• 지식경영연구
• /
• 제9권2호
• /
• pp.129-146
• /
• 2008

Customers' evaluation of Website with satisfaction is critical in electroniccommerce. Previous research has studied in a distinct approach; especially IT oriented constructs-perceived usefulness, easy of use and marketing oriented constructs-product, shopping experience, service quality. Despite those important previous studies regarding the usage and the purchase of goods and services, how consumers are satisfied and why consumers leave Web sites without purchasing have not been extensively researched. This study explored those determinants of consumer satisfaction with Web site using expectation-disconfirmation theory (EDT). The present paper extends the range of EDT from antecedents of expectation to consequence of satisfaction. The result suggests that experience and familiarity has an impact on expectation as well as perceived performance and satisfaction. Second, higher expectation makes a negative impact on disconfirmation of expectation. Third, positive disconfirmation of expectation makes a positive impact on satisfaction. Forth. satisfaction produces loyalty and repurchasing intention. Finally, loyal customer has stronger intention to repurchase than satisfied customer.

• 지식경영연구
• /
• 제13권5호
• /
• pp.15-41
• /
• 2012

Recently, there has been increasing interests on strategic orientation and intellectual capital as measures of competitiveness and their impacts on firm performance. However, there was little research which verify empirically the relationships among strategic orientation, intellectual capital and firm peformance. This research scrutinizes the effects of strategic orientaion on intellectual capital and firm performance. Based on literature review, research model and hypotheses are developed and empirically tested. The results are as follows. First, market orientaion and entrepreneurial orientation have positive effects on human capital, structural capital and customer capital which compose intellectual capital. Second, market orientaion and entrepreneurial orientation do not influence firm performance directly, but indirectly influence firm performace via intellectual capital. Third, the hypothesis about the relationship between intellectual capital and firm performacne is partially accepted. Only customer capital affects firm performance. Discussions and implications are followed.

• 산업경영시스템학회지
• /
• 제30권4호
• /
• pp.141-154
• /
• 2007

Nowadays, customer-oriented manufacturing enterprises such as airplane, ship, ship engine, etc are knowledge-intensive and higher added value industries. In these companies, to quickly respond customer's order, a quotation management is a very important task. But, this task is very complex, time-consuming, resource- consuming, and difficult process because it is related with many departments within a company. In this paper, for the effective and efficient quotation management, the concept of product specification framework is introduced because a quotation BOM (bills of material) can be created from product specification. Also, this paper presents the product specification framework based quotation management process and implements the quotation management system for the ship engine division of 'H' company, one of customer-oriented manufacturing enterprises. As a result, the proposed quotation management concept reduced a lead time of drawing out quotations from $3{\sim}10$ days to 1 hour. And, the constructed quotation management system achieved a rapidity, accuracy, quality, and workload reduction of the quotation management process.

• 지능정보연구
• /
• 제9권3호
• /
• pp.23-47
• /
• 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.

• 한국산학기술학회논문지
• /
• 제10권8호
• /
• pp.2068-2077
• /
• 2009

6시그마 프로젝트 관리 시스템은 6시그마 추진기업의 지식경영 시스템으로 활용되어 왔지만 벨트의 프로젝트 관리 시스템 활용이 프로젝트 성과에 미치는 영향에 대한 실증적 연구는 전무한 상황이다. 따라서 본 연구는 6시그마 프로젝트 관리시스템의 활용이 프로젝트 균형 성과지표에 미치는 영향을 구조방정식 모형을 통해 실증적으로 분석하였다. 연구 자료의 결과에 의하면 프로젝트 시스템의 활용은 6시그마 프로젝트 학습과 성장관점에 영향을 미치고, 학습과 성장 관점은 내부 프로세스 관점과 고객관점에 영향을 미치는 결과로 나타났다. 내부 프로세스는 고객관점 지표에 영향을 미치고 고객관점 지표는 재무성과에 영향을 미치는 분석의 결과가 도출되었다. 내부 프로세스는 재무성과에 직접적인 인과관계가 없는 것으로 귀결되었다. 연구모형과 더불어 대안모형 분석이 추가로 이루어졌는데 연구모형이 대안모형보다 모형 적합도에서 나은 것으로 나타났다.

• Proceedings of the National Institute of Ecology of the Republic of Korea
• /
• 제3권3호
• /
• pp.178-186
• /
• 2022

In order to support biomimicry technology development, it is necessary to develop an omnidirectional service platform which can recommend principles of biomimicry and business ideas, providing experts' networks and carrying out their relevant education and promotion on the ground of baseline data and application research materials related to biomimicry. This study was conducted to establish any probable plans for construction and utilization of the future open-platform which will collect and serve the technology of biomimicry. Accordingly, biological and ecological information databases were examined along with the appreciation of construction and management of major biomimicry DB, and, based on the materials from the interview of related experts, a customer journey map was schematized. Lastly, in order to suggest a mid-to-long-term target-model, the roles of a future biomimicry knowledge service-platform were determined along with the potential plans for its construction and management based on case analysis and customers' needs.

• 품질경영학회지
• /
• 제39권4호
• /
• pp.565-572
• /
• 2011

Internet development requires the evaluation of secure Internet service quality. This study evaluated public Internet service quality categories and items based on the eQual program developed by Barnes & Vidgen (2006). Using a questionnaire designed to test Internet service qualities for public websites designed by The Knowledge and Information Resources Management Project, we examined 707 users and then measured the effects of service quality factors on customer satisfaction. In conclusion, we found that information quality, usability, and service interaction had a positive effect on customer satisfaction.

• 지식정보인프라
• /
• 통권6호
• /
• pp.116-119
• /
• 2001

• 경영과정보연구
• /
• 제23권
• /
• pp.1-23
• /
• 2007

Small and Medium Business Associate has supporting small and medium business and private business for establishment business and sales increasing with various policy since 2005. Arousing the interesting on customer relationship management, small and medium business and private business have recognized the necessity of the concept and introduction the CRM. This study suggested the effectiveness of the CRM throughout real cases of the CRM for small and medium business managers in order to rising sales in such an environment. The case of this study tried to figure it out to accomplish manager's ends of small and medium business to get successful business results based on innovative volition and mind trying to change. The owner who has experience 12 years in meat sales was analyzed the results of aptitude test that the business is highly appropriate to him in personality and aptitude. As also saw the strength and opportunity of SWOT analysis, he has an excellent talent for friendship, knowledge of searching Internet and organizing information, and learning ability. This study provided a marketing policy, ideas of customer services and system remodeling to improve relationship with customer, and a division diagnosis of business activities. The owner has an excellent friendship, so that this study suggest to remodel interior inside store clearly and sanitary displaying on products, to introduce aggressive and concentrated marketing strategies, and to recognize the important of public relation.

• 지식경영연구
• /
• 제12권1호
• /
• pp.53-76
• /
• 2011

This study aims to examine the effects of on premium convergence products buying behavior. This paper analyzed the positive attitude formation using the basic and extended TAM and also revealed how the positive premium convergence product attitude relate to relationship purchasing intention and word of mouth intention. The samples of 562 consumer indicate that the antecedents are consist of four dimension(perceived usefulness, perceived ease of use, social value) and attitude is developed into buying intention and word of mouth intention. We have reached the following conclusion about the antecedents and outcomes factors of customer attitude for the launch of premium convergence product. First, perceived usefulness, perceived delight, and social value had a positive effect on customer attitude but perceived ease of use did not. Second, we found that customer attitude had a positive effect on purchase intention and word-of mouth intention. Finally, interaction effect of perceived usefulness/perceived delight and social value had a positive effect on customer attitude. Our findings suggested that adoptian and diffusion of premium convergence product is influenced by several behavior factors. Managerially, our result emphasize that premium convergence products must satisfy not only the perceived usefulness/delight but also social value that consumers are seeking in order to be successful in the market. The theoretical and practical implications of these findings are discussed as well.