Effects of Customer Relationship Management of Productive Welfare Institutions on Management Performance

생산적복지기관의 고객관계관리(CRM)가 경영성과에 미치는 영향

  • Lee, Jin-Yeol (Department of Welfare and Management, Tongmyong University)
  • 이진열 (동명대학교 복지경영학과)
  • Received : 2019.08.29
  • Accepted : 2019.10.20
  • Published : 2019.10.28


In this study, the effect of customer relationship management on the management performance of productive welfare institutions was to be analyzed empirically. For this study, data were collected from 129 participants of productive welfare institutions in Busan. The results of this study are as follows. First, contact services and communication have a statistically significant impact on the financial performance of productive welfare institutions. Second, contact services and communication have a statistically significant impact on non-financial performance of productive welfare institutions. Based on the results of this study, the following suggestions are made. First, institutionalization of CS(customer service) education should be carried out in order to improve the management performance of productive welfare institutions. Second, participants' emotional support programs are needed to improve the management performance of productive welfare institutions.


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