• 문화기술의 융합
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• 제3권4호
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• pp.137-144
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• 2017

본 연구의 목적은 패션기업의 SCM(Supply Chain Management) 환경에서 B2B 관계 구축에 영향을 미치는 CRM(Customer Relationshio Management)요소들을 밝히는 것이다. 특히 이러한 CRM 요소들이 기업간 권력구조와 관계없이 비즈니스의 모든 영역에서 유의한 효과가 있는지 탐색적으로 살펴보고자 한다. 이를 위해 질적연구방법과 양적연구방법을 병행한 통합적 접근법을 이용하여 탐색적 연구가 진행되었다. 패션기업에 근무하는 전문가 5명을 대상으로 하여 심층면접을 실시하였으며 이를 통해 연구모형을 구성하였다. 그리고 설문지를 통하여 이러한 모델을 실증적으로 검증하기 위한 양적연구를 진행하였다. 그 결과 첫째, 패션기업 간 거래유형에 따라 장기지향적 관계/충성도, 전환 비용에 영향을 미치는 CRM의 모형이 구성되었다. 둘째, 구성된 연구모형을 양적으로 검증한 결과 변수 간 인과관계는 부분적으로 지지되었다. 구체적으로 기업간 관계구축에 가장 큰 영향을 미치는 CRM요인은 매출보장과 특별할인이었다. 또한 고객화된 제품과 품질, 편의성, 경쟁력 있는 가격, 제품/시스템/서비스 개발과 같은 요소들이 관계 구축 및 전환비용 상승에 영향을 미칠 것으로 나타났다.

• 경영과정보연구
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• 제30권2호
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• pp.81-111
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• 2011

본 연구는 고객-서비스 제공자 관계에 있어, 그 주도권이 고객에게로 기울어 진 현재의 마케팅환경에서 어떠한 상황적 요인이 고객을 자발적으로 서비스제공자와의 관계에 더 몰입하게 만들 수 있는지에 대한 이론적, 실무적 통찰을 얻기 위해 실시되었다. Baard, Deci and Ryan(2004), De charms(1968)와 Deci, Ryan(2002)이 제시한 자율성 지지환경과 접점에서의 종업원의 커뮤니케이션(Komiak and Benbasat 2006). 등이 관계발전에 기여하는 바를 개인의 자기결정성과 함께 고려하여 구조방정식 모형을 통한 가설검증을 시도하였다. 고객-서비스 제공자 간의 관계에서의 고객의 자기결정성의 지각정도를 파악하고, 나아가서 이렇게 형성된 자기결정성이 고객만족(Bansel, Taylor and James 2005) 및 관계지속의도 등에 미치는 영향을 검증함으로써 연구의 목적을 달성하였다. 연구의 결과를 통해 Dholakia(2006)를 시작으로 일부 연구자들에 의해서 실시된 자기결정이론의 마케팅 분야에의 적용범위를 확장하였고, 고객과 서비스제공자 관계에서의 고객의 자기결정성 관련 연구에 이론적인 바탕을 더 해 줄 수 있을 것으로 판단되며, 서비스 업체들의 접점관리와 종업원 관리에 있어서도 많은 실무적인 시사점을 제시할 수 있을 것이다.

• 품질경영학회지
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• 제44권4호
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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.

• 산경연구논집
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• 제13권4호
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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

• 품질경영학회지
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• 제28권3호
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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.

• 유통과학연구
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• 제21권12호
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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.

• 한국컴퓨터정보학회논문지
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• 제21권2호
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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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• 제29권3호
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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.

• 보건행정학회지
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• 제13권3호
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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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• 한국디지털정책학회 2003년도 창립학술대회
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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.