• Journal of Information Technology Services
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• v.10 no.2
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• pp.21-39
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• 2011

After ten years from the introduction of CRM systems, many companies reevaluate CRM from the perspective of customers. This paper classifies CRM activities at the contact points with customers and investigates the effect of CRM activities on perceived benefits and the effect of perceived benefits on behavioral intention in the Korean cosmetic industry. The result showed that contact management and complaint handling affected social benefits and that customers perceived confidence benefits from contact management, complaint handling, and churn management. Special treatment benefits were affected by all CRM activities including compensation management. Finally, all kinds of benefits had effects on behavioral intention such as recommendation intention and repurchase intention.

• Journal of Korean Society for Quality Management
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• v.45 no.3
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• pp.547-560
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• 2017

Purpose: This study investigates the effect of CRM activities of Korean equipment construction companies on the quality satisfaction perceived by consumers as an analysis method using Kano model. Methods: It use the Kano model to classify the quality characteristics of the CRM activities of equipment construction companies, focusing on consumer perception, and analyze the effect on the level of quality satisfaction perceived by consumers. Results: The results showed that most of quality attributes of CRM activities in the equipment companies were categorized as 'one-dimensional' quality. Conclusion: The CRM activities in equipment construction compaies is verified to be essential component of successful strategy to improve customer's satisfaction.

• Journal of Korean Society for Quality Management
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• v.25 no.4
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• pp.185-205
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• 1997

Reliability management requires many activities such as conceptual design, detail design, reliability evaluation and analysis, life testing, and environmental screening, etc.. To perform these activities effectively, a lot of information are required : information for failure mechanism, failure modes, part characteristics, and environmental conditions, etc.. These information should be managed to be used effectively and accurately in reliability activities and feedback to product design and manufacturing. This study identified and characterized these information and classified them according to the reliability activities commonly adopted in many manufacturing industries. IDEF1 was used to define and characterize the flow and the relationship of these reliability information and model is proposed which represents the structure of reliability information systems. The proposed model can be used as a basis for developing reliability management softwares.

• Journal of Korean Society of Rural Planning
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• v.15 no.3
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• pp.89-97
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• 2009

In less favored areas, it is getting more difficult to manage Satoyama according to aging of rural residents and depopulation. Some support of urban residents are necessary for management of Satoyama. In this paper, the role of Satoyama management activities was clarified through the analysis of the feature of activities for managing Satoyama. The questionnaire and interview surveys were done in order to clarify the actual conditions for management of Satoyama and activities of urban residents who are participating in NPO in Hyogo Prefecture. The results of analysis are as follows. (1)The form of rural-urban exchange in Satoyama is different in each Satoyama. (2)The urban residents are contributing to the region very much on both sides of the manager and the visitor in Satoyama. (3)Many urban residents visit Satoyama for the purpose of enjoying the variety of nature and culture programs in rural area. (4)There are some urban residents who participate in activities for managing Satoyama even if Satoyama is far from their residence. So it is important for rural residents to arrange the condition that they can visit rural area without difficulty.

• Knowledge Management Research
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• v.22 no.1
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• pp.139-154
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• 2021

As environmental impacts on business management rapidly rise, the importance of resilience has been emphasized ever. Resilience can be defined as the capability to quickly return to daily operational levels after external shocks. Thus, we suggest and empirically verify a conceptual model using enterprise-level resilience in knowledge management. Based on previous studies, sub-components of resilience have been distinguished into R4(i.e., Robustness, Redundancy, Resourcefulness, and Rapidity) and the internal and external knowledge management activities of companies have been identified as prior factors. Considering resilience as mediating variables, firms' knowledge management activities are assumed to affect a firms' performance. We collected data with the structured survey which had been developed from the stepwise approach to verify the structural model that leads to knowledge management activities, resilience, and performance. In further research, we request exploratory research on independent variables that can increase the firms' resilience and on dependent variables that would be influenced by the enterprise-level resilience.

• Journal of Industrial Convergence
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• v.22 no.3
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• pp.121-135
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• 2024

This study is a structural equation modeling study that describes patient safety incident management activities for nursing students with clinical practice experience and uses Ajzen's theory of planned behavior and safety culture climate-safety behavior model as conceptual bases, proposes a hypothetical model of nursing students' patient safety incident management activities based on the literature review, and verifies the appropriateness of the model and hypotheses through the collected data. Data were collected from 251 nursing students with clinical practice experience using a structured questionnaire. The results of this study confirmed that the model is appropriate and that patient safety management attitude, patient safety culture, and safety motivation are predictors of nursing students' patient safety management activities. Therefore, in order to improve patient safety management activities, it is necessary to provide effective patient safety incident management education programs for nursing students so that nursing students can perform correct patient safety management behaviors from the clinical practice site to the clinical practice site after graduation, and it is necessary to explore how to continuously lead such education programs to the practice site.

• Journal of the Korea Safety Management & Science
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• v.21 no.4
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• pp.81-89
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• 2019

Need to make efforts to reduce greenhouse gas emissions in order to slow global warming is globally recognized and also appealing to the United Nations. The main cause of greenhouse gases is carbon dioxide, and the nation has 23.9 percent of its total emissions in the transportation sector. It was also reported that 61.56 percent of living waste is being recycled, suggesting that environmentally friendly logistics activities should proceed with efforts on goods and services at each stage of distribution. In this study, we conducted a survey of green logistics activities that were environmentally friendly by businesses, divided into management, water/delivery and packaging waste, and identified the status and level of each business sector. As a result, data was collected from 36 manufacturing companies, 28 distribution businesses, and 40 logistics businesses, all of which were 104 companies, and based on the analysis results, a measure for environmentally friendly logistics activities was proposed.

• Journal of the Korea Safety Management & Science
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• v.13 no.3
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• pp.145-152
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• 2011

Company's survival in a changing business environment is depend on what kind of strategy will be used for facing this business competition society. For this, many companies continued to apply management techniques to improve the activities in this process has been running productivity-oriented activities to switch away from the quality has become a central activity. In other words, quality improvement activities (quality improvement activity) for the continuing businesses is an important strategic element. In this study, single-PPM (Single-PPM) the company's leading quality improvement activities will be used and browse to accommodate factors that affect a successful quality improvement activities, absolute requirement for companies to learn about the conditions to improve the quality of corporate tries to emphasize the importance of the activity.

• IE interfaces
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• v.22 no.2
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• pp.135-143
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• 2009

Six sigma innovation activities have been deployed in the engineering, management, and R&D sectors in an aerospace production company. For the success of total innovation, the company realized that it is necessary to involve the field workers in the six sigma innovation activities. In this paper small group activities in the aerospace production company is introduced. The implementation system, project evaluation and compensation system, and future directions are presented.

• Journal of Korean Institute of Industrial Engineers
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• v.43 no.2
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• pp.90-99
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• 2017

As the importance of R&D has increased, there have been various efforts to apply the quality management principles and tools to R&D activities in order to manage them effectively. The R&D sector differs from other value chains, so it may be difficult to apply quality management without proper considerations of R&D characteristics. This study describes the characteristics of R&D as high uncertainty and risk, diversity of R&D types, project-based activities, importance of strategic goals and business models, and importance of intangible assets. Three well accepted R&D quality management models are reviewed and implications for quality management and R&D characteristics are summarized. Based on these findings, the management targets of R&D quality management are classified into management level (organization, project) and management focus (process, output), and the contexts of R&D quality management are classified into R&D type (research, development) and market/customer requirement clarity (fluid, specific), and appropriate R&D quality management activities in each situations have been suggested.