• The Journal of the Convergence on Culture Technology
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• v.3 no.4
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• pp.137-144
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• 2017

The purpose of this study is to examine the effectiveness of Customer Relationship Management (CRM) factors in the Supply Chain Management (SCM) context focusing on ashion apparel company. Especially, this study reveals whether a long term relationship is beneficial for all businesses regardless of negotiation power leverage. To this end, the mixed research methods that combined qualitative and quantitative approaches were conducted. The findings of this study are as follows: First, the research model which is CRMs for interactive relationship building were developed. Second, cause-and-effect relationships in the proposed model were partially supported depending on CRMs. The most effective CRMs offered are a guarantee of sales and a special discount. Customized products and quality, convenience, competitive pricing, and development of a product/system/service were effective to ultimately increase a switching cost.

• Management & Information Systems Review
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• v.30 no.2
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• pp.81-111
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• 2011

Relationship Marketing has been dealt with as an effective strategy to sustain customer loyalty in many previous researches. For relationship development, a customer's efforts are necessary as well as an organization's efforts. However, the role of customers for the development of the relationship with an organization has been dealt in few previous researches so far. Furthermore, whereas researchers understand the importance of consumers' motivation in the relationship, few researchers had paid attention. This research is based on the Self-Determination Theory (SDT) to explain the role of customer motivation in the process of relationship development and performance. We started by using SDT to confirm the psychological side of relationship development in customer aspects. Then, this paper verified the relationships among environmental factors(informative communication, perceived personalization), relationship motivation(identified motivation, internal motivation) and relational factors(affective commitment, relationship strength). It suggested that customer's roles in psychological parts be inevitable in developing the relationship and it acquired by such stimulations from service providers. In conclusion, this paper has several marketing implications on customer acquisition and retention. For service providers, they should recognize the fact that a customer's perception of self-determination factors can generate tangible and intangible performance in relationship development.

• Journal of Korean Society for Quality Management
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• v.44 no.4
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• pp.983-997
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• 2016

Purpose: The purpose of this paper is to examine the structural relationship among leader-member exchange(LMX), empowerment, job satisfaction, organizational commitment, and customer orientation in a low-cost carrier industry. Methods: The collected data through the survey were analyzed using structure equation model analysis The sample used for the empirical analysis is a total of 231 questionnaires. Results: The results of empirical analysis are summarized as follows. First, LMX in a low-cost airline has a significant effect on empowerment, job satisfaction, and customer orientation Second, empowerment has a significant impact on organizational commitment and job satisfaction. However, it is not significantly related to customer orientation. Third, Organization Commitment has significant effect on jon satisfaction. Finally, job satisfaction has a significant impact on customer orientation. Conclusion: This paper has a contribution in that it extends the range of the academic research concerning LMX. Also this paper provides implications on effective human resource management method suitable for a Jeju-Air.

• The Journal of Industrial Distribution & Business
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• v.13 no.4
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• pp.1-14
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• 2022

Purpose: The purpose of the study is to explore the application of Augmented Reality (AR) technology to enhance interactivity and decision making via technology-enabled experience particularly, in the context of COVID-19. This study investigated effects of perceived utilitarian value, hedonic value, social value, and perceived risk on customer satisfaction with AR technology that are rarely examined in previous studies. Research design, data and methodology: Online survey data was used in the study. This study applied factor analysis and regression analysis to test the hypotheses and employed ANOVA and mediation effect analysis to explore additional findings. Results: The results suggested that customers' perceived usefulness, arousal, social preference, innovativeness, financial risk, and performance risk have statistically significant effect on customer satisfaction. Conclusions: The findings of the study provided managerial and policy implications to develop and advertise the introduction of AR technology with the emphasis on the practical and utilitarian benefits of the technology. The result of this study highlighted the importance of customer relationship management by providing advanced services to customers through AR technology. This study contributes to technology-enabled CRM literature by providing the empirical result to verify the assumption that AR technology can be an effective tool of firms' CRM strategy

• Journal of Korean Society for Quality Management
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• v.28 no.3
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• pp.133-144
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• 2000

Many organizations have developed their own information systems not only for internal efficiency but also for effectiveness of external customer services. One of the most effective service tools for their customers is the use of information technology. The web technology is rapidly becoming one of the most effective tools for online customer services. In order to gain competitive edge, organizations must have effective web site planning methods for their customer service. A study on traditional information systems planning methodologies has been conducted and they are compared with web site planning techniques. Cases of web sites in order to Improve customer relationship are analyzed. finally, a new conceptual framework for web site planning strategy for e-CRM is proposed in this paper. In order to support effective web site planning, online customer contact points and online service activities are defined and classified as several stages. And, web site strategies corresponding to each customer service activities are developed and proposed, With this framework, organizations can build competitive web strategies for improving their online customer relationships, thereby increasing customer satisfaction.

• Journal of Distribution Science
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• v.21 no.12
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• pp.47-58
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• 2023

Purpose: Post-purchase service in online platforms has created an exciting focus for consumer behavior studies. This study intends to ascertain the impact of post-purchase shipping dimensions (shipping service, tracking service, return service, and customer care) on customer satisfaction and behavior intention. The authors developed a new model considering behavioral intention as the endogenous variable integrated framework of previous studies. Research Design and Methodology: The total sample is 223 respondents, selected using purposive sampling. The data collection uses Google Forms and is analyzed using AMOS Structural Equation Modeling (SEM). Results: Our findings showed shipping, tracking, returns, and customer service positively impact customer satisfaction, and customer satisfaction mediates shipping, returns, and customer service on customer behavior intent. Furthermore, customer satisfaction does not affect the effect of tracking service on customer behavior intention. Conclusion: Our hypothesis of the relationship between the post-purchase dimension and customer satisfaction was supported. However, only two of our three mediating hypotheses are supported. The mediating effect of customer satisfaction on the post-purchase dimension on behavioral intention is insignificant, while their direct relationship was significant. It showed that, concerning tracking service, customer satisfaction is not a requirement for the customer to perform behavioral intention in an e-retail context.

• Journal of the Korea Society of Computer and Information
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• v.21 no.2
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• pp.131-136
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• 2016

This study aims to present suggestions on the causes and effects between internal marketing and customer-oriented trends of social welfare halls based on the issue that internal marketing should be activated based on previous studies on the relationship between internal marketing and customer-oriented trends. For this purpose, as a result of analysing the research hypothesis through a questionnaire, this study has meaning in that it supported the results of previous studies on internal marketing and customer-oriented trends as theoretical suggestions and analysed the relationship between internal marketing and customer-oriented trends. It was politically suggested and emphasized that internal marketing is needed in social welfare halls and to encourage social welfare workers to be customer-oriented, components of internal marketing should be established in an organic and systematic manner.

• Asia pacific journal of information systems
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• v.29 no.3
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• pp.428-447
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• 2019

This paper investigates how firms increase customer acceptance of self-service technologies in retail, and the impact of self-efficacy on customer experience, satisfaction, and loyalty. We conducted our empirical research by administering 308 questionnaires to customers of self-service convenience stores in China. We employed a structural equation model to analyze the relationship between service quality, revisit intention, and word of mouth. The results indicate that perceived service quality significantly influences customer satisfaction, with the service quality of self-service retail and experience value being important factors in consumer acceptance of self-service retail stores. Additionally, we investigated the relationship between customer experience value, satisfaction, and loyalty, and found that self-service retail stores exert a significant impact on perceived self-efficacy. Informed by the research on customer acceptance of self-service technologies in retail, promoting further development of self-service retail technologies can effectively aid companies in generating profit while offering more convenience to customers.

• Health Policy and Management
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• v.13 no.3
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• pp.21-34
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• 2003

Patient revisit to used hospital is a key factor in determining a health care organization's competitive advantage and survival. This article examines the relationship between customer's satisfaction and his/her revisit associated with three different methods which are the Chi Square Automatic Interaction Detection(CHAID) for segmenting the outpatient group, logistic regression and neural networks for addressing the outpatient's revisit. The main findings indicate that the important factors on outpatient's revisit are physician's kindness, nurse's skill, overall level of satisfaction, hospital reputation, recommendation, level of diagnoses and outpatient's age. Among these ones, physician's kindness is the most important factor as guidelines for decision of their revisit. The decision maker of hospital should select the strategy containing the variable amount of the level of revisit and size of outpatient's group under the constraint on the hospital's time, budget and manpower given. Finally, this study shows that neural networks, as non-parametric technique, appear to more correctly predict revisit than does logistic regression as a parametric estimation technique.

• 한국디지털정책학회:학술대회논문집
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• 2003.12a
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• pp.11-24
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• 2003

It is far more expensive for companies to acquire new customers than it is to retain customers. As a result, companies are turning to Customer Relationship Management (CRM) in order to make decisions about managing the relationship and the profitability of those customer relationships. CRM is a strategy that integrates the concepts of Knowledge Management, Data Mining and Data Warehousing in order to support the organization's decision -making process to retain long-term and profitable relationships with its customers. This paper examines the design implications that CRM poses to data warehousing. We then present a robust data warehouse schema to support CRM analyses and decisions. For example, the proposed schema could be used to calculate customer profitability and to identify social networks of influence between customers. The paper also discusses future areas for research pertaining to CRM data warehousing and data mining.