• Journal of the Korea Safety Management & Science
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• v.10 no.3
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• pp.267-274
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• 2008

This paper reports generating creative ideas based on customer needs using Kano Model and Importance-Differentiation Matrix (I-D Matrix). Nowadays, every customer demands creative ideas on product innovations in order to be satisfied her needs. However, most existing methods are limited to get creative ideas that reflect customer needs. Any creative ideas that do not fully reflect customer needs are obviously more difficult to succeed in the market than those that reflect customer needs. This paper distinguishes each quality elements the customer needs in terms of Kano Model. And it presents the effective ways of generating creative ideas by I-D Matrix in order to overcome current uppermost limits.

• Journal of the Korea Safety Management & Science
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• v.11 no.1
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• pp.143-153
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• 2009

One of the important components of this administrative reform is customer satisfaction. Every public enterprises introduced the Service Charter and Korean government took Customer satisfaction as the key index of public sector performance assessment. Most public enterprises introduced customer satisfaction management in an attempt to improve the quality of customer service. The government granted high incentives to excellent business innovative enterprises and developed additional indices, which are related to CS. From now on, every Korean enterprises must embody feasible customer satisfaction management and improve the quality of customer service In this research, we proposed a quality evaluation standard model which is suitable for the public enterprise based on the Service Quality Criteria, and examined the model. A 7-Point Likert Scale was used based on the five categories within the Service Quality: responsiveness, convenience, tangibility, sympathy and reliability, we analysed the validity and causal relationship among the factors within the model.

• Journal of the Korea Safety Management & Science
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• v.14 no.2
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• pp.205-212
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• 2012

Customer satisfaction is an ever-growing concern of management throughout the world. To find the way to increase customer satisfaction. we must understand customer requirements. Kano distinguishes between three types of product requirements(:must-be, one-dimensional, attractive requirements. which influence customer satisfaction in different ways when met. Timko has developed customer satisfaction(CS) coefficient based on Kano model. The CS coefficient is indicative of how strongly a product feature may influence satisfaction. In this paper, we analyzes the factors that influence College Student's Satisfaction of teaching using Kano Model, Timko's CS-Coefficient.

• Journal of the Korea Safety Management & Science
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• v.8 no.3
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• pp.171-187
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• 2006

Modern management considers customer satisfaction as a baseline standard of performance and a possible standard of excellence for any business organization including the college. Quality function deployment(QFD) is a structured approach to seek out voice of customers, understanding their needs, and ensure that their needs are met. The strategy value proposed by Chien et al. combines importance, satisfaction, performance, and ability to enhance decision making effectiveness. But in their model, the correlation among the strategic alternatives isn't considered the decision chain and is therefore eliminated. This paper proposes how to calculate the new weight of columns to consider various strength levels of correlations matrix, representing the correlation among the strategic alternatives, using normalization procedure. The aim of this paper is to present and original customer satisfaction survey conducted in the college. Thus, this paper presents an original customer satisfaction survey in the college and provides to demonstrate the practical usage of the design model to compare this model with Chien's model.

• Journal of the Korea Safety Management & Science
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• v.9 no.3
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• pp.111-118
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• 2007

What is CRM(Customer Relationship Management) means that planning, executing, and re-accessing the marketing strategy based on the customer character by analyzing the material related to customers. That is CRM is a strategy of customer service on the base of data. In the case of the telecommunications and a newspaper, there are restricted application of CRM, because they are provided services by paying a given amount of money within a given period of time. This paper develops CRM model(chum prediction model) that can apply to a newspaper. For model-building, real data were used which were collected from one of the major a newspaper company in Korea. Also, this paper verifies the efficient result.

• Journal of the Korea Safety Management & Science
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• v.12 no.2
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• pp.199-207
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• 2010

The purpose of this study is looking for the support policies and factors to stimulate the quality innovation movement. Kano's model proposed a two-dimensional model on quality based on customer perception and experience. And Timko developed the customer satisfaction coefficient for overcome the weak points of Kano's model. In this paper, new approach framework is proposed by integrated Kano's model and Timko's customer satisfaction coefficient. And it applied to confirm the various factors which was offered by government and major company's policies for small and medium enterprises.

• Journal of the Korea Safety Management & Science
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• v.15 no.1
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• pp.259-269
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• 2013

Customer satisfaction is an ever-growing concern of management throughout the world. To find the way to increase customer satisfaction, we must understand customer requirements. Kano distinguishes between three types of product requirements(:must-be, one-dimensional, attractive requirements which influence customer satisfaction in different ways when met. Timko has developed customer satisfaction(CS) coefficient based on Kano model. The CS coefficient is indicative of how strongly a product feature may influence satisfaction. As there were a few limitations on the Kano's method and on the Timko's customer satisfaction index method. The objective of this study is to provide improved methodology based on the Kano's method. One case studies are solved by the proposed method.

• Safety and Health at Work
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• v.9 no.4
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• pp.441-446
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• 2018

Background: The emotional labor performed by organization members affects psychological well-being at the individual level, which consequently affects results at the organizational level. Moreover, despite evidence that the customer orientation and service level of nurses greatly affect hospital management, studies that comprehensively analyze emotional labor, work burnout, and work engagement related to customer orientation and service level are lacking. This study investigated relationships and paths by designing a model of the effect of emotional labor performed by nurses on the level of service delivery and customer orientation. Methods: This survey-based study was based on a path analysis designed to verify a hypothesized model involving emotional labor performed by nurses, level of service delivery, customer orientation, work engagement, and burnout. Questionnaires were distributed to 378 nurses in general hospitals with more than 500 beds located in Seoul, Republic of Korea, between March 25 and April 8, 2013. Results: The results showed that deep acting and work engagement had direct and indirect effects on increasing the level of service delivery and customer orientation of nurses. However, surface acting had an indirect effect on reducing the level of service delivery and customer orientation. Conclusion: It would be more effective to develop interventions to enhance deep acting and work engagement than to attempt to reduce surface acting and work burnout in clinical nursing settings.

• Proceedings of the Safety Management and Science Conference
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• 2005.11a
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• pp.171-184
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• 2005

Today, the usage of DB already becomes an important issue for many companies' survival, especially, for the companies who have adopted CRM(Customer Relationship Management). CEM(Customer Experience Management), as a practical alternative, can settle it. In this paper, we use QFD(Quality Function Deployment) and GA(Genetic Algorithm)-based Group ANP(Analytic Network Process) to construct the Integrated CEM Model to help company decide the priorities of investment in customer experiences.

• Proceedings of the Safety Management and Science Conference
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• 2006.11a
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• pp.299-307
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• 2006

In this report, we provide the focus on suggesting a method of estimating and measurement of CBM(Customer Behavior Model). Through the use of internet, a new trend of business for e-CRM on B2C Web Site known as EC has emerged. The purpose of this study is to identify the relationship between the customers of a shopping mall and CBM characteristics. It can be used to gain a better understanding of customers. From this we can determine trends, and so refine business toward customer's needs and target new products to particular customer groups. Result shows that there is a significant relationship between the customers pattern of shopping mall and CBM, CVM(Customer Visit Model).