8
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• pp.93-106
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• 2019

This study is purposed to make sure of the Effects of Hotel Brand Equity on Enterprise Trust and Customer Citizenship Behavior. For this study, the effects of Hotel Brand Equity on Enterprise, the effects of Hotel Brand Equity on Customer Citizenship Behavior and the effects of Enterprise Trust on Customer Citizenship Behavior were analyzed statically by the method of multiple regression analysis. Hotel Brand Equity consists of 3 elements(Perceived Service Quality, Brand Image, Brand Awareness), Enterprise Trust is made of 2 elements(Enterprise Ability, Enterprise Sincerity) and Customer Citizenship Behavior has 2 element(Guest Preference, Guest Helping). As a result, three things have been found. First, Perceived Service Quality has a positive influence on both of Enterprise Trust and Customer Citizenship Behavior which means that Perceived Service Quality is the most essential element for hotel marketing performance. Second, Brand Image has a positive influence partly on Enterprise Trust, that is, only on Enterprise Ability, not Enterprise Sincerity and also on both Guest Preference and Guest Helping whereas Brand Awareness has a positive influence on both of Enterprise Ability and Sincerity but it has no influence on Customer Citizenship Behavior. Third, Enterprise Sincerity has a positive influence on both of two elements in Customer Citizenship Behavior whereas Enterprise Ability has a positive influence on only Guest Helping.

• The Journal of the Korea Contents Association
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• v.16 no.3
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• pp.376-390
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• 2016

The purpose of present study is to investigate mediating effects of emotional labor in the links between communication ability of small businessmen and customer orientation behavior. In detail, it is demonstrated both impacts of communication ability on customer orientation behavior and emotional labor (surface acting, deep acting), and of emotional labor (surface acting, deep acting) on customer orientation behavior. Furthermore, mediating effects of emotional labor (surface acting, deep acting) will be verified. The data for analysis was collected from 270 employees in small businessmen located in Jeju. The results are as follows. First, the main impacts of communication ability on customer orientation behavior and emotional labor (surface acting, deep acting) were statistically significant, in addition, emotional labor (surface acting) was positively associated with customer orientation behavior. Surface acting as a mediator was partially mediated the relation. The result will help to understand the importance for communication ability in small businessmen, and it suggests the crucial implecation in the communication study of service suppliers.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2004.05a
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• pp.143-146
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• 2004

With the rapid growth of e-commerce, marketers are able to observe not only purchasing behavior on what and when customers purchased, but also the individual Web usage behavior that affect purchasing. The richness of this information has the potential to provide marketers with an in-depth understanding of customer. Using commonly available Web log data, this paper examines Web usage behaviors at the individual level. By decomposing the buying process into a pattern of visits and purchase conversion at each visit, we can better understand the relationship between Web usage behavior and purchase decision. This allows us to more accurately forecast a shopper's future purchase decision at the site and hence determine the value of individual customers to the siteAccording to our research, not only information seeking behavior but also visiting duration of a customer and participative behavior such as participation in event should be considered as important predicators of purchase decision of customer in a cosmetic internet shopping mall.

• Culinary science and hospitality research
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• v.13 no.1 s.32
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• pp.152-165
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• 2007

The purpose of this study is to prove that the appropriate fit between service failure and recovery strategy can efficiently maximize customer satisfaction and behavioral intention, by using the prepared scenario through comprehensive approach concerning how the expectation level of service recovery has influence on perceived fairness, satisfaction and behavioral intention of service recovery based upon size in case of service failure. This study has been conducted by way of selection of filling-up type questionnaires for customers themselves who have experience in service failure out of customers who can easily visit family and hotel restaurants, that is, domestic restaurants in Seoul area, $June{\sim}August$ 2004, by setting factorial design of 2(control, severeness)$\times$3(distributive fairness, procedural fairness, mutual relational fairness)$\times$2(customer satisfaction, customer behavior). The survey was performed on the customers who visited common restaurants, family restaurants, hotel restaurants, etc. mainly in Seoul, and total 600 sheets of questionnaires were distributed and 496 sheets of them were returned(82.67% of return ratio). Research findings are as follows; First, perceived recovery justice has an effect on customer satisfaction and behavioral intention. Second, customer satisfaction and restaurant satisfaction have positive influence on behavioral intention. The results will be helpful for them to develop a further service failure and recovery framework. For service marketing managers, the results will suggest specific guidelines for establishing service recovery strategies.

• 한국경영정보학회:학술대회논문집
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• 2008.06a
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• pp.135-140
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• 2008

Studies of recommender systems have focused on improving their performance in terms of error rates between the actual and predicted preference values. Also, many studies have been conducted to investigate the relationships between customer information processing and the characteristics of recommender systems via surveys and web-based experiments. However, the actual impact of recommendation on product pages for customer browsing behavior and decision-making in the commercial environment has not, to the best of our knowledge, been investigated with actual clickstream data. The principal objective of this research is to assess the effects of product recommendation on customer behavior in e-Commerce, using actual clickstream data. For this purpose, we utilized an online bookstore's clickstream data prior to and after the web site renovation of the store. We compared the recommendation effects on customer behavior with the data. From these comparisons, we determined that the relevant recommendations in product pages have positive relationships with the acquisition of customer attention and elaboration. Additionally, the placing of recommended items in shopping cart is positively related to suggesting the relevant recommendations. However, the frequencies at which the recommended items were purchased did not differ prior to and after the renovation of the site.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.8
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• pp.191-203
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• 2021

Social marketing seeks to develop and integrate marketing concepts with other approaches to social change and aims to influence behaviors that benefit individuals and societies for the social good. The study investigates the type and level of influence of social marketing on customer behavior in tourism companies in Baghdad (Iraq). The sample size of the study is 135 people comprising directors, assistant directors, and marketing staff in tourism companies in Baghdad. A questionnaire was used as a tool to collect data and information, and was prepared by the researcher after it underwent validity, stability, and arbitration tests. The data was analyzed using the statistical program (SPSS v. 25, AMOS v.23) and statistical methods have been used to process the data represented by the arithmetic mean, standard deviation, coefficient of variation, correlation coefficient (Person), simple and multiple regression equations. The research showed significant results represented by a positive and strong relationship between the research variables. This result indicates that there is an effect on the customer's behavior. Moreover, the results of the study showed positive effects that extend from social marketing to customer behavior in the long term.

• Journal of the Korean Applied Science and Technology
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• v.37 no.4
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• pp.936-943
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• 2020

The purpose of this study was to examine the effect of service quality on customer satisfaction and behavior intention of screen golf. Also emphasized the importance of service quality and tried to identify the mediating role between customer satisfaction and behavior intention. The 485 person who experienced purchasing behavior of screen golf were analyzed and chosen from located in Korea. For the purpose of this study, frequency analysis, exploratory factor analysis, reliability analysis, correlation analysis, simple regression and multiple regression analysis of SPSS Statistics ver. 20 were performed. The research results of this study indicate that First, service quality had a significant influence on customer satisfaction in order of facilities, services, human resources and prices. Second, customer satisfaction had a significant influence on behavior intention. Third, service quality had a significant influence on behavior intention in order of facilities, price, service and human resources.

• Journal of the Korean Society of Clothing and Textiles
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• v.32 no.12
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• pp.1866-1877
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• 2008

The purposes of this study were to identify the dimensions of perceived dissatisfaction, complaining behavior, and long-term orientation of customers about the Internet fashion shopping mall, and to empirically examine the effects of each dimension of perceived dissatisfaction and complaining behavior on long-term orientation. For this study, questionnaires were administered to 275 Internet shopping mall customer. To analyze collected data, descriptive analysis, factor analysis, Cronbach's $\alpha$, correlation analysis, and regression analysis were used. Major findings were as follows. First, college students were found to mainly complain of dissatisfaction at product quality, refunding/changing/maintenance repair, price, contract, delivery, and payment after transaction with the Internet shopping mall. Second, customer dissatisfaction was found to have high correlation with complaining behavior and partly with customer neglect or exit. Third, higher customer dissatisfaction was found to increase customer complaining behavior in general. Finally, higher complaining behavior was found to have connection with lower customer loyalty and higher customer neglect and exit.

• Journal of Korean society of Dental Hygiene
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• v.20 no.2
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• pp.189-196
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• 2020

Objectives: This study aims to investigate the impact of clinical dental hygienists on customer orientation and prepare basic data for the rational and efficient human resource management of dental hygienists. Methods: A self-reported questionnaire was completed by 220 dental hygienists from July 7 to August 8, 2019. Data were analyzed using the IBM SPSS Statistics 22.0 program with a significance level of 0.05. Results: The customer orientation of clinical dental hygienists was 4.09, internal marketing was 3.10, organizational citizenship behavior was 3.97, and self-efficacy was 3.91. The variables that most influenced their turnover intention were those related to organizational citizenship behavior. These factors showed a 28.8% variance among dental hygienists. Conclusions: This study recommends the development and application of a program that enhances dental hygienists' customer orientation, recognizes them as internal clients, and improves dental productivity.