• Management & Information Systems Review
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• v.30 no.2
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• pp.185-210
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• 2011

For many firms, customers are their most valuable assets. This is a shift in the interest of managers and researchers from a traditional focus on product management to a more recent focus on customer management. And they manage their customers with relationship marketing. Despite the recent academic interest in the study of customer equity, prior research has focused on brand equity and limited relationship mediated variate such as satisfaction, commitment and trust. This paper suggests customer equity drives with mediated variate and examines how relationship marketing can generate drives of customer equity and influence on customer behaviors. The results are like this. First, customer equity drives include value, brand and relationship equity and they mediate between relationship marketing activities and customer behaviors. Second, financial, social and structural activities have significant impact on repurchase, positive word of mouth, and cross purchase through customer equity drives. Third, this study tried to organize literature on customer equity systematically. It will become the foundation of follow-up studies.

• Management & Information Systems Review
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• v.36 no.1
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• pp.309-327
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• 2017

Recently the importance of emotional labor has increased so this study aims to prove the effects of emotional labor(surface acting and deep acting) on counterproductive work behaviors(deviate from organization and individual deviation) using burnout(emotional exhaustion, personality disorder, decrease in sense of accomplishment) as a medium. 350 surveys were sent to employees such as workers from call centers, salesperson from department store, financial worker, hospital staff, flight attendant and workers from customer center who and worked with emotional labor and 300 surveys excluding insincere ones were used for analysis. The result is as follows. First, surface acting which is a type of emotional labor chosen by customer workers had a positive effect on burnout such as personality disorder and decrease in sense of accomplishment. Second, deep acting had a negative effect on personality disorder and decrease in sense of accomplishment but did not show any effect on emotional exhaustion. Third, personality disorder and decrease in sense of accomplishment among burnout had effect on counterproductive work behaviors(deviate from organization, individual deviation) but emotional exhaustion did not show any effect on work behaviors(deviate from organization, individual deviation). Based on the result of analysis, implication of this study and direction of future research were suggested.

• Research in Community and Public Health Nursing
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• v.13 no.4
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• pp.648-667
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• 2002

This was a descriptive study designed to identify the level of coping method and its influencing factors on the family caregivers of demented patients, and resolve the family caregivers' level of stress. The data were collected from September 10 to October 10, 2001. Subjects for this study were recruited from four clinics, which were chosen from 15 clinics located in Chunbuk-Do as the study sites because of their cooperation for the study. They were similar in terms of size, the characteristics of the local community. and the population and registration status of the demented patients. The instruments used for the study were as follows: 1. Problematic behaviors of demented patients are measured by the Memory and Behavior Problem Checklist (Zarit, 1980), and the Linguistic Communication Symptoms Questionnaire (Bayles and Tomoeda, 1991) 2. The ability to carry out daily activities was measured using the Barthel Index (1965) and Katz Index (1963), which as well-known ADL assessment methods. 3. Burden was measured using Cost of Care Index by the Kosberg and Cairl (1986). 4. Coping strategy was measured Bell's 18 methods (1977). The data were analyzed using SPSS/PC. The study results were as follows: 1. The total stress score was 2.90 out of a maximum score of 5. The highest score reported was 3.09 on the dimension of restriction of individual and social activities, and the lowest region reported was 2.58 on the dimension of mental and physical health. 2. The total score of the coping method was 2.65 out of a maximum score of 5. The highest score reported was 4.01 on the dimension of thinking that includes an ideation such that it is better than any possible worst case, and the lowest score reported was 1.45 on the dimension of the self-image as a scapegoat. 3. There were significant differences in coping method among the subjects by age (F=2.752 p=0.04), caregiver (F=4.33 p=0.003), care-giving period (F=2.68 p=0.049), and dementia stage (F=2.87 p=0.034). 4. There were highly negative correlations ($\gamma$=-0.301 p=0.000) between problematic behaviors of demented patients and the coping method of their family caregivers. The highest correlation coefficient ($\gamma$=-0.339 p=0.000) was found between aggressive behaviors of the demented patients and the coping method of their family caregivers. 5. There was a low negative correlation ($\gamma$=-0.201 p=0.019) between the ADL of the demented patients and the coping method of their family caregivers. 6. There were highly negative correlations ($\gamma$=-0.213 p=0.005) between stress and the coping method of the family caregivers. The highest correlation was found between financial burden ($\gamma$=-.327 P=.000) and the coping method of the family caregivers. There was no significant correlation among unpleasant aspects of the demented patients, willingness to the demented patients, and the coping method of the family caregivers.

• Journal of Internet Computing and Services
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• v.16 no.1
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• pp.9-20
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• 2015

Nowadays, Smart Wallet technology trend that is able to save users' consuming costs and also retain users' redundant behaviors such as Single-tapping, One-way communication, Integrated ID, has been issued in recent Mobile Industrial Fields. As one of Smart Wallet functions, Integrated ID is proposed for users' convenience, handiness, and immediate responses. It is designed for the effective management of users' IDs which are easy to be forgot because of its unusual structures. To be detail, instead of user, Integrated ID system can certificate users identification from various online sites (where user resisted) authorization requests via one-clicking, not putting identification data in each sites. So, this technology would be helpful much to a certain user who has lots ID and its Password in multiple Online shopping companies by establishing integrated ID. However, although Integrated ID has lots advantages to be used, most Mobile Service Companies has hesitated to apply Integrated ID service in their shopping systems because this technology requires them sharing their users' data. They have worried that this service would be not helpful to gain their profits. Furthermore, Users who join in multiple shopping companies and use Integrated ID services also are difficult to decide which company they have to save their points in before payment because this system could not show any financial benefit analysis data to their users. As following facts, via this paper majorly we propose the advanced Integrated ID system which concern shopping point management. Basically, this system has a strong security payment service and secure network services like other mobile Shopping systems. Additionally, this system is able to service (or to support) shopping -point -saving guide for customers' financial benefits and conveniences.

• Asia pacific journal of information systems
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• v.23 no.4
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• pp.129-149
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• 2013

According to the development of new Information Technologies, firms consistently invest a significant amount of money in IT activities, such as establishing internal and external information systems. However, several anti-Information activities-such as hacking, leakage of information and system destruction-are also rapidly increasing, thus many firms are exposed to direct and indirect threats. Therefore, firms try to establish information security systems and manage these systems more effectively via an enterprise perspective. However, stakeholders or some managers have negative opinions about information security systems. Therefore, in this research, we study the relationship between multibusiness firms' performance and information security systems. Information security indicates physical and logical correspondence of information system department against threats and disaster. Studies on information security systems suggested frameworks such as IT Governance Cube and COBIT Framework to identify information security systems. Thus, this study define that information security systems is a controlled system on enterprise IT process and resource on IT Governance perspective rather than independent domain of IT. Thus, Information Security Systems should be understood as a subordinate concept of IT and business processes. In addition, this study incorporates information capability to information security system literature to show the positive relationship between Information Security Systems and Corporate Performance. The concept of information capability suggested that an interaction of human, information, technical and an effect on corporate performance using three types of capability (IT Practice, Information Management Practice, Information Behaviors and Values). Information capability is about firms' capability to manage IT infrastructure and information as well as individual employees who use IT infrastructure and information. Thus, this study uses information capability as a mediating variable for the relationship between information security systems and firms' performance. To investigate the relationship between Information Security Systems and multibusiness firms' performance, this study extends the IT relatedness concept into Information Security Systems. IT relatedness provides understanding of how corporations cope with conflicts between headquarters and business units to create a synergy effect and achieve high performance using IT resources. Based on the previous literature, this study develops the IT Security Relatedness model. IT Security Relatedness is our main independent variable, while Information Capability and Information Security Performance are mediating variables. To control for the common method bias, we collect each multibusiness firm's financial performance and use it as our dependent variable. We find that Information Security Systems influence Information Capability and Information Security Performance positively, and these two variables consequently influence Corporate Performance positively. In addition, this result indirectly shows that corporations under a multibusiness environment can obtain synergy effects using the integrated Information Security Systems. This positive impact of Information Security Systems on multibusiness firms' performance has an important implication to various stakeholders. Therefore, multibusiness firms need to establish Information Security Systems to achieve better financial performance.

• 한국노년학
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• v.30 no.1
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• pp.221-240
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• 2010

Despite a growing trend in elder mistreatment, research about the problem and its effects on the victims has been sparse. Notably missing are the perspectives of older adults themselves, whose perceptions and responses to elder mistreatment are greatly affected by social and cultural context. The purpose of this study is to examine factors associated with older persons' perceptions of elder mistreatment and subsequent help-seeking behaviors. Six hypothetical scenarios featuring elders were the basis of interviews with 124 older persons, drawn by a quota sampling strategy. Findings indicated that older persons perceived situations of physical abuse (87.9%), financial abuse (86.3%), and psychological abuse (66.1%) to be elder mistreatment, yet respondents showed less sensitivity to elder mistreatment that took the form of physical mistreatment within a couple (47.6%), neglect (40.3%), and self-neglect (16.9%). Certain scenarios yielded less intention to seek help: namely, physical mistreatment within a couple, neglect, and self-neglect. Older persons' personal characteristics, social factors, and cultural factors exerted significant influence on both perception and help-seeking behavior. Perception was identified as a key factor that significantly influenced help-seeking behavior. Findings point to awareness of cultural and social context for success in elder mistreatment prevention, intervention, and policy design for this population.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.19 no.11
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• pp.182-190
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• 2018

Many pharmaceutical companies operate the SFA system to support salespeople. The SFA system is used for various behaviors of salespeople. However, there is a lack of empirical analysis on the performance of SFA in Korea. The purpose of this study is to investigate the utilization of SFA system and the non - financial performance of SFA system. The subjects of the survey were 347 pharmaceutical community members who consisted of pharmaceutical salespeople and surveyed online for 18 days from March 13, 2018 to April 30, 2018. and the effective response rate was 23.1% (80/347). The analysis shows that the higher the level of SFA system utilization, the higher the non - financial performance. By type of company, the utilization level of multinational companies was higher than that of domestic companies. Among the SFA utilization level items, 1.47 points (3.65, 2.18) were higher than the domestic companies in terms of the support service items. Among the SFA performance items, foreign companies were 1.47 points (3.16, 1.69) Respectively. This suggests that the SFA development and operation method of the domestic company focuses on the management service rather than the support service for the salesperson and the customer satisfaction. Through this study, it is considered that domestic companies should strengthen sales person support and customer satisfaction information providing function when operating SFA system.

• Asia Marketing Journal
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• v.7 no.1
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• pp.21-42
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• 2005

Customer Relationship Management (CRM) is a corporate marketing strategy maintaining and managing customers. And with CRM companies maximize the customer's value through a series of processes of new customer retention, VIP customer retention, customer value increase, potential customer activation, and customers for lifetime by collecting the customer information and taking advantage of it effectively. In particular, as the competitive environment is changing rapidly and getting more intense, maintaining the customer retention through customer churn management becomes more important in order to increase the customer value for maximizing the company's profit and to build up the relationship with customers. For example, the financial industry has managed the customer churn with the concept of customer segmentation. Recently the customer retention and churn management is becoming increasingly important in all business fields as well as financial industry since the companies expect the effect of preventing the customer churn by identifying characteristics of customers. However, despite the increasing interest and importance of the management of the customer churn, not many of studies are systematically executed by analyzing the data of customer churn. In this study we analyze the actual data of CRM activities for the customer retention, specifically the data of TV home-shopping. By doing so, we hope to identify the differences of demographic attributes and transaction specific characteristics in consumer behaviors between the churning customer and the retained customers. In addition, we try to find out the variables which can impact the churning of the customers and to predict the churn rate of individual customer through our proposed model of customer churn. In the end, based on our findings we suggest the possible marketing strategies for TV home-shopping companies.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.1 no.2
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• pp.101-134
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• 2006

This study is conducted to examine how purchase behaviors of consumers have affected by the promotion of coupons in internet shopping mall. This study was conducted with the purpose of identifying the differences In purchase behavior based on consumer's perception and experience of internet shopping mall coupons, and based on consumers' perception of cost and value of coupons, using a theoretic framework presented in previously conducted studies. The results of this study can be summarized as follows. First, based on the perception of coupons, there were significant differences in intent to use and intent to re-use at the time when coupons are offered, and at the time when coupons are offered, no significant differences were found between the level of interest and the importance of coupon at the time of visiting the shopping mall; however, significant differences were found in the overall purchase behavior based on perception of coupons. Second, when overall differences In purchase behavior based on experience in coupon use was observed, having experience in using coupons showed a higher average than did having no experience in using coupons, showing a significant difference. It was found that compared to those without experience in using coupons, those with experience with coupons had higher intent to use at the time when coupon is offered, intent to re-use at the time when coupon is offered, and higher level of purchase behavior In the importance of coupons at the time of visiting the shopping mall. Third, when relationship between purchase behaviors, cost of coupon, and perception of convenience was observed, a clear static relationship was found. This suggests that as the cost and perception of convenience of coupon increases, purchase behavior also increases. Such result suggests that there is a difference in purchase behavior based on experience in coupon use. When relationship of purchase behavior by variables of cost of coupon and perception of convenience is observed, it has a positive relationship with the perception that the use of coupon includes saving money, financial help, enjoyment of use, habitual use, has a short effective date, and has a negative relationship with the perception that it saves little money and is a waste of time. Therefore, it can be seen that purchase behavior has the highest relationship with enjoyment of coupon use and habitual coupon use. Such results suggest that purchase behavior will be significantly influenced based on cost of coupon and perception of convenience.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.17 no.7
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• pp.585-596
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• 2016

This study was designed to examine the relationships among the levels of perceived stress, dietary behaviors, physical exercise, drinking, smoking, and relief from fatigue through sleep which affect the subjective happiness in adolescents. Based on the study findings, this paper proposes the basic data required for offering practical solutions to improve the subjective happiness of adolescents. IBM SPSS 20 and AMOS 23 were used to conduct frequency and descriptive analyses, in conjunction with Pearson's correlation coefficients, the AMOS bootstrapping method and phantom variables, for the raw data obtained from the 9,599 participants included in the 11th Korea Youth Risk Behavior Web-based Survey. Those factors having a direct effect on the subjective happiness of the adolescents were the level of perceived stress, relief from fatigue through sleep, physical exercise, dietary behavior and smoking. Perceived stress had an indirect effect on subjective happiness, and the analysis of the indirect effect and significance level of multiple mediators by means of phantom variables showed that, as well as perceived stress, relief from fatigue through sleep, physical exercise, dietary behaviors, and smoking also had indirect effects on subjective happiness. Consequently, a multidisciplinary approach is needed to optimize the subjective happiness in adolescents and financial support for environmental improvements is particularly necessary.