• 정보관리학회지
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• 제26권3호
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• pp.89-110
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• 2009

본 연구는 근래 국내 대학도서관에서 도입이 가시화되고 있는 주제전문서비스를 마케팅의 한 분야인 고객관계관리(Customer Relationship Management: CRM)의 관점에서 살펴보고, 실제로 이 서비스가 대학도서관의 이용자, 특히 교수진들과의 관계에서 수행하는 역할과 이를 통한 마케팅의 효과를 알아보는 것을 그 목적으로 한다. 이를 위해 본 연구는 서비스의 실무자인 주제전문사서들과의 포커스 그룹 인터뷰와 서비스 대상자인 교수이용자와의 개별 심층 면접법을 실시하였으며, 또한 대학도서관의 교수이용자와의 관계의 유지 및 심화를 위한 주제전문사서의 요건을 함께 논의하였다. 본 연구는 주제전문서비스의 목적과 특성을 이용자 및 CRM의 관점에서 논의하였다는 데에 그 의의가 있다.

• 지식경영연구
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• 제12권3호
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• pp.73-96
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• 2011

Recent market saturation makes the local retailers consider an attempt to innovate the market with the retailer's brand. This is the retailers' efforts to expand the market control through the enhancement of private brands. As the competition among manufacturers extends to the competition between manufacturers and retailers, the marketing knowledges of manufacturers need to be diversified to the ones that can be applied to the manufacturers and retailers due to their bilateral competition. This research concentrates on the customer acquisition strategy (attack strategy) and customer retention strategy (defense strategy) in the place of both sides of manufacturers and retailers. Also this research targets to develop the differential marketing strategies for target market's National Brand(NB)/Private Brand(PB) purchase by analyzing individual customer's purchase probability on repurchase and switch-purchase of NB and PB. This study is based on the data of frequently consumed product, tomato ketchup on scanner panel from the ERIM data of University of Chicago, USA. This study compares and analyzes the NB and PB repurchases and switch-purchase of 4 types. The comparisons provide the informations that which factors should be managed for the attack strategy, the defense strategy, and the differential marketing strategies both for manufacturers and retailers. This research is expected to contribute on cumulating the industrial knowledges of retailers' and manufacturers' survival strategy, expecially focusing on the effect of marketing factors and consumer-characteristic factors.

• 한국관광식음료학회지:관광식음료경영연구
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• 제10권
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• pp.159-186
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• 1999

This study attempted to present the ways of improving relationship marketing activities of tourist hotels. The field survey was carried out at six deluxe hotels in Seoul to find out their relationship marketing activities and analyze the problems of the activities. The problems were analyzed as follow; 1) lack of adequate understanding of the importance of relationship marketing, 2) poor contents of customer file information, 3) insufficient service encounter management, 4) negative inducement of guests' complaints, 5) insufficient survey of guests' satisfaction, 6) insufficient relationship maintenance programs and regaining program of lost guests. This study relationship marketing activities should be improved with customer information file establishment, service encounter mangement, and communication enforcement as follow; 1. Customer Information File Establishment As relationship marketing Is marketing for individual, it needs customer file information. The guest information files should be made in detail in all the market segments. Hotels have to make use of the information strategically for establishing relationship with their guests. 2. Service Encounter Mnagement Because the guest-oriented mind and professionalism of hotel staff are prerequisite for relationship continuity, hotel should make efforts to make its staff keep the mind and cultivate expert service technique of the staff. 3. Communication Enforcement Communication enforcement consists of communication activities and communication programs which are focused on contact intensity and two-way communication.

• 한국문헌정보학회지
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• 제42권1호
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• pp.295-311
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• 2008

이 연구의 목적은 국립중앙도서관의 서비스 수준이 이용고객에 대한 만족도와 방문회수에 미치는 영향을 밝히는 것이다. 그리고 최근 고객들의 만족도 향상뿐만 아니라 시설의 가동률을 높이고 사회적 일자리를 창출하는 효과를 거둔 성공사례로 인식되고 있는 국립중앙도서관의 연장개관의 효과를 검증하기 위하여 시간대별 인과관계를 구조방정식 모형의 추정으로 검토하였다. 연구결과에 따르면 국립중앙도서관 서비스의 특수성으로 인하여 서비스 수준이 고객의 만족감은 높일지라도 방문회수를 직접적으로 증가시키지 않는 것으로 판명되었다. 그러나 서비스 품질이 높다고 인식하는 이용자는 만족감도 높은 것으로 밝혀졌다.

• 유통과학연구
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• 제13권5호
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• pp.5-14
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• 2015

Purpose - Loyalty programs enable retailers to maintain longer and better customer relationships. In successful services, customers actively use and value these programs. As the proximity to the goal (goal gradient) might signal active participation, this study empirically examines customer's goal gradient behavior in a multi-vendor loyalty program. We also consider the effect of customer's accrual diversity on goal gradients, which is a differentiating feature in a multi-vendor loyalty program, and is further examined. Research Design, Data, and Methodology - The data consists of6,646 OK Cashbag members' individual transaction records from 2006 to 2009. The goal gradient hypothesis was tested as an increase in both the speed and the amount of accumulated award points. Result - The findings suggest that the goal gradient is also observed in a multi-vendor loyalty program, occurring more strongly among members with high accrual diversity. Conclusions - The results indicate that customers with high accrual diversity attend strongly to goal gradients in multi-vendor loyalty programs; hence, it is important for such program managers to better inform members about affiliated partners.

• 한국컴퓨터정보학회논문지
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• 제7권2호
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• pp.179-186
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• 2002

웹에서는 고객을 대상으로 하는 e-CRM을 실현하기 위해 개인의 취향과 습관을 고려하여 서비스를 제공하는 '개인화(Personalization)'가 인터넷 서비스 업체 및 사용자들의 관심을 모으고 있다. 즉, 개인화가 e-비즈니스(business)의 새로운 경쟁전략으로 떠오르고 있는 것이다. 본 연구에서는 인터넷상에서 고객 관계를 중요시하는 e-CRM(Customer Relationship Management)의 기본이 되는 개인화에 대해서 살펴보았으며. e-CRM(Customer Relationship Management)을 이용하여 개인화를 실현하기 위한 마케팅 전략의 발전방향에 대해서 논의하겠다. 또 이를 근간으로 본 논문에서는 현재 진행되고 있는 일대일(one-to-one) 마케팅을 기본으로 하는 개인화(Personalization)의 문제점이 무엇인지 알아보고, 보다 진보한 e-CRM구축을 위해 야후!(Yahoo.com)의 마케팅 담당 부사장인 세스고딘(Seth Godin)의 퍼미션 마케팅(Permission Marketing)을 적용한 새로운 개인화(Personalization) 기법을 제시한다.

• 한국의류학회지
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• 제48권1호
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• pp.37-49
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• 2024

This study confirmed the relationship between variables developed by qualitative ground theory through quantitative research. The purpose of the study is to explain the effect of core sales tasks on sales services and the mediating effect of organizational member relationships on sales services. The data were collected through a survey of fashion brand salespeople in Gwangju from September to October 2020 with data from 235 responses analyzed using SPSS 27.0 and AMOS 26.0. The validity of the research model verified the confirmatory factor analysis and the research hypothesis was verified through path analysis and multi-mediated analysis of the structural model. The research results were as follows. First, sales management did not directly affect sales services, and customer management affected sales services. Second, a meaningful causal relationship was shown to exist between organizational member relationships and sales management, but organizational member relationships and customer management did not have a significant relationship. Third, the total and individual indirect effects of headquarters relations, colleague relations, and customer management were all statistically significant.

• 한국정보통신학회논문지
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• 제17권11호
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• pp.2717-2722
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• 2013

정보기술의 발달로 방대한 고객정보를 확보할 수 있게 되었지만, 이와 더불어 고객정보를 수집하고 활용함에 있어 다양한 정보보안의 문제가 발생되고 있다. 이에 본 연구는 정보보안 우려감의 개념을 기반으로 소비자 정보보안 우려감과 소비자의 개인적 특성(자기효능감, 디지털활용능력, 소비자소외감), 그리고 고객만족도 및 구매의도 간 상관관계를 검증하고자 한다. 학술적으로 본 연구는 정보보안 우려감의 개념과 측정방식을 규명하여 실증모형 검증으로 확장하였다는 의의가 있으며, 실무적으로 이러한 정보보안우려감의 개념을 기반으로 온라인 쇼핑몰 공급자들은 고객의 정보보안우려감을 완화할 수 있는 방법을 개발할 수 있을 것으로 본다.

• 유통과학연구
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• 제13권10호
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• pp.35-44
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• 2015

Purpose - This study focuses on the voluntary performance of franchise customers as a result of inherent social motives. It examines the interplay between traits and motives, and their influence on customer citizenship behavior (CCB). Research design, data, and methodology - Empirical evidence from the responses of 288 university students, validates that individual traits are related to social motives, which provides a basis for CCB. The results suggest that social motives do influence an individual's intention to provide feedback, advocate, help, or tolerate. Structural Equation Modeling using AMOS 22 was employed to test the concept. Results - This research illustrates that extraversion has a dominant influence on affiliation motive, and agreeableness is a strong predictor of the altruism motive among franchise customers. Conclusion - All three traits have positive influence on the power motive. Power and altruism motives were found to be the main determinants of CCB in a social setting. The power motive was a better predictor of advocacy and tolerance. The altruism motive significantly predicted helping and tolerance. Feedback was only positively predicted by the affiliation motive.

• 한국정보처리학회:학술대회논문집
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• 한국정보처리학회 2020년도 춘계학술발표대회
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• pp.389-392
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• 2020

The growth in social media, blogs and restaurant listing directories have led to increasing customer reviews about restaurants, their quality of food items and services available on the internet. These user reviews offer a massive amount of valuable information that can be used for various decision-making purposes. Currently, most food recommendation sites provide recommendation scores about restaurants rather than food items of the restaurant and the provided recommendation scores may be biased since they are calculated only from user reviews listed only in their sites. Usually, people wants a reliable recommendation about foods, not restaurant. In this paper, we present a reliable Korean food items rating method; we first extract food items by applying NER technique to restaurant reviews collected from many Korean restaurant recommendation web sites, blogs and web data. Then, we apply lexicon-based sentiment analysis on collected user reviews and predict people's opinions as sentiment polarity scores (+1 for positive; -1 for negative; 0 for neutral). Finally, by taking average of all calculated polarity scores about a food item, we obtain a rating to individual menu items of the restaurant. The proposed food item rating is more reliable since it does not depend on reviews of only one site.