• Title/Summary/Keyword: perceived effectiveness

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The Efficiency Analysis of CRM System in the Hotel Industry Using DEA (DEA를 이용한 호텔 관광 서비스 업계의 CRM 도입 효율성 분석)

  • Kim, Tai-Young;Seol, Kyung-Jin;Kwak, Young-Dai
    • Journal of Intelligence and Information Systems
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    • v.17 no.1
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    • pp.91-110
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    • 2011
  • This paper analyzes the cases where the hotels have increased their services and enhanced their work process through IT solutions to cope with computerization globalization. Also the cases have been studies where national hotels use the CRM solution internally to respond effectively to customers requests, increase customer analysis, and build marketing strategies. In particular, this study discusses the introduction of the CRM solutions and CRM sales business and marketing services using a process for utilizing the presumed, CRM by introducing effective DEA(Data Envelopment Analysis). First, the comparison has done regarding the relative efficiency of L Company with the CCR model, then compared L Company's restaurants and facilities' effectiveness through BCC model. L Company reached a conclusion that it is important to precisely create and manage sales data which are the preliminary data for CRM, and for that reason it made it possible to save sales data generated by POS system on each sales performance database. In order to do that, it newly established Oracle POS system and LORIS POS system concerned with restaurants for food and beverage as well as rooms, and made it possible to stably generate and manage sales data and manage. Moreover, it set up a composite database to control comprehensively the results of work processes during a specific period by collecting customer registration information and made it possible to systematically control the information on sales performances. By establishing a system which unifies database and managing it comprehensively, impeccability of data has been greatly enhanced and a problem which generated asymmetric data could be thoroughly solved. Using data accumulated on the comprehensive database, sales data can be analyzed, categorized, classified through data mining engine imbedded in Polaris CRM and the results can be organized on data mart to provide them in the form of CRM application data. By transforming original sales data into forms which are easy to handle and saving them on data mart separately, it enabled acquiring well-organized data with ease when engaging in various marketing operations, holding a morning meeting and working on decision-making. By using summarized data at data mart, it was possible to process marketing operations such as telemarketing, direct mailing, internet marketing service and service product developments for perceived customers; moreover, information on customer perceptions which is one of CRM's end-products could feed back into the comprehensive database. This research was undertaken to find out how effectively CRM has been employed by comparing and analyzing the management performance of each enterprise site and store after introducing CRM to Hotel enterprises using DEA technique. According to the research results, efficiency evaluation for each site was calculated through input and output factors to find out comparative CRM system usage efficiency of L's Company four sites; moreover, with regard to stores, the sizes of workforce and budget application show a huge difference and so does the each store efficiency. Furthermore, by using the DEA technique, it could assess which sites have comparatively high efficiency and which don't by comparing and evaluating hotel enterprises IT project outcomes such as CRM introduction using the CCR model for each site of the related enterprises. By using the BCC model, it could comparatively evaluate the outcome of CRM usage at each store of A site, which is representative of L Company, and as a result, it could figure out which stores maintain high efficiency in using CRM and which don't. It analyzed the cases of CRM introduction at L Company, which is a hotel enterprise, and precisely evaluated them through DEA. L Company analyzed the customer analysis system by introducing CRM and achieved to provide customers identified through client analysis data with one to one tailored services. Moreover, it could come up with a plan to differentiate the service for customers who revisit by assessing customer discernment rate. As tasks to be solved in the future, it is required to do research on the process analysis which can lead to a specific outcome such as increased sales volumes by carrying on test marketing, target marketing using CRM. Furthermore, it is also necessary to do research on efficiency evaluation in accordance with linkages between other IT solutions such as ERP and CRM system.

The Characteristics of Pain Coping Strategies in Patients with Chronic Pain by Using Korean Version-Coping Strategies Questionnaire(K-CSQ) (한국판 대처 전략 질문지 (K-CSQ)를 이용한 만성 통증 환자의 통증대처 특성)

  • Song, Ji-Young;Kim, Tae;Yoon, Hyun-Sang;Kim, Chung-Song;Yeom, Tae-Ho
    • Korean Journal of Psychosomatic Medicine
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    • v.10 no.2
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    • pp.110-119
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    • 2002
  • Objectives : Numbers of patients who have chronic pain seem to be increasing in the psychiatric practice. Many investigators have used models of stress and coping to help explain the differences in adjustment found among persons who experience chronic pain. Coping strategies appear to be associated with adjustment in chronic pain patients. The objectives of this study were to develop a self-report questionnaire which is the most widely used measures of pain coping strategies, Coping Strategies Questionnaire (CSQ) into Korean version and to study the different coping strategies with which chronic pain patients frequently use when their pain reaches a moderate or greater level of intensity. Methods : One hundred twenty-eight individuals with chronic pain conditions and two hundred fifty-two normal controls were administered the Korean version-Coping Strategies Questionnaire(KCSQ) to assess the frequency of use and perceived effectiveness of a variety of cognitive and behavioral pain coping strategies. We also obtained their clinical features in chronic pain patients. Reliability of the questionnaire were analyzed and evaluated differences of coping strategies between two groups. Results : Data analysis revealed that the questionnaire was internally reliable. Chronic pain patients reported frequent use of a variety of pain coping strategies, such as coping self-statements, praying and hoping, catastrophizing, and increase behavior scales which were higher compared to the normal controls. Conclusion: K-CSQ revealed to be a reliable self-report questionnaire which is useful for the assessment of coping strategies in clinical setting on chronic pain. And analysis of pain coping strategies may be helpful in understanding pain for chronic pain patients. The individual K-CSQ may have greater utility in terms of examining coping, appraisals, and pain adjustment. A consideration of pain coping strategies may allow one to design pain coping skills training interventions so as to fit the individual chronic pain patient. Further research is needed to determine whether cognitive-behavioral intervention designed to decrease maladaptive coping strategies can reduce pain and improve the physical and psycho-social functioning of chronic patients.

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A Study on Antecedents and the Consequences of Leadership Styles for Korean the Franchise System (프랜차이즈에서 리더십스타일의 선행요인과 성과요인에 관한 연구)

  • Lee, Eui-Joon;Kim, Sang-Deok
    • Journal of Distribution Science
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    • v.9 no.4
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    • pp.63-73
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    • 2011
  • The relationship between buyers and sellers is changing into a long-term relationship. A number of distribution channel researchers have determined that the behavior of distribution channel members can be characterized by relational exchanges. The members of relational distribution channels may be perceived as strategic partners; however, even within these arrangements, member asymmetries may exist, which can create unequal distributions of power and dependence. Thus, as all distribution channel members may not be equal in power, it is possible that a less-dependent channel leader may emerge. Therefore, leadership in distribution channels is a very important variable. Distribution channel leadership can be defined as the activities undertaken by the distribution channel leader to influence the marketing programs and strategies of channel members. A distribution channel's performance is influenced by the leadership style of the channel leader. Although research on channel leadership styles can be broadly categorized, many researchers have dealt with analyzing distribution channel leadership by using the power-influence approach, which includes looking at variables, such as power, power base, and influence strategies. Moreover, they have examined the direct relationship between leadership styles and performance. Many distribution channel scholars have attempted to justify the application of leadership styles identified in alternative leadership theories to the inter-organizational context of distribution channels. They have made suggestions regarding how great the usefulness of leadership style as a strategy is to secure the compliance of distribution channel members and have conceptually and empirically linked it to channel-related phenomena, such as manifest conflict, cooperation, channel efficiency, and effectiveness. However, as few empirical studies have examined the antecedents and consequences of leadership styles, research on leadership style can be considered nascent. Thus, it is required to investigate the antecedents and consequences of the leadership style of a distribution channel leader. This study aims to empirically identify whether there are influences of the antecedents of leadership on two different leadership styles, and to reveal whether these leadership styles induce any consequences. The research subjects were 220 franchisees. Research findings are as follows: First, the results show a positive effect of technological capability on transformational relationships. However, it does not have a significant effect on transactional leadership. Second, innovation-oriented organizational culture has negatively influenced both leaderships. However, task-oriented organizational culture positively and significantly influenced both forms of leadership. Third, the ethics of leaders has influenced both leadership styles positively and significantly. Fourth, regarding consequences, transformational leadership strengthens financial performances, whereas it weakens relational citizenship behaviors. However, transactional leadership positively influences relational citizenship behavior whilst negatively affecting financial performance.

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A Study on the Improvement for Medical Service Using Video Promotion Materials for PET/CT Scans (PET/CT 검사에서 동영상 홍보물을 통한 의료서비스 향상에 관한 연구)

  • Kim, Woo Hyun;Kim, Jung Seon;Ko, Hyun Soo;Sung, Ji Hye;Lee, Jeoung Eun
    • The Korean Journal of Nuclear Medicine Technology
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    • v.17 no.1
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    • pp.30-35
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    • 2013
  • Purpose: One of the current services, providing information to the patients and their guardians by using promotion materials induces positive responses and contributes to the improvement of the hospital reliability. Therefore, the objective of this study is to evaluate the effectiveness of audio visual materials, one of the means of promotion, as a way to give accurate medical information to resolve patient's curiosity about purpose and procedure of their examination and deplete complains about waiting which attributes negative effect to service quality assessment. Materials and Methods: 60 patients(mean age $53.97{\pm}12.24$, male : female = 26 : 34) who had $^{18}F-FDG PET/CT$ scan from July 2012 to August 2012 in Seoul Asan Medical Center were referred to the study. All of the patients having PET/CT scan were asked to watch an informative video material before the injection of radiopharmaceutical ($^{18}F-FDG$) and to fill in a questionnaire. Results: As a result of analyzing the contents of questionnaire, 52% of 60 patients had PET/CT scan for the first time and 72.4% of the patients read the PET/CT guidebook offered from their outpatient department or inpatient wards before their scan. After we searched the level of previous knowledge of the purpose and method of PET/CT scan, the patients answered 25.1% "know well", 34% "not sure", 40.9% "don't know" respectively. And 84.7% of the patients answered that watching the PET/CT guide video before the injection helps understanding what exam they were having and 15.3% of the patients did not. For the question asking ever the patients have experienced using our homepage or smart phone QR code to see the guide video before they visit out PET center, only 3.3% of them answered "yes". Lastly, the patients answered 60.1% "yes", 31.4% "so so" and 8.5% "no" respectively for the question asking whether watching the video makes the patients to fill the waiting time short. Conclusion: It is found that understanding of objective and method of the PET/CT scan and level of satisfaction was improved after the patients watched the guide video whether they had PET/CT scan before and read the PET/CT guidebook or not. Also, watching the video was effective for the reduction of perceptible waiting time. But while displaying the PET/CT guide video is useful for providing information about the scan and shortening the waiting time as one of the medical service, utilization of service was actually very poor because of the passive promotion and indifference of the patients about their examination. Therefore, from now on, it is necessary to construct the healthcare system which can be offered to more patients through the active promotion.

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Problems with ERP Education at College and How to Solve the Problems (대학에서의 ERP교육의 문제점 및 개선방안)

  • Kim, Mang-Hee;Ra, Ki-La;Park, Sang-Bong
    • Management & Information Systems Review
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    • v.31 no.2
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    • pp.41-59
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    • 2012
  • ERP is a new technique of process innovation. It indicates enterprise resource planning whose purpose is an integrated total management of enterprise resources. ERP can be also seen as one of the latest management systems that organically connects by using computers all business processes including marketing, production and delivery and control those processes on a real-time basis. Currently, however, it's not easy for local enterprises to have operators who will be in charge of ERP programs, even if they want to introduce the resource management system. This suggests that it's urgently needed to train such operators through ERP education at school. But in the field of education, actually, the lack of professional ERP instructors and less effective learning programs for industrial applications of ERP are obstacles to bringing up ERP workers who are competent as much as required by enterprises. In ERP, accounting is more important than any others. Accountants are assuming more and more roles in ERP. Thus, there's a rapidly increasing demand for experts in ERP accounting. This study examined previous researches and literature concerning ERP education, identified problems with current ERP education at college and proposed how to solve the problems. This study proposed the ways of improving ERP education at college as follows. First, a prerequisite learning of ERP, that is, educating the principle of accounting should be intensified to make students get a basic theoretical knowledge of ERP enough. Second, lots of different scenarios designed to try ERP programs in business should be created. In association, students should be educated to get a better understanding of incidents or events taken place in those scenarios and apply it to trying ERP for themselves. Third, as mentioned earlier, ERP is a system that integrates all enterprise resources such as marketing, procurement, personnel management, remuneration and production under the framework of accounting. It should be noted that under ERP, business activities are organically connected with accounting modules. More importantly, those modules should be recognized not individually, but as parts comprising a whole flow of accounting. This study has a limitation because it is a literature research that heavily relied on previous studies, publications and reports. This suggests the need to compare the efficiency of ERP education between before and after applying what this study proposed to improve that education. Also, it's needed to determine students' and professors' perceived effectiveness of current ERP education and compare and analyze the difference in that perception between the two groups.

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The Influence of Transformational Leadership Exhibited by Organizational Leaders on Organizational Commitment: Focusing on the Mediating Effect of Knowledge Management Activities (상사의 변혁적 리더십이 조직몰입에 미치는 영향 : 지식경영활동의 매개변수를 중심으로)

  • Ryu, Yeon-Hwa;Song, Kyung-Soo;Koo, Ja-Hyun
    • Management & Information Systems Review
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    • v.34 no.3
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    • pp.273-302
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    • 2015
  • This empirical study analyzed the influence of transformational leadership on knowledge management activities and organizational commitment, and examined the mediating effect of knowledge management in the relationship between transformational leadership and organizational commitment. A survey was employed as the research method. The survey targeted 635 participants working in the service, manufacturing, and IT industries. The results were used to compare and analyze the relationships among industry-specific variables. Transformational leadership is defined as the tendency to strive for change and innovation despite the achievement of objectives, develop the potential capabilities and strengths that each member of the organization possesses, amplify their self-esteem and passion, and lead them to surpass their expected objectives by stimulating positive strengths. Such type of leadership has been perceived as a precedent that enhances organizational effectiveness. In summary, this study has yielded the following results: First, the transformational leadership exhibited by organizational leaders was found to have a significant positive impact on knowledge management activities as well as organizational commitment. Second, knowledge management activities were found to have a significant positive influence on organizational commitment. Third, the transformational leadership exhibited by organizational leaders was found to have a partial mediating effect on the mediating role of knowledge management activities in the relationship with organizational commitment. Fourth, analyzing industry-wise, the influence of transformational leadership on knowledge management activities was the most significant in the service industry, which was also the case for the influence of knowledge management activities on organizational commitment. The influence of leaders' transformational leadership on organizational commitment was the most significant in the information technology industry. Finally, based on the aforementioned research results, suggestions were made regarding the meaning of the influence of transformational leadership on knowledge management activities and organizational commitment and the differences by industry thereof, while also suggesting the limitations of this work.

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The Limitation of Air Carriers' Cargo and Baggage Liability in International Aviation Law: With Reference to the U.S. Courts' Decisions (국제항공법상 화물.수하물에 대한 운송인의 책임상한제도 - 미국의 판례 분석을 중심으로 -)

  • Moon, Joon-Jo
    • The Korean Journal of Air & Space Law and Policy
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    • v.22 no.2
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    • pp.109-133
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    • 2007
  • The legal labyrinth through which we have just walked is one in which even a highly proficient lawyer could easily become lost. Warsaw Convention's original objective of uniformity of private international aviation liability law has been eroded as the world community ha attempted again to address perceived problems. Efforts to create simplicity and certainty of recovery actually may have created less of both. In any particular case, the issue of which international convention, intercarrier agreement or national law to apply will likely be inconsistent with other decisions. The law has evolved faster for some nations, and slower for others. Under the Warsaw Convention of 1929, strict liability is imposed on the air carrier for damage, loss, or destruction of cargo, luggage, or goods sustained either: (1) during carriage in air, which is comprised of the period during which cargo is 'in charge of the carrier (a) within an aerodrome, (b) on board the aircraft, or (c) in any place if the aircraft lands outside an aerodrome; or (2) as a result of delay. By 2007, 151 nations had ratified the original Warsaw Convention, 136 nations had ratified the Hague Protocol, 84 had ratified the Guadalajara Protocol, and 53 nations had ratified Montreal Protocol No.4, all of which have entered into force. In November 2003, the Montreal Convention of 1999 entered into force. Several airlines have embraced the Montreal Agreement or the IATA Intercarrier Agreements. Only seven nations had ratified the moribund Guatemala City Protocol. Meanwhile, the highly influential U.S. Second Circuit has rendered an opinion that no treaty on the subject was in force at all unless both affected nations had ratified the identical convention, leaving some cases to fall between the cracks into the arena of common law. Moreover, in the United States, a surface transportation movement prior or subsequent to the air movement may, depending upon the facts, be subject to Warsaw, or to common law. At present, International private air law regime can be described as a "situation of utter chaos" in which "even legal advisers and judges are confused." The net result of this barnacle-like layering of international and domestic rules, standards, agreements, and criteria in the elimination of legal simplicity and the substitution in its stead of complexity and commercial uncertainty, which manifestly can not inure to the efficient and economical flow of world trade. All this makes a strong case for universal ratification of the Montreal Convention, which will supersede the Warsaw Convention and its various reformulations. Now that the Montreal Convention has entered into force, the insurance community may press the airlines to embrace it, which in turn may encourage the world's governments to ratify it. Under the Montreal Convention, the common law defence is available to the carrier even when it was not the sole cause of the loss or damage, again making way for the application of comparative fault principle. Hopefully, the recent entry into force of the Montreal Convention of 1999 will re-establish the international legal uniformity the Warsaw Convention of 1929 sought to achieve, though far a transitional period at least, the courts of different nations will be applying different legal regimes.

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Examining the Relationship Among Restaurant Brand Relationship Quality, Attribution, and Emotional Response After Service Failure Experience (서비스 실패 경험 후 레스토랑 브랜드 품질, 귀인 및 감정반응 관계분석)

  • Jang, Gi-Hwa;Song, Soo-Ik;Oh, Sung-Cheon
    • Journal of the Korean Applied Science and Technology
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    • v.35 no.4
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    • pp.1120-1133
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    • 2018
  • The purpose of this study is to validate the failure attribution factors affecting emotional changes after a failed service by local restaurant users, and the relapse effects of the perceived failure of a customer's brand relationship. In this study, the implications of this study can be divided into the null theory and the homogenous theory, in which the study of the relationship between individual belief that influences the null theory and the post-gender emotional response is minimal. The independence of the crash response (angerous VS compassion) has been equally validated as building a belief-gathering-emotion three-step model. First, emotional BRQ (intimate and love) has a reduction effect on controllable geeks, and behavioral BRQ (relative existence) has an extended effect on controllable geeks. From a management perspective, restaurant managers should be less aware of the repeatability of a customer's service failure and call for customer sympathy. Integratedly, restaurant managers must control the customer's perception of service failure and restore the impact of the customer's BRQ on emotional reactions. A variety of service recovery measures should be established and the cerumen should be controlled. In addition, since BRQs have different effects on anger and sympathy (extended VS), different service failure recovery plans should be presented depending on the characteristics of the customer BRQ. For example, measures such as monetary compensation or fair dealing, emotional distribution to close and loving customers, and persuasion of reciprocal benefits to interdependent customers should be developed according to circumstances. This study explored the effectiveness of the geeks after a service failure and has limitations that do not take into account the various regulatory factors in the BRQ-return-Empression process. Thus, in further studies, the effects of adjusting service failure strength should be considered and a more complete model should be built.

Analysis of the impact of mathematics education research using explainable AI (설명가능한 인공지능을 활용한 수학교육 연구의 영향력 분석)

  • Oh, Se Jun
    • The Mathematical Education
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    • v.62 no.3
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    • pp.435-455
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    • 2023
  • This study primarily focused on the development of an Explainable Artificial Intelligence (XAI) model to discern and analyze papers with significant impact in the field of mathematics education. To achieve this, meta-information from 29 domestic and international mathematics education journals was utilized to construct a comprehensive academic research network in mathematics education. This academic network was built by integrating five sub-networks: 'paper and its citation network', 'paper and author network', 'paper and journal network', 'co-authorship network', and 'author and affiliation network'. The Random Forest machine learning model was employed to evaluate the impact of individual papers within the mathematics education research network. The SHAP, an XAI model, was used to analyze the reasons behind the AI's assessment of impactful papers. Key features identified for determining impactful papers in the field of mathematics education through the XAI included 'paper network PageRank', 'changes in citations per paper', 'total citations', 'changes in the author's h-index', and 'citations per paper of the journal'. It became evident that papers, authors, and journals play significant roles when evaluating individual papers. When analyzing and comparing domestic and international mathematics education research, variations in these discernment patterns were observed. Notably, the significance of 'co-authorship network PageRank' was emphasized in domestic mathematics education research. The XAI model proposed in this study serves as a tool for determining the impact of papers using AI, providing researchers with strategic direction when writing papers. For instance, expanding the paper network, presenting at academic conferences, and activating the author network through co-authorship were identified as major elements enhancing the impact of a paper. Based on these findings, researchers can have a clear understanding of how their work is perceived and evaluated in academia and identify the key factors influencing these evaluations. This study offers a novel approach to evaluating the impact of mathematics education papers using an explainable AI model, traditionally a process that consumed significant time and resources. This approach not only presents a new paradigm that can be applied to evaluations in various academic fields beyond mathematics education but also is expected to substantially enhance the efficiency and effectiveness of research activities.

Comparative Study on Perceived Effectiveness of Suncheon Bay International Garden Expo - 2013 and 2023 with a Focus on Visitors - (순천만국제정원박람회 개최효과 인지 비교 연구 - 2013, 2023년 방문객을 중심으로 -)

  • Kim, Tai-Won;Kim, Gunwoo
    • Journal of the Korean Institute of Landscape Architecture
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    • v.51 no.6
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    • pp.1-11
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    • 2023
  • By comparing and analyzing the effects of the 2013 Suncheon Bay International Garden Expo and the 2023 Suncheon Bay International Garden Expo, designated as Korea's first national garden, this study aims to present basic data for the future operation direction and sustainability strategy. First, in both fairs, satisfaction throughout the event was high, 4.0 or higher. In particular, the satisfaction level of the 2023 Suncheon Bay International Garden Expo was higher than that of the 2013 Suncheon Bay International Garden Expo. As the longest international event held since the COVID-19 pandemic, it reflected the citizens' demand for healing and recharging in natural spaces. Second, as a result of comparing the types of perceptions that affected satisfaction, it was found that economic, environmental, and ecological types commonly affected satisfaction at the 2013 and 2023 Suncheon Bay International Garden Expo. The 2013 Suncheon Bay International Garden Expo established the brand value as an "ecological city" by creating a garden in the city center along with an ecological resource called Suncheon Bay. In addition, the 2023 Suncheon Bay International Garden Expo expanded the scope of the garden to the entire city center. It also attempted to create a city where humans and nature coexist by realizing values, such as responding to climate change and carbon neutrality. In other words, one of the ways to secure urban competitiveness is to attract corporate investment and tourists and build a differentiated brand in Suncheon by promoting the 2023 fair based on the potential ecological values of the region after the 2013 Suncheon Bay International Garden Expo. Therefore, if the Suncheon Bay International Garden Expo continues to develop environmental and ecological content and programs in line with changes in society and tries to establish itself in citizens' perception through cooperation with local governments and residents, it will be able to establish its identity and brand power.