• 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.

• 대한안전경영과학회지
• /
• 제21권1호
• /
• pp.9-16
• /
• 2019

Logistics companies are worrying about securing of differential competitiveness so as to be competitive companies in keen logistics market. The ground is how users are satisfied by sell-established service system to respond not only economic feasibility of logistics costs but also diversity and advancement of logistics needs. The competitiveness of logistics companies is also caused by customer satisfaction of service and only companies finding and satisfying customer needs continuously may be more competitive. For the competitiveness, it's the most important to analyze demands of current and potential customers and their pursuing value properly. Therefore, this researcher grasped PSL for online logistics service users with 5-point Likert-scale and quality-level decision method that consider the weighted value based on Kano model, measured customer's potential Demand for service through PCDI, and suggested methodology for deciding the priority of the improvement with loss function of Taguchi.

• 대한안전경영과학회지
• /
• 제9권2호
• /
• pp.235-257
• /
• 2007

Concept about health is rapidly changed into 21C. thinking logic of customer about food is changed from just food to safety food by disposition of consumption about foodsafety. But government, manufacturer, distribution trader and seller which have different recognitions about foodsafety lose trust of customer. Because they did't focus on thinking changed of customer about foodsafety. Our thinking about rapidly changed food safety being intergrated with IT technology is helping to expand and supply into market. In this article, We'll study Traceability System about cattle and pig related to food. this system was developed in livestock market. In this study, we problems from these systems after studying present construction positions of these systems and purpose of this study is investigation of actual use condition. Also purpose of this study abstracts problems which will be developed and researched.

• 대한안전경영과학회지
• /
• 제24권4호
• /
• pp.85-93
• /
• 2022

Today's customer service providers, who have the greatest impact on customer satisfaction, are experiencing severe stress and job burnout due to various causes. Unlike general companies, the corporation has a relatively high level of dissatisfaction with customer service since there is a large conflict between the provision of kindness and the reasonable handling of civil complaints according to laws and regulations. In order to analyze the environment of the NPS' customer service providers, 5.583 branch employees working at the National Pension Service and 407 call center employees were surveyed online using the questionnaire function of the Enterprise resource planning system. The contents of the survey consisted of a survey on customer-facing employees, the level of awareness of customer-facing workers protection measures, and opinions on improvement and supplementation related to customer-facing workers protection measures. As a result of the survey, 72.8% of the total respondents experienced grievance complaints, and the proportion of call center employees was even higher at 89.0%. In addition, both the branch and the call center had the largest share of complaints about obstruction of business, unreasonable demands, abusive language, and verbal abuse. More than 40% of call center employees in their 20s and 30s experienced the highest frequency of complaints 13 or more times a year. The most difficult thing in the process of responding to complaints was that both branch offices and call centers had insufficient psychological recovery time, lack of space, and lack of help from colleagues and superiors. Based on the survey analysis, it is suggested to establish a countermeasure through case analysis rather than the right to suspend work for civil complaints that cannot be handled, such as customized manuals and action strategies for the age group with high grievance complaints.

• 마케팅과학연구
• /
• 제6권
• /
• pp.167-184
• /
• 2000

Previous models of consumer post-purchase evaluation behavior have treated customer satisfaction as a transaction-specific construct. In the present paper, a conceptual framework that describes customer satisfaction measurement as a process is developed. The framework explains customer satisfaction as a dynamic process encompassing five stages-search, interaction, experience, service, and longevity. It is proposed that organizations should develop information systems to measure customer satisfaction during all five of the stages and disseminate such information throughout the organization as part of their Total Quality Management efforts.

• 산업경영시스템학회지
• /
• 제34권2호
• /
• pp.85-91
• /
• 2011

The objective of this research is to analyze the effects of quality management system constructed by ISO 9001 certificates through BSC perspectives. Evaluation of quality management system based on BSC framework can consider short-term financial performance as well as nonfinancial performance characteristics, which will derive future financial results. This results show that QMS has an indirect effect on business performance through quality performance and customer satisfaction, which are internal business process and customer perspective, rather than have direct effects on financial performance. Finally we suggest implications of this study and future research direction.

• 한국지능정보시스템학회:학술대회논문집
• /
• 한국지능정보시스템학회 2000년도 춘계정기학술대회 e-Business를 위한 지능형 정보기술 / 한국지능정보시스템학회
• /
• pp.187-196
• /
• 2000

A lot of Internet shopping malls strive for obtaining a competitive advantage over others in an increasingly tighter electronic marketplace. To this end, understanding customer preference toward products (or services) and administering appropriate marketing strategy is essential for their continuous survival. However, only a few marketing researchers and practicioners focused on this issue, compared with academic and industry efforts devoted to traditional market segmentation. In this paper, we suggest a methodology of conjoint segmentation for electronic shopping malls. Traditional market segmentation methodologies based on customer's profile sometimes fail to utilize abundant information given while navigating around cyber shopping malls. In this methodology, we do not impose information overload to the customer for preference elicitation, but this methodology, we do not impose information overload to the customer for preference elicitation, but capture automatically generated surfing or buying data and analyze them to get useful market segmentation information. The methodology consists of 4-stages: 1) analyzing legacy homepages, 2) data preparation, 3) estimating and interpreting the result, and 4) developing marketing mix. Our methodology was to give useful guidelines for market segmentation to companies working in the electronic marketplace.

• 한국도서관정보학회지
• /
• 제46권1호
• /
• pp.25-42
• /
• 2015

본 논문의 목적은 고객의 소리(Voice of the Customers: VOC)를 활용하여 고객만족서비스를 제공하는데 있다. VOC는 정보서비스를 제공하는 기관들에게 고객만족도 제고와 정보서비스 개선을 위한 의사결정에 영향을 미치는 중요한 정보이다. K연구원은 과학기술분야 정보서비스인 NDSL을 이용하는 고객들의 요구, 건의사항 등의 고객의 소리를 VOC통합관리시스템(VCMS)으로 관리하고 있다. 본 연구는 지난 25개월 간 VOC통합관리시스템에 축적된 VOC 1,738건을 분석하여 정보서비스 개선방안을 제안하였다. 본 논문의 결과는 도서관이나 정보센터가 VOC를 반영한 정보서비스를 제공하고자 할 경우 기초자료로 활용될 수 있을 것으로 기대된다.

• 대한전기학회:학술대회논문집
• /
• 대한전기학회 2002년도 추계학술대회 논문집 전력기술부문
• /
• pp.259-261
• /
• 2002

KEPCO(Korea Electric Power Corporation) has been management alone before some time. However through the electrical industry reorganization generation and KPX(Korea Power Exchange) were separated on 2001. A marketing and distribution part will be separated in the future. While many problem for appear in future. how to management for power system network is important. unfortunallity, electrical power industry is starting point right now. Thus, detail data is incomplete for this field and detail research for this field is required with distribution reorganazation. In this paper suggest for customer interruption cost compute method to establish a standard. The standard is need to security operation of power system network. The customer interruption cost compute method necessity of customer interruption cost compute method is minimizing process for total cost. As final total cost compute through the interruption cost compute, we can recognize investment point exactly. We cited foreign survey questions, because exactly matched survey questions for in the country circumstance is not exist. And process to survey performance suggest after modify for match in the country circumstance. Survey questions that suggested fer this paper are classified five categories. This paper suggests to detail survey questions and survey method before survey and suggest to how to customer interruption compute when survey data is ensured. Moreover this paper suggest to average interruption cost compute for residential customer using statistical method.

• Journal of Smart Tourism
• /
• 제1권2호
• /
• pp.13-18
• /
• 2021

Hotels have recently started to implement enterprise information systems to measure and report sustainability indicators in a smart manner. However, a complex ownership structure in a hotel chain prevents full smart systems adoption at the individual property level. This study explores how a smart sustainability performance measurement system (SPMS) for waste management adoption correlates with customer ratings, customer reviews, operational efficiency scores, and between franchised and corporate-managed properties. We derive insights from the secondary data constructed from multiple sources for a large multinational hotel chain hotel. The findings suggest that hotels that adopt SPMS have better operational efficiency scores and more customer reviews. Within the hotels that adopted SPMS, corporate-managed hotels have a lower level of ratings than franchised hotels, but they have higher operational efficiency scores and more reviews. We discuss research implications for the concept of smart tourism and hotel management literature and managerial implications.