• The Journal of the Korea Contents Association
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• v.11 no.8
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• pp.321-330
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• 2011

This study focuses on the moderating effect of sex role on the relationship between perceived values on the reward program of tele-communication firms and customer satisfaction. To test moderating effect, Difference test for distinct parameters in Amos 18.0 program was used. Results show that both kind of perceived values(utilitarian value and hedonic value) have a significant effect on customer satisfaction. And the moderating effect of sex variable was verified. For male, hedonic value has influenced on the customer satisfaction more than utilitarian value. And for female, reversely, utilitarian value has influenced on the customer satisfaction more than female value.

• CRM연구
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• v.1 no.1
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• pp.87-108
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• 2006

This study presents how the sharing of values and philosophies in Customer Relationship Management (CRM) links the customer with the enterprise, thereby enhancing its performance. Using channel integration, customer experience management, and partner relationship management, this i-focus case suggests a number of improvements for local corporations that have adopted CRM, but have not succeeded in enterprise-wide integration. Successful execution of CRM strategy is found to require the sharing of values and philosophies not only within the organization, but also with its customers. Furthermore, the study concludes that CRM is an ongoing process which requires continuous evolution through reflection of past activities and dynamic adjustment of objectives in order to reach customer cenricity.

• International Journal of Quality Innovation
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• v.7 no.2
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• pp.19-49
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• 2006

Due to the globoal economic effect, Taiwan's small and medium-sized enterprise (SME) is much threatened by China. Since remarkable advances have being made in information technology, taking competition advantage for an enterprise has become a very important issue when facing rigorous global competition. However, the business of the enterprise starts with finding the customers' demands, and ends with fulfilling customers' demands. Therefore, in order to increase competition advantage for SME, the customer management must be effectively strengthened, especially by increasing customer satisfaction and maintaining good relationship with the customer. This is the key for an enterprise leading to success. The purpose of this study is aiming to discussing the relational analysis between customer and SME by viewing the four aspects of customer relationship management (CRM), which are relation marketing, customer service, customer value, and customer satisfaction. Moreover, this research will perform an empirical analysis on CRM for a typical small and medium-sized company so as to grasp its real definition and enterprises' demands. The conclusions will be drawn from our literature survey and practical experience as well as site investigation. Recommendations are evolved from discussing the interaction between customers and enterprises in improving their constructing factors and increasing benefits and values.

• The Korean Journal of Franchise Management
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• v.11 no.1
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• pp.7-17
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• 2020

Purpose - As the competition in the foodservice franchise industry and the market becomes fierce and the entry barrier is lowered, the foodservice franchisor and franchisees strive to increase their competitive advantage in the market. Therefore, the franchisor and franchisees use experience management strategies to enhance the positive experiences of customers visiting the stores. In this regard, this study examines the effects of customer-oriented activities (physical-, social-, health-, and service-oriented activities) on utilitarian and hedonic values, and loyalty using stimulus-organism-response (S-O-R) model and value-expectancy theory. Research design, data, methodology - The data were collected from panels of online survey company, who visited a foodservice franchisee within last month. The survey was conducted for about 15 days from March 7, 2019 to March 21, 2019, and about 3,500 e-mails and messages were distributed to ask for the survey. A total 412 responded and completed the questionnaires. Of the 412 completed questionaires, 12 were discarded due to missing and misinformation data and 400 were retained for further data analysis. Results --The results showed that social oriented activities, health oriented activities, and service oriented activities had positive effects on hedonic value, while physical oriented activities did not have a significant effect on hedonic value. Health oriented activities and service oriented activities had positive effects on utilitarian value, while physical oriented activities and social oriented activities had no significant effects on utilitarian value. Hedonic and utilitarian values also have a positive effect on loyalty. Conclusions - First, food service franchises should provide services and menus in consideration of the health of customers. When a customer visits the store, franchisee should provide more health-oriented food or materials and clean and comfortable conditions so as not to threaten the health of the customer. Second, the food service franchise must build a service-oriented system. Foodservice franchisor need to provide continuous service training not only to the franchisees, but also to the employees of the franchisees. Third, franchise should design a store where customers can form social exchanges through providing various information exchange to customers and making the store as a local community center.

• Journal of Distribution Science
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• v.14 no.10
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• pp.73-79
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• 2016

Purpose - Customer satisfaction has been considered important as a way to retain current customers. Specifically, the retention of current customers through customer satisfaction has been considered important in an industry where competition between companies is fierce. Major Korean airlines have confronted fierce competition with the growth of low cost carriers (LCCs). In order to survive, these airlines need to retain their customers. This research aims to investigate the relationships between customer satisfaction and the customer intention to remain loyal. Moreover, this study examines how the influence of customer satisfaction on customer loyalty is moderated by gender. Research design, data, and methodology - A regression model is developed in which customer satisfaction, gender, and an interaction of satisfaction and gender are predictors and the customer's intention to remain loyal is a dependent variable. To analyze this research model, data were collected from 402 university students taking a marketing class in universities in Seoul, Chung-Cheong province, and Kangwon province. After eliminating data from students who had never flown and data with missing values, a final sample of 201 was analyzed. The hypotheses were tested using SPSS 21.0. Internal reliability was supported by the results of Cronbach's α. Multiple regression was performed. Results - Empirical results showed that customer satisfaction toward the airline's service had a positive influence on the customer intention to remain loyal to the airlines. Moreover, this influence was moderated by gender. More specifically, a male customer's intention to remain loyal was more determined by his satisfaction toward airline service than a female customer's. Conclusions - This research contributes to the aviation service marketing literature by showing how customer satisfaction influences customer intention to remain loyal and how this influence is moderated by gender. More specifically, male customer loyalty is more determined by airline service satisfaction than female customers. These results have manager implications for major Korean airlines in terms of customer satisfaction and gender as ways to enhance customer retention.

• Journal of the Korean Society of Clothing and Textiles
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• v.36 no.2
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• pp.152-164
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• 2012

This study develops a valid and reliable scale to evaluate customer orientation for clothing salespeople in order to provide a foundation for systematic and empirical research in the apparel industry. The study was conducted in two phases. First, a scale was developed to evaluate the customer orientation of clothing salespeople through a qualitative method. The second phase involved the verification of the validity of the developed evaluation questions through a quantitative method. The subjects of this study were 327 clothing salespeople, and the results were analyzed using AMOS 7.0 and SPSS 15.0. The results were as follows: First, customer orientation questions were elicited from in-depth interviews with fashion sales-people, analyses of fashion magazine articles, and previous studies. From the results, 38 preliminary questions were selected based on categorization, modification, and expert analyses of the content validity. Second, in order to verify the validity of the customer orientation scale that consisted of 24 questions in 7 factors, we performed a verification of the convergent validity through an assessment of the magnitude of standardization factor loading, average variance extracted (AVE), and construct reliability. Discriminant validity was verified using the AVE of each of the two constructs and a comparison of the square of the correlation between the constructs. According to the results, the measured values were above or near the guideline values that demonstrates the validity of the customer orientation scale.

• The Journal of the Korea Contents Association
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• v.16 no.8
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• pp.20-28
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• 2016

The purpose of this study is to identify the factors which affect the customer value and satisfaction of public information services used by the researchers in SMEs(small-and-medium size enterprises). The results, based on statistical analyses of a survey conducted in Korea are as follows; 1) the customer value is positively influenced by the service quality; 2) the customer value, in turn, is positively associated with the customer satisfaction; 3) information needs moderate the relationship between service quality and customer value but does not moderate the relationship between the customer value and satisfaction.Our findings propose the importance of the service quality and the effort to maximize the information customer values.

• Journal of the Korean Data and Information Science Society
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• v.20 no.1
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• pp.109-115
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• 2009

Many internet companies are holding marketing activity through customer relationship management to satisfy complicated and diversified consumer demands. Use of customer lifetime value as a marketing metric tends to place greater emphasis on customer service and long-term customer satisfaction, rather than on maximizing short term sales. And so many internet companies have been interested in customer lifetime value, which is a primary key for discovery customer values to promote the competitive power in their business fields. In this paper, we apply a life table technique to lifetime analysis of internet site customers by membership pattern and provide the opportunity using revised life tables in several kinds of internet companies.

• Information Systems Review
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• v.17 no.2
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• pp.29-48
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• 2015

This study proposes an integrated operational model of branches with customer center at stock brokerage firms and suggests ways to improve existing systems. This suggested integrated model of branches and customer centers can increase customer satisfaction and customer values for the specific services at each channel. This integrated model also enables customers to make transactions at a desired specific time, make it possible to inquire whatever the customer wished to ask, and select desired contact channels. In addition, the firms can bring in improved effectiveness of internal resources by integrating all the resources the firm has. Personal resources and system resources are distributed by the characteristics of channels that can be selected by the customers. Then agents also can provide more speedy and accurate responses to the engaged customer interactions matching to his/her job in charge. Also, the model makes it possible to collect the latest customer and transaction information at the moment of each interactions, by which the firm can provide customized services specifically tailed to each customers' preferences. However, systematic interactions between branches and customer center, and completed system should be equipped with in order to provide the highest quality services.

• Korean Management Science Review
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• v.33 no.2
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• pp.75-87
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• 2016

Quality function deployment (QFD) is a widely adopted customer-oriented product development methodology by analyzing customer requirements. It is a main activity in QFD planning process to determine the optimal values of the technical attributes (TAs) so as to achieve the customer requirements (CRs) from the House of Quality (HoQ). In most of the previous research, all the TAs in QFD are assumed to have either continuous or discrete values. In the real world applications, the continuous TAs and the discrete TAs are often mixed in QFD. In this paper, a mixed integer linear programming model is formulated to obtain the optimal values for the continuous TAs and the discrete TAs in QFD planning as well as Branch and Bound (B and B) algorithm is proposed as the solution approach. Finally, the proposed model and solution approach are illustrated with an office chair under multi-segment market, and the sensitivity analysis is performed to study how the proposed model and its solutions respond to the variation for the two elements which are budget and CRs' weights.