• Proceedings of the Korea Inteligent Information System Society Conference
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• 2003.05a
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• pp.214-225
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• 2003

Now a day, the company must strengthen the contact-point of the customer who the company has and has to block the secession of the customer by providing services or goods on time. Under this market situation, the corporation extends the CRM for the customer management and strategic management, and set the CRM-strategies up for managing the customer relationship. For this, the present enterprise's level and the business-ability for the management of the customer relationship should be considered. Therefore, in this study, we will analyze the critical factors to set the CRM up as a strategy by studying the literature review. In the critical factors, the factors of enterprise level as well as the technical factor will be included. Secondly, as you know, the BSC is used to evaluate the corporation as a index. In this study the BSC model is changed and rearranged for the applied BSC model to measure the C3M level of companies. Thirdly, based on the model developed, the factors in the first step are classified by levels and weighted values are calculated by using AHP method. As a result, we will show the diagnostic model for check the operational performance of management, marketing and sales etc.

• Asia-Pacific Journal of Business
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• v.14 no.1
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• pp.195-214
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• 2023

Purpose - This study aims to investigate the factors (experience value, social capital, cultural capital) affecting users' engagement in UGC platform, and to examine their effect on relationship commitment. The study further attempted to confirm the moderating effect of the need for self-expression. Design/methodology/approach - Data was collected from 230 UGC users through a survey, and the study performed a structural equation model analysis to validate the conceptual model which contains five research hypotheses. Findings - The study found that only service value, one of experiential values, has a significant positive (+) effect on customer engagement and that social capital and cultural capital also have a significant positive (+) effect on customer engagement In addition, customer engagement in the UGC platform was found to have a significant positive (+) effect on the relationship commitment. However, the need for self-expression did not moderate the relationship between customer engagement and relationship commitment. Research implications or Originality - Marketing strategies that can strengthen UGC users' engagement factors can lead up to follow-up research, which finds ways to improve not only users' engagement but also sustained relationship with the UGC platforms.

• Journal of Korean Institute of Industrial Engineers
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• v.31 no.1
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• pp.56-67
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• 2005

The Processes of a new product design based on ergonomics and customer satisfaction have been studied for years. However, few attempts have been made to systematically include ergonomic design concept to communication service design. Service design can be regarded as a specific type of product design in a way that the processes of product design can also be employed to those of service design. However, a few difficulties may often arise in doing so. First, services have no explicit tangible features, which implies that a customer may not properly appraise contents, quality and functionality of newly designed services with a prototype before launching into market. Second, customer demands on services change more rapidly according to advances in related technology. In the study, we examined earlier studies of product design process and identified that a service design process must alos conform ergonomic methodology, extracting innovative values for creativitybased design and subsequently evaluate its level of customer satisfaction. In this study, we proposed a customer-centered ergonomic design process for communication services. This process includes a hierarchical structure of service requirement identification, customer-centered trend analysis, service scenario development and service evaluation. To prove the practicality of the design process, a case study of communication service design was conducted according to the procedure that follows.

• The Journal of Information Systems
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• v.25 no.1
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• pp.75-104
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• 2016

Purpose The business ecosystem perspective offers a new lens in which to view customers. Customers as the member of business ecosystems influence firms by participating in both the firm level activities and the business ecosystem level activities. For example, customers participate in the business ecosystems by forming interest groups, allowing their voice to be heard the within business ecosystems. Customers can also, turn public opinion around and foster the business ecosystems favorable to firms. On the other hand, as an extreme case of customer participation, customers can engage in community activities to boycott the purchase of products or services from certain firms or business ecosystems. Design/methodology/approach This study views content creation and feedback activities as customer participation in the firm level. On the other hand, word-of-mouth (WOM) and boycott activities are considered as customer participation in the business ecosystem level. This study presents a research model regarding the relationships among customer socialization, customer participation, and psychological ownership. The proposed model is validated through an empirical analysis on online platform business ecosystems. Findings When the two business ecosystems are compared, different results were drawn. In the Facebook ecosystem, boycott and psychological ownership did not have a significant relationship. However, in the Kakao ecosystem, the two had a significant positive relationship. The mediating effect of the business ecosystem type sheds a light on the mission, purpose, vision, and other values associated with the theory of the business on the customer-firm relationship. Further implications for theory and practice were discussed in this study.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.8
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• pp.553-563
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• 2021

Customer value has long been believed to be a direct trigger for increased tourist satisfaction, but as a mediating variable, it still needs to be proven further. This paper aims to examine the causal relationship between research variables, as well as to examine the role of customer value as a mediating variable in the relationship between service quality, brand quality, tourism products, customer value, and tourist satisfaction with tourists' objects. The population is tourists who visit tourist sites/destinations in the Gianyar Regency on the island of Bali, Indonesia, and the sample size is 270 respondents, selected through random sampling. Structural equation modeling (SEM), a multivariate statistical analysis technique, is used to analyze the causal relationships between variables. The results show that the model is accepted, and customer value is proven to be a positive mediating variable. The results also show that service quality, brand quality, and tourism products have an effect on customer value. This provides insight into the practical implications for tourism managers to increase the brand quality of tourist attractions as well as increase the professionalism and quality of tour guide services. This, in turn, will increase customer value and increase tourist satisfaction.

• 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.

• International Area Studies Review
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• v.21 no.2
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• pp.197-218
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• 2017

The research ais to examine the relationship among service factors, customer's consumption value and revisit intentions in the multiplex cinema industry focusing on multiplex cinema service in Korea and Vietnam. This research also aims to compare the influence of service factors on consumption values and revisit intention between customers in Vietnam and Korea. Data using for this research were collected in Ho Chi Minh, Vietnam and Seoul, Korea through both offline and online survey. Research findings suggest that service factors significantly influence utilitarian values and hedonic values, then both hedonic and utilitarian value have a significant influence on customer's revisit intention in multiplex cinema. Specifically, utilitarian value shows a greater influence on revisit intention in Korea whereas hedonic value shows a greater influence on revisit intention in Vietnam.

• Journal of the Korea Institute of Information and Communication Engineering
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• v.8 no.8
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• pp.1760-1768
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• 2004

A P2P is a method that can share and exchange on digital resources through a direct connection on personnel without a central server. In this paper, we apply a P2P technology to a traditional electronic commerce method so that a seller and a customer can perform a commercial transaction through a direct communication. As such a result, we propose a new e-Commerce model on P2P environment to assure fairness in commercial transactions. To achieve our goal, we put an escrow server which is responsible for guarantee fair contents delivery and payment for the contents between a seller and a customer. When a customer buys content, he first obtains reputation values implicating reliability for the content and refers to these values to determine purchase. The proposed scheme, we can improve the reliability for the purchasing content and provide the fairness to both a seller and a customer simultaneously.

• Culinary science and hospitality research
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• v.17 no.2
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• pp.85-97
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• 2011

This study focuses on the influence of the selective characteristics related to the RTEC product (the food product which can be instantly cooked) among the HMR products on customer satisfaction and repurchase intention. Also, it emphasizes the influence of customer satisfaction related to the RTEC product on repurchase intention. For this study, over age 20 living in Seoul, Gyeonggi-do, Jeonju and Jeollabuk-do, the female customers who had experienced the RTEC product were surveyed, and total 219 valid copies of questionnaire were used for the final analysis. As a result of the analysis, it was found that such factors as values, usefulness, preferred menu items, convenience and food quality influenced customer satisfaction considerably. In particular, values, usefulness and food quality were found to influence repurchase intention considerably. Moreover, customer satisfaction significantly influenced repurchase intention.

• The Journal of Information Systems
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• v.21 no.4
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• pp.155-183
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• 2012

Means-Ends Network model was used to identify factors of means objective(means supplied by vendor) and fundamental objectives(purchasing motivations) for purchasing decision-making structure and dimensions of customer values on purchasers of internet shopping mall in Korea and China. In Means-Ends Network 6 factors(shopping travel, shipping assurance, vendor trust, online payment, product choice, and recommender systems) were found as a means objectives and 3 factors(shopping convenience, internet environment, customer support) as a fundamental objectives of shopping. However the results of hypotheses test for Means-Ends Network show some important differences between two countries. Something important to notice here is that Chinese customers shopping in China recognize shipping assurance factor and vendor trust factor as important factors satisfying all fundamental objectives unlike as in the case of our country. As these two factors are attribution factors responsible to the sellers, it is identified that customers do not trust the sellers and sellers have not met the expectations of customers. Therefore, these results show that the seller efforts assuring the reliability of the seller themselves, such as conducting its own compensation scheme are more important rather than the establishment of the guarantee institution to guarantee reliability and delivery assurance of sellers and implementation of legal and institutional apparatus such as the settlement of e-commerce licence system. Though this study presents such an important marketing implications, it can be pointed out that the limits are this research was done on the general Internet shopping malls without considering the Internet shopping mall types of diversity, the survey was designed around the student samples for convenience of the investigation because it was an international survey and the collected data has been limited to the western coast cities, such as China's Beijing, Shanghai, and Dalian.