Journal of the Korea Safety Management & Science (대한안전경영과학회지)

Korea Safety Management & Science (대한안전경영과학회)
권호 표지

A StudyOn the Maximization of Enterprise Equity through Customer Experience Management

고객경험관리를 통한 기업가치 극대화 방법에 관한 연구

  • Published : 2006.04.01
Download PDF
⟨ Previous Next ⟩

Abstract

Today the usage of DB already becomes an important issue for many companies' survival. Especially, the companies which have adopted CRM could not gain the return to be expected because of the lack of understanding about the relationship with customers. Professor Schmitt introduced 'the complete CEM(Customer Experience Management) model', but no specific methodology for analysis was introduced. Therefore, in this study we use HOQ, GA, and ANP to build 'the complete CEM model' and present the integrated CEM model based on the integrated analytic process to help the company's decision about the stage to be begun first out of 5 stages of CEM and the priorities of investment in customer experiences.

Keywords

References

  1. 윤민석, 이 영, 성삼경, 유지보수성 목표하의 소프트웨어 개발방법 평가에 관 한 실증연구: AHP기법을 중심으로, 한국경영과학회지, 제24권, 제4호, pp.141-156, 1999
  2. 정해동, 임도영 역, Schmitt, B. H. 저, CRM을 넘어 CEM으로, 한언, 2004
  3. 조근태 역, Saaty, T. L. 저, 네트워크 분석적 의사결정, 동현출판사, 2005
  4. Aczel, J. and C. Alsina, 'On synthesis of judgements', Socio-Economic Planning Sciences, Vol.20, Iss.6, pp.333-339, 1986 https://doi.org/10.1016/0038-0121(86)90044-3
  5. Aczel, J. and T. L. Saaty, 'Procedures for Synthesizing Ratio Judgements', Journal of Mathematical Psychology, Vol.27, No.1, pp.93-102, 1983 https://doi.org/10.1016/0022-2496(83)90028-7
  6. Bryson, N., 'Group decision making and the analytic hierarchy process: exploring the consensus-relevant information content', Computers & Operations Research, Vol. 23, Iss.1, pp.27-35, 1996 https://doi.org/10.1016/0305-0548(96)00002-H
  7. Butler, J. C., J. Jia, and J. S. Dyer, 'Simulation techniques for the sensitivity analysis of multi-criteria decision models', European Journal of Operational Research, Vol.103, Iss.3, pp.531-545, 1997 https://doi.org/10.1016/S0377-2217(96)00307-4
  8. Customer Insight Co., Ltd., Understanding the CEM(Customer Experience Management), http://www.customerinsight.co.kr, 2003
  9. Moffett, A., J. Dyer, and S. Sarkar, 'Integrating Biodiversity Representation with Multiple Criteria in North-Central Namibia Using Non-Dominated Alternatives and a Modified Analytic Hierarchy Process.', http://uts.cc.utexas.edu, 2005
  10. Saaty, T. L., The Analytic Network Process, RWS Publications, 1996
  11. Yeh, J. M., C. Lin, B. Kreng, and J. Y. Gee, 'A modified procedure for synthesising ratio judgements in the analytic hierarchy process', Journal of the Operational Research Society, Vol.50, No.8, pp.867-873, 1999 https://doi.org/10.1057/palgrave.jors.2600768
  12. http://web.zininzin.co.kr/, 학술정보 관리 전문기업