• 한국디지털정책학회:학술대회논문집
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• 한국디지털정책학회 2004년도 춘계학술대회
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• pp.369-382
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• 2004

This study is to analyze the relationships between critical success factors of customer relationship management and performance of customer relationship management. To accomplish this purpose, this study performed an empirical analysis of 206 domestic companies which have introduced customer relationship management applications. The result of the study shows that most organizational factors except evaluation and compensation factor have a positively significant effect on the performance of customer relationship management, and that ease of system use and level of system integration influence on the performance of customer relationship management positively.

• 한국컴퓨터정보학회논문지
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• 제21권8호
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• pp.105-116
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• 2016

Corporate social media has been recently used in customer relationship management in many ways to improve product sales and company images. Not much research exists on corporate social media, Therefore, in this paper, we propose a research model to identify how corporate social media enhances corporate's CRM quality, resulting in forming customer's purchase intention. In detail, this paper is to examine how customer's perceived value of corporate social media influences CRM quality(CRM trust and CRM commitment), and then how CRM quality affects purchase intention. To this end, a total of 300 questionnaires were used from online panel respondents to test research hypothesis. The findings showed that service performance value and monetary value were major determinants of CRM trust, however, there was no association between brand integration value and CRM trust. In addition, the effects of service performance value and brand integration value on CRM commitment were found whereas monetary value had no effect on CRM commitment. The results also showed that CRM trust and CRM commitment played a critical role in forming of purchase intention. Theoretical and practical Implications are discussed.

• 유통과학연구
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• 제22권6호
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• pp.95-106
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• 2024

Purpose: This study investigates the complex dynamics of consumer behavior in Vietnamese banking omnichannel environments, focusing on the roles of service consistency, service transparency, flow, perceived privacy risk, and loyalty intention. Research design, data and methodology: Using a sample of 422 Vietnamese bank customers, data analysis revealed significant relationships among the variables under investigation. Results: Firstly, service consistency was found to positively influence flow experiences and negatively impact perceived privacy risk, highlighting the importance of uniform service quality across channels in enhancing consumer engagement while mitigating privacy concerns. Similarly, service transparency was positively associated with flow experiences and negatively associated with perceived privacy risk, underscoring the importance of transparent information dissemination in fostering immersive consumer experiences while alleviating privacy apprehensions. Furthermore, both flow experiences and perceived privacy risk significantly influenced loyalty intentions, indicating the pivotal roles of engaging experiences and data security in driving consumer loyalty. Additionally, mediated relationships were observed, demonstrating the interplay between service consistency, service transparency, flow, perceived privacy risk, and loyalty intention in shaping consumer behavior in omnichannel contexts. Conclusions: These findings provide valuable insights for retailers and marketers seeking to optimize consumer experiences and cultivate loyalty in omnichannel environments by prioritizing consistency, transparency, and data privacy protection.

• 한국산업융합학회 논문집
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• 제7권4호
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• pp.425-432
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• 2004

This study for Customer Satisfaction(Customer Focus) by Profit security' in the field Process improvement activity and man-power upgrade in the learning of organization activity or upgrading ability of each peoples. This thesis study on the focus of KAPEC which introduce Toyota system can apply to VM, 3jeong, Right Box and Right Position), 5S, JIT(Just In Time), KAlZEN, KANBAN System, CIM, ERP, DAS an output of Factory. For strategic changes to take place in industry 3 key important factors need to be included ; integration of tasks functions and process, decentralization of information and responsibility and finally simplification of products and product structures. These describes how CIM can be implemented using these factors. This study for (1)System Integration, (2) Help Logistic Problems, (3) Partly facilitated growth. (4) Improved production planning (5) Real-time management. (6) Fast reporting (7) Productivity. Quality. Delivery Up, Cost reduction and Autonomy management, FMS in the Plant etc.

• 산업공학
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• 제15권4호
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• pp.391-400
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• 2002

The internet call systems using CTI(Computer Telephony Integration) functions are designed with system configuration, DFD(Data Flow Diagram) and ERD(Entity Relationship Diagram) in this paper. The internet call systems are constructed to cooperate with conventional CTI call center. The internet phone calls occurred from the web browser of customer can be connected throughout VoIP gateway and PBX to many counselors. The internet call systems can provide various services; customer information service, escorted browsing service, text chatting service, text sharing service, conference service, and statistical analysis service.

• 한국통신학회논문지
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• 제22권4호
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• pp.823-832
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• 1997

As enterprises use ATM networks for their private networks and as these private networks use public ATM networks for wide area communication, the need for the customers to be able to manage both private and public networks. Currently, some standardization work is being done towards providing this capability to customers. In this paper, we propose a new customer network management (CNM) system architecture for the management of both ATM a private network and a public network in a uniform way. The particular features of the proposed architecture lies in the efficient support of the complex hierarchial TMN manager-agent relationships at M3 and M4 interfaces, and the support of SNMP and CMIP integration which is necessary for the implementation of a CNM system. The TMN hierarchical many-to-many manager-agent relationships are realized by the utilization of CORBA-Based SMK (Shared Management Knowledge) implementation. We have also implemented the prototype of a ATM CNM system, and measures the performance for the demonstration of the suitability of the proposed architecture.

• Asia pacific journal of information systems
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• 제27권1호
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• pp.18-37
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• 2017

Many retailers have extended their extant online channels (i.e., websites) to mobile channels for communicating with and delivering their products or services to customers. However, retailers have trouble delivering a cohesive and seamless customer experience across the Web and mobile channels. To address this challenge, we propose a way for retailers to enrich customers' seamless experiences across channels by configuring mobile channels (functionality- and interactivity-oriented configurations) along with traditional Web channels. This study theoretically contributes a research framework that posits the role of mobile channels as an extension of existing websites. It also provides practical insight for effectively articulating an e-commerce strategy in cross-channel electronic commerce.

• 한국IT서비스학회지
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• 제16권2호
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• pp.85-96
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• 2017

The revised "Software Industry Promotion Law" has been effective from 2013. This law is to be basis of the domestic public information sector and increases the opportunities for small and medium-sized firms in participating the public IT projects. The shortcomings of this law may be the increase of the risk and the decrease of quality of projects. These suggest that the competencies of project manager (PM) s are critical. Also, in general, an SI (System Integration) project is a one that provides a customer with a customer-tailored system for system integration. Particularly, in an SI project involved in a public institution or a large corporation, the ripple effect of success or failure of a project is becoming greater as the system requires higher cost and more time due to high complexity and large scale. One of the solutions to address these problems is to investigate the competencies of a PM. Thus, in this paper, we derived the major competencies using the RGT (Repertory Grid Technique) and categorized the resultant constructs using the content analysis. In addition, we analyzed the level of importance of competencies by applying the AHP (Analytic Hierarchy Process). The conclusion was that Problem-solving Skill and Leadership were the most important competencies of a project manager.

• 한국과학예술포럼
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• 제19권
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• pp.259-267
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• 2015

Product-Service Systems (PSS) has drawn significant attention since it can effectively address diverse values of consumers by integrating products and services. PSS has been defined as a system of products, services, supporting networks and infrastructure that is designed to satisfy customer needs and to generate values. Manufacturing companies can accomplish business innovation by devising new service elements and providing PSSs starting from their products. Such new efforts are called manufacturing servitization. With analysis of the company's business contexts, diverse strategies could be set for servitization. Services could be developed so that their product functions can be supported. On the other hand, new services could be devised to drive active emotional values of their customers in a broadly related manner with their products. In this way, different servitization strategies in service space could be employed. In this paper, the product-service integration spaces for comparison of product-service systems in manufacturing servitization is briefly sketched. Various issue spaces, termed dimensions, would be used including service space, customer space, value space and business model space. Diverse PSS cases, including well-known PSSs and brand new PSSs, will be classified and compared to demonstrate the product-service integration spaces.

• 한국콘텐츠학회논문지
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• 제8권12호
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• pp.20-27
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• 2008

현재 병원에서는 병원관리시스템(HIS), 의료영상시스템(PACS), 처방전달시스템(OCS), 전자의무기록(EMR), 전사적 자원관리(ERP) 등 각 과별 업무별로 독립적인 시스템을 사용하고 있으며, 각 시스템에 종속적인 각각의 DB를 운용하고 있다. 이에 따라 정보의 원내 통합이 불가능하며, 데이터의 투명성과 일관성을 유지하기 어려운 상황이다. 본 연구는 기존의 타 시스템과의 유연한 연계처리를 통한 데이터 통합환경을 제공하고, 이를 통해 고객이 원하는 최적의 서비스를 최적의 타이밍에 제공할 수 있는 의료 CRM 프레임을 설계하였다. 고객관리 프로세스 표준화에 의해 고객관리, 홍보/마케팅, 서비스관리, 통계/분석의 4가지 의료 CRM 프레임을 설계하였고 개인화된 의료정보 서비스 제공을 위한 모바일 의료 콘텐츠를 확보하여 고객 데이터를 바탕으로 고객의 특성과 건강 상황에 따라 맞춤형 모바일 콘텐츠를 제공할 수 있도록 설계하였다.