• Journal of Distribution Science
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• v.8 no.2
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• pp.13-22
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• 2010

Customer Relationship Management(CRM) paradigm has emerged that suggests organizations will be more successfully if they concentrate on obtaining and maintaining a share of each customer rather than a share of the entire market, with information technology(IT) being the enabling factor. This paper presents five key elements that provide the necessary steps that allow and organization to position its people, business process, and information system to establish and take advantage of this paradigm. The key elements are : (1) IT investment, (2) Website application, (3) IT System application, (4) Communication strategies, (5) CRM Performance. The results show that IT investment, IT system application, and Website application play a vital role in enhancing an Organizational Communication. Also, the results show that IT investment, IT system application, Website application, and Organizational Communication play a vital role in enhancing an organization's performance of customer relationship management. Further, this paper discusses the importance of integrating these four elements for achieving effective customer interaction. The author provides academical and managerial implication for business strategies.

• Journal of Information Technology Applications and Management
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• v.16 no.3
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• pp.45-58
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• 2009

This paper is an empirical study especially to understand recent Chinese internet banking users' behavior and intentions through the process quality, outcome quality, customer satisfaction, reuse and word of mouth on internet banking service. The results of this study are as follows. First, percieved process quality of internet banking service affects the outcome quality, and both quality have a direct relation to customer satisfaction. It is found that Chinese internet users perceive a difference between process quality and outcome quality of internet banking service. And the reuse of the internet banking is decided by customer satisfaction as well as the word of mouth of the internet banking. For successful internet banking business in China, internet marketers should recognize that the service quality consists of the process quality and the outcome quality, and they should organize a new campaign that takes this information into consideration. And considering the process quality effect, they should pay attention to service process as well as the direct merit of services.. And if an internet banking service properly meets customer demands, internet users would constantly use internet services and would share good experiences with their neighbors. Therefore the result of our study will be of working-level help for financial company in China.

• Journal of Distribution Science
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• v.21 no.3
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• pp.83-92
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• 2023

Purpose: An omnichannel strategy creates a consistent brand image and customer experience across all channels, making it easier for customers to interact with a business and share information. This research aimed to investigated the relationship between consumers' information-sharing intention and their omnichannel experiences. Research design, data, and methodology: Through an online survey conducted in Vietnam, the study obtained 915 responses. The study used Partial Least Square Structural Equation Modeling (PLS-SEM) to analyze research data and confirm proposed research hypotheses. Results: Research results indicated that information-sharing intention is affected by both online and offline customer experience, and at the same time, the study also confirmed that omnichannel's three characteristics (integration, individualization, interaction) positively impact on customer experience. Conclusions: From the research result, businesses may boost consumer trust and loyalty with the help of an omnichannel approach, which in turn increases customers' propensity to provide personally identifying information to the firm. One way to do this is to facilitate information exchange by delivering customized and relevant offers. Furthermore, companies show consumers the benefit of providing their data by utilizing it to enhance the customer experience.

• The Journal of Korean Medicine
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• v.28 no.3 s.71
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• pp.100-107
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• 2007

Objective : To build a basis of a research strategy for development of Korean ginseng as a global competitive medical product in the world market by Korean Oriental medicine group. Methods : Survey of all literature or analysis reports about market patterns related to ginseng or ginseng products in Korea and in other countries. Results : Korean ginseng and it products have rapidly decreased in share of the world market since the 1980s, with Korean ginseng occupying just 3% of the Hong Kong ginseng market in 2005. While Korean ginseng has been satisfied with consumption within the large Korean market itself, it now has only 1% of world market share. Conclusion : A systematic strategy is needed to strengthen global competitiveness of Korean ginseng based upon development of novel customer-tailored ginseng products. In addition, experience and science-based research in the Oriental medicine field should be involved in the process.

• Journal of the Korea Safety Management & Science
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• v.24 no.4
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• pp.85-93
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• 2022

Today's customer service providers, who have the greatest impact on customer satisfaction, are experiencing severe stress and job burnout due to various causes. Unlike general companies, the corporation has a relatively high level of dissatisfaction with customer service since there is a large conflict between the provision of kindness and the reasonable handling of civil complaints according to laws and regulations. In order to analyze the environment of the NPS' customer service providers, 5.583 branch employees working at the National Pension Service and 407 call center employees were surveyed online using the questionnaire function of the Enterprise resource planning system. The contents of the survey consisted of a survey on customer-facing employees, the level of awareness of customer-facing workers protection measures, and opinions on improvement and supplementation related to customer-facing workers protection measures. As a result of the survey, 72.8% of the total respondents experienced grievance complaints, and the proportion of call center employees was even higher at 89.0%. In addition, both the branch and the call center had the largest share of complaints about obstruction of business, unreasonable demands, abusive language, and verbal abuse. More than 40% of call center employees in their 20s and 30s experienced the highest frequency of complaints 13 or more times a year. The most difficult thing in the process of responding to complaints was that both branch offices and call centers had insufficient psychological recovery time, lack of space, and lack of help from colleagues and superiors. Based on the survey analysis, it is suggested to establish a countermeasure through case analysis rather than the right to suspend work for civil complaints that cannot be handled, such as customized manuals and action strategies for the age group with high grievance complaints.

• Journal of the Korean Society of Clothing and Textiles
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• v.30 no.1 s.149
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• pp.1-11
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• 2006

The purpose of this study was to analyze the current CRM situation in Korean apparel industry. Specifically, research purposes were 1) to examine the concepts and benefits of CRM, 2) to examine CRM strategies, 3) to analyze CRM system(i.e., customer relationship management service, customer segmentation criteria, DB management system), and 4) to analyze the potential problems and CRM adoption plan. The subjects for this research were thirty CRM managers in Korean apparel firms classified by the company type(woman's wear, man's wear, casual wear, children's wear, retailer) interviewed from December 2003 to March 1004. The results of this study were as follows: First, the concept of CRM represented the prime customer relationship, continuous consideration, and customer management system. The benefits of CRM reflected re-sales, improvement of profit share, and acquisition of customer's data base. Second, concerning the CRM strategies, most companies focused on persistent customer management through mileage program, membership cards and also implemented product strategies such as demand forecasting, customization based on customer data analysis. We also found that industry preferred to use pricing strategies, for example, segmentation of customer through discrepancies of price in which customers are provided by discount and gift voucher services. Regarding distribution strategy, channel diversification, localized service, and convenient delivery system were used. As promotion strategies, they chose celebrating customers' personal events and promoting cultural events and issuing coupons. Third, regarding CRM system, information service was the most frequently adopted, important and highly beneficial category. Also POS/web-POS, homepage were main sources of information. RFM is the mostly commonly used customer segmentation criteria. Fourth, potential problems in CRM adoption were lack of CRM knowledge and performance measurement of CRM. Future CRM adoption plan included CRM education and development of CRM performance measures.

• The Journal of Information Systems
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• v.19 no.3
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• pp.75-103
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• 2010

This study analyzes a model appling value in the mobile learning. We investigate the interaction, ease of use, hedonic value, and utilitarian value considering importance factors in the mobile learning, and the customer values are found to influence the customer satisfaction. We analysis a relationship between these factors and the customer satisfaction, and the relationship between the customer satisfaction and the loyalty. Finally, we research difference among gender of the satisfaction on the mobile learning. To fulfill this purpose, the research model was designed from literature review, and the structural equation modeling technique was used to evaluate hypotheses. The major results of this study are as follows. First, the ease of use, hedonic value, and utilitarian value positively influenced the satisfaction, and the satisfaction had positive influences on the customer loyalty. But the interaction didn't have positive influence on the satisfaction. Second, gender difference was found for some path coefficient. Male user's interaction and ease of use has effect on the satisfaction, and Female user's hedonic value and utilitarian value have influenced the satisfaction. When it consider the market share or the growth potential of the mobile learning industry, the results of this study will provide the useful information to manage mobile learning.

• Journal of Distribution Science
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• v.17 no.7
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• pp.77-86
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• 2019

Purpose - This paper examines customers' perception on intra-industry and inter-industry alliance, then compares customer purchasing attitude towards alliance product according to whether it is from high-tech or low-tech industry. Research design, data, and methodology - We used qualitative research methodology of in-depth interviews and focus group interviews. Results - Customers expect products from inter-industry alliance to be highly innovative but also to be inferior in technology. In high-tech industries, since technology is more important than differentiation, inter-industry alliance was negatively evaluated whereas intra-industry alliance elicited positive customer purchasing attitude. Conversely, in low-tech industry where novelty outweighs technology, inter-industry alliance earned positive evaluation. However, for intra-industry alliance, customers' evaluation varied depending on whether both partners share similar prestige and price range. When partners were not similar to each other, customers' perception were positive for less prestigious and pricey brand, but in the reverse case, perception were negative. Conclusions - This research focused on customers' perception and attitude by adopting qualitative methodology while other alliance studies are mostly based on quantitative research. This study provides managers with partner selecting guidelines considering the type of industry, and whether the goal is to enhance novelty or technology.

• Journal of the Korea Safety Management & Science
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• v.17 no.4
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• pp.305-319
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• 2015

Among recent management innovation activities of hotel, one of the most important competitive advantage through customer satisfaction, and to which members of the organization's service orientation is essential. The hotel's service orientation is closely related to the organization's culture. In this study, the organization's service-oriented culture, the internal service quality, emotional commitment and continued commitment and ultimately affects the employee's influence on customer orientation will look at that. Results and implications of this study can be summarized as follows. the internal service quality among the factors corporeality, responsiveness and assurance, empathy, job satisfaction showed a significant influence on the type of empathy and emotional commitment castle had a significant impact on. With these results, relationships with colleagues within the organization, such as work environment and job satisfaction and emotional commitment, the atmosphere is very important to know that you can affect. Therefore, the members of the hotel to increase customer satisfaction and organizational commitment, corporate culture, business as well as collaboration with colleagues to share the emotional atmosphere of sympathy for the business environment will get improved.

• International Journal of Automotive Technology
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• v.1 no.1
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• pp.1-8
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• 2000

This paper reviews the main drivers forcing change and progress in powertrains for passenger cars in the coming years. The environmental drivers of omissions and CO2 will force better technical performance, but customer demand for increased choice will force change in the basic engine design and provide opportunities for alternate configurations of powertrain. Gasoline engines will embody refinements of valve train actuations as well as developments in combustion, especially direct injection and possibly a lean booated form of direct injection. Nevertheless, the conventional, port injected engine will continue to be the dominant engine for some years to come. The high speed direct injection diesel will very soon supplant its indirect injection predecessor completely. It will take an increasing share of the total powertrain market as improved specific power and refinement make it even more attractive to the customer. Car manufacturers will provide diesel models to satisfy this customer demand as well as using the efficiency of the diesel to enable them to meet their fleet CO2 commitments. Both gasoline and diesel engines will see an increasing degree of electrification and partial hybridisation as efficient flywheel mounted electrical devices become available.