• Journal of the Korean Society of Fashion and Beauty
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• v.3 no.3 s.3
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• pp.11-23
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• 2005

This never-ending changes and everlasting challenges under the industrial circumstances induce us to compete against survival or selection. We accordingly need to take steps in order to survive excessive competitions by the various differentiated strategies in Beauty and Cosmetology markets. The purpose of this study aims for making the best use of this actual proof which enables the effective customer management and managerial things of beauty shop through theoretical contemplation in all aspects of managerial beauty shop and the reason why the customers give the second visit(revisit) or choosing the shop again(coming again) by demographic characteristics. The method of this study was surveying 200 re-visited customers at the same beauty shop in GwangJu Metropolitan city for a whole year by questionnaire regarding the correlation between revisiting of the same beauty shop and demographic characteristics. After surveying, we coded these questionnaires finding out its distribution(range) by SPSS statistical package with Frequency Analysis in response to demographic characteristics and also performed ANOVA and Regression. In brief, there is big difference between men and women which explains the second visiting(revisit) originates in technical fact; hair protection. Most women have paid great attention to their hair protection while men mostly have ignored. However, men attached themselves to the hairdressers' appearances and the distance from their house to the beauty shop which did not mean a lot to women. Beside s, there were many differentiation in accordance with marital status, age, education and their business. With this study, we easily generalize the fact that customers revisit a beauty shop not because of beauty shop facilities but because of human interests.?Beautician's service has certain specialties which show the interaction between customer and beautician in the field. Now we can come to this conclusion that we need to endeavor to develop the service spirit and employees' welfare. Their attitudes towards job satisfaction go well with customer ' s satisfaction in this way.

• Journal of the Korean Operations Research and Management Science Society
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• v.33 no.2
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• pp.115-135
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• 2008

An interesting problem in capacitated supply chains is how to guarantee customer service levels with limited resources. One of the common approaches to solve the problem is differentiating service depending on customer classes. High-priority customers receive a better service at the cost of low-priority customers' service level. One of common criteria to determine a customer's priority in practice is whether he has made a reservation before arrival or not. Customers with a reservation usually receive service based on the time the reservation was made. We examine the effect this advance information of customer arrival has on customer service levels. We show the trade-offs between the leadtime and other system characteristics such as the proportion of high-priority customers. when the service level is high. We also suggest how to differentiate service using the asymptotic ratio of the service levels for both types of customers.

• Journal of Information Technology Services
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• v.13 no.1
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• pp.253-267
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• 2014

This study explores to identify the characteristics of the business model by comparing and analyzing the value creation between two cases, and to be successful in business model innovation. In order for the pursuit of purposes, domestic and international firm' business model cases are analyzed. Regarding the business model innovation, huge differences are found between two cases. First, a clear customer value proposal is important. Netflix is constantly monitoring the customer's needs and satisfactions to improve value proposition, while Joycube, domestic firm does not adjust to meet the change of the customer's behaviors. Second, the business model innovation should be taking into account the customer's behaviors in the constant changing market environments. For the growth, firms should consider strategic monitoring the market environments, and find a novelty of the markets, and to create the jump through business model innovation.

• Journal of the Korea Safety Management & Science
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• v.12 no.2
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• pp.139-146
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• 2010

The advent of Internet has greatly increased the ability of companies to conduct their business faster, more accurately, over a wider range of time and space, at reduced cost and with the ability to customize and personalize customer offerings. However it may be difficult for companies to sustain a long-run survival in competition environment of e-business. The purpose in this study is to analyze the relationship among site loyalty characteristics, customer's repurchasing intention and switching intention of internet shopping mall. The results showed that reputation variables of internet shopping mall only affected significantly e-loyalty. And the relationship among e-brand loyalty, customer's repurchasing intention and switching intention was significantly supported.

• Journal of the Korean Society of Clothing and Textiles
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• v.35 no.7
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• pp.801-815
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• 2011

This study examines the characteristics of marketing and customer that influence the selection of multichannel (preference/frequency of use) in the fashion retail. The subjects of this study are men and women live in Seoul/Gyeonggi province and Busan/Gyeongsangnam-do in their 20s-40s who have shopping experiences in fashion items of more than 2 shopping channels among offline stores, catalogs, and the internet. The survey period was from March to May 2010 and 411 forms were used in this survey. The data were analyzed by a reliability analysis (Cronbach's ${\alpha}$), a factor analysis, t-test and one-way ANOVA. The main results of this study are summarized as follows. First, marketing characteristics, which effect the selection of multichannel (preference/frequency of use), consist of sales promotion, service, price, merchandise, and distribution. Those have a significant influence (***p${\leq}$.001) on choosing multichannel of fashion retail. Price has a significant impact on the preference of multichannel and merchandise affect for frequency of use in multichannel shopping. Second, customer characteristics have a significant influence (***p${\leq}$.001) on the monthly average purchasing amount, shopping hours, shopping frequency, brand knowledge, and price sensitivity. Particularly, monthly average purchasing amount & shopping frequency have meaningful differences in the frequency of using multichannel; in addition, shopping hours were affected by preference & frequency of use. Price sensitivity has a greater influence on the frequency of using multichannel and brand knowledge has a greater effect on multichannel preference. Customer's information searching characteristics have main 3 factors through the use of marketing information, personal information and experience information. Application of experience information is the main factor in preference and frequency of using multichannel shopping. The customer demographic characteristics of age (*p${\leq}$.05, **p${\leq}$.01) and gender (*p${\leq}$.05) show a difference for selecting multichannel. There is no difference for marital status, average household income per month, and job.

• International Journal of Costume and Fashion
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• v.10 no.2
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• pp.73-88
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• 2010

Study aims to identify customer equity drivers and their relative importance, to represent customer lifetime value (CLV) distribution, and to investigate the effect of customer equity drivers and demographics on CLV when shopping apparels at the four big department stores in Seoul. Recently, Korean department stores marked significant decrease in sales volume and it calls for more focus on customer orientation. Customer equity is a managerial concept which considers customers as a valuable asset for business success. Sustainable competitive advantage is attainable when customer equity drivers and CLV are measured, managed and enhanced. results identified four dimensions of customer equity drivers such as 'retail brand equity: 'relationship equity', 'retail service equity', and 'price value equity'. Among them, 'relationship equity' was proved to be the most influencing factor on the customer's store patronage intention. The CLV distribution represented unique characteristics of each department store. The level of CLV depended on such demographics as age and income. Marital status influenced the relationship between perceived customer equity drivers and CLV. It also analyzed competitive structure of the four big department stores in Seoul and offered managerial suggestions. This study provided conceptual framework for the future study of customer equity related to apparel shopping at the department stores as well as managerial implications.

• The Research Journal of the Costume Culture
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• v.11 no.1
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• pp.103-117
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• 2003

The aim of this study was to identify dimensions of salesperson´s effort according to older female(55+) customer's and fashion store salesperson's perspective and to examine what kind of effort dimensions are assessed to be more important than others. As a method, both literature review and empirical research were made. This study was performed in three stage from December in 2001 to May in 2002. For exploratory step. In-depth interview and observation study were done for gathering responses related to salesperson´s effort. in pilot study, 83 older female customers were surveyed and the data was analyzed in order to develop questionnaire. In the main research. 202 older female customers and 103 fashion store salespersons were surveyed in order to identify the dimensions of salesperson's effort. Statistical analyses were performed with SAS program using factor analysis. cronbach´a mean, t-test. paired t-test and multiple regression analysis. The results of this study were as follows. First, 5 factors was selected for the dimensions of salesperson´s effort in customer´s perception; friendliness, attentiveness. product competence. effective access and special treatment. Second, 5 factors was selected for the dimensions of salesperson's effort in salesperson´s performance; friendliness/ attentiveness. product competence. effective access. communication, and purchase exaction. Third. dimensions of salesperson's effort were different according to customer and salesperson's characteristics. Last, there were significant differences in the salesperson's efforts between customers´perception and salespersons´Performance.

• The Journal of the Korea Contents Association
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• v.8 no.3
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• pp.107-116
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• 2008

This study was performed focusing on the telemarketers of the deluxe hotels in the five different areas as well as Seoul in order to find out the influence of the customer orientation of the telemarketers in the hotel membership operation on the telemarketers satisfaction. And the deferences of the customer orientation and the employee's satisfaction between the hotels in Seoul and in other areas were examined using the demographic characteristics as the background variables. According to this study, it reveals that the degree of the employee's satisfaction was high when their customer orientation was perceived as high. This study has a significance because it tried for the first time to research focusing on the telemarketers and to relate them to the customer orientation.

• Fashion & Textile Research Journal
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• v.17 no.6
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• pp.907-918
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• 2015

With the pervasiveness of digital environment and expansion of new media, ICT (Information and Communication Technology) leads the role of consumer to change from a passive customer into an active co-producer. As customer participation in the fashion industry increases, this study attempts to explore the cases of customer participation as a co-producer in fashion industry through analyzing business models of companies, including Threadless, Blank label, Cut on Your Bias, Acustom Apparel, Thinkgivers. The results show that customer participation is mainly facilitated through design participation in fashion industry, with different level of participation and IT as well as different contribution target. Compared to the past, consumer’s preference is reflected through participation before the stage of production. Results indicate three main characteristics of customer participation in fashion industry. First, value co-creations using customer experiences and understanding customer needs are important. Second, active online communication among customers are critical. Third, it is important to ensure customer’s own item. From a customer perspective, participation enables them to purchase their own distinctive product and offers exciting experience and satisfaction over the production processes, and compensation can be used to increase customer participation. On the other hand, companies using customer participation can take advantage of cost reduction in product development, inventory, and marketing. Customer participation, as a win-win strategy for business and consumer, is expected to expand further in the future with the development of ICT.

• Journal of Korea Society of Industrial Information Systems
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• v.12 no.4
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• pp.1-14
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• 2007

Upon the intensive competition, companies try to hold their current customers by investing more money and efforts on CRM activities. They provide various benefits for their customer to keep them and increase their loyalty. However many companies want to know how effective their CRM activities are. In this paper, we investigate the effectiveness of companies' different CRM activities on customer perception of different benefits as well as their loyalty. For this we categorize the benefits that companies provide for their customer into four different types of customer benefits such as social customer benefits, psychological customer benefits, economic customer benefits and customization benefits. We examine the effects of different customer benefits and how different the customer benefits vary depending on the types of industries and even on the involvement level, relationship types, and customer's acceptance level of risks. We found that the CRM activities had, in general, a positive effect on customers' perception and loyalty. However, companies had better selectively concentrate their CRM activities on the most effective ones considering the involvement level, relationship types, and customer's acceptance level of risks along with the industry where they belong.