• Title/Summary/Keyword: Customer needs

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The Influence of Sales-force System on Salesperson's Job Attitude and Sales Performance (영업통제시스템이 판매사원의 직무태도와 판매성과에 미치는 영향)

  • YI, Ho-Taek;YU, Jung-Rim
    • Journal of Distribution Science
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    • v.17 no.11
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    • pp.81-92
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    • 2019
  • Purpose: The salesperson, the core of the operating activities, plays the role of connecting the inside and outside of the company, representing the company to the consumer and identifying and responding to the customer's needs. The department store industry is the most representative retail industry in South Korea, and competition among its peer group and industry is intensifying, requiring differentiated service sales activities and performance from its employees. This study divided the sales force system into activity control(process-oriented control) and output control(performance-oriented control) and verified the differential impact on the job attitude of the salesperson (e.g., job satisfaction and burn-out), respectively. In addition, the effect of job satisfaction and burn-out of the salesperson on the job performance were checked. Research design, data, and methodology: The survey was conducted on 200 sales people working at five branch stores of Hyundai department store in Seoul, and 194 of them were analyzed. The reliability and validity of the variables were analyzed and hypotheses were verified through the SEM. Results: Results have shown that activity control has a greater impact on burn-out compared to output control, and output control has a greater impact on job satisfaction compared to activity control. It has been shown that the salesperson's burn-out does not affect sales performance, but that job satisfaction has a positive effect on sales performance. Conclusions: This study examines the effect of sales force management system such as activity control and output control, on the job attitude and sales performance in department stores. According to the results of this research, each of two control systems have a discriminatory effect on the job attitude variables. For the sales managers of department store, it is recommended to increase the efficiency of sales management by increasing the use of outcome control compared to activity control.

Rule Acquisition Using Ontology Based on Graph Search (그래프 탐색을 이용한 웹으로부터의 온톨로지 기반 규칙습득)

  • Park, Sangun;Lee, Jae Kyu;Kang, Juyoung
    • Journal of Intelligence and Information Systems
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    • v.12 no.3
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    • pp.95-110
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    • 2006
  • To enhance the rule-based reasoning capability of Semantic Web, the XRML (eXtensible Rule Markup Language) approach embraces the meta-information necessary for the extraction of explicit rules from Web pages and its maintenance. To effectuate the automatic identification of rules from unstructured texts, this research develops a framework of using rule ontology. The ontology can be acquired from a similar site first, and then can be used for multiple sites in the same domain. The procedure of ontology-based rule identification is regarded as a graph search problem with incomplete nodes, and an A* algorithm is devised to solve the problem. The procedure is demonstrated with the domain of shipping rates and return policy comparison portal, which needs rule based reasoning capability to answer the customer's inquiries. An example ontology is created from Amazon.com, and is applied to the many online retailers in the same domain. The experimental result shows a high performance of this approach.

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A Case study of firm growth and new market creation through commercialization of standard technology - Collaboration between ETRI and Initech - (핵심표준기술의 기술이전사업화를 통한 기업성장 및 신산업 창출 사례연구 - 이니텍(주) ETRI 협력사례를 중심으로 -)

  • Son, Ik-Soo;Ko, Young-Hee
    • Knowledge Management Research
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    • v.14 no.5
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    • pp.15-34
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    • 2013
  • In a turbulent environment, it is important for a firm to obtain competitiveness through acquiring new technologies and new knowledge. Many studies has shown that R&D has positive effects on innovation and performance. However, the limitation of resources and research personnel for SMEs leads to the needs of collaboration between government R&D and SMEs. The quantitative results of government R&D comes in the form of patents or publication of papers while the qualitative results comes in the form of commercialization (revenue increase or cost reduction) of the SMEs acquiring the technology through technology transfer. Korean government invested 16.9 Trillion Won in 2013 and achieved remarkable quantitative results but the qualitative results are still yet to be improved. The technology transfer rate in 2011 was 26.0% while the success rate of commercialization of the transferred technology is only 23.6%. Therefore it is meaningful to study the success factors of the technology commercialization in Korea. In this study, a case of technology commercialization between ETRI and Initech is studied. Initech was a venture firm which started in 1997 with 2 employees and after transfer of technology from ETRI in 1999, it has grown to a firm of 238 employees. In this study, Jolly's commercialization model was used to analyze the success factors of the commercialization. It was shown that four main factors that leads to the success are (1) mobilizing interest and endorsement through customer oriented R&D by ETRI, (2) mobilizing resources for demonstration through systematic technology commercialization process by ETRI, (3) mobilizing market constitutents through government standardization that leads to the reliability of the participants, and (4) mobilizing complementary assets for delivery by management strategies of Initech.

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A Study on Reducing Duplication Responses of Chatbot Based on Multiple Tables (다중 테이블을 활용한 챗봇의 중복 응답 감소 연구)

  • Gwon, Hyuck-Moo;Seo, Yeong-Seok
    • KIPS Transactions on Software and Data Engineering
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    • v.7 no.10
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    • pp.397-404
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    • 2018
  • Various applications are widely developed for smartphones to meet customer's needs. In many companies, messenger's typed interactive systems have been studied for business marketing, advertising and promotion to provide useful services for the customers. Such interactive systems are usually called as "Chatbot". In Chatbot, duplicated responses from Chatbot could occur frequently, and these make one lose interest. In this paper, we define a case that the response of Chatbot is duplicated according to the user's input, and propose a method to reduce duplicated responses of Chatbot. In the proposed method, we try to reduce duplication responses through a new duplication avoidance algorithm by building multiple tables in a database and by making combinations of user's input and its response in each table. In our experiments, the proposed method shows that duplicated responses are reduced by an average of 70%, compared with the existing method.

A Study on the Effect of the Corporate Social Responsibility Activities on Brand Equity and Purchase Intention - Focused on Moderating Effect of the Customer's Mobile Communication Service Quality - (기업의 사회적 책임활동이 브랜드 자산과 구매의도에 미치는 영향에 관한 연구 -이동통신 이용고객의 서비스품질 조절효과를 중심으로 -)

  • Park, Nam-Goo
    • Journal of Digital Convergence
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    • v.12 no.12
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    • pp.189-202
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    • 2014
  • This study is to find the mobile communication corporate social responsibility activities on brand equity for the purchase intention of the Company's social responsibility activities impact study of 3's customers using mobile communication service quality services residing in Daejeon to analyze whether the control acts through. Results of the study on social responsibility activities brand equity, brand equity is showed to influence purchase intention, showed that the moderating effect between service quality through the purchase of brand equity. In this study, in order to increase the company's ultimate goal is also to improve the brand image of buying through corporate social responsibility activities, we derive a result that can increase the purchasing needs of consumers by providing differentiated service quality research.

Business model innovation strategy for sustainable value creation in corporation (기업의 지속적인 가치창출을 위한 비즈니스 모델 혁신 전략에 대한 연구)

  • Shin, JoongKyung;Kim, A-Rang;Ha, Kyu-Soo
    • Journal of Digital Convergence
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    • v.11 no.4
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    • pp.153-164
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    • 2013
  • Business model innovation creates differentiated value to customers by transforming various elements of doing business. Rather than focusing singularly on either the external or internal environment, the business model innovation aims to identify the optimal combination of internal resources, competence, and the external factors, such as customer's needs and new opportunity. However, due to lack of clear definition of business model innovation, and inability to generate company's core business model, business model innovation has been difficult for companies to lead next growth. This paper reviews existing definitions of business model innovation and explore existing types of business model innovation and timing of business model innovation through two case studies. Concept of business model innovation which we identify, is composed of value proposition, value creation through value chains and networks, and profit model innovation. Finally, we demonstrates that already successful businesses can also create new values through business model innovation and adaptive advantage, even in a rapidly changing market environment.

Design and Implementation of UDDI to Provide the User-Side Quality of Web Service (사용자 측면의 웹서비스의 품질데이터를 제공하기 위한 UDDI의 설계 및 구현)

  • Cho, Poong-Youn;Lee, Nam-Yong;Lee, Choul-Ki
    • The Journal of The Korea Institute of Intelligent Transport Systems
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    • v.8 no.4
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    • pp.102-112
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    • 2009
  • Quality of the web service is one of the most important elements as various web services provide diverse functionality, and therefore, it is more and more difficult to satisfy customer's needs. Since the existing UDDI registry provides the basic information such as name and URL of a web service, users are having hard times to choose and customize their web service. In this paper, we propose an extended UDDI architecture for providing quality data of a web service. And in this architecture, we used an automated collection technique of data for testing web service which provides quality information to the users, including response time, throughput, availability, reliability and accessibility. With this new architecture, users and web developers can benefit from web services that customize information for the users and this ensures reliability of web-based applications.

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Casual Analysis on the Relationship between Information Usage and Excursion Behavior toward Planning Sightseeing ITS (관광지 정보이용과 주유행태의 인과관계 분석)

  • Kim, Hyun
    • The Journal of The Korea Institute of Intelligent Transport Systems
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    • v.10 no.2
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    • pp.66-76
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    • 2011
  • The Sightseeing ITS is defined as a system that gives tourists and inhabitants the information concerned with road network conditions, parking, sightseeing spots, and travel time in the relevant area. When focusing on tourists' excursion behaviors in sightseeing areas, however, it is sometimes found that they feel much annoyed with insufficient information about the area. While they also have a variety of needs to get information and make a decision about their excursions, it becomes one of important subjects to understand the actual circumstances of their information usage and to identify the causal relationship between their excursion patterns and the obtained information. This paper aims to investigate basic issues toward development of Sightseeing ITS and to modify an analytical model of tourist's excursion behavior considering information usage at Fuji five lakes Area, which is a representative sightseeing place in Japan. The relationship was analyzed using a structural equation model: information usage at the scheduling stage has an impact on tourists' individual cognition of the sightseeing area, tourists' individual cognition affects information usage at the excursion stage, and information usage at the excursion stage affects behavior during excursions. It is found that tourists' decision making behaviors on their excursion tend to depend on the information usage. This implies essential results to construct effective and customer oriented ITS.

Development of Performance Measurement Indicators in S Hospital (S병원 성과평가지표 개발에 관한 연구)

  • Lee, Hee-Won;Yu, Seung-Hum;Lee, Hae-Jong;Park, Chang-Il
    • Korea Journal of Hospital Management
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    • v.5 no.1
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    • pp.1-23
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    • 2000
  • This study was undertaken to develop performance measurement indicators in S Hospital, which is the largest component of Y Medical Center which implemented the Responsible Management System in 1993. To begin, strategic initiatives for S Hospital were reestablished based on Y Medical Center's goals and objectives. The BSC(Balanced Scorecard) was used to develop performance measurement indicators after validity checks by specialists. The results were that total 16 indicators were developed to measure performance for strategic initiatives. Those included the growth rate of patient revenues, operating profit to gross revenues, reduction rate in administrative expenses from a financial perspective; average medical expenses per adjusted patient, patient satisfaction survey for inpatients and outpatients and emergency room patients, return rate for treatment results from the customer's perspective; reduction rate in average length of hospital stay, expenses for lost cases of medical disputes, rate for contracted employees, the number of published reports per faculty member from an internal perspective; educational expenses for training medical staff and full time employees, adjusted patient per medical staff, and the number of cases implemented which were proposed by employees. Any organization needs to have its own explicit objectives to grow and develop and it is absolutely necessary to measure performance to accomplish them. The performance measurement indicators developed by this study are expected to be used as a tool to attain the objectives of S Hospital.

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A Study on the Management Performance Improvement through Cooking Skills Support and Management Consulting for Restaurants: Focused on Restaurants in Gyeonggi Province (외식업체 조리 기술지원 및 경영 컨설팅을 통한 경영성과 향상에 관한 연구: 경기지역 레스토랑을 중심으로)

  • Eum, Young-Ho;Lim, Young-Hee;Jung, Ju-Hee;Lee, Eun-Jin
    • Culinary science and hospitality research
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    • v.23 no.5
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    • pp.92-100
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    • 2017
  • The purpose of this study was to analyze the current status of 30 restaurants targeted for customized-visit consulting. For this process, experts visited restaurants and conducted consulting to improve the effectiveness of management for restaurants. A frequency analysis was used for general details, and a questionnaire survey was conducted to consult employees and customer groups. The analysis and consulting results were as follows: Firstly,menu need to be improved through restaurants' sanitary state and menu quality improvement. New menu should be developed through continuous training for restaurant operators, the relevant organizations, and cooking skill experts. Secondly, restaurants' cooking skill and knowledge should be secured by training of restaurant operators from the relevant organizations and experts to acquire cooking skills. In conclusion, restaurants' capability needs to be consolidated through persistent and cyclical process to maintain competitive menus and cooking skills. The results also showed that employee group's MOT, foods, menu, and facility education/training should be fortified. In order to reinvigorate the restaurant industry, marketers need to offer continuous education/training and consulting for employees to improve their satisfaction.