• 지식경영연구
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• 제17권3호
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• pp.227-248
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• 2016

Customer satisfaction dominates research on customer-firm performance relationships; however, with a few exceptions, the authors of most prior studies did not examine the possibility that an organizations' customer relationship management can increase its knowledge management. Building on previous literature of information processing theory and transaction cost perspective, this paper investigates the effect of various characteristics of customer relationship an organization cultivates on its own innovativeness. Specifically, we identify closeness, communication, sympathy as three critical components of managing customer relationship. Data from a multi-informant survey conducted to 442 organizations in Korean bank industry show that an organization's relationship with its customers has significant effects on its innovativeness. This study highlights the importance of customer relationship in terms of enhancing innovations, and helps to explain interactive effects among customer relationship, organizational learning, and innovativeness.

• 유통과학연구
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• 제19권5호
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• pp.35-48
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• 2021

Purpose: This research aims to analyze the influence of relational penetration capability on salesperson performance and the influence of customer orientation, customer knowledge accessibility, and salesperson-customer relationship quality on the relational penetration capability of the insurance service industry in Central Java. Research design, data, and methodology: This explanatory research involved 211 respondents. Path analysis was used to analyze the primary data obtained. Results: The customer orientation positively influences relational penetration capability and customer knowledge accessibility which can improve salesperson performance. The salesperson-customer relationship quality shows a positive impact on the salesperson's relational penetration capability, salesperson performance, and relational penetration capability which will lead to an improved salesperson-customer relationship. Higher knowledge levels of customer necessity have important implications for a salesperson's capability of finding potential customers and of fulfilling customers' requirements through careful analysis of necessity. Conclusions: The salespeople should be capable of building and maintaining a good relationship with their customers as an indication that salespeople of Insurance Service Company Distribution in Central Java have good performance.

• The Journal of Asian Finance, Economics and Business
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• 제7권12호
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• pp.969-976
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• 2020

The role of customers has changed from that of passive users to value co-creators. Therefore, it is important to understand how customer learning takes place and how it affects customer experiences with services and products. However, while past studies insist on the importance of the issues in designing customer experiences, they do not empirically address these issues. This study investigates the support processes for customer learning, and their impact on customer learning, which in turn influences customer experience. To test the hypotheses, we employed the survey method. Target informants were the actual users of Apple iPods. A total of 200 survey questionnaires were distributed and 146 were collected. Among these, seven erroneous responses were excluded, leaving 139 usable ones. The proposed model was empirically analyzed using the Covariance-based SEM (Structural Equation Modelling) technique. The findings of this study suggest that, among the three support processes in customer learning, learning-by-doing support and learning-by-investment support positively affect customer learning, which influences customer experience. This study contributes to the literature by identifying different types of support for different kinds of customer learning processes and by empirically testing the impact of the support for the process on customer learning, and in turn, its impact on customer experience.

• 한국항공운항학회지
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• 제25권4호
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• pp.111-123
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• 2017

This study aimed at finding the ways to improve competitiveness of Korean low cost carriers in the highly competitive air transport market by understanding the relation among the influence of prior knowledge, service quality on customer satisfaction and reuse intention. The result of the research is as the following. At first, the influence of prior knowledge on customer satisfaction and reuse intention was statistically significant. The result indicates that customers who have much prior knowledge are more likely to be satisfied and to reuse. Secondly, the test for finding out the influence of service quality on customer satisfaction and reuse intention was statistically significant also. Thirdly, the results revealed that customer satisfaction positively influenced reuse intension. The influence of service quality on customer satisfaction and reuse intention reached the same research result compared with the existing literature.

• 정보관리연구
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• 제38권2호
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• pp.175-190
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• 2007

지식기반사회에 있어서 과학기술지식정보는 국가의 부존자원이며 경쟁력의 원천이라 할 수 있다. 또한 연구자의 연구 및 기술개발에 있어서 과학기술지식정보 중요성이 날로 증가하고 있으며, 고객의 요구도 다양화 되고 있다. 따라서 본 연구에서는 과학기술지식정보를 이용하고 있는 고객의 다양한 요구 및 의견을 적극적으로 반영하여 효율적인 고객 대응 전략을 수립하고, 이를 기반으로 상시적인 고객 서비스 응대, 고객 모니터링, 서비스 개선, 고객 만족도 제고를 위한 표준화된 통합 Helpdesk 시스템을 개발하였다.

• Asia Marketing Journal
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• 제4권2호
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• pp.1-25
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• 2002

This study tested major determinants of customer satisfaction and loyalty by varying degrees of customers' knowledge level. Also, authors investigated the degrees of those impacts by classifying industries into two groups(service/manufacturing). Based on 4,000 completed surveys from five major cities, authors found the relationship among perceived quality, perceived value, and corporate image with customer satisfaction and customer loyalty. As a result, corporate image(extrinsic cue) was a major determinant to customers who are low knowledgeable and impacts of corporate image on customer satisfaction was stronger in service industry than manufacturing industry.

• 디지털산업정보학회논문지
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• 제7권3호
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• pp.151-162
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• 2011

This study defined acceptance of high-tech new product as user's active using the product such as utilizing application software rather than purchasing it. As exploring factors to effect on customer's acceptance, usefulness expectancy was examined from product side and application side. When investigating the exogenous variables to influence on usefulness expectancy from the product side, customer's product knowledge and social influences are put forward to support the hypothesis. From the application side, customer's knowledge about the application and its trust are put to explain usefulness expectancy of the application. Smart phone users were good subjects for this study and most hypotheses were tested using structural equation model and the results are followings. First usefulness expectancy of the product and of application significantly effect on customer's intention to use high-tech new product and also usefulness expectancy of the product positively effects on which of the application. Second customer's perceived knowledge about the product and social influences impact usefulness expectancy of the product. But third customer's perceived trust toward application didn't any positive impact usefulness expectancy of the application. Through the result, there will be several implications. First, from both of side; product and application, customer's usefulness expectancy should be satisfied to be successful in high-tech products market. Second, customer should be Ieant about advantages of the product and knowledge about the application as well, and then trigger their usefulness expectancy.

• 한국식생활문화학회지
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• 제27권1호
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• pp.19-29
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• 2012

The purpose of this study was to understand interrelationships among switching costs, customer satisfaction, and switching intent in a family restaurant. Based on a total of 427 customers obtained from empirical research, this study reviewed the reliability and fitness of the research model and verified a total of five hypotheses using the Amos program. The hypothesized relationships in the model were tested simultaneously by using a structural equation model (SEM). The proposed model provided an adequate fit to the data, ${\chi}^2$=137.881 (df=50); p< .001; CMIN/df 2.758; GFI= .947; AGFI= .919, NFI= .965; IFI= .978; TLI= .970; CFI= .978; RMR= .047; RMSEA= .064. The results showed that switching cost (${\beta}$= .123) in a family restaurant had a positive (+) influence upon customer satisfaction. Further, switching cost had a significantly negative (-) effect on switching intent (${\beta}$= -.414). In addition, there were moderating effects related to customer knowledge and variety seeking orientation in terms of the causal relationships between switching costs, customer satisfaction, and switching intent. Limitations and future research directions are also discussed.

• 한국IT서비스학회지
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• 제7권1호
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• pp.1-22
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• 2008

A business consulting service combines company's knowledge and information with external's ones systematically. This combination achieve knowledge synergy and make added value for the business as a whole. Therefore, a business consulting service has been called Knowledge Ware Industry. Consulting corporations and consultants must provide valuable services for running and growing their business successfully. A value of business consulting service could be identified offset quality and benefits from costs. This study conducted survey about business consulting service quality by SERVPERF model and benefit, customer commitment. The research result showed that the quality of business consulting service effects on the benefit positively and benefit increased customer commitment. Finally, there is positive relationship between customer commitment and intention of continuing of the business consulting service.

• 지능정보연구
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• 제15권1호
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• pp.15-30
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• 2009

인터넷을 통한 지식의 유통이 텍스트 형태의 지식뿐만 아니라 동영상 형태의 지식 유통으로 진화하고 있는 상황에서, UCC 지식 동영상을 공유하는 서비스가 나타나왔다. 본 논문은 동영상 UCC를 중심으로 지식 공유를 하는 'H' 사이트의 비즈니스 모델 평가 과정에서 수행된 고객 모델 분석사례를 보고한다. UCC 지식 동영상 공유 서비스는, 텍스트 형태의 지식공유 형태를 벗어나 새로운 형태인 동영상으로 지식을 공유한다는 점에서 불연속적 혁신의 형태를 띠며, 컨텐트 제공자와 컨텐트 소비자가 상호 매개되므로 직간접적 네트워크 효과가 일어나는 Value Network라는 특성을 가진다. 이렇게 불연속적 혁신이 일어나는 Value Network의 고객 모델 분석을 위해 첨단기술수용주기 이론인 캐즘 이론과 이를 심화 발전시킨 테크노그래픽스, 그리고 블루오션 전략에서 소개된 비고객 분석을 적용하여, UCC 지식 동영상 공유 사이트인 'H'사이트의 To-Be 고객 모델을 제안한다.