• 한국디지털정책학회:학술대회논문집
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• 2005.11a
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• pp.45-60
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• 2005

The purpose of this study is to classify customer by e-mailing responsiveness on time-series analysis and testify the effectiveness of grouping by ROI analysis. Response recency, response frequency and Activity(RFA) of e-mailing systems were adapted for Customer segmentations. ROI analysis were consisted of open, click-through, duration time, personalization, conversion rate and email loyalty index of email systems. Major findings are as follows: RFA analysis is used for customer segmentations that is fundamental process of e-CRM applications. Customer segmentations were loyal customer, odds customer, dormant customer, secession customer and observation customer by RFA grouping. Loyal customer group has high point in all ROI index compared to other groups. These results indicated that customer responsiveness of e-mailing systems were appropriate methods to grouping the customer with demographic variables. Therefore, effective e-mailing marketing strategy of e-Biz have suitable active DB and Behavior targeting is best approach to enforcing the target e-mailing marketing.

• Korea Journal of Hospital Management
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• v.16 no.2
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• pp.53-77
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• 2011

This study is focused on analyzing whether strategic human resource management practices influence organizational effectiveness such as organizational citizenship behavior and customer orientation. In addition, it also aims to analyze the mediating effect of perceived organizational support between strategic human resource management practices and organizational citizenship behavior and customer orientation. The samples are from five Veterans Hospital and of 344 questionnaires collected, 311 were used in the final analysis. SPSS(18.0) and AMOS(16.0) were employed to describe data and test hypotheses. The findings are as follows: First of all, it is found that education and training and hiring management have positive effects on perceived organizational support while only education and training has a positive effect on organizational citizenship behavior. Secondly, results reveal that career management and hiring management influences customer orientation while only perceived organizational support does organizational citizenship behavior and customer orientation affects organizational citizenship behavior. Thirdly, it is also found that perceived organizational support mediates the relationship between career management and organizational citizenship behavior and that between hiring management and organizational citizenship behavior. In other words, perceived organizational support is a full mediator between career management and organizational citizenship behavior and between hiring management and organizational citizenship behavior because there is no direct effect of career management and hiring management on organizational citizenship. However, results show that any perceived organizational support doesn't mediate the relationship between all strategic human resource management practices and customer orientation.

• Fashion & Textile Research Journal
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• v.15 no.2
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• pp.219-230
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• 2013

To generate future profits, luxury brands need to recognize and understand customers as individually important and analyze the impact factors that improve specific customer equity. With the growing recognition that customer equity is a key strategic asset, this study empirically investigates the effect of customer equity drivers on customer loyalty based on the study of Vogel et al.(2008) which expanded the Rust et al.(2000)'s study on customer equity. We empirically examine if the customer equity drivers have a different impact on customer loyalty. This study hypothesizes that the relative effect of customer equity drivers would be different depending on the purchasing behavior of consumers and examines the effects of them on the relationship of the drivers of customer equity and customer loyalty. We use stepwise multiple regression analysis to empirically test the relationship of value equity, brand equity, and relationship equity and customer loyalty. Relationship equity influences customer loyalty more strongly than value equity and brand equity. Customers seem to build loyalty based on the careful assessment of all costumer equity drivers (value equity, brand equity, and relationship equity). In addition, their relative impact is different depending on the purchasing behavior of consumers. A company cannot maintain all customer equity drivers at a high level with limited marketing resources; therefore, marketing investment for all customer equity drivers need to be allocated differentially depending on the purchasing behavior of consumers.

• Proceedings of the Korea Inteligent Information System Society Conference
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• 2001.01a
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• pp.456-463
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• 2001

Understanding and adapting to changes of customer behavior in internet shopping mall is an important aspect to survive in continuously changing environment. This paper develops a methodology based on decision tree algorithms to detect changes of customer behavior automatically from customer profiles and sales data at different time snapshots. We first define three types of changes as emerging pattern, unexpected change and the added/perished rule. Then, it is developed similarity and difference measures for rule matching to detect all types of change. Finally, the degree of change is developed to evaluate the amount of change. A Korean internet shopping mall case is evaluated to represent the performance of our methodology. And practical business implications for this methodology are also provided.

• Korean Security Journal
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• no.62
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• pp.321-346
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• 2020

The purpose of this study is to identify the relationship among customer access service, internal response, and consumption behavior of security agency users through a structural model. The research will be meaningful in that it can contribute to the development of the security industry by identifying the importance of customer access service, which is an empirical face of buyers using security agency, and thus establishing the relationship between consumer reaction and consumption behavior. The study subject is a store that uses security agency in areas with dense shopping districts in Cheonan and Asan of South Chungcheong Province, where 375 store representatives and employees were selected to conduct the research. Research tools were modified and used to suit the purpose of the research based on domestic and foreign prior research. Using two statistical programs, SPSS 25.0 and AMOS 25.0, data processing was performed: frequency analysis, exploratory factor analysis, reliability analysis, confirmed factor analysis, and structural model analysis. The statistical significance level was analyzed by setting a value of .05 and the following conclusions were obtained. First, the customer access service of security agency users has a positive impact on consumption behavior. Second, the customer access service of security agency users has a positive effect on the internal response. Third, the internal response of security agnecy users has a positive effect on consumption behavior. Fourth, the internal response has a positive effect as a medium effect between customer access service and consumption behavior of security agency users.

• Journal of Information Processing Systems
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• v.19 no.2
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• pp.258-266
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• 2023

Aiming at the problems of poor customer satisfaction and poor accuracy of customer classification, this paper proposes a customer classification model based on speech recognition. First, this paper analyzes the temporal data characteristics of customer demand data, identifies the influencing factors of customer demand behavior, and determines the process of feature extraction of customer voice signals. Then, the emotional association rules of customer demands are designed, and the classification model of customer demands is constructed through cluster analysis. Next, the Euclidean distance method is used to preprocess customer behavior data. The fuzzy clustering characteristics of customer demands are obtained by the fuzzy clustering method. Finally, on the basis of naive Bayesian algorithm, a customer demand classification model based on speech recognition is completed. Experimental results show that the proposed method improves the accuracy of the customer demand classification to more than 80%, and improves customer satisfaction to more than 90%. It solves the problems of poor customer satisfaction and low customer classification accuracy of the existing classification methods, which have practical application value.

• Korean Management Science Review
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• v.30 no.1
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• pp.1-14
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• 2013

We conduct the future studies suggested by Park and Seo [3]. They considered a seat inventory control problem in which flights depart sequentially during a similar time-interval and passengers purchase available seats depending on individual customer choice behavior. Customer choice behavior can lead to one among a horizontal shift, a diversion-up, and a booking loss when a desired fare class is unavailable. We investigate how seat availability calculation method, booking limit control mechanism, seat inventory capacity, number of booking class, type of seat demand influence on revenues in an airline industry through thorough computer simulation experiments.

• The Korean Journal of Franchise Management
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• v.13 no.1
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• pp.47-57
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• 2022

Purpose: Recently, it is common to see cases where an amount similar to the cost of a meal is spent on dessert, or an amount greater than the cost of a meal is spent on dessert. The generation MZ is showing a tendency of 'value consumption' by consuming values and beliefs in consideration of the recent impact on society and the environment. Therefore, this study aims to analyze the effect of dessert cafe quality and eco-friendly behavior on customer trust and loyalty targeting the generation MZ who have visited desert cafés. This study examined the mediating role of customer trust in the relationships between desert café quality, eco-friendly behavior and customer loyalty, and also the moderating effect of and eco-friendly behavior on customer trust and customer loyalty. Research design, data, and methodology: To achieve purposes of this study, 229 data were collected from respondents who visited desert café and analyzed using measurement model (reliability test and correlation analysis), Fornell-Larcker Criterion and Heterotrait-Monotrait Ratio (HTMT) assessment, and structural equation model (PLS-SEM) with SPSS 22.0 and SmartPLS 3.3.7. Results: The research results are as follows. First, desert cafes' quality positively influenced customer trust but did not customer loyalty. Second, desert cafes' eco-friendly behavior positively influenced customer trust and customer loyalty. Fourth, the interaction term of dessert cafe quality and eco-friendly behavior did not influence customer trust and customer loyalty. Conclusions: This study emphasized the necessity of service quality and eco-friendly behavior of dessert cafes by examining the relationship between the quality of dessert cafes and eco-friendly behaviors, customer trust and loyalty. It also found the importance of the role of trust in securing loyal customers. In order to secure and retain loyal customers, the owners of dessert cafes should make effortsto improve the quality of the cafes' products and services so that customers can feel a sense of trust, and actively publicize that they are practicing eco-friendly management. As a result of this study, it is intended to provide practical implications for the management of dessert cafes by understand ing the effects of product and service quality and eco-friendly behaviors of companies to bakery industry workers and start-ups.

• Journal of Fashion Business
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• v.11 no.2
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• pp.32-41
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• 2007

This study is aimed at analyzing on purchasing behavioral characteristics of customer in beauty salon and providing the revitalization strategies for korean beauty business. For the goal of this study, on purchasing behavioral characteristics of customer in beauty salon were reviewed in terms of the purchasing decision-making process on the basis of literature. The survey of beauty salon customers mainly from Seoul was used for positive analysis. In analyzing the research data, Frequency Analysis, Descriptive Analysis, Factor Analysis and Multiple Regression Analysis were conducted using $SPSS/PC^+$. The results showed the followings: The choice factors, the overall satisfaction, the revisit intention and the recommendation intention of the beauty salon customers were all affected in order as service, customer relationship with the result of analysis for the relationship between the choice factors of beauty salon customers and behavior after purchasing(overall satisfaction, revisit intention, recommendation intention).

• The Journal of the Korea Contents Association
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• v.12 no.3
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• pp.322-334
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• 2012

The purpose of this paper is to explain and identify how service trust about enterprise of internal employees influence on management performance by investigating relationships between service trust in internal organization of enterprise, job commitment, customer service behavior, management performance. A survey study was conducted to collect the data with sales forces of at domestic major pharmaceutical companies. Analysis of structural equation modeling with AMOS 18.0 was performed to test the research hypothesis. The results of the study are as follows: service trust in internal organization of enterprise are positively associated on both job commitment and management performance, but it was negatively associated on customer service behavior. Job commitment was positively associated on customer service behavior but it was not influences on management performance. And customer service behavior was positively associated on management performance. Therefore, service trust in internal organization of enterprise was direct influences on management performance and it was also effects on through job commitment and customer service behavior. To sum up, if employees are devote themselves in work of their organization, service behavior on their customer of employees will be higher, and then management performance will be achievement. So, it have to reinforce job commitment on employees in order to achievement high performance of management through sales.