• Proceedings of the Korean Society of Computer Information Conference
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• 2012.07a
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• pp.115-118
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• 2012

현재 서비스 산업에서는 급변하는 고객의 욕구를 맞추기 위해 기업 간의 서비스 경쟁 심화 및 다양한 각도에서의 최상의 고객서비스를 제공하기 위한 노력이 지속적으로 시도되고 있다. 서비스 종사자들도 기업과 고객이 기대하는 고객 중심 서비스 제공에 기여하고 있다. 과도한 서비스 제공은 서비스 종사자의 감정적 스트레스 등과 같은 부작용을 발생시키고 있는데, 기업과 고객과의 접촉 채널로서의 중요한 역할에 임하는 콜센터 상담사들의 스트레스 해소는 업무 향상에 있어서 필요하다. 스트레스 해소를 위한 정신적인 긍정어 즉, 역경을 이겨내는 긍정의 힘이 '회복탄력성'으로서, 콜센터 상담사의 회복탄력성을 분석한 결과 근무경력과 업무 유형에 따라 차이를 보였다. 회복탄력성의 구성요소 중 감정통제력, 충동통제력, 원인분석력, 공감능력, 자기효능감은 근무경력에 따라 차이를 보였고, 낙관성, 공감능력은 업무 유형에 따라 차이가 나타났다.

• Journal of the Korea Computer Industry Society
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• v.2 no.11
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• pp.1445-1452
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• 2001

Internet system is now essential part of modern human life to get useful information totally by network. Moreover, in terms of travel agency business, the application of electronic commerce system using Internet is extremely important, because that providing and getting proper information is the focus to success in the business. They don't provide enough sub tools like keyboard searching function, sitemap and real-online reservation system. The bulletin board usually has a big role to gather visitors opinion, provide new information and Promotion their company to everyone.

• Journal of Digital Contents Society
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• v.19 no.1
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• pp.85-91
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• 2018

Most banks use only demographic information such as gender, age, occupation and address to segment customers, but they do not reflect financial behavior patterns of customers. In this study, we aim to solve the problems by using various big data in a bank and to develop customer segmentation method which can be widely used in many banks in the future. In this paper, we propose an approach of segmenting clustering blocks with bottom-up method. This method has an advantage that it can accurately reflect various financial needs of customers based on various transaction patterns, channel contact patterns, and existing demographic information. Based on this, we will develop various marketing models such as product recommendation, financial need rating calculation, and customer churn-out prediction based on this, and we will adapt this models for the marketing strategy of NH Bank.

• Journal of the Korean Society of Clothing and Textiles
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• v.31 no.7
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• pp.1107-1118
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• 2007

Relationship marketing research has traditionally focused on the relationship among customer satisfaction, trust, and customer commitment, while assuming that the causal relationship of customer $satisfaction{\rightarrow}trust{\rightarrow}commitment$ is well understand. However, recently many scholars argue that customer satisfaction, trust, commitment can not explain long-term orientation fully, and suggest the need for more extensive researches investigating the determinants of long-term relational retention. The purpose of this study was to explained the relationship development process through the mediation effect of contact intensity and relationship termination cost between customer satisfaction and trust, and between trust and commitment, and an analysis the causal relationship among these variables. The results were as follows. First, the customer satisfaction had both direct and indirect effects on trust mediated by contact intensity. Second, the trust had both direct and indirect effects on commitment mediated by relationship termination cost. Third, the commitment influenced long-term orientation. Finally, the empirical results confirmed that the model add to the concept of mediation with contact intensity and relationship termination cost plays a strong, central role in explaining relationship development process between customer and fashion retail stores.

• Journal of Internet of Things and Convergence
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• v.7 no.3
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• pp.39-46
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• 2021

This study aims to empirically analyze the effect of CRM on the management performance of senior club market type senior job business. The purpose of this study was to provide basic data for the economic income creation of senior club market type senior job project. The results of this study are as follows: First, as a result of verifying the difference in management performance according to sociodemographic characteristics, there was a difference in age, academic background, and monthly average income. Second, the contact service and communication of senior club market type senior job business had a positive effect on the management performance. Based on the results of this study, the following suggestions are made. First, the database(DB) should be constructed reflecting the personal characteristics of consumers and the big data and artificial intelligence analysis should be utilized. Second, education using Internet environment such as YouTube and ZOOM should be strengthened and communication management should be strengthened based on information collected through customer monitoring.

• The Journal of the Korea Contents Association
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• v.10 no.6
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• pp.344-351
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• 2010

Recently the demand for hospital care, while gradually increasing to expand the variety of new and carries on with the competition is faced. The quality of hospital services in this reality retain the right to survival and development of the hospital, the hospital, as well as the capabilities of the original competitive assessment is a key factor. Therefore, this study focused on hospital quality of service to the customer service center into contact with the contents of the results were comprehensive evaluation. In this study, a variable that is committed, the hospital service quality and customer satisfaction, and relationships about reuse of the hospital, the hospital's strategic management could be because of the foundation. The study quality of hospital services and customer satisfaction, and reuse of the impact of the relationship between the quality of service in the hospital, the patient happy, very significant according to the reuse of. A customer-centric future, these results provide guidelines for hospital management can be applied to further strengthen competitiveness are expected.

• Management & Information Systems Review
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• v.30 no.3
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• pp.191-215
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• 2011

Retailing service companies need to manage customer's behavior participating in service production and delivery process, while trying to differentiate from competitors with customer services. They also need to know the level of customer participation to make good use of customer participation in retailing service delivery process. Therefore, this paper expects to show the level of customer participation in domestic primary retailing service types. In details, this paper empirically identifies how different the level of customer participation is in four retailing service types-family restaurant, hair service, hospital service, educational service. As results, activity effort, communication effort, and compliance effort variables of customer participation were significantly in different level. But, sympathy effort variable of customer participation was not identified on the level of difference in four retailing service types. Additionally, hospital service showed the highest level of customer participation in four retailing service types, then family restaurant, education service, and hair service were in order. Judging these results, this paper suggests that the level of customer participation according to retailing service types would be different empirically. Also, this paper provides the opportunities to make properly good use of customer participation suitable to individual retailing type.

• Journal of Digital Convergence
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• v.15 no.6
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• pp.121-132
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• 2017

In this study, there is a purpose of research to secure competitiveness through the effective utilization of intangible corporate resources of founded enterprises. For this research, we conducted a survey on the way the customers who used the products of the BI center and founders less than 7 years evaluated the founded company. Schmitt's empirical element was examined as a theoretical background, and it was examined whether these empirical factors and attitudes acted as a preprocess in the decision-making process as a repurchase intention. The Result of research is as follows. First, It clearly indicated that customer experience and search experience affected the degree of re-purchase. Second, customer's experience (use experience, search experience, contact experience) were grasped with significant influence on customer's attitude. Third, we discovered that customer's attitude had mediated between customer's experience (use experience, search experience) and re-purchase. This research suggests that if we manage empirical factors well, we can increase the degree of re-purchase and cope appropriately with the limitations of small and medium enterprises.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2004.05a
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• pp.458-462
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• 2004

eSCM은 고객과의 주 접촉 수단으로써 다른 어떤 수단보다 비용절감과 시간적 공간적 제약을 극복할 수 있는 인터넷을 통해 공급체인을 구성하고 있는 모든 기업을 하나로 묶어 네트워크를 형성함으로써, 정보공유와 커뮤니케이션을 가능하게 하여 네트워크상의 모든 자원의 효율을 높이는 것을 목적으로 한다. 이러한 공급체인상의 모든 구성원 간의 통합이 실질적으로 효과를 나타내기 위해서는 조정된 방법으로 운영되어야 한다. 기업 환경의 새로운 변화에 유연하게 대처, 구성원간의 거래에서 정상 루트를 벗어난 예측하지 못했던 상황 즉, 고객의 변심에 따른 주문량 변경/취소, 계절적 요인으로 인한 주문량 폭주, 원자재/부품의 공급지연에 대한 납기 일정 수정 등에 대해 능동적이고 자율적으로 대처할 수 있는 공급체인 내에 Intelligent 기능을 가진 조정 에이전트를 적용한 개선된 공급체인 도입을 요구하고 있다. 따라서 본 연구에서는 eSCM의 구성원을 에이전트로 나타내어 이를 바탕으로 조정 에이전트 기반의 eSCM을 모델링하고 시뮬레이션을 통하여 그 조정 능력을 분석한다.

• Korean Business Review
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• v.23 no.2
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• pp.115-132
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• 2010

Kangwonland has been the only domestic casino and movement in casino industry has not been notable, but if more domestic casinos open in the future, it is inevitable those casino workers will move for the better remuneration and working condition. In this situation, in order to keep the previous customers and create new ones, we need to realize the importance of workers who lead customers' satisfaction. For this purpose, we need to find out the influential factors which affect the job satisfaction of the workers and try to turn the worker's satisfaction into good customer service. Despite the importance of casino workers, previous researches about casino industry focused only on economic effects, and there was few systematic research about the casino workers considering their job characteristics who provide services to customers in field. Therefore, this research aims to grasp influential factors of job satisfaction of casino dealers, analyze satisfaction and find out the ways to enhance the satisfaction. This will eventually help profit maximization of the casino company by improving the service quality. For this purpose, research was conducted whether job itself, relationship with the supervisors, promotion, remuneration, working environment affect the job satisfaction of the employees meaningfully and whether job satisfaction changes according to demographic characteristics.