• 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.

• 한국지능정보시스템학회:학술대회논문집
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• 한국지능정보시스템학회 2005년도 춘계학술대회
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• pp.274-282
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• 2005

Customer retention is one of the major issued in life insurance industry, in which competition is increasingly fierce. There are many things to do to retain customers. One of those things is to be continuously in touch with all customers. The objective of this study is to design the contact scheduling system(CSS) to support the planers who must touch the customers without having subjective information. Support-planers suffer from lack of information which can be used to intimately touch. CSS that is developed in this study generates contact schedule to touch customers by taking into account existing contact history. CSS has a two stage process. In the first stage, it segments customers according to his or her demographics and contract status data. Then it finds typical pattern and pattern is combined to business rules for each segment. We expert that CSS would support support-planers to make uncontacted customers' experience positive.

• The Journal of Asian Finance, Economics and Business
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• 제9권5호
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• pp.335-343
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• 2022

Corporate social responsibility is becoming increasingly important to organizations, and it has received a lot of attention from the general public and marketing academics. This study aimed to look at the many aspects of corporate social responsibility and see how brand reputation and brand love play a role in the relationship between corporate social responsibility and customer purchase intent. To reach the end, this research applied the theory of social exchange and corporate social responsibility to explain the relationship between the variables. The Partial Least Squares was applied to analyze data collected from survey questionnaires in the Hanoi market (Vietnam) to test the proposed hypothesis. The study resulted in 239 valid survey questionnaires which can be used to test hypotheses by applying SmarPLS software. The results indicated that there are three key elements of corporate social responsibility from customers' perspectives: responsibility to customers, responsibility to the environment, and responsibility to the community. Interestingly, brand reputation and brand love contribute as mediating roles in the correlation between corporate social responsibility and customer purchase intention. Finally, the authors discussed the findings and the implications of this research in both theoretical and practical aspects, as well as the limitations that future research can focus on.

• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2003년도 추계학술대회
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• pp.143-150
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• 2003

The environment of management is changed by the improving Information Technology, the changing market that is overflowed by product, the competing between enterprises, and the segmenting the whole market. As a result, the concept of the 1:1 marketing is appeared on the environment of management by high quality that customer needs. In this paradigm, the CRM(Customer Relationship Management) is able to be executed by the advancing of the Information Technology (IT), the constituting, Data Base, the analyzing data in Data Base. The CRM(Customer Relationship Management) offers integrated multiple view poingts and methods of the corresponding to customers. The CRM(Customer Relationship Management) is a crirical element in the business. This study considers the effective implementing CRM(Customer Relationship Management) in the steel industry which has unique characteristics

• 통상정보연구
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• 제10권2호
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• pp.391-410
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• 2008

Emphasis on relationship management might be found out from Williamson (1975), who tried to elucidate why an organization exists. According to his transaction cost theory, an organization is established to evade opportunistic actions of the market and build up a hierarchy of value chain. However, judged from the perspective of exchange relationship in a trade, the transaction cost theory was likely to approach to buyer-seller relationship by the mechanism of competition. Therefore, an organization exists to control the competition of the market. Relationship management suggested by relationship marketing focuses on cooperation between buyers and sellers, rather than competition against each other. Relationship management aims to provide a framework for making a market relationship that might become an asset or a resource of the firm. In the process of maintaining and strengthening long-term and cooperative relationship with all stakeholders included customers, suppliers and staff, they continue to create new values. The purpose of this empirical research, by investigating how relationship management of multinational enterprises influences on their competitive advantages and performances, is to suggest that a cooperative relationship established for a long time in the market, so-called quasi-market relationship, substitutes for an organization.

• 동아시아식생활학회지
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• 제20권3호
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• pp.473-480
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• 2010

This study examined the different meal duration expectations and dining characteristics of customers each stage of service (order, cook, check), and investigated the impact of perceived meal duration on customers' satisfaction. The procedures consisted of four phases. During the first phase, the different meal duration expectations and dining characteristics of customers of an Italian restaurant in Seoul were examined by survey at each stage of service. The second phase investigated the impact of perceived meal duration on customer' satisfaction. The third phase compared perceived meal duration and actual meal duration. The last phase suggested appropriate meal duration for maximization of customer' satisfaction. We also examined the effects of meal time (lunch or dinner) on meal duration preferences. Customer satisfaction was decreased with longer perceived meal duration for the order and check stages and too short perceived meal duration for the cook stage. To determine appropriate meal duration for each service stage, the relationship between perceived and actual meal durations was examined. This study confirms that customers dining at restaurants preferred a longer cook time and that a shorter meal duration at dinner decreased satisfaction ratings more when compared to lunch.

• 한국식생활문화학회지
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• 제26권2호
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• pp.159-169
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• 2011

We suggested specific and practical marketing strategies to coffee shop managers and customers to create a symbiotic relationship. The coffee shop's relationship to reliability, commitment, and shop loyalty was analyzed thoroughly. The samples for this study were 393 coffee shop customers in Seoul. The results showed that customer reliability about coffee shops improved as reputation, customer orientation, specialty, and tie increased, but reliability was reduced as the size of the coffee shop became larger. Communication did not significantly affect reliability. Second, customer reliability positively affected commitment, so commitment increased as customer reliability increased. Third, customer reliability positively affected shop loyalty, so shop loyalty increased as customer reliability increased. Fourth, customer commitment positively affected shop loyalty, so shop loyalty increased as customer commitment increased.

• 산경연구논집
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• 제10권4호
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• pp.67-76
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• 2019

Purpose - This study attempted to construct and validate a structural model of the relationship between the quality of medical services, perceived risk, reputation and customer satisfaction, which is the main concept of the relationship between large hospitals as well as small and medium hospitals and medical consumers. Through this verification, the small and medium hospitals are to find the way for wise coping in competitive situation with large hospitals. Research design, data, and methodology - This research developed a hypothesis by constructing a structural equation that reaches the satisfaction and the relationship between reputation of perceived risk and perceived risk of service quality perceptions of customers of small and medium hospitals. Research data were collected through a questionnaire survey of respondents who had medical service experience from small and medium hospital. A total data of 252 respondents were used as the sample for the final analysis and analyzed using SPSS 23.0 and AMOS 23. Results - As a result, the relationship of quality of medical service, reputation, and customer satisfaction among small and medium hospitals was consistent with the results of precedent studies, and the perceived risk has a significant impact on reputation, so the greater the perceived risk, the higher the preference for reputable medical institutions as large hospitals. In addition, it was found that the direct route from perceived risk to customer satisfaction was not significant, and reputation was found to have a full mediating effect on perceived risk and customer satisfaction. Customers who use small and medium hospitals prefer to use reputable medical institutions if their perceived risk is high, which is different from risk perception when specific targets are specified. Conclusions - In terms of the effect from customer satisfaction, not only the path of perceived risk → reputation → customer satisfaction, but also the quality of service quality → reputation → customer satisfaction. These findings suggest that small and medium hospitals are appropriately responding to competition with large hospitals, rather than focusing on the perceived risks and reputation of customers in establishing and utilizing competitive strategies to create new customers and preserve existing customers.

• 산업공학
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• 제20권3호
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• pp.309-314
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• 2007

By an explosive increase of proxy driving, customers require the quick and correct services of call center. But because most call centers have an unsystematic management system, grievance of customers is continually increasing. To solve these problem, we constructed a call center system of proxy driving that is based on CTI (Computer Telephony Integration) in this paper. The proposed system is constructed using CID (Caller Identify Display) terminal, SMS (Short Message Service) and call center management program etc. Customer service level could be improved through efficient customer management by using the proposed system. Also it could be convenient and easy to implement customer management, order management, staff management, SMS and settlement of accounts.

• 품질경영학회지
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• 제40권2호
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• pp.219-230
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• 2012

These days, getting a gob is emerging as a hot social issue, and specialized sites offering job information are rapidly increasing. On the contrary of quantitative increase, job information sites have lots of problems with respect to satisfying customer's needs. This study is designed to explore web-site service quality factors in job information site, and relationship among characteristic web service quality, customer satisfaction, relationship quality and reuse intention. In this study we found that customer satisfaction is prior to relationship quality, which decide long-term customer relationship. And also, Trust which is one of the relationship quality and customer satisfaction affect customers reuse intent respectively. This study also found that characteristic service quality in related to job information site can be composed of four factors such as delivery of information, customization, web design and interaction. Delivery of information, web design and interaction affect trust, and web design and interaction affect customer satisfaction. And also relationship quality is prior to reuse intention.