• Journal of Distribution Science
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• v.11 no.10
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• pp.17-25
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• 2013

Purpose - This study analyzes the effect of customers' perceived service innovativeness of service centers for electronic goods, on repurchase intentions of customers, using behavior intentions of service centers as a mediator variable. In customer management and customer relationship marketing, service centers can be the most representative customer relationship management departments because they are most closely placed at the interface with customers. In addition, this study intends to investigate if continuous relationship with customers during one-time product-selling can affect their repurchase intentions. Specifically, this research aims to investigate if the expansion of the saturated physical market of the manufacturing business, to intangible service markets, can be competitive enough to satisfy customer needs. Research design, data, and methodology - This study targets college students, and especially those who have computers, digital cameras, or cell-phones, and often use electronic products and services. In order to investigate our hypothesis, we analyzed dates through SEM (structural equation modeling) using SPSS for Windows 18.0 and AMOS 18.0. In addition, we measured Cronbach's α coefficient using SPSS for Windows 18.0 in order to measure reliability. Further, using AMOS 18.0, this research statistically measured convergent validity as well as discriminant validity, and examined mediation models and path models in which service innovativeness leads to customers' repurchase intentions of electronic products. Results - As a result, this research shows that customers' perceived service innovativeness of service centers for electronic goods has significant positive influence on customers' behavior intentions of service centers. In addition, service innovativeness of electronic goods' service centers also has significant positive influence on repurchase intentions of customers. Conclusion - This study investigates the effect of customers' positive relation with the innovativeness of electronic service center on their behavior intention and product repurchase. The more concrete, important results of the study are as follows. Through the mediating effect, the findings of the study suggest that customers' behavior intentions of service centers partially mediate the effect of customers'perceived service innovativeness of service centers for electronic goods on customers' repurchase intentions. This research also provides an insight that the importance of service innovativeness and innovative approaches in managing customers should be recognized in the process of repurchase and service roles of manufacturing business as a way for customer management. As a result, the relationship between customer satisfaction and service quality of service centers for the electronic products is very sensitive. Although previous studies focus on certain aspects of the case for enhancing service innovation (Kim, 2012), this research recommends that the service centers need to understand the customers'desire first and try to adapt to achieve customer satisfaction by being innovative. This innovativeness of service centers would make customers visit them consistently, which in the long run, will also influence their repurchase decisions.

• Asia-Pacific Journal of Business
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• v.4 no.1
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• pp.31-42
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• 2013

This study aims at discovering the reasons why some customers do not want a relationship. In line with this observation, this paper explores customers' future relationship intentions according to the reasons identified. Based upon a qualitative methodology by way of in depth interviews, we have identified seven factors (e.g., passive loyalty, negative experience, relevance, negative indifference, positive indifference, and emotional value) that lead a consumer not wanting to maintain an ongoing relationship with a company. In Study 2, the author attempts to reveal the effects of each factor over time. The findings show that psychological motivations are useful in improving CRM performance.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.42 no.2
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• pp.69-77
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• 2019

As information technology advances, the penetration of smart devices connected to the Internet, such as smart phone and tablet PC, has rapidly expanded, and as sensor prices have fallen the Internet of Things has begun to be introduced in the industry. Today's industry is rapidly changing and evolving, requiring companies to respond to the new paradigm of business. In this situation, companies need to actively manage and maintain customer relationships in order to acquire loyal customers who bring them a high return. The purpose of this study is to suggest a method to manage customer relationship using real time IoT data including IoT product usage data, customer characteristics and transaction data. This study proposes a method of segmenting customers through RFM analysis and transition index analysis. In addition, a real-time monitoring through control charts is used to identify abnormalities in product use and suggest ways of differentiating marketing for each group. In the study, 44 samples were classified as 9 churn customers, 10 potential customers, and 25 active customers. This study suggested ways to induce active customers by providing after-sales benefit for product reuse to a group of churn customers and to promote the advantages or necessity of using the product by setting the goal of increasing the frequency of use to a group of potential customers. Finally, since the active customer group is a loyal customer, this study proposed an one-on-one marketing to improve product satisfaction.

• CRM연구
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• v.3 no.1
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• pp.19-28
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• 2010

Recently, teenagers show big purchasing power in retail industry. Online shopping malls re also in similar situation. Therefore online shopping mall companies want to manage teenager customers properly. This study is about understanding current status of teenager customers in online shopping mall industry and deriving strategy for management of teenager customers based on the status. Successful CRM for teenager customers can be achieved by building a segmentation of customers along with their behaviors and needs. Each segment should be managed by proper communication plan which is differentiated in accordance with segment characteristics.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2003.11a
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• pp.187-190
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• 2003

Since the early 1980s, the concept of relationship management in marketing area has gained its importance. Acquiring and retaining the most profitable customers are serious concerns of a company to perform more targeted marketing campaigns. For effective CRM (Customer Relationship Management), it is important to gather information on customer value. Many researches have been performed to calculate customer value based on CLV (Customer Lifetime Value). It, however, has some limitations. It is difficult to consider the churn of customers, because the previous prediction models have focused mainly on expected future cash flow derived from customers'past profit contribution. In this paper we suggest a CLV model considering past profit contribution, potential benefit, and churn probability of a customer. We also cover a framework for analyzing customer value and segmenting customers based on their value. Customer value is classified into three categories: current value, potential value and customer loyalty. Customers are segmented according to the three categories of customer value. A case study on calculating customer value of a wireless communication company will be illustrated.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.1
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• pp.961-970
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• 2021

This study aims to examine the impact of service recovery in building customer loyalty through the mediating role of customer satisfaction and corporate image. This study also aims to examine the reciprocal relationship between customer satisfaction and corporate image in building customer loyalty. This study uses data from 126 consumers who have received recovery for a service failure in five logistics companies which operates in Southeast Sulawesi in Indonesia, namely; JNEs; J&T Express; Pandu Logistics; MEC; and TiKi. Data was collected using a questionnaire which was then distributed to all respondents via google form. The distribution of respondents at each logistics company provider was as follows: 19 respondents were customers of JNEs; 17 respondents were customers of J&T Express; 32 respondents were customers of Pandu Logistics; 21 respondents were customers of MEC; and 37 respondents were customers of TiKi's. The structural model developed in this study was tested using Partial Least Squared (PLS) method. The research found that service recovery has a direct effect on customer satisfaction and corporate image as positive and significant. Customer satisfaction and corporate image have a reciprocal relationship which then roles in building customer loyalty. Service recovery has an indirect effect on customer loyalty through the mediating role of customer satisfaction and corporate image.

• Management & Information Systems Review
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• v.32 no.4
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• pp.225-254
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• 2013

This research tries to examine the effect of brand experience in service marketing perspective for generalized application. The analysis was held with customers who recently visited in retail stores by using SPSS18K and Smart PLS 2.0. The study verified the structural equation model hypothesizing the relationship among brand experience, relationship quality, and relationship strength. According to the result of this study, four brand experience factors have positive effect on the relationship quality. In detail, the effect of sensory experience was strongest. Furthermore, the effect of relationship quality on relationship strength also significant as prior researches addressed. The research has several marketing implication on brand experience management and customer relationship management. For service firms, customers' perception of positive brand experience can generate the tangible and intangible performance in the relationship marketing perspectives.

• Journal of Digital Convergence
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• v.11 no.12
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• pp.835-843
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• 2013

Despite their social mission, social enterprises work in the changing global economic environment and therefore face to comply with performance objectives. This situation means that human resources management strategy has a crucial role to play. Especially, the challenge in maintaining competitive efficiency depends on achieving a lower level of employee turnover. This study aims to investigate the role of job insecurity, job satisfaction, relationship with customers regarding the intention of retention among social enterprise workers. Data were collected in South Korea from 271 women employees in 36 social enterprises and the binomial logistic regression was used to assess the model hypothesized. As the result, social enterprise employees showed a considerably positive attitude toward the intent to stay their workplace. However, job insecurity appeared to have the strongest negative effect on the intention of retention, whereas job satisfaction and relationship with customers had the positive effects, above and beyond demographic variables and organization variables. The result suggested the human resource management can play a significant role in retaining social enterprise employees by reducing job instability and improving job satisfaction and customers management.

• Asia pacific journal of information systems
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• v.34 no.1
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• pp.114-149
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• 2024

Internet-only banks (IOB) refer to financial institutions which provide services entirely through online digital platforms without physical branches. Although IOBs have been around for over 26 years, there is still room for investigating what factors motivate customers to use them continuously and extensively. Therefore, this study aims to examine what factors lead to customers' intention of continued use and cross-buying on IOBs by extending the Post-Acceptance Model of IS Continuance (PAMISC). The result shows that perceived economic benefit and ongoing trust have significant relationships with the intention of continued use and that ongoing trust has significant direct and mediating (via intention of continued use) relationships with the intention of cross-buying. Also, personal innovativeness positively moderates the relationship between ongoing trust and the intention of cross-buying. This study sheds light on the literature on branchless financial services and PAMISC. IOB practitioners should revisit the effectiveness of customers' economic benefits to establish ongoing trust with customers.

• Korean Management Science Review
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• v.21 no.3
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• pp.55-69
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• 2004

This study analyzes customer buying-behavior patterns in a department store as time goes on, and predicts moving patterns of its customers. Through them, it suggests in this paper short-term and long-term marketing promotion strategies. RFM techniques are utilized for customer segmentation. Customers are clustered by using the Kohonen's Self Organizing Map as a method of data mining techniques. Then C5.0, a decision tree analysis technique, is used to predict moving patterns of customers. Using real world data, this study evaluates the prediction accuracy of predictive models.