• 가족자원경영과 정책
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• 제4권1호
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• pp.15-28
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• 2000

The purpose of this study was to examine the knowledge about savings of customers who utilize Investment Trust Company and to analyze the factors affecting it. The data for the analysis were collected by structured questionnaires and consisted of 191 customers who utilize Investment Trust Company. Descriptive. Descriptive Statistics including percentage, frequency, means, and standard derivation, t-test, one-way ANOVA with Scheffe test, multiple regression analysis were used to analyze the data. The following is a summary of major findings. 1) The customers knowledge about savings showed generally low-level. Especially the knowledge about tax and regulation of savings were the areas shown the lowest level. 2) The age, marital status, education and occupation of customers and total period of utilizing company were the factors affecting the knowledge of customers in the one-way ANOVA analysis. 3) The result of regression analysis indicated that age of customers and total periods of utilizing company were the significant predictors of customers’knowledge. These two variables explained 25.77% of variance of customers’knowledge about savings.

• 지식경영연구
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• 제12권4호
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• pp.77-90
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• 2011

This study examined the effects of knowledge management strategy and structural capital on organizational performance. Structured capital was classified into three dimensions: organizational culture, knowledge process, and information technology. Data were collected from 251 employees in a public institution. Results indicated that organizational knowledge-based strategy was positively related to employees' job satisfaction, and that information technology-based strategy was positively related to customers' satisfaction and institutional image. Results also indicated that organizational culture and knowledge process were positively related to customers' satisfaction, employees' job satisfaction, and institutional image, whereas informational technology was negatively related to customers' satisfaction and institutional image. Finally, the theoretical and practical implications of the results were discussed.

• International Journal of Quality Innovation
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• 제5권2호
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• pp.106-121
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• 2004

This paper investigates customer knowledge management activities of Taiwan's plastic industries. The results demonstrate that the bulk of customer knowledge comes from data related to customer purchase orders and complaints. Furthermore, marketing, production, and research and development are the main departments that developed and reuse customer knowledge. The benefits derived from knowledge management for enterprises do not vary with the position of the vendor on the business scope. In addition, the benefits derived by customers from knowledge management are directly related to the benefits gained by the five major business functions, while the benefits derived from the customer knowledge management are also directly related to customer satisfaction. Summarizing the above results, an Acquisition-Development-Reuse (ADR) model is proposed and can provide the enterprises with a systematic reference model when the business attempts to construct a customer knowledge management system.

• 지식경영연구
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• 제18권4호
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• pp.97-118
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• 2017

Thanks to the development of social media, general users become information and knowledge providers. But customers also feel difficulty to decide their purchases due to numerous information. Although recommender systems are trying to solve these information/knowledge overload problem, it may be asked whether they can honestly reflect customers' preferences. Especially, customers in book market consider contents of a book, recency, and price when they make a purchase. Therefore, in this study, we propose a methodology which can reflect these characteristics based on topic modeling and provide proper recommendations to customers in book market. Through experiments, our methodology shows higher performance than traditional collaborative filtering systems. Therefore, we expect that our book recommender system contributes the development of recommender systems studies and positively affect the customer satisfaction and management.

• 경영과정보연구
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• 제12권
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• pp.17-35
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• 2003

In the customer-centered era, financial institutions have understood the importance of Customer Relationship Management(CRM), and heavily invested into building the required technology infrastructure more than ever. In a competitive environment that are changing fast, knowledge management is necessary. To know customers' needs and desire, we have to approach their environment and mind, and the method by estimating in terms of supposing or imitating. Applying customers' knowledge is effective and will come up with a stepping-stone to get rid of threatening factors by having competitiveness in a competitive environment and extending and changing the corporation. This purpose, the study has identified knowledge-oriented infra that corporations know and customer relations by conducting a poll of local corporations and have presented motives that can effectively carry out knowledge-based customer relations. To gain competitive advantage, these Institutions need to understand their customers' potential value to find out more and to recognize the significant changes of customer. Then the CRM implementation will help Financial Institutions move to more of a sales culture away from product and closer to the customer.

• 지식경영연구
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• 제19권1호
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• pp.147-174
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• 2018

Recently, firms have been putting forth significant efforts to fulfill various demands and high expectations of customers. The role and importance of customer centers as a direct contact point for customer relationship management are more emphasized than previously. A customer center draws attention as a new alternative to secure corporate competitiveness as it contributes to sales increase, being in a position to satisfy customers' needs by ensuring customers' access to information. A customer center is an aggregation of various information and communication technologies. In particular, a voice recognition/analysis technology based on big data can elaborate customer services further, enhance customer satisfaction, and trigger constant interactions with customers. A customer center can be transformed to a hub of customer knowledge and the embodiment of business intelligence in the front line of business. This article is a case study on how the customer center of the K life insurance company regarding customer center operation collects and analyzes customer information and how it has established its voice recognition/analysis system based on big data to improve customer experience management. Factors affecting the successful introduction and implementation of voice recognition/analysis system to a firm, are examined.

• 지식경영연구
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• 제12권3호
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• pp.39-58
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• 2011

As the information from today's knowledge-based society alters the awareness of patients and provides a wider selection of medical institutions, the reality of medical institution management is struggling compared to the past. CRM was introduced to domestic hospitals as marketing strategy to dominate the competition under varying medical environment. Thus, this research invests on CRM activity types used in hospitals and the effects of CRM activities toward loyalty and switching intention. Futhermore, we investigate the mediating role of customer relationship commitment and termination in CRM activities. The subjects in this study included three hundred customers who are using hospital settings or who had experience with using the hospital settings. The researcher collected 262 survey questionnaires from May 23th, 2011 to June first. In order to evaluate the hypothesis in this study, structural equation model was analyzed by using AMOS 18.0.

• 경영과학
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• 제22권1호
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• pp.127-148
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• 2005

This study aims at identifying the motive and infra that can satisfy them and enable them to succeed by coming out of existing customers control method focused on data and acquiring and applying the knowledge customers have. It also aims at enabling corporations to carry out more developed customer relations. This study will prove that acquiring and applying customers' knowledge is effective and will come up with a stepping-stone to get rid of dangerous factors by having competitiveness in a competitive environment and extending and changing the corporation. For this, the study have identified knowledge-oriented infra that corporations know and customer relations by conducting a poll of local corporations and have presented motives that can effectively carry out knowledge-based customer relations.

• 지식경영연구
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• 제15권2호
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• pp.165-182
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• 2014

Social commerce is regarded as a kind of e-commerce that utilizes social media. Considering increasing complaints around social commerce market, it is important to see customers' satisfaction level and intentions to repurchase. In this study, we examine antecedents that affect customers' satisfaction and relationship between satisfaction and intention to repurchase in social commerce market. We also use social media characteristics as moderators between antecedents and customers' satisfaction. The main results are as follows. First, except site design, most of the intrinsic factors of service quality, such as information, transaction, communication and perceived security had positive effects on customers' satisfaction. Second, all the extrinsic factors of service quality, such as discount rate, constraints, and discrimination had significant impacts on customers' satisfaction. Third, the social media characteristics could not moderate the relationship between service qualities and customers' satisfaction. Fourth, customers' satisfaction had positive effect on the intention to spread through social media. Fifth, customers' satisfaction had positive effect on the intention to repurchase. Social commerce companies need to set up strategies considering the antecedents of customers' satisfaction using these research results. They also need to secure customers that have sustainable purchasing intentions.

• 디자인학연구
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• 제15권4호
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• pp.159-168
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• 2002

세계는 지식정보사회(knowledge information society)에 돌입하였다. 정보기술은 지식경영을 등장시킨 요인중의 하나이며 지식경영발전을 가속화시키는 원동력이라고 볼 수 있다. 그리고 최근 정보기술과 인터넷은 눈부신 발전을 해오고 있다. 따라서 본 연구는 급변하는 디지털 환경하의 방대한 인터넷 데이터에서 웹 데이터 마이닝을 통해 고객에 대한 숨겨진 지식을 창출하고, 그 지식을 지식경영프레임웍에 적용한 지식-기반디자인 패러다임을 구축하여 디지털 환경에서 실시간에 고객에 대한 유용한 지식을 창출하여 고객의 욕구를 충족시키는 디자인을 개발 할 수 있도록 하는데 목적이 있다. 연구의 목적을 달성하기 위해 먼저 이론적 고찰에서 지식경영프로세스와 웹 데이터 마이닝에 관련된 다양한 사전 연구들을 살펴보고 지식경영프로세스와 웹 데이터 마이닝을 결합하여 새로운 지식-기반 디자인 패러다임(본 연구에서는 웹 데이터 마이닝과 지식경영프로세스가 통합하여 구현된 진정한 의미의 eCRM을 지식-기반 디자인패러다임이라 칭한다)을 제안한다.