• 한국경영과학회:학술대회논문집
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• 한국경영과학회 1998년도 추계학술대회 논문집
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• pp.19-22
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• 1998

ISP(Information Strategy Planning) is the methodology to light the objective and the business system architecture, and to recognize the strategic situation for the establishment of effective information system in an organization. Customer Needs Research is one of the Research Methodology that analyze the customer needs effectively and use to establish the policy and the direction of corporation. Both have the important role to establish the strategy for the corporation. The former can propose the corporate information strategy in MIS, the latter can be used to research the customer needs about a corporation, to establish the business management strategy and to decide the way corporate must head. But each has studied independently and there is no integrated methodology of ISP and Customer Needs Research. Actually, a lot of corporations still establish ISP to increase the business efficiency rather than to satisfy the customer needs. Customer satisfaction is the final objective of all business so that corporations have to find the customer needs through Customer Needs Research and make ISP oriented to customer satisfaction through the result of Customer Needs Research.

• 대한안전경영과학회지
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• 제10권3호
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• pp.267-274
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• 2008

This paper reports generating creative ideas based on customer needs using Kano Model and Importance-Differentiation Matrix (I-D Matrix). Nowadays, every customer demands creative ideas on product innovations in order to be satisfied her needs. However, most existing methods are limited to get creative ideas that reflect customer needs. Any creative ideas that do not fully reflect customer needs are obviously more difficult to succeed in the market than those that reflect customer needs. This paper distinguishes each quality elements the customer needs in terms of Kano Model. And it presents the effective ways of generating creative ideas by I-D Matrix in order to overcome current uppermost limits.

• 한국콘텐츠학회논문지
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• 제17권5호
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• pp.192-199
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• 2017

본 연구는 호텔직원의 성장욕구와 직업존중감이 고객지향성에 미치는 영향과 심리적 주인의식이 직원의 고객지향성의 관계에 미치는 매개효과에 대해 연구하였으며 서울지역에 소재한 특급호텔 직원을 대상으로 실증분석을 시행하였다. 그 결과, 직원의 성장욕구와 직업존중감이 고객지향성에 유의한 영향력이 있고 심리적 주인의식이 직원의 성장욕구와 직업존중감과 고객지향성의 관계에 완전한 매개효과를 미치는 것을 확인하였다. 이러한 연구결과를 바탕으로 호텔 인사담당자를 위한 직원관리에 대한 이론적 의미와 시사점 그리고 향후연구방향을 제시하였다.

• 패션비즈니스
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• 제22권3호
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• pp.75-88
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• 2018

The purpose of this research study is to analyze the effect of servicescape on customer orientation of skin beauty professionals. To attain the purpose, this study conducted self-administered survey of skin beauty professionals who have been working in Seoul cities and Gyeonggi provinces. by handing out total 438 copies of questionnaire. But 400 copies except for 38 ones of those respondents deemed to be unfaithful responses were analyzed and researched. A total of 400 questionnaire responses were used for data analyses. According to the results of factor analysis, Factor analysis revealed five factors of servicescape-surrounding factors, functionality, aesthetics, safety, and convenience- and three factors of customer orientation of beauty professional-understanding customer needs, beauty professional needs to offer services and meeting customer needs of beauty professionals. The result of regression analysis revealed that as for understanding customer needs of skin beauty professionals, convenience and functionality, safety and aesthetics has significant effects. All five factors of servicescape, safety, aesthetics, functionality, surrounding factors and conveniences, have significant effects on meeting customer needs. Regarding beauty professional needs to offer services, safety, functionality and convenience factor were significant factors. The study is to provide preliminary data on information useful in developing the method for managing and improving servicescape.

• 산업경영시스템학회지
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• 제29권1호
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• pp.26-33
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• 2006

The potential needs as well as visible needs of customer should be considered in order to research and analyze of the customer data. The methods to analyze customer data is classified into customer segmentation, clustering analysis model, forecasting customer response probability model, analysis of the customer break rate model and new customer analysis model by the purpose. In this study, we developed the CW-CLV (Correlation Weight Customer Lifetime Value)method that used AHP(Analytic Hierarchy Process)rule for enhance the reliability of customer data and quantitative analysis of the customer segmentation, based on CLV(Customer Lifetime Value). We suggest to new variables and methodology from determined CW-CLV coefficients, because all of companies respect to the diversified customers classification and complexity of consumers needs. Finally, we unfolded any company's scheduling added new methodology using simulation and leaded conclusion about the new methodology.

• 디자인학연구
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• 제12권1호
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• pp.63-72
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• 1999

사용자 니즈는 디자인 활동에서 매우 중요한 정보로서 활용된다. 그리고 이의 제품 디자인에서의 충실한 구현은 제품의 성공과도 밀접하게 연관되어 있다고 할 수 있다. 그러나 이러한 사용자 니즈는 일반적으로 마케터에 의해 수집되고, 그들의 언어로서 표현함으로써 디자이너는 이를 디자인 작업으로 신속하고 효율적으로 반영하는데 어려움을 갖게 되고, 따라서 이러한 니즈의 충실한 구현이 용이하게 이루어질 수 없게 된다. 본 연구는 바로 이러한 필요성에서 출발하게 된다. 즉, 본 연구에서는 효율적인 사용자 니즈 활용을 위한 가이드라인으로서 사용자 니즈의 디자인 정보 변환 프로세스를 개발하게 된다.

• 경영과정보연구
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• 제23권
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• pp.25-40
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• 2007

In the highly competitive and divers world of financial market, customer is the single most important factor to company's survival. Especially, creating a relationship with valued customers is a key to success. CRM provides the mean to retain high value customers. It takes a prospect of what customers expect. Utilizing those knowledge can help the products and service meet the customers' needs, thereby maximizing customer satisfaction and company's profit. In this report, I am going to suggest a few ways to develop successful CRM in the life insurance industry. First, CRM should innovate the way of communication to keep pace with Web 2.0 era. In other words, the customer's needs should be caught by real-time communication than traditional off-line market research. Thus, the functionality and specification of products can be decided by customer's direct choice so that the customers are able to purchase the understanding and experience of the products. Second, CRM project should consider whether the initial strategy plan can promise the stable growth of customer at the first step. When planning strategy, the project needs to identify what customer wants and how to fulfill the needs with stable growth of the customer. In addition, the CRM should be developed by realizing that customer centric benefits ultimately guarantee the growth of the organization. Third, CRM systems should enhance the organization's ability to take the customer's insight in a 360 degree view and to capture the voice of the customer directly. In order to develop the best matched product package, more precise customer segmentation should be ahead of market segmentation strategy. Forth, the biggest reward from CRM will be a customer royalty program. Many successful banks are already planning and practicing customer royalty strategy. A comprehensive analysis of customers and their behavior allow organization to identify high value potential customers' needs and determine a strategy required to meet those needs. Even life insurance companies such as Prudential Korea are developing products designed for royal customers. Fifth, understanding and managing the experience of customer called Customer Experience Management also can increase customer satisfaction. Measuring only customers' experience and adapting it to marketing strategy make products position in the gap between the customers' expectation and experience not required by market. A key component of CEM is its application across all organizational functions. At last, the direction of change and development of CRM can be defined from the conceptualization of information technology represented by Ubiquitous and Web 2.0. Instead of just managing customer information, companies should take the initiative in personalized system with customer oriented strategy. Furthermore, with the regular communication between CRM stakeholders (Sales-Marketing-IT), customer's demand should be directly reflected to enterprise strategy in real time.

• 한국콘텐츠학회논문지
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• 제9권3호
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• pp.215-224
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• 2009

본 연구는 IPTV의 진화방향과 고객니즈의 확장, 그리고 해당 니즈와 관련된 기술의 예측을 위한 문헌 연구와 전문가 대상의 실증연구를 수행하였다. 연구결과, IPTV는 커뮤니케이션, 인포메이션, 엔터테인먼트 수요를 통합하는 융합미디어 플랫폼으로 진화할 것으로 예상되고, IPTV에 대한 고객니즈는 기존 TV에 대한 기본 욕구인 고품질?저비용 욕구에서 4A(Any Time, Any Where, Any Contents, Any Device) 니즈로 확장되어 갈 것으로 예측되었다. 특히 IPTV가 진화할수록 4A니즈 가운데 Customization 욕구 (Any Contents)가 가장 중요해질 것으로 예측되며, 이는 향후 IPTV 경쟁우위의 창출이 콘텐츠의 제작과 유통에 달려있다는 것을 시사한다.

• 한국감성과학회:학술대회논문집
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• 한국감성과학회 2000년도 춘계 학술대회 및 국제 감성공학 심포지움 논문집 Proceeding of the 2000 Spring Conference of KOSES and International Sensibility Ergonomics Symposium
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• pp.212-217
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• 2000

The purpose of this study was to develop a design process for a functional and sensible brassiere for muddle - aged women. As a methodology, an engineering design process QFD (Quality Function Deployment) was adopted to translate the consumer's needs into product design parameters. the customer needs for the wear comfort of brassieres were extracted from a survey of 100 women aged 30 - 40. To select which items were critical and which could be traded off for other attributed or benefits. the importance ratings for the customer needs were determined. Customer needs were translated into technical language by various physical test methods and wear tests. The customer competitive assessment was generated by wear tests of 10 commercial brassieres under controlled environmental conditions of 28${\pm}$1$^{\circ}C$, 65${\pm}$3% RH. The relationship matrix between the customer needs and the means of delivering the needs was developed. Using the QFD methodology, design elements for developing a brassiere for middle-aged women could be analyzed and organized efficiently.

• 유통과학연구
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• 제11권12호
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• pp.51-62
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• 2013

Purpose - A pre-study on service quality-based customer value is conducted with the path structure (perceived value of service quality→customer satisfaction→behavior intention) based on the hierarchical model of service quality including interaction and outcome quality, physical environment quality and the SERVQUAL model of process quality, namely, reliability, responsiveness, assurance, empathy, and tangibles. In addition, customer value in the service industry is studied by dividing into the two-way structure of utilitarian and emotional values. This study classifies customer values of family restaurants through the customer value model based on the 4×4 matrix needs system of Jeon and Kim (2009). It illustrates the path structure of customer value→customer satisfaction→behavior intention targeting college students in order to generalize the customer value system of family restaurants. Research design, data, and methodology - This study established seven hypotheses based on the relationship between each type of customer value (food quality, convenience, social, emotional, interior quality, service encounter, and purchasing) and customer satisfaction, and the relationship between customer satisfaction and behavior intention. The study data were collected from students in the Department of Business and Tourism at Kimpo University. In all, 294 survey papers were returned of the 300 distributed: 253 pieces were used in the final analysis excluding 41 with insufficient and less effective answers. For statistical analysis, the statistics software package SPSS 15.0 was used. Results - The results of the analysis are as follows: first, the customer values of family restaurants are classified by seven customer values: goods quality value, emotional value, convenience value, social value, purchasing value, service encounter value, and inner quality value. Second, emotional value, purchasing value, service encounter value, and inner quality value had positive impact on customer satisfaction. In particular, purchasing value through being included in functional value was not classified in the previous study; however, this study could classify and generalize this value in a new way. Finally, customer satisfaction had a positive impact on behavior intention. This showed that college students had behavior intention - repurchase intention and word-of-mouth - because they could be content with the food items on the menu and the service provided by employees. Conclusions - The main points based on the above-mentioned results are as follows. This study with college students as study subjects could be classified into four dimensions, namely, generic value, usage value, purchasing value, and physical value and seven sub-dimensions on customer values of family restaurants based on a 4×4 matrix needs system. Then, to confirm its generalization, the path structure of customer value→customer satisfaction→behavior intention was verified. While existing pre-studies used simplified values by classifying restaurant values largely as utilitarian value and hedonic value, this study classified various forms of customer value, and that customer value especially could be expanded by adding purchasing value. As a result, it is shown that marketers need to diversify their customer services because this study proved that customer values can be classified in various ways based on customer needs.