• International Journal of Quality Innovation
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• 제8권3호
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• pp.46-70
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• 2007

Customer Support Knowledge of Customer Support Organization is one of the important assets of enterprises and "Customer Support Knowledge Management" is also the critical aspect of Business Knowledge Management; however, the attributes of Customer Support Knowledge are complicated, diverse, renewed rapidly and difficult to be managed. Thus, in order to design a successful Customer Support Knowledge Management System, apart from the consideration of "human" and "information technology" aspects, the concerns of attributes and Customer Support Knowledge and industry characteristics should be involved for meeting the requirements of Customer Support Organization and allowing the organization to acquire the competitive advantage of "Differentiation Service". This research used the "Customer Support Knowledge Management System" in a high-tech industry as an example and treated the end users of medical instruments in different types of hospitals in Taiwan which have received the support service of our company in recent six months as the population. The end users were mostly the nursing executives or ultrasonic wave technical personnel in intensive care unit and they had similar educational background and incomes and adopted the medical instruments such as physical supervision system, ultrasonic wave system, heart start or ECG machine produced by our company; the research method was to randomly treat the investigation results of the telephone customers' satisfaction from respective 30 end users in the population three months before and after this system execution as the samples and use hypotheses to validate if the end users' customer satisfaction significantly improved in terms of "Remote Support," "On-site Support," "Service Turn Around time," "Technical Competence" and "Manner" in order to understand the influence and managerial significance of execution of "Customer Support Knowledge Management System" on Customer Support Organization.

• 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.

• 지식경영연구
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• 제20권3호
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• pp.17-38
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• 2019

Rrecently, companies have made great efforts to satisfy various needs and heightened expectations of customers, and the importance of customer center as customer contact department for customer relationship management is increasing. In the knowledge ecosystem, corporate customer centers are emerging as a new alternative to acquiring corporate competitiveness by increasing sales and increasing market share by improving marketing support activities and customer relationship management at customer contact points. As a result, the interest in the customer center has increased rapidly because it provides the opportunity to contact with the customer. In addition, in the era of the fourth industrial revolution, the customer center, which is a collection of information and communication technologies, has a big databased voice recognition technology to elaborate customer service, thereby enhancing customer satisfaction and contributing to marketing through continuous interaction with customers. Of course, we have the opportunity to transform into the frontline business intelligence front for customer knowledge. This study is a comparative case study on how the customer center of K Life Insurance that takes the lead in the customer center industry has successfully renewed and established their key information systems to improve customer services and reinforce marketing support competencies. Based on the above, this study will present factors affecting successful implementation and settlement of the customer service information systems of customer centers by independently analyzing two individual cases.

• 지식경영연구
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• 제17권3호
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• pp.93-116
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• 2016

Knowledge, as a source of firm's competitive edges, has been drawing attention, while numerous enterprises are investing huge amount of assets to foster the right environments for executing knowledge management (KM). As a practical way of such KM, knowledge management systems (KMS) support the creation, diffusion, and utilization of knowledge, which are the tools for practicing such management style. Recently, the customer centers which make the closest contact with the customers are being concerned about the establishment of KMS. Considering the characteristics of real-time problem solving in customer centers during the consultation with the customers, the importance of KMS is paramount to the centers. This study analyzes major factors influencing the success and utilization of the customer center KMS's reestablishment, as an exploratory case study of the reestablishment of KMS in the customer center of K insurance company. First, the characteristic differences between the customer center's KMS and the traditional KMS are discussed, and the triangulation technique is applied to secure objectivity of this case study's findings. Major results of the case study state that, for the success of KMS and improvement of utilization, the followings should be considered preferentially: excellent system quality (accessibility, user convenience, easy searching, speed/menus); high information quality (accuracy, usefulness, timeliness, task-relevance, diversity, degree of specification); appropriate operation strategy and process for the utilization of system (education, training opportunity, appropriate personnel, speed and procedure of approval, compensation/evaluation); and change management via the support from the CEO's level (concern and participation of CEO, will to propel the project, investment, advertisement, etc.). This study provides practical suggestions with respect to factors which should be more carefully dealt with, since still many customer centers have hard time establishing and operating KMS due to lack of previous studies.

• 경영과학
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• 제19권2호
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• pp.1-23
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• 2002

It has been considered as a means for sustaining a competitive advantage for companies to build and maintain long-term relationships with customers. It is without any doubt that many companies have tried to initiate Customer Relationship Management (CRM). For the effective management of customer relationships, it is critical that they acquire. share and use customer information and knowledge. In this paper, we deduced 9 important factors affecting the qualify of customer information and knowledge from the literature reviews on CRM, and developed the questionnaire to measure these factors. The factors are again categorized into organizational system, employees and IT. We analyzed data collected from 30 companies in service industries such as the finance. distribution and communication industries. The result of data analysis demonstrates that the employees' analytical shills and appraisal and reward systems are closely related to the quality of customer information, and analytical skills and IT support for communications with customers are associated with the quality of customer knowledge. implications of findings and future research directions are discussed.

• 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.

• 한국식생활문화학회지
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• 제29권3호
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• pp.231-239
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• 2014

We studied customer recognition and understanding of menu labeling as well as the correlations between customer support for menu labeling and multiple factors, such as demographic characteristics, dinning-out behavior, and menu selection criteria. This study designed a survey and received responses from 351 individuals. The analysis results reveal that most respondents did not acknowledge menu labeling or lacked knowledge of it. Many of the respondents showed experience in ordering from menus with ingredient labels, but many showed no interest in menu labeling. Exactly 114 (32.5%) respondents showed support of menu labeling, and most were interested in levels of trans-fat, fat, and cholesterol. The respondents reported that menu labeling should be implemented more in fast-food restaurants and causal dinning restaurants. This study also analyzed how customer menu selection criteria are related to support level of menu labeling. Respondents were classified into three groups based on their support level for menu labeling (low medium high), after which correlations between customer menu selection criteria and support level were examined. Respondents in the high support group considered all menu selection criteria (i.e., ingredients, health, and consideration of calories). GLM analysis showed that monthly dining-out expenses were highly related to support level with a significance level of 0.05, and the interaction between monthly dining-out expenses and respondents' jobs also affected support level with a significance level of 0.01.

• 한국콘텐츠학회:학술대회논문집
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• 한국콘텐츠학회 2006년도 추계 종합학술대회 논문집
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• pp.106-110
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• 2006

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 Help Desk 시스템을 개발하였다.

• 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.

• 한국IT서비스학회지
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• 제15권3호
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• pp.173-193
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• 2016

Start-ups do not have enough resources such as financial capital and established customer base. Knowledge base of start-up team members is the crucial and unrivaled resource. This study tries to explicate the knowledge sharing process occurring in this knowledge base of start-up teams. Adopting the knowledge process view, detail process of knowledge sharing process model is constructed consisting of knowledge sharing speed, quality and quantity in a form of nomological net and empirically tested. In addition, preceding antecedents and consequential outcomes of this knowledge sharing is also posited as part of the research model : knowledge state of the team leading to team creativity and agility via the explicated knowledge sharing process model. Also, as this knowledge based view are triggered by the advance of IT in general, IT support is conceptualized as an antecedent and measures are operationalized. 230 data points were collected from start-up teams. Via data analysis using PLS, theoretical relationships from knowledge state, IT support, knowledge sharing process and knowledge consequences are found to be empirically supported except a few not supported. Most of all, team agility and team creativity are theoretically supported and empirically validated as critical outcome variables beyond performance measures. Though agility and creativity has been discussed as critical construct in start-up teams, it has not be much validated empirically. Also, interestingly, IT support are found to be significantly impacting the knowledge sharing process as expected. Academic contributions and implications for practice are discussed at the end with limitations and further research.