• Journal of Korean Society for Quality Management
• /
• v.29 no.2
• /
• pp.76-92
• /
• 2001

As service firms continue to seek unique sources of sustainable competitive advantage, service quality has been discussed as a potential alternative to traditional skills and sources. The information of customers is generally believed to be a key component in creating corporate responsiveness to customer requests. In order to develop and maintain long-term close relationships with customers(CRM), service firms need to build an effective and ongoing service quality information system(SQIS). Service firms that formally collect customer-related information and internal service quality information were to be more responsive. The purpose of the present study is twofold. 1. How to nicely get the information on the service quality. 2. How to build a SQIS. One of numerous examples from financial service-sector firms is given to show that SQIS can be developed to improve service quality This paper investigates SQIS of a Korean commercial bank as an example. Implications and strategies for building an effective SQIS for financial service-sector firms are discussed, and directions for future research are indicated.

• Journal of Korean Society for Quality Management
• /
• v.39 no.1
• /
• pp.15-23
• /
• 2011

The biggest change in the current medical service market is the shift from producer-based approach to customer-based approach. Thus, there is a high necessity for an introduction of market-oriented and customer-oriented marketing activities in medical institutions. Especially, revisitation and positive word-of-mouth of customers are the most effective marketing methods of consistently obtaining customers and drawing new loyal customers. Hence, the factors influencing the reuse of medical services and word-of-mouth are demonstrated using SERVQUAL, and the results show that the service factors influencing reuse intentions on medical services are assurance, responsiveness, and tangibles and the factors strengthening word-of-mouth are empathy and assurance on the services provided by medical institutions. This study has determined that revistation and word-of-mouth of customers are not only influenced by satisfaction on medical services but by the quality itself as well. Therefore, medical service providers need to pursue standardized strategies in order to enhance the quality of medical services simultaneously in addition to simply increasing the customer satisfaction level.

• Journal of the Korean Operations Research and Management Science Society
• /
• v.27 no.3
• /
• pp.41-57
• /
• 2002

In this paper, I investigate the impact of quality management activities on the public sector within the framework of Malcolm Baldrige (MB) national qualify model. The Structural Equation Modeling approach has been employed to investigate the cross influences among the seven MB categories. This empirical study shows that a number of statistical hypotheses are significant. The leadership category is the most important driver among the quality management activities. This, in turn, implies that the main source in quality management is to foster a solid qualify oriented leadership system. Categories such as Information Analysis, Strategic Planning, Human Resource Development and Management, and Process Management are significantly related to the Customer Satisfaction category. In addition, leadership, Information Analysis, and Customer Satisfaction categories ere significantly influential to Management Performance.

• International Commerce and Information Review
• /
• v.10 no.1
• /
• pp.51-72
• /
• 2008

Recently, CRM has been integrated with e-CRM based on information and technology and its introduction is increasing. In particular, as a-CRM effectively collects information of customers with low cost and consolidates relations with customers through interactions with them, it is easier to achieve the marketing goals of companies. This study examines theories of CRM and a-CRM, and discusses development plan for successful introduction of e-CRM based on case studies on its introductions. Political suggestions are presented as follows: First, the basic rule to manage customers in respect to e-CRM is customer-oriented management. For optimal customer management, various customer service channels that support customers in real world as well as online should be provided for the best e-CRM system. Second, of increasing online customers, important customers should be sorted out for which individualized services should be provided and if so, they can be faithful customers. It is believed to be a true development direction of e-CRM appropriate to current society. With introduction of e-CRM, values and needs of customers should be analysed through various sorts of communication and information activities, and segmental marketing activities should be developed.

• Journal of Distribution Science
• /
• v.11 no.6
• /
• pp.81-89
• /
• 2013

Purpose - The market orientation of a manufacturer is a very critical competitive advantage factor in the development of new markets and the sustainability and maintenance of existing ones, achieved through the design of customer-oriented products. This is recognized as a virtuous circle, in which firms grow by means of promoting quality management. However, though market-oriented activities are important in management and operations, they seem to be promoted mainly by large-scale enterprises rather than by small- and medium-scale firms, the latter having invested relatively few company resources. Furthermore, few studies and analyses have examined how market orientation relates to the expansion of quality programs within organizations or with business performance; the market orientation and customer-orientation concepts are mixed together when both are used in research. Given the current market situation in which the servitization of manufacturing firms is rapidly expanding, this study's analysis of the effect on market orientation of manufacturers is a significant contribution. From this perspective, this study has several objectives. First, is to analyze and suggest the relationship between market orientation and quality management activity for manufacturers, focusing on three sub-activities: products, process, and quality management activities. Second, it is intended to identify correlation between manufacturers' market oriented activity and their management performance and then to analyze how market orientation affects business performance. The results of a number of prior studies on the correlation between market orientation and management performance have indicated that market orientation does affect management performance. Third, this study also investigates whether any differences in the relationship among market orientation, quality management activity and business performance occur according to company size. The results are used to present operational suggestions for large- and small- and medium-size firms. Research design, data, methodology - This study seeks to analyze and identify the causal features of the organic relationship among market orientation, quality management, and management performance for Korean manufacturing companies using three years (2005-2007) of market orientation, quality management, and business performance data. Subsequently, structural equation modeling was used to analyze the causal features of related factors and it aims to identify the features of market orientation, quality management, and business performance. Results - The analysis examined how market orientation affected the quality management and management performance of 159 smalland medium-size companies. In particular, enterprise quality management was analyzed in relation to management performance with a focus on activities such as leadership, measurement and improvement, quality control, cost management, and process management. Conclusions - The result of the analysis show that market orientation significantly affected all of the quality management activities and that market orientation in turn significantly affected organizational performance. The result of analysis indicate that quality management activities have a significant effect on quality control and cost management.

• Journal of the Korea Safety Management & Science
• /
• v.17 no.4
• /
• pp.305-319
• /
• 2015

Among recent management innovation activities of hotel, one of the most important competitive advantage through customer satisfaction, and to which members of the organization's service orientation is essential. The hotel's service orientation is closely related to the organization's culture. In this study, the organization's service-oriented culture, the internal service quality, emotional commitment and continued 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 corporeality, responsiveness and 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 hotel to increase customer 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.

• Fashion & Textile Research Journal
• /
• v.23 no.6
• /
• pp.770-780
• /
• 2021

The purpose of this study is to classify customer experience components using Bernd H. Schmitt's Strategic Experiential Modules and explore the relevance between fashion lifestyle and customer experience components. A survey was conducted on 400 adults between the ages of 20s to 50s who had experience in sportswear stores. The results obtained are as follows. First, according to fashion lifestyle, the respondents were divided into an individuality-valued pragmatic group, a trend-oriented brand-seeking group, a fashion-interested group, and a conservative pragmatic group. Second, customer experience components were divided into sensory experience, emotional experience, cognitive experience, behavioral experience, and relational experience. Third, on analyzing the relationship between customer experience and fashion lifestyle, it was found that a fashion-interested group has the highest value in all experiences; therefore, it can be considered that the higher the interest in fashion, the more important is the customer experience. On the other hand, the conservative pragmatic group represented generally smaller values than the other three groups in all customer experiences. Fourth, there were significant differences in the customer experience components that were considered to be important depending on the fashion lifestyle type. An individuality-valued pragmatic group valued cognitive experiences, a fashion-interested group valued all experiences, and a conservative pragmatic group showed low scores in all customer experiences. The results of this study will allow companies to build more customer-friendly experiences and enable consumers to engage in satisfactory purchasing activities through better customer experiences.

• International journal of advanced smart convergence
• /
• v.10 no.3
• /
• pp.257-278
• /
• 2021

As the definition of the vendor-oriented implementation method, which was utilized in adopting an ERP system, has been centered around the project construction business, it was difficult for the EPR adopting organization to systematically prepare ERP projects and have enough deliberative opportunities to change-related policies. Furthermore, this method does not have a fully standardized construction process. Accordingly, by defining an organization that wants to adopt an ERP system as a customer, this paper develops the customer-based ERP construction process framework that assists both customers and developers who construct the system. For this purpose, this paper reviews the previous research and collects the construction processes of the commercial ERP SW vendor and ERP construction cases while proposing the three-layer process framework to construct ERP through the KJ method. The ERP process framework consists of 7 processes, 32 activities, 141 tasks while providing definitions for concepts of each component. Furthermore, the proposed processes and phases were set in order of the recommended execution, while the activities were suggested as an open-ended type so that the application and usability can be increased and polished by reflecting experts' opinions. The contribution of this study is to standardize the ERP project process by transforming the previous supplier-based ERP construction method into the customer-based one while providing important procedure and activity frameworks that apply to diverse ERP solutions per vendor. At the same time, this study provides an theoretical foundation to develop the construction process for the customer -based Cloud ERP. In practice, At the beginning of the ERP system construction project, it provides communication or process tailoring tools for the stakeholder.

• The Journal of the Korea Contents Association
• /
• v.12 no.1
• /
• pp.460-475
• /
• 2012

The relationship between Korean bank and customer are known as rigidity compare to other industry. The conservative organizational culture is often found in Korean banks. Today, Korean banks are facing dramatic change in digital world in that new wave in online intensifies the connectivity with bank customers and potentials. The introduction of social media would force to develop new marketing strategy in terms of the relationship oriented behavior. The case study presents the findings of a social media marketing strategy which was conducted in Industrial Bank of Korea in 2009-2011. More specifically, the study was designed to determine and evaluate the importance of social media marketing by retail bank in strategic instrument. Also it sets out to determine the perceived usefulness of the relationship oriented services offered by banks to their visitors and followers what these banks can do in order to improve bank services to improve competitive. Using the six relationship activity factors, the banks were examined in the study, a set of core activities (trusty worthy, empathy, shared value, emotional bonding, rich communication) are defined and described.

• Journal of Global Scholars of Marketing Science
• /
• v.18 no.2
• /
• pp.113-145
• /
• 2008

Marketing for the distribution industry is making an ongoing progress in the changes of customers, the competitive environment, and the internal marketing environment. Integrated marketing communication activities are required for the enhancement of efficiency in the market.oriented activities. In this study, IMC is defined as "a notion that a market oriented business integrated marketing communication means, conducting and evaluating marketing activities with consistent messages in order to communicate with customers based on databases." In this study, an IMC planning model for the improvement of marketing efficiency in the distribution industry was derived from a pilot study. This model may be broken down into the following phases: IMC goals setting, situational analysis (customer analysis, competition analysis and company analysis), customer data analysis, contact management, budgeting, the establishment of an IMC strategy, the IMC mix and execution, an evaluation system, and feedback. In consideration of the characteristics of the distribution industry, this study was accompanied by a vocational study on IMC means employed by, in particular, department stores and other distributors such as: advertising, sales promotion, sales promotion advertising, direct marketing, public relations, personal selling, the Internet, mobile, visual merchandising, words of mouth. In addition, this study also covered the correlation among variables such as IMC activities of distributors, the process of forming customer's brand attitudes, brand loyalty and repurchase intention. This research would enhance the utilization of IMC. The analysis on customer's brand attitudes toward the IMC activities of distributors requires the simultaneous consideration of how they are linked to purchase as well as their attitudes toward both distributors and stores. The formation of brand loyalty and repurchase intention is related to the integration of marketing communication and the maintenance of consistency in contents, which requires integrated brand communication (IBC) strategies. IBC is a concept of using IMC means to manage the brand in a continuing and consistent manner and measuring their effect, which is a process to establish enterprise.level brand identity and maximize brand loyalty and repurchase intention by integrating IMC means. For an empirical analysis in this study, an online questionnaire survey was conducted among those department store customers from 20's to 50's who reside either in the Seoul and Gyeonggi areas and have made purchase at department stores. In this study, the research model consisted of four theoretical variables: IMC activities, IMC attitudes, brand loyalty, and repurchase intention, on which variables a pilot study was conducted. A number of hypotheses were constructed on the relations between IMC activities and IMC attitudes, between IMC attitudes and repurchase intention, and between brand loyalty and repurchase intention. The test of the hypotheses may be summarized as follows: Firstly, the test of the hypothesis concerning the relation between IMC attitudes and IMC activities - advertising, sales promotion, direct marketing, public relations, personal selling, the Web, mobile, visual merchandising, and word of mouth - indicates that advertising, sales promotion, direct marketing, public relations, personal selling, mobile, visual merchandising, and word of mouth have significant impact on IMC activities. In addition to the result similar to those of previous studies that such marketing communication means as word of mouth, advertising, personal selling and sales promotion, in particular, play very important roles, a notable finding of this study is that visual merchandising performed by department stores is shown to have very significant impact on IMC activities. On a separate note, it is also noteworthy that Internet marketing activities engaged by department stores are not shown to have significant impact on IMC attitudes. Secondly, the test of the hypothesis on the relation between IMC attitudes and brand loyalty attests that IMC attitudes for the distribution industry significantly affect brand loyalty. Thirdly, the test of the hypothesis concerning the relation between IMC attitudes and repurchase intention confirms that IMC attitudes for the distribution industry significantly affect repurchase intention. Fourthly, the test of the hypothesis concerning the relation between brand loyalty and repurchase intention indicates that brand loyalty significantly affect repurchase intention. A comprehensive view of these findings points to the conclusion that the IMC activities for the distribution industry do affect IMC attitudes, brand loyalty, and repurchase intention.