• Journal of the Korea Society of Computer and Information
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• v.7 no.4
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• pp.211-219
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• 2002

The introduction of CRM alter production materials oriented into customer oriented, reengineering all process into customer's view and it means introduction of information system. This means introduction of information system which can support CRM strongly. This paper examines developmental transition of CRM marketing. proposes CRM approach and practical strategy. and CRM can embody Customer, Relationship. Management and System in many respects. It is desirable to build on CRM more serving than sell products in the Marketer's view point.

• Management & Information Systems Review
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• v.31 no.2
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• pp.231-251
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• 2012

Customer delight is critical to firm's success in today's competitive environment. This importance has led marketing scholars and practitioners to recommend that firms improve their customers' delight because it is a key to customer loyalty. However, researchers and practitioners have also begun to express concern on the process that underlies customers' delight-loyalty relationship. The purpose of this paper is to investigate this question: 'Does it really matter that firms delight to their customers to achieve greater customer loyalty?' The results from one experiment using a scenario method and the data collected by questionnaire real that delighted customers(offered an unexpected gift) were significantly more warmth, joy and loyalty than satisfied respondents(offered a free gift). The warmth dimension of delight influenced positively on loyalty in satisfied customer group. In delighted customer group, both warmth and joy influenced positively on loyalty.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2004.05a
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• pp.277-280
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• 2004

많은 기업들은 기업 내${\cdot}$외의 기술 및 서비스의 효율적인 통합 환경을 구축하기 위해 웹 서비스를 도입하고 있다. 구조화된 웹 서비스는 고객의 입장에서 그들의 요구를 만족시킬 수 있어야 하고, 공급자 입장에서는 경제성을 가지고 실행되어야 한다. 이 연구의 목적은 고객의 입장에서 여러 서비스 기준들을 만족시킬 수 있는 적합한 웹 서비스를 구성하는 방안을 탐구하는데 있다. 본 논문에서는 고객의 서비스에 대한 선호도를 고려하기위해 선점 목표계획법을 이용하여 웹 서비스를 구성한다. 이러한 접근법은 고객이 다중 우선순위를 가지고 있는 상황의 문제 해결 방안을 제시한다.

• 주류산업
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• v.19 no.2
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• pp.39-44
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• 1999

• 베이커리
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• no.8 s.433
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• pp.34-34
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• 2004

• Product Safety
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• s.24
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• pp.11-15
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• 1994

• Product Safety
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• s.31
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• pp.13-17
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• 1995

• Journal of the Korean hospital association
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• v.35 no.5 s.303
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• pp.76-86
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• 2006

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.14 no.5
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• pp.175-185
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• 2019

Despite the rapid growth and importance of social enterprises in recent years, most social enterprises have many limitations such as small business size, financial dependence on government, lack of professional management personnel and knowledge, and low consumer awareness. Therefore, empirical research in the field of marketing is needed for economic independence of social enterprises. This study is based on the following: First, the identity of the social enterprise and the self-image of the consumer, second, the functional correspondence between the consumer's expectation and actual performance of the social enterprise's product, and third, the social value of the social enterprise product, the purpose of this study was to examine the effects of consumer value consistency on customer satisfaction and loyalty to social enterprises. Finally, this study aimed to suggest the moderating role of social enterprise clubs in this process to give implications for the long-term marketing of social enterprises. The results of this study are as follows. First, self-image consistency, functional correspondence, and value correspondence all have positive effects on the satisfaction of social enterprise and its products and form a loyalty. Secondly, whether or not the social enterprise club belonged to them is a moderating variable that raises sensitivity in the effects of self image consistency and functional consistency on customer satisfaction and customer satisfaction on loyalty. It was found to be.

• Proceedings of the Korean Society of Computer Information Conference
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• 2018.01a
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• pp.201-202
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• 2018

본 논문에서는 국내에서는 처음으로 이용 고객의 변화를 3년간 추적하여 이용행태를 인지하고 대비하기 위해 적용한 방법으로서, 순고객추천지수(NPS : Net Promoter Score) 실사를 통한 고개의 심층 VOC(Voice of Customer)를 기반으로 분석한 방식이다. KISTI의 해외과학기술자네트워크(KOSEN : The Global Network of Korean Scientists & Engineers)의 서비스에 대한 고객만족도를 기반으로 하여 충성고객을 예측할 수 있는 프레임워크를 구축하는 것이다. 이를 위해 서비스를 경험한 500여명의 의사결정자를 대상으로 해외과학기술자네트워크 서비스에 대한 고객충성도를 분석하였다. 이와 같은 연구결과는 인터넷 등 정보의 발달로 고객의 긍정적 또는 부정적인 구전이 급속도로 노출되는 환경에서 고객의 만족도를 관리함으로써 충성고객을 확보하는데 사전 예측자료로 활용될 수 있다.