• Journal of Korean Society for Quality Management
• /
• v.30 no.2
• /
• pp.181-201
• /
• 2002

Best practices are the best ways to perform a business process. Benchmarking, the search for those best practices that will lead to superior performance of a company, is indispensible to gain and maintain a competitive edge. Best practices of quality management in the world-class companies are examined. Customer-centered strategy, employee selection and training, employee satisfaction, customer satisfaction, performance measurement are considered in this paper.

• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.20 no.3
• /
• pp.110-124
• /
• 2019

In recent years, over-supply of hospitals has made hospital management more difficult and hospitals have introduced innovative hospital management to enhance customer satisfaction. The purpose of this study is to investigate the effect of innovativeness of hospitals on customer satisfaction by using mediating effects of hospital capacity and location strategy. The subjects of this study were selected from 120 patients and caregivers who were hospitalized in Seoul and Metropolitan area hospitals and conducted questionnaire and statistical analysis. The results of this study are as follows: Firstly, this paper shows hospital Innovativeness does not significantly affect customer satisfaction. Unlike private companies, it is urgent to develop innovativeness measuring tools that are unique to hospitals differentiated from those of general companies. Secondly, although the impact of Innovativeness on hospital internal competency and location strategy was similar, location strategy(${\beta}=0.357$) had a greater impact on customer satisfaction than internal competency(${\beta}=0.283$). This suggests that the medical institution should take precedence over the detailed preparations based on its location marketability, traffic infrastructure, building sales and medical concentration from the time of its opening. Thirdly, this paper confirms through empirical analysis that the relationship between hospital Innovativeness and customer satisfaction is completely mediated by internal capacity and location strategy. The hospital's Innovativeness is affecting customer satisfaction by enhancing the hospital's internal competencies and inducing an active attitude toward establishing a location strategy.

• IE interfaces
• /
• v.18 no.2
• /
• pp.205-220
• /
• 2005

This study presents a web log analysis model for e-CRM, which combines the on-line customer's purchasing pattern data and transaction data between companies in B2B environment of make-to-order company. With this study, the customer evaluation and the customer subdivision are available. We can forecast the estimate demands with periodical products sales records. Also, the purchasing rate per each product, the purchasing intention rate, and the purchasing rate per companies can be used as the basic data for the strategy for receiving the orders in future. These measures are used to evaluate the business strategy, the quality ability on products, the customer's demands, the benefits of customer and the customer's loyalty. And it is used to evaluate the customer's purchasing patterns, the response analysis, the customer's secession rate, the earning rate, and the customer's needs. With this, we can satisfy various customers' demands, therefore, we can multiply the company's benefits. And we presents case of the 'H' company, which has the make-to-order manufacture environment, in order to verify the effect of the proposal system.

• Journal of Distribution Science
• /
• v.18 no.8
• /
• pp.47-54
• /
• 2020

Purpose: Through strategic marketing, art galleries can help retain the artistic value in an extensively urbanized world and also provide a means to showcase aspirational messages that artworks attempt to portray. The purpose of the current study is to analyze a marketing strategy for an art gallery based on prior marketing theories. Research design, data and methodology: Scant research is available to guide regarding what elements of marketing theories should be applied to accomplish customer satisfaction in an art gallery business plan. Thus, the present authors suggest more specific marketing strategy using four traditional marketing theories for practitioners who conduct business planning strategy in an art gallery. Results: The current study suggests the synthesized model for a successful business plan of an art gallery and figured out that two distinctive segments through marketing mix and SWOT analysis are ideal because it would be easier to meet visitors' aesthetic tastes while still meeting organizational objectives. Conclusions: As all other businesses, art galleries have to adapt to survive by innovating some of the components of the marketing mix to create a competitive advantage. It also requires a strategy for that combines targeting and segmenting with the incorporation of the marketing mix to attain competitiveness.

• Journal of Korean Academic Society of Home Health Care Nursing
• /
• v.30 no.1
• /
• pp.69-83
• /
• 2023

Purpose: This study aimed to present Blue Ocean strategies by deriving the strategic elements of a visiting nursing center and conducting a survey on the importance and satisfaction of care clients. Methods: First, a FGI was conducted targeting the head of the visiting nursing center to derive its strategic elements. Subsequently, importance and satisfaction surveys on the derived strategy elements were analyzed, an IPA matrix was derived, and an as-is ERRC Blue Ocean strategy was established. Kano's Three-Factor Theory was used to derive a competitive position matrix and establish a to-be ERRC Blue Ocean strategy. The Blue Ocean Strategy for Visiting Nursing Center Management is presented in this study. Results: Four as raise factors were derived from combining the results of the as-is, to-be ERRC strategy element analysis: retention of competent nurses, education in medication management, maintenance of high customer satisfaction, and prompt handling of customer complaints. Additionally, the customer's health condition evaluation was derived. Conclusion: Blue Ocean Strategies can be used to analyze, derive, and establish management strategies in various nursing-related entrepreneurship fields.

• International Commerce and Information Review
• /
• v.9 no.3
• /
• pp.33-57
• /
• 2007

This study tests e-business performance difference of the inter group by strategy type through the cluster analysis, after confirming the linear relationship between the e-business strategy type and its performance. According to the result of the study the effect on the e-business performance reveals to differ by the e-business strategy type. That is to say, while the firm's information system performance, e-business realization and the inter group competition dominance are affected positively by the e-process strategy, web application strategy and customer attracting strategy. This confirms that the information system performance, the realization performance and the competition dominance are affected by e - business strategy type. The key factor leading to the success of e-business is the commitment of e-process strategy and web application strategy. For the case of the customer attracting strategy the result shows the importance of the strategy. In the cluster group analysis, the additional analysis, the effect is seen to be more powerful in the firm's information system performance, e - business realization and securing the competition advantage for the case of the multiple strategy than that of single one. Accordingly, the firm needs to adopt the multiple strategy suited for the characteristic of the firm rather than the single strategy.

• Proceedings of the CALSEC Conference
• /
• 2004.02a
• /
• pp.255-257
• /
• 2004

Customer Relationship Management CRM(Customer Relationship Management) is a customer-focused business strategy designed to optimized profitability, revenus and customer satisfaction [Gartner Group](omitted)

• Journal of Fashion Business
• /
• v.12 no.4
• /
• pp.46-55
• /
• 2008

The purpose of this study is to provide the effective internet marketing communication strategy as marketing tools by analyzing the web sites of young casual fashion brands. We've selected 19 young casual fashion brands in 3 department stores and made the classification standard - advertising, promotion, public relation(PR), customer management - and analysed the young casual fashion brands according to 4 classification standard on the web sites. As a result of study, it is found that 19 young casual brands' web sites put an emphasis on activity of customer management and promotion in general. However, they did not conduct the PR and advertising actively compared with other parts. Especially, the promotion strategy occupies more parts than any other parts through the variety of membership card's services. Also they are sending e-mails or providing 1:1(FAQ/Q&A) board to the members as a customer management to be able to help to communicate with customer through the web site.

• Asia Marketing Journal
• /
• v.7 no.1
• /
• pp.91-112
• /
• 2005

LG Household & Healthcare has achieved its goals of revenue growth and customer loyalty increase by applying new CRM strategy of OHUI brand, which is ranked in the middle of department store cosmetic channel. OHUI has set up detailed CRM strategy in order to solve AS-Is issues found by systematical review. First OHUI has gained critical mass and increased customer loyalty by developing customized loyalty program. OHUI also simplified customer types in order for employees to identify the customer type and apply the incentive program. As a result, the company has maximized the power of execution of its new strategy. Finally, OHUI has stabilized CRM by sharing best practice and implementing KPI. Throughout a series of CRM initiatives, OHUI has marked outstanding revenue growth and market share comparing to its competitors.

• Fashion & Textile Research Journal
• /
• v.15 no.1
• /
• pp.103-115
• /
• 2013

This study identifies how the luxury brand marketing mix affects customer equity drivers and suggests intangible equity management strategies so that companies can make long-term profits through luxury brands based on empirical studies of Korean luxury consumers. The results of the study are as follows: First, this study classified the properties that use 8 key factors (product integrity, heritage, exclusivity, premium image, environment and consumption experience, premium price, luxury communication strategy, and brand signature). Second, it shows that product integrity and luxury communication strategy have a positive effect on all customer equity drivers, that brand signature has a positive effect on value equity and brand equity, and that premium price has a negative effect on relation equity. It is important to provide products and services equipped with high quality and luxurious designs based on excellent craftsmanship in order to establish brand equity and value equity. Brand identity needs to be maintained and unique brand signatures need to be developed based on the long history of luxury brands against a traditional backdrop. A diversified communication strategy improves brand recognition while playing a part in facilitating brand association and brand image. In order to improve relationship equity, actions such as a loyalty program to strengthen brand loyalty, need to be taken as well as measures to maintain and enhance customer trust through a reasonable price strategy.