• Asia pacific journal of information systems
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• 제16권3호
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• pp.67-93
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• 2006

Some consumers prefer online and others prefer offline. What makes them prefer online or offline? There has been a lack of theoretical development to adequately explain consumers' channel switching behavior between traditional physical stores and new virtual stores. Through consumers' purchase decision processes, this study examined the reasons why consumers changed channels depending on purchase process stages. Consumer's purchase decision process could be divided into three stages: pre-purchase stage, purchase stage, and post-purchase stage. We used the intention of channel selection as a surrogate dependent variable of channel selection. And some constructs, that is, channel function, channel benefits, customer relationship benefits, and perceived behavioral control, were selected as independent variables. In buying look-and-feel products, it was identified that consumers preferred virtual stores to physical stores at pre-purchase stage. To put it concretely, all constructs except channel benefits were more influenced to consumers at virtual stores. This result implied that information searching function, which is a main function at pre-purchase stage, was better supported by virtual stores than physical stores. In purchase stage, consumers preferred physical stores to virtual stores. Specially, all constructs influenced much more to consumers at physical stores. This result implied that although escrow service and trusted third parties were introduced, consumers felt that financial risk, performance risk, social risk, etc. still remained highly online. Finally, consumers did not prefer any channel at post-purchase stage. But three independent variables, i.e. channel function, channel benefits, and customer relationship benefits, were significantly preferred at physical stores rather than virtual stores at post-purchase stage. So we concluded that physical stores were a little more preferred to virtual stores at post-purchase stage. Through this study, it was identified that most consumers might switch channels according to purchase process stages. So, first of all, sales representatives should decide that what benefits should be given them through virtual stores at the pre-purchase stage and through physical stores at the purchase and post-purchase stages, and then devise collaborative channel strategies.

• 서비스연구
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• 제5권2호
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• pp.119-132
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• 2015

낮은 품질의 데이터가 기업의 효율적인 운영과 신속한 의사결정을 저해한다는 이슈가 제기되고 있다. 이에, 본 연구는 경영층의 지원과 경쟁력이 심화되고 있는 경영환경이 데이터 활용 품질관리 활동의 영향요인이 될 수 있는지, 해당 활동이 업무처리 또는 의사결정을 위한 데이터 활용을 촉진시킴으로써 고객 지향성에 긍정적인 영향을 미치는지 살펴보았다. 연구결과 데이터 활용 품질관리는 데이터를 업무처리에 직접적 또는 의사결정에 활용하는데 긍정적인 영향요인이 될 수 있으며, 데이터 활용이 고객지향성에 간접적인 효과를 줄 수 있음을 확인하였다. 본 연구는 직접적인 매출 향상의 성과를 기대할 수 있을 것 같지 않다는 인식으로 데이터 품질관리의 중요성을 간과하는 기업의 경영자들에게 데이터 품질관리활동의 가치 및 경영층의 지원에 대한 실무적 함의를 제시하였다.

• International Journal of Computer Science & Network Security
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• 제23권7호
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• pp.101-108
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• 2023

Decision Support Systems (DSS) is an Information Systems (IS) application that aids in decision-making processes for many business concepts and Customer Relationship Management (CRM) is one of them and it depends on the firm's tasks for developing and retaining customers while achieving their satisfaction and enhancing the sense of belongingness for their products and services. Profit maximization, the process of customer value, and building strategic values for the firm are the three empirical benefits of CRM that are achieved through analytical, operational, and direction (AOD) capabilities respectively. This research focuses on the application of DSS models of what-if analysis (WIA) for CRM at (AOD) and also shows the dependence on the Information Success model (ISM). Hypothetical data are analyzed for (AOD) by three types of (WIA) to attain CRM and profit maximization and this analytical method can be used by any customer-oriented firm as a general model and for the purpose of the study we have compared the CRM between patients and hospital management.

• The Journal of Asian Finance, Economics and Business
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• 제4권3호
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• pp.75-83
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• 2017

This paper examines key determinants and the effect of country-of-origin on customer's purchase intention of functional food and dietary supplement product in Vietnam. Exploratory study was identified to evaluate personal and social factors on customer's buying behavior. Twenty-eight reflective constructs were adapted from literature and designed by using a seven-point Likert scale to facilitate measurement. By using non-probability convenience sampling, data was collected from a survey of 242 Vietnamese who have experienced in buying functional and supplement food. This paper employed partial least square structural equation modeling (PLS-SEM) as a technique employed to analyze the measurement and structural models. The findings provide evidence that social prestige customer perceives and their positive attitude toward functional food which are main factors influencing on consumers' purchase intention. Customer's perceived prestige plays an important role in decision-making process to purchase. The higher social prestige taken up in consumers' mind, the higher consumers' purchase intention is. Moreover, the more positive attitude customer holds toward functional food, the higher consumers' purchase intention. The research results provide useful information in current understanding of what antecedents determine factors influencing customer's intention to purchase functional food and lead to managerial implications for business strategies.

• 한국항해학회지
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• 제24권1호
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• pp.73-84
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• 2000

Shipping industry continues to face dramatic changes in its environment ranging from development in containerization, computerization and telecommunications to the emergence of global marketplace. Perhaps the most significant trend - representing both a threat and opportunity - is the increasingly competitive nature of shipping service market. In order for the shipping companies to cope with those improvements and challenges, they should analyze and clarify customer's DM(decision making) process for the purchase of container shipping service. The major research findings from the study were found as follows; 1) The degree of shipper's involvement in purchasing shipping services was found to be a discriminating variable affecting the information sources consisting of personal and non-personal information sources. 2) The positive relationship was found between the experiences on shipping services and non-personal information sources. 3) It was observed that as people had more experience searching for information, the more in depth their searches became. 4) There existed a positive relationship between knowledges on shipping services and information search. 5) According to the SEM analysis, the shipper's information search on shipping services was also found to have a great influence on the shipper's purchasing behavior. The shipper's search was resulted in positive customer satisfaction.

• 경영과학
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• 제31권1호
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• pp.27-40
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• 2014

Tour products have been recognized as a perishable asset. For tour operation companies (TOCs), improving profitability is a core decision problem for their business. Since package tour products, typical products of TOCs, are perishable after the tour was departed, TOCs have been tried to increase their sales before the departure date with various marketing strategies including price discounts. The pricing problem for perishable assets have been studied in Revenue Management for a long time. However, it is hard to find a research on pricing decisions for tour products. In this paper, we focus on a pricing problem for tour products. In particular, we will consider the pricing scheme with customer preference values on purchasing conditions. With conjoint analysis, we can use the part-worth value as a preference value for each level of purchasing conditions. To construct various discount prices, we use an enumeration method and suggest a mathematical optimization model. With experimental analysis for a sample tour package, we will show that our pricing process is very helpful for designing customer-oriented pricing decision.

• Industrial Engineering and Management Systems
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• 제8권4호
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• pp.221-227
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• 2009

There are customer services jointly provided by two facilities so that each customer will complete the course made up of both facilities' sub-services. The two facilities are assumed invested respectively by an infrastructure owner and one subordinate facility owner, whose partnership is built on their capital investments. This paper presents a mathematical model of Stackelberg competition between the two facility owners to derive their optimal Nash equilibrium. In this study, each facility owner's profit is consisted of fixed revenue fractions of sold services, operating costs (including depreciation cost) and maintenance costs of her facility. The maintenance costs of one facility are incurred both by failures and deterioration due to usage. Moreover, for both facilities, failures are rectified immediately by minimal repairs and preventive maintenance is carried out at a fixed time epoch. Additional assumptions are also employed to develop the model such as customer arrivals are manipulated to follow a Poisson process, and each facility's lifetime is independently Weibull-distributed. The Stackelberg game proceeds as follows. At the first stage of decision making process, the infrastructure owner (acting as a leader) decides the allocation of revenue shares based on her self-interest. After observing the allocation of revenue shares, the subordinate facility owner determines her own optimal price of services. This paper investigates actions and reactions of the two partners in the system. Then analytical conditions are proposed to achieve a unique optimal Nash equilibrium. Finally, some suggestions for further research are discussed.

• 한국경영과학회지
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• 제29권3호
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• pp.111-127
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• 2004

We consider a supply chain model with a make-to-order production facility and a single supplier. The model we treat here is a special case of a two-echelon inventory model. Unlike classical two-echelon systems, the demand process at the supplier is affected by production process at the production facility as well as customer order arrival process. In this paper, we address that how the demand variability impacts on the optimal replenishment policy. To this end, we incorporate Erlang and phase-type demand distributions into the model. Formulating the model as a Markov decision problem, we investigate the structure of the optimal replenishment policy. We also implement a sensitivity analysis on the optimal policy and establish its monotonicity with respect to system cost parameters.

• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2007년도 춘계학술대회
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• pp.73-80
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• 2007

Recently, the strategy of the age of limitless competition for existence of manufacturing company appears for the enhancement of productivity through the automatic system, the reduction for the cost for standardization and the decision making process for the information system. Especially the critical success factors in manufacturing company can be summarized for the establishment of production visibility through the production management, material & work-in-process management, the establish of the flexible manufacturing system for the changed order priority and the establish of the quality system for improvement of product and process quality. The existing production management systems supply only simple information about production results on real time, can delay quick decision making. And it can prevent acquiring the information about various customer needs and the communication problems with other systems. In this paper, it will show MES system, a solution for the problems of existing production management systems. And through a case study of D company, it will reveal improvement effect on shipment error using MES system and economic analysis for MES itself.

• 한국IT서비스학회지
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• 제17권2호
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• pp.165-177
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• 2018

Recently, online commerces are becoming more common due to factors such as mobile technology development and smart device dissemination, and online review has a big influence on potential buyer's purchase decision. This study presents a set of analytical methodologies for understanding the meaning of customer reviews of products in online transaction. Using techniques currently developed in deep learning are implemented Hierarchical Attention Network for analyze meaning in online reviews. By using these techniques, we could solve time consuming pre-data analysis time problem and multiple topic problems. To this end, this study analyzes customer reviews of laptops sold in domestic online shopping malls. Our result successfully demonstrates over 90% classification accuracy. Therefore, this study classified the unstructured text data in the semantic analysis and confirmed the practical application possibility of the review analysis process.