• Journal of Information Technology Applications and Management
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• v.12 no.2
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• pp.79-106
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• 2005

This study, by adopting case study methodology, is focused on examining the present state and analyzing the cause of the digital divide, and suggesting policies for bridging the divide, specifically in view of SMEs. We have taken cases of manufacturing companies, visiting and interviewing 18 SMEs in 10 APEC member economies which show sharp difference in usage of ICT. In order to analyze the digital gap among SMEs, we used 5 variables that are composed of computer hardware, computer software, Internet, readiness of ICT, and performance of ICT adoption, while categorizing the cases into low and high tier based on the national ICT index. From a computer hardware perspective, the high tier (0.66) has almost double the number of PC’s per employee, compared with the low tiers (0.34). This gap can be explained by financial availability of low income and high tariff in the developing economies. In the computer software perspective, the SMEs in the low tier had some restrictive use of computer applications such as financial and accounting management and document management, while those in the high tier enjoyed more diversity in the use of applications such as inventory management, sales management, financial and accounting management, procurement management, CRM, and ERP. In view of the readiness of ICT, the difference in ICT infrastructure and financial status between the low and high tier was far wider than any other variables. As a result of ICT adoption, SMEs benefited in view of learning and growth, internal business processes, customer service, and financial affairs. To effectively bridge the digital divide between the low and high tier, actions such as setting up a secondary market of used computers among cooperating developed and developing countries, developing and diffusing good business applications, and building speedy, low-cost telecommunication infrastructures should be taken.

• Korea Journal of Hospital Management
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• v.28 no.4
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• pp.33-46
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• 2023

Purpose: This study analyzed the research published in KCI-registered journals related to healthcare marketing for the last 27 years from 1995 to 2022 to identify academic research trends, the specificity of the healthcare field and to suggest future research directions. Methodology: A total of 213 articles were selected for this study, and a descriptive analysis of the period and journals was conducted, as well as the analysis of research topics and keywords from the perspective of marketing strategy factors and performance factors. Findings: A total of 213 articles related to healthcare marketing have been published in the last 27 years. The descriptive analysis showed a steady quantitative increase, but the STP field showed a decreasing trend, and many papers were mainly published in the Korean Journal of Hospital Management. According to the analysis of research topics and keywords, STP field will be hard to become an active research topic in the future, and even in the 7P field, only Product, People, and Process can be researched according to medical law regulations, and other factors such as PX & WOM, CRM, and the Internet fields are expected to be research topics. Implications: Through the analysis of research trends over the past 27 years, we were able to identify the specificity of the healthcare marketing field in Korea and suggest future research directions based on this.

• The Journal of the Korean life insurance medical association
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• v.24
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• pp.79-96
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• 2005

1. 연구배경과 문제제기 - 보험시장의 환경변화 : 보험업법 개정, 방카슈랑스 도입, 고(高)보장성 생존급부(CI, LTC)상품의 등장, 통신판매 전문보험회사의 설립 허용 - 현행 언더라이팅 시스템의 문제점 : 위험난이도와 판매 채널별 특성이 고려되지 않고 언더라이터에 전건 배정 되어 업무의 효율성이 낮음 - 보험시장의 환경변화에 맞는 EUS(Expert Underwriting System) 도입으로 언더라이팅의 효율성을 증대하고자함 2. 국내/외 생보사 언더라이팅 시스템 현황 비교 및 개선방안 - 국내 언더라이팅 시스템 현황 : 청약서 입력/스캔 후 진단 및 적부 유무(有無)에 따라 자동으로 언더라이터에게 심사가 배정됨 - 미국 언더라이팅 시스템 현황 : EUS에 의한 1차 전산승낙여부 결정 후(後)언더라이터에게 심사가 배정됨 - 위험난이도의 고저(高低)와 관계없이 언더라이터에 배정되는 심사시스템의 문제점을 극복하고 체계적인 위험평가를 위해 EUS도입이 필요함 3. EUS 선행요건 - 고객정보의 확보 - 국내 생보사의 고객정보 수집원 : 청약서, 모집인 보고서, 건강진단서,적부조사, 보험사고정보조회시스템 (ICPS), 고액보험 및 상해보험 중복가입자에 대한 정보 교환제도 - 북미 생보사의 고객정보 수집원 : 청약서, 모집인 보고서, 의사소견서 및 진료기록서, 건강검진, 적부조사, 정보교환제도( 북미보험사간 의료정보 공유-MIB) - 정확한 고객정보의 확보방안 : 법률/제도의 정비, 청약서 질문 내용의 세분화, 의료정보교환제도의 구축 4. EUS 개요 및 현황 - EUS의 정의: 고객의 정보를 입력하여 청약부터 보험증권 발행 단계까지 One-Stop 서비스를 제공하는 것으로 언더라이터가 청약서를 가지고 언더라이팅 하는 것과 동일한 업무를 할 수 있는 전문가 시스템 - EUS의 장점: (1) 비용절감 및 인력의 효율적 활용 (2) 업무별 시스템화 되는 조직속성에 적합함. (3) 언더라이팅 정책이 경영 환경 변화에 대처하는데 신속함 - 국외 EUS 현황 (예: Cologne Re) 및 사례연구 5. 위험분류 및 EUS 개요현황 (언더라이팅 시스템 도입) - 위험관리 선행요건으로 위험요소별 분류가 체계적으로 수립되어야 함. - 데이터웨어하우스 (의사결정을 목적으로 설계된 조회와 분석이 가능한 통합된 정보저장소) 시스템 사용 - EUS 도입을 통한 언더라이팅 프로세스: 데이터마이닝 과정을 통해 "자동승낙, 언더라이터에게 심사배정, 적부의뢰, 진단의뢰, 텔레 언더라이터, 보완지시"등이 결정됨. 6. 판매채널별 EUS 활용방안 - 대면채널: 효용성 높은 정보제공과 정확한 위험분석이 가능한 시스템으로 고(高)보장, 고(高)위험 상품에 대해 언더라이터가 집중 심사 할 수 있게 함. - 방카슈랑스: 3S(간결, 신속, 서비스)의 특성에 맞는 전과정 무인자동심사시스템 - 비대면채널: 판매상품과 타겟시장을 명확히 한 후 도덕적 위험과 재무적 위험에 대한 평가시스템 및 의사결정 시스템을 도입 7. 결론 - EUS 도입의 기대효과 (1) 심사기일의 단축으로 고객만족 실현 (2) 체계적 과학적 리스크 관리로 위험률차익 증대에 기여 (3) 업무효율의 증대와 언더라이터의 역량강화 (4) CRM 활용증대와 모바일 청약시스템 구축의 근간 - EUS 도입시 경제적 법률적 제도적 문제 극복과 생보 업계 공동의 관심과 노력이 필요함 - EUS를 활용하여 종합적.체계적 리스크 관리가 가능한 금융회사로의 경쟁력 향상에 기여함.

• Analytical Science and Technology
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• v.28 no.6
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• pp.417-424
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• 2015

In this study, the relationship between selenoprotein concentrations in blood and stomach cancer have been searched for Korean. The concentration of each selenoprotein in blood serum was analyzed and the correlation between the concentration and stomach cancer was studied to find a potential for using Selenium as a biomarker. In concentration determination, a simple calibration curve method was used with the monitoring of m/z 78 without the use of solid phase extraction. This is a lot more simple than the method using SPE with post column isotope dilution. The result obtained from the analysis of CRM BCR-637, 72.20±3.35 ng·g⁻¹, showed similar value of reference value (81±7 ng·g⁻¹). The total concentration of Se for the controlled group, cardiovascular patients group, was 105.70±21.20 ng·g⁻¹. This value was the same as normal healthy person reported earlier. Each selenoprotein concentration of GPx, SelP and SeAlb was 26.12±7.84, 65.15±14.50, 14.43±6.99 ng·g⁻¹, respectively. The distribution of each selenoprotein was 24.7%, 61.6%, and 13.7%, which was similar to the normal person. The result of stomach cancer patients, the total concentration of Se was 76.11±28.12 ng·g⁻¹ and each concentration of GPx, SelP and SeAlb was 15.41±9.01, 50.83±17.91, and 9.87±5.21 ng·g⁻¹, respectively. The total and each selenoprotein concentration level showed significant decrease for the stomach cancer patients. The level of decrease was 41.0% for GPx, 22.0% for SelP, and 31.6% for SeAlb. However, the distribution of each selenoprotein was not much different. Either total Selenium or each selenoprotein could be used as a possible index for the diagnosis of cancer. However, in age group study, it is shown that young age group (30's-40's) did not show much difference.

• Journal of Intelligence and Information Systems
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• v.26 no.4
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• pp.111-126
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• 2020

Most industries have recently become aware of the importance of customer lifetime value as they are exposed to a competitive environment. As a result, preventing customers from churn is becoming a more important business issue than securing new customers. This is because maintaining churn customers is far more economical than securing new customers, and in fact, the acquisition cost of new customers is known to be five to six times higher than the maintenance cost of churn customers. Also, Companies that effectively prevent customer churn and improve customer retention rates are known to have a positive effect on not only increasing the company's profitability but also improving its brand image by improving customer satisfaction. Predicting customer churn, which had been conducted as a sub-research area for CRM, has recently become more important as a big data-based performance marketing theme due to the development of business machine learning technology. Until now, research on customer churn prediction has been carried out actively in such sectors as the mobile telecommunication industry, the financial industry, the distribution industry, and the game industry, which are highly competitive and urgent to manage churn. In addition, These churn prediction studies were focused on improving the performance of the churn prediction model itself, such as simply comparing the performance of various models, exploring features that are effective in forecasting departures, or developing new ensemble techniques, and were limited in terms of practical utilization because most studies considered the entire customer group as a group and developed a predictive model. As such, the main purpose of the existing related research was to improve the performance of the predictive model itself, and there was a relatively lack of research to improve the overall customer churn prediction process. In fact, customers in the business have different behavior characteristics due to heterogeneous transaction patterns, and the resulting churn rate is different, so it is unreasonable to assume the entire customer as a single customer group. Therefore, it is desirable to segment customers according to customer classification criteria, such as loyalty, and to operate an appropriate churn prediction model individually, in order to carry out effective customer churn predictions in heterogeneous industries. Of course, in some studies, there are studies in which customers are subdivided using clustering techniques and applied a churn prediction model for individual customer groups. Although this process of predicting churn can produce better predictions than a single predict model for the entire customer population, there is still room for improvement in that clustering is a mechanical, exploratory grouping technique that calculates distances based on inputs and does not reflect the strategic intent of an entity such as loyalties. This study proposes a segment-based customer departure prediction process (CCP/2DL: Customer Churn Prediction based on Two-Dimensional Loyalty segmentation) based on two-dimensional customer loyalty, assuming that successful customer churn management can be better done through improvements in the overall process than through the performance of the model itself. CCP/2DL is a series of churn prediction processes that segment two-way, quantitative and qualitative loyalty-based customer, conduct secondary grouping of customer segments according to churn patterns, and then independently apply heterogeneous churn prediction models for each churn pattern group. Performance comparisons were performed with the most commonly applied the General churn prediction process and the Clustering-based churn prediction process to assess the relative excellence of the proposed churn prediction process. The General churn prediction process used in this study refers to the process of predicting a single group of customers simply intended to be predicted as a machine learning model, using the most commonly used churn predicting method. And the Clustering-based churn prediction process is a method of first using clustering techniques to segment customers and implement a churn prediction model for each individual group. In cooperation with a global NGO, the proposed CCP/2DL performance showed better performance than other methodologies for predicting churn. This churn prediction process is not only effective in predicting churn, but can also be a strategic basis for obtaining a variety of customer observations and carrying out other related performance marketing activities.

• Journal of Distribution Science
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• v.9 no.4
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• pp.5-13
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• 2011

This study provides analysis of the effectiveness of domestic marketing strategies of the Korean coffee shop "Caffe Bene". It bases its evaluation on statistical outputs of 'choice attributes,' "market segmentation," demographic characteristics," and "satisfaction differences." The results are summarized in four points. First, five choice attributes were extracted from factor analysis: price, atmosphere, comfort, taste, and location; these are related to coffee shop selection behavior. Based on these five factors, cluster analysis was conducted, with statistical results classifying customers into three major groups: atmosphere oriented; comfort oriented; and taste oriented. Second, discriminant analysis tested cluster analysis and showed two discriminant functions: location and atmosphere. Third, cross-tabulation analysis based on demographic characteristics showed distinctive demographic characteristics within the three groups. Atmosphere oriented group, early-20s, as women of all ages was found to be 'walking down the street 'and 'through acquaintances' in many cases, as the cognitive path, and mostly found the store through 'outdoor advertising', and 'introduction'. Comfort oriented group was mainly women who are students in their early twenties or professionals, and appeared as a group to be very loyal because of high recommendation to other customers compared to other groups. Taste oriented group, unlike the other group, was mainly late-20s' college graduates, and was confirmed, as low loyalty, with lower recommendation activity. Fourth, to analyze satisfaction differences, one-way ANOVA was conducted. It shows that groups which show high satisfaction in the five main factors also show high menu satisfaction and high overall satisfaction. This results show that segmented marketing strategies are necessary because customers are considering price, atmosphere, comfort, taste, location when they choose coffee shop and demographics show different attributes based on segmented groups. For example, atmosphere oriented group is satisfied with shop interior and comfort while dissatisfied with price because most of the customers in this group are early 20s and do not have great financial capability. Thus, price discounting marketing strategies based on individual situations through CRM system is critical. Comfort oriented group shows high satisfaction level about location and shop comfort. Also, in this group, there are many early 20s female customers, students, and self-employed people. This group customers show high word of mouth tendency, hence providing positive brand image to the customers would be important. In case of taste oriented group, while the scores of taste and location are high, word of mouth score is low. This group is mainly composed of educated and professional many late 20s customers, therefore, menu differentiation, increasing quality of coffee taste and price discrimination is critical to increase customers' satisfaction. However, it is hard to generalize the results of study to other coffee shop brand, because this study have researched only one domestic coffee shop, Caffe Bene. Thus if future study expand the scope of locations, brands, and occupations, the results of the study would provide more generalizable results. Finally, research of customer satisfactions of menu, trust, loyalty, and switching cost would be critical in the future study.

• Fashion & Textile Research Journal
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• v.14 no.4
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• pp.614-628
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• 2012

The purpose of this study was to analyze research trends and make suggestions regarding the future of information technology (IT) in the fashion industry. In this study, 437 papers written regarding IT fashion from five major journals published between 2000 and 2011 were examined. The research areas were then organized by subject and keyword, and divided into 16 high-context categories. Two IT fashion maps were constructed, one from a fashion consumer's perspective, and the other based on the fashion industry's supply chain. This study identified important trends in IT fashion such as: 3D scanners, 3D digital renderings of the human form, 3D digital garments, smart garments, mass customization, production automation, online shopping, home shopping, online communities, e-commerce, digital media, virtual reality, e-tail, the digital generation, E-CRM, and education. Data from body scans was collected and applied to production, and research on smart textiles was also carried out. As for IT fashion's service areas, the majority of the research focused on online shopping or online communication. Additionally, research done on avatars and cyber space, and studies on social networking services are shown. The results of this study indicated that a new field of research has opened and that current research has been developing. Also, this study showed what is needed to expand and strengthen IT fashion.

• Culinary science and hospitality research
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• v.22 no.7
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• pp.267-280
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• 2016

Customer Experience Management (CEM) appeared as a complementary solution to overcome CRM limitations. CEM enhances profitability through building long-term relations with customers by understanding their experiences. This study aims at investigating the impact of customer experience quality on the willingness to pay more through customer satisfaction in the hotel businesses. The survey for this study was carried out on customers who had domestic hotel experience s within the last 6 months. Out of the 306 questionnaires retrieved, 225 valid responses were used for the empirical analysis that utilizied the statistical package programs SPSS 18.0 and AMOS 18.0. The research findings may be summarized as follows. First, as an outcome of the research hypothesis that each component of customer experience management would influence satisfaction, 'the peace of mind' & 'the moment of truth' were shown to have a significantly positive (+) impact on it. On the other hand, 'the product experience' was shown not to significantly influence it in a positive (+) way. Second, as an outcome of the research hypothesis that satisfaction would influence willingness to pay more. From the findings of the study, theoretical implications are as follows. It can be predicted that customer experience management will likely make customers more profitable because customers are willing to pay more with a sense of loyalty built through satisfaction of the hotel industry. In the practical implications, the dimension of experience quality examined by the study can be used as an index to measure and manage customer experience in the hotel industry.

• Information Systems Review
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• v.14 no.1
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• pp.37-65
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• 2012

This research aims to design and analyze a ubiquitous customer relationship management system based on near field communication which can be applied to stores in off-line environment. The existing customer relationship management system has been used mainly for stores in off-line environment to issue a royalty card, to stamp a seal on the purchase goods, and to manage the history of customers' visits and purchases. But, the existing system has two weaknesses; it makes difficult for a store manger not only to acquire a wealth of customer data but also to systematically manage the acquired data. In particular, the effectiveness and efficiency of the royalty card are questioned when a customer makes purchases in the store in that the customer frequently does not carry it or loses it. So, this research suggests a ubiquitous customer relationship management system where a tag for near field communications is attached to a store in off-line environment; a store manager can collect and manage easily customer's dada and customers can seamlessly acquire store's information. To do this, this research conducts the followings. First, we review the previous researches of customer relationship management to examine the concept of ubiquitous customer relationship management. Second, from the examination, we draw the factors to be considered in ubiquitous customer relationship management system based on near field communication. Third, we propose a scenario where the suggested system is used. Fourth, we analyze the participants' values and the process that will be used for the suggested system. Finally, we discuss the possibility of the application of this system to real business environment from various viewpoints.

• Analytical Science and Technology
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• v.5 no.4
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• pp.389-399
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• 1992

Liquid Chromatographic behavior of Pd(II) in Isonitrosoethylacetoacetate lmine, $Pd(IEAA-NR)_2$ (R=H, $CH_3$, $C_2H_5$, $n-C_3H_7$, $C_6H_5-CH_2$, $n-C_4H_9$) chelates were investigated by reversed-phase HPLC on Micropak MCH-5 column using methanol/water as mobile phase. The optimum conditions for the separation of $Pd(IEAA-NR)_2$ chelates were examined with respect to the effect of the flow rate, sample solvent, mobile phase strength and column temperature. It wass found that metal chelates were properly eluted in an acceptable range of capacity factor value($0{\leq}log\;k^{\prime}{\leq}1$). The dependence of the logarithm of capacity factor(k') on the volume fraction of water in the binary mobile phase was examined. Also, the dependence of k' on the liquid-liquid extration distribution ratio($D_c$) in methanol-water/n-alkane extration system was investigated. Both kinds of dependence are linear, which susggests that the retention of the electroneutral metal chelate is largely due to the solvophobic effect. Standard adsorption enthalpy changes (${\Delta}H^{\circ}$) and standard adsorption entropy changes (${\Delta}S^{\circ}$) of Pd(II) Isonitrosoethylacetoacetate imine chelates on Micropak MCH-5 column were calculated by measuring capacity factor with changing temperature of the column.