• 경영과정보연구
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• 제21권
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• pp.189-208
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• 2007

This study was designed to find what impacts store attributes and personal characteristics have had on customer loyalty to beauty shops. Participants were 283 men and women who had experienced services in beauty shops and selected from the Metropolitan area, Busan, Gyeongbuk area, Gyeongnam area, Chungcheong area, and other area. In conclusion, technical factor and lifestyle have had the greatest impact on customer loyalty to beauty shops. In beauty market faced with keen competition, the way to meet customers' needs is to run a distinguished beauty shop with distinct beauty techniques in consideration of individual lifestyle. This will help raise customer loyalty to beauty shops. This study has the important implication that personal characteristics as well as store attributes has been proved to be essential for increasing customer loyalty to beauty shops. I hope that future studies will continue to examine different marketing factors by different beauty shops, with additional analysis on the details, contributing to make a marketing strategy available for beauty shop owners.

• 대한안전경영과학회지
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• 제13권4호
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• pp.81-89
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• 2011

The purpose of this study is to understand the safety factors of the public transportation and recommend the experimental factors of customer satisfaction. The survey consist of 28 questions of 5 factors about users characteristics on roads, railways, ships, and flights. As a result of multiple regression analysis, we knew that there are three potential factors affecting customer satisfaction. The Factors are named 'expected', 'attitude', 'management', and the variable of factors affect customer satisfaction significantly. Therefore, it is good strategy for effective working to improve customer satisfaction that maintain attitude with safety minds, try to specialized management, and creating expectation for safety considering the difference by the type of public transportation. After considering the meaningful result, for the development of policies for customer satisfaction for safety, we have to consider expected, attitude, and management factors of workers and officials that influence customer safety and try to improve the managerial factors considering the characteristics of their own.

• Asia pacific journal of information systems
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• 제11권4호
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• pp.27-41
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• 2001

CRM is at the core of any customer-focused business strategy and includes the people, processes, and technology questions associated with marketing, sales, and service. In today's hyper-competitive world, organizations looking to implement successful CRM strategies need to focus on a common view of the customer using integrated information systems and contact center implementations that allow the customer to communicate via any desired communication channel. A CRM solution contains a number of sophisticated tools that enable to extract detailed information about customers. This information can be used to gain a better understanding of customers. From this we can determine trends, and so refine business toward customers' needs and target new products to particular customer groups. This paper presents an approach for forming the product-customer groups using neural networks for customer relationship management. The Carpenter-Grossberg's neural network, which has been used for manufacturing cell formation in group technology, is modified and applied for product-customer group formation. As a result of numerical experiments, it is also useful for more complex problems in which customers have different preferences for each product.

• Asia Marketing Journal
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• 제22권3호
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• pp.87-105
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• 2020

With the development of Information Technology, customers require promptly higher quality products and services. Companies try to make newly digital marketing strategies, but there are no empirical researches on them. This article empirically presents a new perspective that companies can shape the customer decision journey ahead by coordinating customer experience. In this article, based on Elaborated Likelihood Model (ELM) theory, customer experience consists of the emotional or cognitive experience. We surveyed about 200 subjects (N = 217) in their 20s and 30s based on the International Music Industry Association's Music Listening 2019 report, then analyzed four different models (before personalization-cognitive experience, before personalization-emotional experience, after personalization- cognitive experience, after personalization-emotional experience) by JASP and R Studio. We conducted Structural Equation Model (SEM) and paired t-test. Personalization factors are about recommendation systems in Spotify. The results of survey represent that companies can shape the Customer Decision Journey (CDJ) ahead especially through enhance cognitive experience. It empirically proves Elaborated Likelihood Model (ELM). The conclusion can be drawn that 'pulling' customer experience can be a new marketing strategies in the digital era.

• 벤처창업연구
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• 제11권5호
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• pp.77-90
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• 2016

본 연구는 외식 프랜차이즈의 입지요인과 서비스 품질 요인이 고객만족에 어떠한 영향을 미치는지를 파악하기 위해, 외식 프랜차이즈 예비창업자들을 연구대상으로 제한하여 외식 프랜차이즈 점포의 이용자에 대한 선호도 분석을 실시하였다. 이를 통해 예비 창업자들에게 외식경영에 있어 보다 이익을 극대화할 수 있는 대안을 제시하는 것이 본 연구의 목적이다. 본 연구에 대한 가설을 검증한 결과 첫째, 외식 프랜차이즈 입지요인과 서비스 품질 요인의 영향력 검증 결과, 응답자들은 점포의 청결함과 가시성을 중시하는 것으로 나타났으며, 근접성 및 교통편이성이 통계적으로 유의하지 못한 이유는 응답자들이 가까운 외식업소를 주로 이용하므로 거리가 크게 문제가 되지 않은 것으로 판단된다. 둘째, 서비스 품질요인과 입지요인과 고객만족의 영향력에 대해 살펴본 결과, 고객반응과 신속정확성, 정확성 요인이 영향력이 높게 나타나 응답자들은 고객의 욕구와 필요에 대한 신속한 반응과 빠른 판단 그리고 업무에 대한 전문적인 지식으로 서비스를 제공해주길 원하는 것으로 나타났으며, 신뢰성에 관련된 요인은 고객만족과는 관련성이 낮게 나타났다. 셋째, 서비스 품질요인과 입지요인과 재이용의 영향력에 대해 살펴본 결과, 재이용의도와 구전의도 두 요인에서 고객반응과 전문성이 모두 통계적으로 유의한 결과를 나타내어 고객만족과 비슷한 통계결과가 나타나 고객만족과 재이용 모두 고객의 욕구에 대한 발 빠른 판단과 행동 및 전문적 지식이 중요한 것으로 파악된다. 이상의 연구 결과는 외식프랜차이즈 창업시 입지요인과 서비스 품질 요인이 고객만족에 미치는 영향을 살펴봄으로써 예비 창업자들의 성공가능성을 높여줄 것으로 판단하며 나아가 기존의 창업자들에게도 직 간접적인 영향 요소들에 대한 개선을 통해 목표이익의 달성과 이익극대화에 도움이 될 것으로 판단한다.

• 서비스연구
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• 제13권2호
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• pp.204-226
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• 2023

본 연구는 최근 새로운 고객 참여방식으로 자리매김한 고객 투표를 통한 마케팅 의사결정 방식에 주목하였다. 이는 서비스 산업에서도 중요한 고객 임파워먼트 전략(Customer Empowerment Strategy, CES)의 하나인 선택형 임파워먼트 형태라고 할 수 있다. 선택형 임파워먼트 중 투표방식의 장단점에 국한되어 있는 선행연구와는 달리 본 연구에서는 다수의 최종안이 선정되는 상황을 상정하고, 고객이 하나의 후보에 투표하는 단수투표 시스템과 복수의 후보에 투표하는 다중투표 시스템 간의 차이를 고객의 지속적 투표 참여 의사와 투표 참여 행태를 통해 분석하였다. 또한, 이러한 투표 시스템 간의 차이를 만드는 요인을 투표 결과의 불확실성으로 보고 그 매개효과를 검증하였다. 연구 가설의 검증을 위해 사람과 상품을 대상으로 투표를 하는 두 개의 실험을 진행하였으며, 다중선형회귀분석과 매개효과 분석을 실시하였다. 그 결과, 상품 투표의 경우 다중투표 시스템은 고객 참여 의사와 전략적 투표 행태를 증가시키는 것으로 나타났으나, 사람에 대한 투표의 경우 전략적 투표 행태에만 유의한 영향을 미치는 것으로 나타났다. 또한, 불확실성은 다중투표 시스템의 효과를 매개하지 않아 간접효과는 없는 것으로 나타났다. 본 연구는 학술적으로 선택형 임파워먼트를 세분화시킴으로써 향후 연구에서 고객 참여 방식을 구체화 했다는 점과 실무적으로 기업의 투표 시스템 선택에 방향성을 제시한다는 측면에서 기여점이 있다.

• 품질경영학회지
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• 제52권2호
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• pp.303-322
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• 2024

Purpose: The purpose of this study is to examine the structural paths of relationship quality in the relationship between customer relationship management strategies perceived by parents of service users and customer loyalty, and to provide basic data for improving institutional operations to enhance service quality. Methods: The collected data were analyzed using the SPSS 22.0 and Smart PLS 4.0 statistical analysis programs to check and verify the data. Results: The results of the study showed that all of the relationships between customer relationship management strategies and the sub-dimensions of relationship quality, except for professionalism and customer orientation, have a positive impact on customer satisfaction. Additionally, the mediation effect of customer trust was rejected in the verification process. Finally, it was found that customer orientation and professionalism have a sequential mediating effect on the relationship between customer satisfaction and customer trust in the relationship between customer loyalty and customer relationship management strategies. Conclusion: Through the research results, it can be concluded that early childhood education institutions should consistently and continuously respond to ensure that service users, parents, have confidence in the services provided, which is an important strategic point.

• 산경연구논집
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• 제9권2호
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• pp.47-55
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• 2018

Purpose - To meet the needs of various customers in an uncertain market environment, many companies use product modularization strategies. Modularization of a product means that one product consists of several components and that the type of product can be changed according to the combination of components. The greatest feature of modularity is that changes in one component do not significantly affect the physical changes in the other component to which they are connected. Modularization of products is recognized as a very important strategy to reflect increasingly complicated customer requirements to products and respond to the needs of various markets. Many studies have been made in connection with the concept of mass customer satisfaction. There are many prior studies that modularization of such products positively affects the operational performance (manufacturing cost, fast delivery, etc.) and innovation of the product. However, excessive modularization has been found to have a negative effect on this performance. However, there are very few studies on the nonlinear relationship between product modularization and customer satisfaction. Supplementing these academically insufficient parts is very necessary when considering the current market environment. Research design, data, and methodology - In order to make up for the shortcomings of academic research in Korea, this study collects data through questionnaires in electronic, auto, and defense industry. This is because these industries are using modularity of products. based on lots of previous studies and information overload theory, we made two hypothesis and verify with empirical analysis. All 108 data were used. We used the R program and SPSS program for statistical verification. Results - As a result of the study, modularization of products showed positive relationship with customer satisfaction to a certain level. However, it has been found that when the modularization is over and beyond a certain level, there is a negative relationship with customer satisfaction. Conclusions - Excessive modularization of products can have a negative impact on customer satisfaction. This result can be understood as a result of human limited rationality due to information overload. Therefore, it is important for companies to apply appropriate modularity to product design.

• 한국가스학회지
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• 제11권2호통권35호
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• pp.43-54
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• 2007

가스산업의 비약적인 발전과 고객만족경영의 중요성에도 불구하고, 도시가스 산업은 그동안 독점적 시장환경 하에서 공급자 중심의 경영이 이루어져 왔다. 그러나 서비스 산업의 발달과 경쟁의 가속화로 고객의 요구수준이 다양해지고 높아졌으며, 정부의 가스산업 구조개편 추진 등 경쟁체제 방향과 타 에너지간 경쟁체제 돌입이 예상되는 상황에서 고객만족경영은 기업의 단 중장기적인 성장기반을 구축하는 최고의 경영방식이라 할 수 있다. 따라서 대내 외 환경변화와 고객요구품질로부터 제도적 개선측면, 기술적 개선측면 및 서비스 개선측면 3개 분야의 고객만족경영 개선방향을 도출하였으며, 고객만족경영 현황파악 및 비교분석 결과를 바탕으로 도시가스 소비자의 권익보호와 도시가스사업자간, 그리고 다원화되는 에너지 사업자간 경쟁환경에서 도시가스산업의 지속가능한 성장방안을 5가지 측면에서 제시하였다.

• 품질경영학회지
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• 제50권3호
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• pp.441-457
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• 2022

Purpose: The purpose of this study is to analyze the effect of self-leadership on self-efficacy and customer orientation and to verify whether there is a mediating effect of self-efficy on the relationship between self-leadership and customer orientation. Methods: To verify these research problems, the subjects of this study were a total of 300 Korean cabin crew members working for domestic and foreign airlines who received distributed questionnaires and 247 copies wee analysed using the SPSS 20.0 program. Results: First, it can be seen that the self-leadership of airline cabin crew has a significant positive (+) effect on self-efficacy, indicating that self-leadership has a positive effect on the self-efficacy of the members of the organization. Second, it was found that self-efficacy had a positive (+) effect on the customer orientation of airline cabin crew, and it was analyzed that self-efficacy played a partial mediating role in the relationship between self-leadership and customer orientation. Third, it was found that self-leadership had a positive (+) effect on customer orientation, and it was proved that behavior-oriented strategy, constructive accident pattern, and natural compensation strategy, which are three sub-factors of self-leadership of cabin crew, have an influence on customer orientation. Conclusion: based on these findings, the theoretical and practical implications of this study and directions for future research were presented.