• East Asian Journal of Business Economics (EAJBE)
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• v.2 no.3
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• pp.33-42
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• 2014

The main purpose of this study intends to study the theoretical interconnection between human response capability and customer relationship management advantage while considering the essential role of service application of information technology as direct, indirect (mediating), and interactive (moderating) influences in the theory. Based on the study sample, the new findings help comprehend the overall interconnected relationship which includes the direct and indirect (mediating) effects of information technology service capability and human response capability as well as their interaction (moderation) on customer relationship management advantage. The new insights interprets the two capabilities (human and information technology) are vital to business because they are the foundation set of service resources significantly to enhance customer relationship management advantage.

• Journal of the Korean Society for information Management
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• v.25 no.3
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• pp.119-141
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• 2008

This study examines firstly concept and present condition of Policy Customer Relationship Management(PCRM) system which applying in the governmental dimension Customer Relationship Management(CRM) system of enterprises(proft-making organizations), comparison of PCRM and CRM, and definition of customer and customer classification process as a key of PCRM. Next, investigates applying plan in the other special libraries of governmental institution through the case study of Information Center on North Korea(special library attached to the Ministry of Unification) and relationship with different connection systems attempted in e-government(Enterprise Architecture). Lastly, through this, considers complemental issues for developmental fixation in special libraries.

• The Journal of Economics, Marketing and Management
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• v.9 no.2
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• pp.45-55
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• 2021

Purpose: The purpose of this study is to investigate the theoretical basis for assessing the strategic increase in customer perception of service quality, justice, and relationship benefits. Especially in terms of increasing relationship commitment and customer loyalty in the medical service sector. Research design: Data were collected by questionnaires through specialized hospital services. Survey was conducted on patients who have been treated at a spine specialized hospital. Results: Research shows that service quality, justice, and relationship benefits have the greatest direct impact on relationship commitment, and relationship commitment has a strong direct impact on customer loyalty in the medical service organization. Conclusions: The effect of combination of core and voluntary service behavioral attributes such as service quality, justice and relationship benefits have the most positve impact on relationship commitment and customer loyalty. Administratively, this study contributes to understanding the role of service quality, justice, and relationship benefits in the medical service sector. The results showed that in order to induce service quality, justice and relationship benefits should be facilitated relationship commitment and customer loyalty enlarged.

• 한국디지털정책학회:학술대회논문집
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• 2004.05a
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• pp.369-382
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• 2004

This study is to analyze the relationships between critical success factors of customer relationship management and performance of customer relationship management. To accomplish this purpose, this study performed an empirical analysis of 206 domestic companies which have introduced customer relationship management applications. The result of the study shows that most organizational factors except evaluation and compensation factor have a positively significant effect on the performance of customer relationship management, and that ease of system use and level of system integration influence on the performance of customer relationship management positively.

• Proceedings of the Safety Management and Science Conference
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• 2003.11a
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• pp.143-150
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• 2003

The environment of management is changed by the improving Information Technology, the changing market that is overflowed by product, the competing between enterprises, and the segmenting the whole market. As a result, the concept of the 1:1 marketing is appeared on the environment of management by high quality that customer needs. In this paradigm, the CRM(Customer Relationship Management) is able to be executed by the advancing of the Information Technology (IT), the constituting, Data Base, the analyzing data in Data Base. The CRM(Customer Relationship Management) offers integrated multiple view poingts and methods of the corresponding to customers. The CRM(Customer Relationship Management) is a crirical element in the business. This study considers the effective implementing CRM(Customer Relationship Management) in the steel industry which has unique characteristics

• Journal of the Korean Operations Research and Management Science Society
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• v.35 no.1
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• pp.1-17
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• 2010

This article addresses how an organization's customer relationship management (CRM) process affects customer equity drivers and, in turn, organizational performance. By raising a three-staged model including the CRM processes, customer equity drivers, and organizational performance, the authors assert that the customer equity drivers mediate between the CRM processes and organizational performance. The empirical analysis is based on a composite survey structure that gathers data from different types of informants according to the variables. Findings indicate that the expansion process has positive relationship with all the customer equity drivers. However, the acquisition process significantly influences both perceived value equity and brand equity, and the retention process significantly influences relationship equity only. In addition, the study shows that all the customer equity drivers influence the organizational performance given the existing customers. The relationship equity among the customer equity drivers has the strongest effect on the performance.

• Proceedings of the Korean Society for Quality Management Conference
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• 2004.04a
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• pp.633-638
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• 2004

Main purpose of existing VOC (the voice of customer) analysis is suppressing the VOC occurrence. But, in real situation, it is impossible to reduce the VOC occurrence to the zero level. Company's strategy to decrease specific customer complaints may cause another customer's complaints increase. Especially, in a financial industry, customer complaints are directly connected with company's profit. That is, the VOC from their profitable customer, product and channel is major concern of companies. In this paper, 1 reveal the relationship between CRM (customer relationship management) activity and VOC analysis and various analysis methods.

• Korea Journal of Hospital Management
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• v.13 no.1
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• pp.65-83
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• 2008

Although a variety of customer relationship management (CRM) activities have been provided by many hospitals in Korea, there lacks empirical evidence on the effect of CRM. The present study was conducted to examine the effect of CRM in terms of the customer response to CRM in a woman's hospital setting. A total of 380 patients receiving inpatient or outpatient care from woman's hospital between October 25 and November 4, 2005 were surveyed for the degree of their experience of and preference for CRM activities of the hospital by 5-point Likert-type scale. Patients were also asked about the level of customer loyalty to the hospital. Eighteen CRM activities offered by the hospital was classified into 4 types of CRM strategies according to Berry and Parasuranman: price, social, structural, and relationship recovery strategy. There's a significant positive correlation between the degree of experience of CRM and preference for CRM(r=0.49, p<0.001). Regression analysis results showed the significant positive relationship between the degree of experience of CRM and customer loyalty(${\beta}$=0.448, p<0.05). Among the 4 CRM strategies, only social(${\beta}$=0.127, p<0.05) and structural strategy(${\beta}$=0.266, p<0.05) showed signifiant positive relationship with customer loyalty. Overall, the favorable customer response to CRM in terms of preference for CRM and customer loyalty indicates that there's a positive effect of CRM on the continuity of the relationship between patients and health care providers.

• Information Systems Review
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• v.14 no.1
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• pp.37-65
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• 2012

This research aims to design and analyze a ubiquitous customer relationship management system based on near field communication which can be applied to stores in off-line environment. The existing customer relationship management system has been used mainly for stores in off-line environment to issue a royalty card, to stamp a seal on the purchase goods, and to manage the history of customers' visits and purchases. But, the existing system has two weaknesses; it makes difficult for a store manger not only to acquire a wealth of customer data but also to systematically manage the acquired data. In particular, the effectiveness and efficiency of the royalty card are questioned when a customer makes purchases in the store in that the customer frequently does not carry it or loses it. So, this research suggests a ubiquitous customer relationship management system where a tag for near field communications is attached to a store in off-line environment; a store manager can collect and manage easily customer's dada and customers can seamlessly acquire store's information. To do this, this research conducts the followings. First, we review the previous researches of customer relationship management to examine the concept of ubiquitous customer relationship management. Second, from the examination, we draw the factors to be considered in ubiquitous customer relationship management system based on near field communication. Third, we propose a scenario where the suggested system is used. Fourth, we analyze the participants' values and the process that will be used for the suggested system. Finally, we discuss the possibility of the application of this system to real business environment from various viewpoints.

• Journal of Korean Society for Quality Management
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• v.50 no.2
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• pp.235-250
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• 2022

Purpose: The main purpose of this study was to explore the factors that can increase parental loyalty from the perspective of management marketing in order to acquire information on strategies related to early childhood education institutions. Methods: For this purpose, frequency analysis, reliability and validity analysis, correlation analysis, hypothesis testing, and mediating effect analysis were performed using SPSS 22.0. Results: As a result of this study, first, among the sub-factors of relationship benefits, economic benefits, psychological benefits, and customerization benefits were found to have a significant influence on customer value. Second, among the sub-factors of relationship benefits, economic benefits, psychological benefits, and customerization benefits were found to have a significant effect on customer satisfaction. Third, customer value was found to have a significant effect on customer satisfaction. Fourth, customer value was found to have a significant effect on loyalty. Fifth, customer satisfaction was found to have a significant effect on loyalty. Conclusion: The results of this study suggest the necessity and importance of forming a relationship that considers the psychological aspect, economic aspect, and customerization aspect in the relationship with parents who use early childhood education institutions. This study sets the relational benefit as an independent variable among the variables of management marketing as a factor that affects loyalty, identifies the relationship between the variables through customer value and customer satisfaction, and intends to use it as basic data for qualitative improvement of educational institutions for infants and toddlers.