• 지능정보연구
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• 제9권3호
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• pp.23-47
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• 2003

전통적인 고객관계관리 연구는 특정 시점에서 고객관계관리에 중점을 두어 연구되었다. 이러한 정적인 고객관계관리와 고객 행동에 관한 지식은 마케팅 관리자가 제한된 마케팅 자원을 이익의 극대화를 위해 사용할 수 있게 해주었다. 그러나 시간이 경과하게 되면 이러한 정적인 지식은 쓸모가 없어지게 된다. 그러므로 고객관계관리는 고객의 동적 특성을 반영해야 한다. 과거 고객의 구매 행위를 관찰하여 현재 또는 미래 시장의 고객을 세분화하며 구분된 고객 군집에 대해 서로 다른 마케팅 전략을 사용할 수 있다. 고객의 구매행동을 근간으로 한 고객관계관리는 수십 년 전부터 연구되어왔지만 동적인 고객관계관리에 대한 연구는 최근에 들어와서야 활발하게 진행되고 있다. 본 논문은 인터넷 상점의 고객 데이터로부터 추출된 지식과 시간 경과에 따른 고객 행동 패턴의 분석을 위해 데이터마이닝과 모니터링 에이전트 시스템(MAS)을 이용하며, 이를 통한 동적인 고객관계관리 모델을 제시한다. 이 모델은 고객이력경로에 대한 예측과 고객에게 나타나는 집단이력경로의 분석, 그리고 시간 경과에 따른 고객 군집의 변화에 대한 분석과 그에 따른 마케팅 전략 도출을 포함한다. 이 모델의 제안은 많은 온라인 소매상이 직면하고 있는 경영상의 문제를 해결하는데 유용할 것이다.

• 한국IT서비스학회지
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• 제12권3호
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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.

• 유통과학연구
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• 제16권7호
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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.

• 대한가정학회지
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• 제41권12호
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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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• 제18권2호
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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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• 제16권3호
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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.

• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2006년도 추계공동학술대회
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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).

• 한국컴퓨터정보학회논문지
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• 제24권3호
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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.

• 한국경영과학회지
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• 제28권3호
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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.

• 시큐리티연구
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• 제62호
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• pp.321-346
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• 2020

이 연구는 보안경비 이용자의 고객접점서비스, 내적반응과 소비행동간 간의 관계를 구조모형을 통해 규명하는 것이 목적이다. 이 연구는 보안경비 서비스를 이용하는 구매자의 실증적인 대면이 되는 접점서비스의 중요성을 파악하고 이에 따른 소비자의 반응과 소비행동의 관계를 규명함으로서 보안경비 산업 발전에 기여할 수 있다는 점에서 의미가 있다할 것이다. 연구대상은 충청남도 천안시 및 아산시의 상가 밀집지역을 중심으로 보안경비서비스를 이용하고 있는 점포로 하고 여기서 점포 대표 및 직원 375명을 선정하여 연구를 수행하였다. 조사도구는 국내·외 선행연구를 기초로 하여 연구의 목적에 맞게 수정하여 사용하였다. 자료처리는 SPSS 25.0과 AMOS 25.0 두 가지 통계프로그램을 이용하여 빈도 분석, 탐색적 요인분석, 신뢰도 분석, 확인적 요인분석, 구조모형분석을 실시하였다. 통계적 유의 수준은 .05로 설정하여 분석하였으며, 자료 분석을 통하여 다음과 같은 결론을 얻었다. 첫째, 보안경비 이용자의 고객접점서비스는 소비행동에 정(+)의 영향을 미친다. 둘째, 보안경비 이용자의 고객접점서비스는 내적반응에 정(+)의 영향을 미친다. 셋째, 보안경비 이용자의 내적반응은 소비행동에 정(+)의 영향을 미친다. 넷째, 보안경비 이용자의 고객접점서비스와 소비행동 간의 매개효과로써 내적반응은 정(+)의 영향을 미친다.