• 한국의류산업학회지
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• 제10권6호
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• pp.900-906
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• 2008

This study investigated factors influencing consumers' switching behavior in apparel purchasing situation. As customer switching behavior is getting more and more important, a considerable amount of researches have focused on how service providers acquire and sustain customers. The field of customers' switching behavior has been relatively well researched over the years, at least from the perspective of the cultural value(Chemyen). The purpose of this study is to understand customer' switching behavior to relationship benefits and Chemyeon. The sample was consisted on 182 females over 20 years old living in Ulsan and Gyungnam province. The data was analyzed by frequency, reliability, factor analysis, and structural equation model analysis. Findings showed that Chemyeon was shown to reduce customer' switching behavior. Also, three factors of relationship benefits(economic benefit, social·psychological benefit, and special treatment benefit) had negative effects on customer' switching behavior.

• Journal of Information Technology Applications and Management
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• 제20권4호
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• pp.207-219
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• 2013

The study examined relational marketing in terms of transaction specific satisfaction and cumulative satisfaction in the professional sport industry. The study evaluated the motivation of spectators visiting professional baseball games in 2012 and the satisfaction factors of relationship marketing. In this study, the satisfactions were considered in terms of single satisfaction associated with transaction and gradual satisfaction associated with customer loyalty. The relationship marketing was established considering each factor of marketing strategies, facility, game performance and entertainment. The study categorized the factors for customers to visit games as facility, game performance and entertainment with marketing strategies. The study found out that the customer satisfaction was related with both transaction specific satisfaction and cumulative satisfaction where cumulative one is longer term related. Moreover, cumulative satisfaction will be more related with the long term team financial performance.

• 한국의류학회지
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• 제27권2호
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• pp.239-249
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• 2003

The purpose of this research was to investigate influential factors for shopmaster's CRM (Customer Relationship Management) in the designer brand products, and to indicate the future fashion marketing strategies. The questionnaires were distributed to 74 shopmasters of the Designer shop in domestic L. S and H Department stores. Descriptive statistics, factor analysis, and path analysis from Lisrel program were used to analyze the data. The results were as follows; Firstly. for shopmaster's CRM variables, four factors of customer management variables were found and labeled as interest, DB construction, contact opportunity, and materials. Also, four (actors of shopmaster's knowledge regarding apparel materials were found and labeled as professionalism, manner, sense, and persuasion. For service variables, four factors such as precision, variety, rapidity, positiveness, and convenience of shopping were found. Secondly, for the results of hypothesis, all of the independent variables had direct influences on forming the relationship with customers. Therefore, it is concluded that the main elements of Shopmaster's CRM are highly important variables in customer relationship marketing strategy.

• 경영과학
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• 제29권2호
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• pp.105-125
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• 2012

As medical service industry is transformed into the market centered on consumers, medical service quality patients recognize is emphasized as the powerful means to ensure competitive advantage among hospitals in the fierce medical markets. Many researches have been done on the definition of medical service quality, developing a scale to measure it, patient satisfaction, hospital repurchase and oral transmission intention, but integrated studies have not been done sufficiently on the patient' cognitive emotional aspects. For these research purposes, based on service relation, service quality, physical surroundings, human services, corporate reputation, service value, emotional response, customer satisfaction and repurchase intention, this paper suggests a theoretical modeling composed of hypotheses on the relations of each theoretical variable. In addition, the moderating effect of service relationships is investigated based on the structural equation model.

• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2002년도 추계학술대회
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• pp.239-246
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• 2002

In this report, we provide the focus on suggesting a method of estimating & measurement of CBM(Customer Behavior Model). Through the use of internet, a new trend of business for e-CRM on B2C Web Site which is now known as EC has emerged. The Purpose of this study is to identify the relationship between the customers of a shopping mall and CBM characteristics. Result showed that there is a significant relationship between the some customers pattern of shopping mall and CBM, CVM(Customer Visit Model).

• 응용통계연구
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• 제18권3호
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• pp.555-565
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• 2005

고객세분화는 기업이 관계하고 있는 고객을 이해하고 그 이해를 바탕으로 효과적인 고객관리를 수행하기 위해 필수적인 요소인데 데이터마이닝이 기업의 정보관리영역에 적극적으로 활용되면서 보다 과학적이고 최적화된 형태로 개발되고 있다. 본 연구에서는 신용카드고객 의 카드사용행태에 근거하여 각 고객을 서로 유사한 사용행태를 보이는 고객군으로 세분화하는 과정을 소개하였다. 고객이 실제로 신용카드를 사용하면서 발생시킨 거래정보에만 의존하여 고객세분화를 개발하였으며 이는 마케팅의 관점에서 상당히 의미있는 내용이 될 수 있다. 고객세분화의 개발을 위하여 데이터마이닝기법인 k-평균 군집방법과 최장연결법에 의한 계보적 군집방법을 단계적으로 활용하는 이단계 군집방법을 이용하였다.

• 경영과정보연구
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• 제31권4호
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• pp.445-467
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• 2012

본 연구에서는 종업원의 고객을 위한 활발한 상호작용 노력과 고객의 적극적인 참여와 협조 속에서 형성되는 좋은 감정을 레포(rapport)라고 설명하였다. 따라서 본 연구는 관광환대서비스 생산과정에서 생기는 레포를 소개하고 그 역할과 기능을 실증적으로 살펴보았다. 무엇보다도 사람(고객과 종업원)이 핵심인 환대서비스 산업에서의 고객참여는 기업의 측면뿐만 아니라 고객측면에서도 상호이익이 되는 중요한 개념이며, 양측모두에게 최상의 결과를 창출할 수 있기 때문에 이 개념을 보다 명확히 이해하고 전략적으로 관리할 필요가 있다. 연구결과, 서비스제공자가 고객과 좋은 관계를 유지하기위해 노력하는 상호작용은 레포에 정(+)의 영향을 미치는 것으로 나타났다. 따라서 상호작용이라는 건설적인 활동들은 일종의 유대감이나 친밀감을 향상시킨다고 할 수 있을 것이다. 뿐만 아니라 상호작용은 고객이 지각하는 관계신념에도 정(+)의 영향을 미치는 것으로 나타났다. 즉 고객은 상호작용을 열심히 유도하는 서비스제공자와 관계를 유지하고 발전시키는 것을 원한다는 것이다. 또한 고객참여도 레포에 정(+)의 영향을 미치는 것으로 나타났다. 따라서 일방적으로 서비스를 전달받기보다는 고객 스스로가 참여할 때 더욱 레포가 생기는 것을 알 수 있었다. 그리고 고객참여는 관계신념에도 정(+)의 영향을 미치는 것으로 나타났다. 이것은 고객 스스로가 서비스제공자에게 도움을 주고 협조할 때 함께한 서비스제공자와는 관계를 유지하기를 원한다는 것을 알 수 있다. 마지막으로, 레포는 관계신념에 정(+)의 영향을 미치는 것으로 나타났는데, 고객은 종업원과의 관계를 지속적으로 유지하고 발전시키고자 하는데 이때 레포와 같은 좋은 감정이 중요한 매개역할을 한다는 것을 이해할 수 있다.

• 한국조리학회지
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• 제24권3호
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• pp.133-143
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• 2018

The purposes of this study was to investigate how interpersonal relationship stress had the impact on job attitude and turnover intention. To perform this study, total 420 questionnaire were distributed to regular hotel employees from October 16th to November 26th in 2017. Unworkable data were excluded, and final 344 usable responses were obtained for an empirical analysis. Frequency analysis, exploratory factor analysis, reliability analysis, correlation analysis and regression analysis were measured by using SPSS 18.0, respectively. For the study structure, interpersonal relationship stress primarily concentrated on the boss/staff/colleague/customer stress. Job attitude was divided into organization commitment and job satisfaction. Transfer intention was a single factor. The results of this study were shown as follows: Hypothesis 1, boss/customer stress have a negative effect on organization commitment and boss/colleague/customer stress have a negative effect on job satisfaction. Hypothesis 2, boss/customer stress have a positive effect on transfer intention. Hypothesis 3, tissue commitment have a negative effect on transfer intention. This results of this study have shown that stress management of employee is a source of management result in hotel business. This study have given to the hotel's human resource management and internal marketing for the practical implication and academical use.

• 한국식품조리과학회지
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• 제25권2호
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• pp.206-218
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• 2009

The study assessed the relationship between brand evidence (e.g., brand name, price/value for money, servicescape, core service, employee service and self-image congruence) and positive/negative emotion and brand satisfaction, and between positive/negative emotion and brand satisfaction in the family restaurant setting. Also, the relationship of positive/negative emotion and brand satisfaction with customer loyalty were assessed. Customers who used five brands of family restaurant in Daegu and Pusan during October of 2008 were surveyed by questionnaires. Brand evidence was positively related to positive emotion and brand satisfaction, and was negatively related to negative emotion. Positive emotion was positively related to brand satisfaction and negative emotion was negatively related to brand satisfaction. Brand satisfaction was positively relatively to customer loyalty. The results indicate that management of family restaurants should focus on brand evidence as a means of increasing profits and sales volume.

• 한국지능정보시스템학회:학술대회논문집
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• 한국지능정보시스템학회 2002년도 춘계학술대회 논문집
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• pp.305-314
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• 2002

In order to adapt to today's rapidly changing environment and gain a competitive advantage, many companies are interested in CRM(Customer Relationship Management). Especially, the product recommendation system that can be implemented by personalizing the marketing strategy becomes the focus of CRM. In this research, we employed CBR(Case-Based Reasoning) technique that can overcome the limitation of CF(Collaborative Filtering) technique. Our system recommends the books that the customer is very likely to buy next time considering the factors such as 'Personal Features of Customer,' Similarity between Book Categories' and 'Sequence of Book Purchases'. Accuracy of predicting a book-not a particular book, but in the middle level of classification that contains about 190 categories-was about 57%.