• Proceedings of the Korea Information Processing Society Conference
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• 2015.04a
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• pp.463-465
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• 2015

사물인터넷 (IoT), 핀테크(Fintech) 등 새로운 기술의 등장으로 보안성에 대한 부분이 커지고 있다. 모든 사물이 인터넷과 연결되는 사물인터넷 기술로 인해 악성행위와의 접점이 크게 증가했으며, 핀테크(Fintech)는 전통적인 보안시스템의 개혁을 요구하고 있기 때문이다. 사물인터넷 환경에서 이루어지는 간편 인증 결제시스템이 발전함에 따라 다양한 보안위협요소가 발생할 것으로 예상한다. 접점의 증가로 인해 고객이 실수로 악성코드를 받게 될 가능성과 사물인터넷의 핵심 기능인 원격접속에 대한 위협이 대표적인 예라고 할 수 있다. 그러나 현재 고객의 단말을 강제로 통제할 수 있는 방법이 전무한 상황이고, 향후 서비스에서 필요한 고객정보수집과 활용에 대한 정책이 필요한 시점에서 발생할 수 있는 해킹 기법을 제안하고자 한다.

• Asia Marketing Journal
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• v.6 no.1
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• pp.1-16
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• 2004

서비스품질의 차원과 위계에 대한 논의가 최근 들어 늘어나고 있다. 그 이유는 서비스품질, 고객만족, 고객의 긍정적 행동의향, 수익성 간의 선순환 때문이다. 차원모델은 SERVQUAL과 SERVPERF 모델이 있고 위계모델은 Grönroos(1984)모델과 미국학자들이 개발한 모델이 대표적이다. 최근들어 이들을 결합한 하이브리드모델이 제안되고 있다. 하지만 기존의 하이브리드모델은 차원과 위계를 결합하여 일반성은 높지만 위계를 정하는 이론적 근거가 분명하지 않다. 본 연구는 욕구위계이론 중 Herzberg(1968)의 두 요인이론에 근거하여 서비스품질의 위계모델을 제시하려 한다. 이를 위해 CIT로 판매접점에서 고객이 느끼는 결정적 사건(critical incidents)을 조사하였다. 먼저 중복요인과 단독요인으로 나누고 각각을 다시 불만족중심과 만족중심으로 나눌 때 이들 결정적 사건이 잘 분류되었다. 분류결과 신뢰성은 불만족중심 중복요인, 응답성은 만족중심 중복요인, 공감성은 단독만족요인으로 나타났다. 본 연구에서 제시하는 서비스품질의 욕구위계모델에 따르면 신뢰성, 응답성, 공감성의 순으로 서비스품질이 중요하다. 확신성과 유형성은 따로 분류되는 결정적 사건이 없어 만족, 불만족 요인을 도와주는 조절요인으로 볼 수 있다.

• Journal of Korea Society of Industrial Information Systems
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• v.27 no.5
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• pp.99-117
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• 2022

This study examines the effect of customer experience management capability of a bank and job satisfaction and customer orientation of the frontline employee in bank. The proposed research model and developed hypotheses were tested using structural equations modeling based on data collected from 321 employees working in banks. The results of the study confirm the positive effects of employee training, employee empowerment, employee evaluation, cross functional work of customer experience management capability is job satisfaction and customer orientation. But channel integration is not supported job satisfaction and customer orientation. Performance management influenced customer orientation through job satisfaction. The study provides On a theoretical level valuable insights into the customer experience management competency at the organizational unit and but there is also a limitation that firms the is limited.

• Journal of Fashion Business
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• v.14 no.2
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• pp.27-41
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• 2010

The purpose of this study is to investigate the relationship between service orientation of fashion organization and employee's customer orientation. For this study, salespersons in clothing stores were selected as the subjects. We used 4 factors SERV*OR Scale: service leadership, human resource management, employee's empowerment, service system as an organizational service orientation. The results are as follows: First, Service Orientation of the company in fashion field affects the employee's customer orientation. In other words, a fashion company with a higher service orientation will have employees with a higher customer orientation. Second service orientation factors revealed differences depending on the store. Department stores had no effect on factors such as employee's empowerment, service system, but agency stores and outlet stores had effects on all factors. This influential factor is created due to the difference in fashion distribution. Human resource management especially seemed to carry weight among the factors in all stores. So, first and foremost fashion companies should make efforts on education, training of employee.

• Asia Marketing Journal
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• v.2 no.1
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• pp.65-82
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• 2000

McCarthy(1960) 이후 오랫동안 4P 스키마타에 대한 논의가 없다시피하다가 Waterschoot and Van den Bulte(1992)가 특히 촉진믹스에 문제가 많음을 지적함으로써 마케팅믹스 분류체계에 대한 논의가 다시 시작되었다. 하지만 이들 논의 내용 또한 '4P 스키마타'를 재해석하는 정도이지 이를 넘어서지는 못하고 있다. 필자들은 4P 스키마타의 한계점을 Hunt(1983, 1991)의 스키마타 평가기준에 따라 크게 네 가지로 지적한다. 먼저 분류대상의 속성이나 특징이 명확하지 않고, 다음으로 실무의 흐름을 제대로 반영하지 못하여 유용성에 문제가 있으며, 세 번째로 분류된 범주간에 배타성과 포괄성이 부족하다. 끝으로 4P 간에 순서나 위계가 없어 문제의 진단이나 투자의 효율성을 논의하기가 어렵다. 이런 점들을 고려하여 연구자들은 4P를 원점활동과 접점활동으로 나누고 Parasuraman, Zeithaml, and Berry(1985; 1988 a,b; 1994)의 갭 모델을 원용하여 마케팅믹스의 새로운 분류체계인 '갭 스키마타'를 제안한다. 접 스키마타는 고객 갭과 마케터 갭 1, 2, 3, 4로 구성된다. 고객 갭이란 고객의 기대와 지각간의 차이 즉, 고객만족을 뜻하고 갭 1이란 마케팅조사를, 갭 2, 3은 원점활동을, 갭 4는 접점활동을 지칭하다. 원점활동인 갭 2란 상품기획, 브랜딩, 가격책정으로 구성되며; 갭 3은 광고 및 판촉으로 구성되고; 집 4는 유통 및 물류, 인적판매내지는 영업, 고객서비스로 구성된다.

• Culinary science and hospitality research
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• v.18 no.3
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• pp.121-136
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• 2012

The purpose of this study is to examine the structural relationships among restaurant service quality, customer value, customer satisfaction, and loyalty. Also, in the structural relationships, it intends to examine the mediating influence of customer value. In order to achieve the purpose of this study, consumers in their 20s and 30s who had the experience visiting to Korean style restaurants, fast food restaurants, pizza restaurants, and family restaurants in Daegu were surveyed through quota sampling. The survey was conducted for a month from May 20 to June 20, 2011, and total 459 copies of questionnaire were used for final analysis using IBM SPSS 19.0 and IBM AMOS 19.0. Analysis result showed that the restaurant service quality such as encounter service and food quality had a significant effect on customer value, customer satisfaction, and customer value on customer satisfaction and loyalty. In addition, it was found that the mediating role of customer value was significant in the influence of service encounter and food quality on customer satisfaction and loyalty.

• Journal of the Korean Society for Railway
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• v.15 no.3
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• pp.300-305
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• 2012

The saving of time, which is defined as the demand from passengers and the supply from the urban railway, must be balanced. The selected factors influencing on the balance are the traffic, customer contact facilities, the number of failures, customer complaints(VOC), passenger moving time and transfer stations. Also, the overall ratio of SMRT's 4 lines is generated by differentiating the rate of each attribute in each factor. This is not only to differentiate the stations with peculiar factors but also to standardize criteria of the personalized services. Furthermore, as part of standardization, standard drawings of facility management are prepared for the improvement on the management of human resource and material. The drawings include passenger moving lines, location of safety incidents and also indicate the rating of the factors in each station and overall evaluation rating. In conclusion, this thesis aims to improve customer satisfaction constantly by reducing passenger moving time, through the differentiated management of each station.

• Proceedings of the Korean DIstribution Association Conference
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• 2001.11b
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• pp.277-304
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• 2001

• Journal of Digital Convergence
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• v.12 no.1
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• pp.149-161
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• 2014

According to the economic advancement, the position of service industry in GDP has increased. Development of service industry has solved the employment issue and derived the activation of the internal market. It has contributed to demand creation in health care, education, and culture, enhancing competition of the manufacturing industry and entire economic development. By the development of information communication technologies, improvement of the quality of life from those, and changes in the competitive environment, customers, from businesses and public agencies, or the customer's needs are increasing. In these circumstances, companies are operating non-face-to-face contact call center for the purpose to communicate with customers, handle customer complaints, attract and retain new customers. In this study, to improve the performance of the non-face-to-face contact call center, this study tried to derive the call center's 'Service Process Modeling' and future policy assignment by analyzing the problem from the research of the service and process summary, performance evaluation, call center evaluation and etc.

• Land and Housing Review
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• v.3 no.3
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• pp.213-223
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• 2012

As the public sector has been facing many challenges arising from the global economy and experiencing major changes, public services are redefined and various modes to improve their quality are applied to the customer service area. This research addresses whether and to what degree the professional competence of public institutions affect the customer service, in particular the quality and delivery of housing welfare services. With the institutional competences consisting of three elements - customer centric culture of service delivery, information sharing, and service delivery channels, this study utilizes a questionnaire survey, and the collected data are analyzed by using the inferential statistics. The findings show that customer centric culture of service delivery and information sharing have positive impacts on the quality of housing welfare services while service delivery channels don't have any influence on it. The research results imply that the institutional competence in the public sector is critical in the quality and delivery of the housing welfare services.