• 유통과학연구
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• 제16권11호
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• pp.57-64
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• 2018

Purpose - As the importance of salesperson attitudes and behaviors enhancing customer perception and loyalty have increased, many retail companies put emphasis on internal marketing activities. The issue also has captured the interest of academics, but most of the previous research tends to be limited to investigating antecedents of salesperson job satisfaction and commitment. Based on the consumer-brand relationship concepts, this study aims to examine the effects of the salesperson-brand relationships on customers' service evaluation and store loyalty. Research design, data, and methodology - In a structural equation model, it is hypothesized that salesperson brand identification influences salespersons' brand trust and affect, which are the two dimensions of consumer-brand relationships. Salespersons' brand trust and affect are expected to increase salespersons' customer orientation, which in turn influences customers' service evaluations and store loyalty. To test this hypotheses a set of data collected from department stores in Seoul is utilized. Results - First, it was found that salesperson brand identification is a significant antecedent to salespersons' brand trust and affects, the two dimensions of salesperson brand relationships. Second, salespersons' brand trust and affect were found to enhance salespersons' customer-oriented behaviors. Third, salespersons' customer orientation showed a significant effect on customers' service evaluation. When a salesperson makes more effort to provide useful information for fulfilling customer needs, customers evaluate the salesperson's service more positively. Finally, customers' service evaluation had a positive impact on customers' store loyalty. Conclusions - This study provides significant academic and practical implications. First, based on the theory of consumer-brand relationships, the concept of salesperson-brand relationships was introduced and found to be an effective motivator of salespersons' customer oriented attitudes and behaviors. Therefore, the two dimensions of brand relationships, brand trust and affect, should be considered as the critical factors both in developing theoretical research and improving long-term company performance. Also, internal marketing activities should focus on maximizing employees' brand identification. That is, retail companies need to put emphasis on sharing their brand values and personality with internal customers to strengthen the brand relationships with salespersons and to enhance customer responses.

• 한국관광식음료학회지:관광식음료경영연구
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• 제10권
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• pp.159-186
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• 1999

This study attempted to present the ways of improving relationship marketing activities of tourist hotels. The field survey was carried out at six deluxe hotels in Seoul to find out their relationship marketing activities and analyze the problems of the activities. The problems were analyzed as follow; 1) lack of adequate understanding of the importance of relationship marketing, 2) poor contents of customer file information, 3) insufficient service encounter management, 4) negative inducement of guests' complaints, 5) insufficient survey of guests' satisfaction, 6) insufficient relationship maintenance programs and regaining program of lost guests. This study relationship marketing activities should be improved with customer information file establishment, service encounter mangement, and communication enforcement as follow; 1. Customer Information File Establishment As relationship marketing Is marketing for individual, it needs customer file information. The guest information files should be made in detail in all the market segments. Hotels have to make use of the information strategically for establishing relationship with their guests. 2. Service Encounter Mnagement Because the guest-oriented mind and professionalism of hotel staff are prerequisite for relationship continuity, hotel should make efforts to make its staff keep the mind and cultivate expert service technique of the staff. 3. Communication Enforcement Communication enforcement consists of communication activities and communication programs which are focused on contact intensity and two-way communication.

• 한국경영과학회:학술대회논문집
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• 한국경영과학회 2001년도 추계학술대회 논문집
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• pp.87-90
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• 2001

One of the most important challenges facing companies in the age of internet business is the proper alignment customers needs with internet business system that allaws them to react rapidly and continuously. This paper proposes a methodo1ogy to align analyzing customer's requirements with implementing Internet business system The methodology consists of five Phases. It covers from customer analysis to Internet business system implementation, and each of the five phases has its own activities and outputs. A real- world case is proposed to illustrate the application of the methodology.

• 디지털콘텐츠학회 논문지
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• 제13권3호
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• pp.385-392
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• 2012

공급자 관점의 상품시장 정의는 공정, 원자재, 상품기능의 유사성 등으로 세분시장을 정의함으로써 특정상황이 배제되고 불연속성에 대한 고려가 결여되어 있어 기업의 시장 활동에 여러 가지 문제를 발생시킬 수 있다. 이러한 정의는 다분히 정적이고 일반적이어서 시장의 여러 상황과 시간의 추이에 따른 시장변화를 표현, 예측하는 것이 매우 어렵다. 반면 고객지향의 시장 세분화는 특정 혜택이 추구되는 상황에서 대체 가능한 상품과 관련 고객들의 집합을 정의함으로써 획득 가능하다. 이러한 상품시장 정의는 시장에서 부상하는 위협과 기회를 발견하고 효과적인 실적평가와 효율적인 자원배분을 가능케 한다. 그러나 고객관점의 시장정의가 실제로 구현되기 위해서는 많은 전제조건이 있다. 즉, 고객의 행위와 판단에 관련된 충분한 자료의 확보가 가능해야 하며 이들 자료의 분석을 통해 의미 있는 정보를 제공할 수 있는 정보처리기법이 필요하다. 본 연구의 목표는 고객관점 상품시장 정의가 귀납적 방법에 상당히 근거한다는 데 착안하여 데이터 마이닝 기술을 활용하여 실제적 적용에 어려움이 많은 고객관점의 시장 세분화를 지원할 수 있는 방안을 제시하는 데 있다.

• 산업공학
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• 제16권1호
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• pp.54-62
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• 2003

With the ubiquitous use of the Internet in daily business activities, most of modern firms are keenly interested in customer's behaviors on the Internet. That is because a wide variety of information about customer's intention about the target web site can be revealed from IP address, reference address, cookie files, duration time, all of which are expressing customer's behaviors on the Internet. In this sense, this paper aims to accomplish an objective of analyzing a set of exemplar web log files extracted from a specific P2P site, anti identifying information about customer segmentation strategies. Major web mining technique we adopted includes a machine learning like C5.0.

• 대한안전경영과학회지
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• 제13권4호
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• pp.139-151
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• 2011

Among recent management innovation activities of companies, one of the most important competitive advantage through customer satisfaction, and to which members of the organization's service orientation is essential. The company's service orientation is closely related to the organization's culture. In this study, the organization's service-oriented culture, the internal service quality, job satisfaction and organizational commitment, and ultimately affects the employee's influence on customer orientation will look at that. Results and implications of this study can be summarized as follows. the internal service quality among the factors tangibles, assurance, empathy, job satisfaction showed a significant influence on the type of empathy and emotional commitment castle had a significant impact on. With these results, relationships with colleagues within the organization, such as work environment and job satisfaction and emotional commitment, the atmosphere is very important to know that you can affect. Therefore, the members of the company to increase job satisfaction and organizational commitment, corporate culture, business as well as collaboration with colleagues to share the emotional atmosphere of sympathy for the business environment will get improved.

• 융합보안논문지
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• 제13권3호
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• pp.55-62
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• 2013

시스템엔지니어링은 오늘날의 기업에 무척 중요하며 요구공학은 전반적인 과정상 중요한 단계이다. 요구공학은 고객으로부터 요구사항을 도출하고 문서화하는 것으로 시스템 개발의 첫 번째 단계이며, 시스템을 설계 제작하고 시험하고, 운영 유지하는 모든 과정이 요구사항에 관련되어 있어 프로젝트 성공의 매우 중요한 사항으로 평가된다. 프로젝트 성공을 위해 빈약한 요구사항을 최소화하도록 객체 지향 요구공학이 제안되어 졌다. 객체 지향 요구공학은 요구사항 각각에 대하여 기능성은 물론 제품과 프로세스에 대한 정보를 통합하여 관리하는 접근방식이다. 본 논문은 객체 지향적 요구사항 관리의 모범인 OCH(Operations Concept Harbinger)의 개념 적용을 통하여 사용자 요구 수집단계에서 다양한 이해관계자의 의견을 동시에 통합적으로 수렴하여 사용자 요구를 요구사항으로 전환하고 요구사항별로 추적함으로써 무기체계 획득을 위한 정확한 요구사항 개발과 관리를 가능케 하고 사용자 요구누락 및 왜곡을 방지하며 통합적 프로젝트 관리가 가능토록 제안하는 것이다.

• Asia Marketing Journal
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• 제15권2호
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• pp.175-194
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• 2013

The purpose of this study is to investigate the effects of the locomotion orientation on salespeople' sales performance with the mediating effect of selling behavior(adaptive selling behavior, SOCO). And we figure out the relationship between customer-oriented selling behavior and adaptive selling behavior because those relationships are not clear. The authors infer research hypotheses based on literature review. We have confirmed the reliability and validity test and those results can be acceptable. Hypotheses test were conducted with structural equation modeling, AMOS. All paths in the research model reasoned by authors have been supported statistically at the significant level. This study with the theoretical implications is as follows. First, this study is the first attempt to investigate the path between locomotion orientation and adaptive selling behavior and SOCO. Secondly, there is an empirical conflict between our study and Franke and Park(2006)'s study. Our study was contradictory to Franke and Park(2006)'s consequences. And so, figuring out clearly those causal paths remains. This study with practical implications are as follows. First of all, the salespeople' selling performance was affected by adaptive selling behavior, customer-oriented selling behavior, and sales-oriented activities, such as the importance of selling behavior once again proven. It is necessary to enhance the capabilities that can be transformed into action appropriate to the needs of customers each sales step-by-step in the process of salespeople for various system through education and incentives, and to interact with customers and understand their customers relative to salespeople will. In order to enhance adaptive selling behavior, the company needs to do educational program and monitoring system with the positional promotion when salespeople get the high adaptive selling behavior. Secondly, the locomotion orientation of the salespeople is to cause this selling behavior. Management style to increase locomotion orientation is needed, which means, salespeople' superior about something should be conducted. In order to stimulate the selling behavior of the salespeople, most supervisors should use some managerial tools such as feedback, engagement, and rewards.

• 한국관광식음료학회지:관광식음료경영연구
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• 제10권
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• pp.203-218
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• 1999

Customer-Orientation can be referred to as the concept of creating and maintaining a superior value within the market by responding to the 'wants of the customer' in regards to the Hotel. In other words, customer-orienated hotel is forcasting a customer' response to being different from other competitors, competing with others, and winning in the market. Therefore, hotels exert their efforts in various customer-oriented activities which may result in customer satisfaction. The pruposes of this study are to find out various significant factors impinging on customer-orientation and service image in hotels. For these purposes, two hypothesis were established, and the samples of this study were 15 hotels in Pusan, KyeongJu. The verification of the proposed hypothesis showed the following results: First, service quality and customer-orientation were found to be significantly related. In detail, the employees of hotel were shown to be affected in sales management, human relationship and service quality. Second, customer-orientation and service image were found to be significantly related. namely, the customer-orientation of hotel' employee were found to be significantly related with hotel service image. The research results and suggestions of this study are as follows: First, it is necessary that provide better service/product to satisfy the customers. Second, it is necessary that the employees of tourist hotel try to resolve the complaint of customers. Third, it is necessary that the employees of hotel try to improve the image as good service.

• 한국간호교육학회지
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• 제5권1호
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• pp.133-141
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• 1999

Recently there are increasing concerns on quality improvement activities related to difficult economic situations, more competitive environment, health professional's emphasis on quality, and customer's needs in health care. The purpose of this study was to identify educational needs in the quality improvement for staff nurses. Study setting was an acute care hospital having more than 1000 bed in Seoul, Korea. The subjects were 40 staff nurses who participated in the first Quality Assurance(QA) inservice education. Data were collected by self-administered questionnaire which consisted of four parts : QA knowledge and attitude(ten items, by five Likert scale), contents of QA education(ten items, by setting the priority), evaluation of the program(structure, time allocation, place, educational method), and general characteristics of respondents (age, duration to work for hospitals etc.) The response rate was 85%(34/40), Most had positive perspective and attitude about QI/QA activities, but 9% had negative impression and knowledge about this activities. Also they'd like to know the plan of hospital-level QI/QA activities, QI/QA current practice, general hospital system, the role of QA specialist and so on. Consequently, for building the quality improvement activities that is customer-focused, coordinated, outcome-oriented, resource-efficient, collaborative in Korea, at first the education about philosophy, theory, and implementation process of QI/QA should be conducted, and then that on QI/QA terminology, quality indicators development, the analysis and presentation of quality-related data and so forth be followed.