• Journal of Navigation and Port Research
• /
• v.30 no.1 s.107
• /
• pp.73-83
• /
• 2006

The purpose of this study is to analyze the dynamic market mechanism adopting relationship marketing techniques between the shipping companies and shippers. As shipping companies mainly rely on sales operation, the relational structure of shipping companies and shippers is considered to be one of the determinants in business performance and customer satisfaction In this respect, the characteristic relationship between sales person and shipping company takes an important roles in relationship marketing in shipping business industry. An empirical study was carried out to find out the determinants cf relationship quality and antecedent factors of characteristics in shipping companies and sales person.

• Journal of the Korean Operations Research and Management Science Society
• /
• v.29 no.4
• /
• pp.95-116
• /
• 2004

This study will attempt to build an integrated model of the customer satisfaction process with service encounter in a comprehensive point of view including the expectancy-disconfirmation theory, justice theory, and attribution theory. In addition, this study will attempt to examine the influence of service failure-related variables and service recovery-related variables on customer satisfaction in the airline firms' service failure and recovery situation. The results showed that the higher the controllability and severity of the failure, the more positive influence on expectancy of recovery and more negative influence on the recovery satisfaction increased. They also showed that the higher procedural recovery efforts and distributive/interactional recovery efforts, the more positive influence on perceived recovery performance and recovery satisfaction also increased. It was found that the recovery satisfaction with service encounter depended on the extent to which the customer's perception of recovery efforts confirmed the expectancy of recovery. Also it was found that perceived recovery performance has an effect on recovery satisfaction through the mediation of recovery disconfirmation indirectly as well as directly.

• Korea Journal of Hospital Management
• /
• v.5 no.1
• /
• pp.62-83
• /
• 2000

Client satisfaction(CS) has played an important role in the assessment of health service quality. Thus client satisfaction management(CSM) has been highlighted as one of strategic management. Specifically, the client satisfaction approach by moment of truth(MOT) makes significant contributions to the settlement of bottlenecks on client satisfaction. This research deals with the two issues of client satisfaction in large, small and medium sized hospitals. With regard to CS, one issue is to examine the difference of patient satisfaction through MOT between them and the other derives a strategy for improving client satisfaction from the viewpoint of small and medium sized hospitals. We use the survey data for 4 large and 14 small and medium sized hospitals in 1998. Major findings of this research can be summarized as follows: first, in case of outpatients, small and medium sized hospitals have a comparative advantage on contact-points of preparation and accounts over large ones. Second, while inpatients in small and medium sized hospitals are very satisfied with the contact-point of accounts, they are dissatisfied with the contact-points of facilities and hospital rooms. Under the given budget and time constraints, the settlement of these bottlenecks could be effective strategies for improving their patients' satisfaction.

• Journal of the Korea Fashion and Costume Design Association
• /
• v.17 no.3
• /
• pp.149-158
• /
• 2015

More weight is given today to the role and capacity of fashion shopmasters who stand in direct contact with customers at department stores. The present study examines relationship between the stress factors and the job satisfaction by fashion shopmasters. The questionnaires was prepared 300 fashion shopmasters who work at fashion brand shops for ladies' formal and casual dress in department stores located in Chungcheong provincial areas from Aug. 5 to 23, 2013. Out of the distributed questionnaires, 270 were returned and 256 were put to the final analysis after excluding those that were replied unfaithfully. The second stage was to collected data underwent frequency analysis, factor analysis, reliability analysis and regression analysis to determine the effects of variables by using SPSS 18.0. Fashion shop masters are therefore requested to have exact understanding to their role as retail sales professionals, fashion advisers and experts of fashion shop management, to become well aware of their job in detail, to apply such knowledge to their practical job performance and to make personal efforts to promote their status as fashion shop masters.

• Culinary science and hospitality research
• /
• v.12 no.3 s.30
• /
• pp.201-218
• /
• 2006

This research has attempted to asses the relationship between trust management, the element of service discretion act, and the quality of the service. The research model and assumption have been set up based on such a theoretical research and the demonstrative analysis of the customer-encountering employees of five-star hotels in Seoul. The results of the study are as follows; First, the rationalization of management can be achieved by improving the service through having a command of trust management as a management strategy. Second, there has been significant differences between variables such as the degree of importance and accomplishment of trust management. And it tells us that it is necessary to improve the range of service discretion acts up to the level where the difference between importance and accomplishment is not in existence. Third, the variable changes according to demographic characteristics show us the necessity of providing individualized education by recognizing the differences among groups. Fourth, the trust management has a considerable effect on the quality of the service, and this indicates that the quality of the service can be improved through expanding the range of service discretion acts of customer-encountering employees.

• Proceedings of the Korea Society of Information Technology Applications Conference
• /
• 2002.11a
• /
• pp.136-160
• /
• 2002

Most important to financial is to provide well designed and built services to the customers by accessing their core bank systems and affiliated systems in their partners. This will be essential to introduce new products and services and still be able to count on legacy and collaborative affiliated systems. Winning the war on such service competitions among financial institutions is attainable by seizing the 'e-bank' opportunities in B2Bi and CRM ( Customer Relationship Management ). Such application integrations among systems and 'e-bank' services need to be available in the new IT environment.

• The Journal of the Institute of Internet, Broadcasting and Communication
• /
• v.11 no.6
• /
• pp.261-266
• /
• 2011

Recently, Internet web services including bulletin board of companies, public intuitions, or governments became the main ways of personal information leakage. However, it is hard to succeed to detect personal information and protect it from leakage manually by system administrators, because the number of web boards and attached files is so huge. Therefore, automatic scanning and filtering methods are needed to protect personal information like resident registration numbers from unexpected exposure. To do this, we developed a novel and advanced web security system for automatic personal information scanning and filtering.

• Journal of Global Scholars of Marketing Science
• /
• v.2
• /
• pp.117-132
• /
• 1998

서비스 산업에 있어서 유통이라는 것은 서비스가 제공되는 접점으로 정교한 분석과 체계적인 연구가 이뤄져야 한다. 하지만 서비스 제품의 유통채널 전략에 대해서는 중요성을 인식하면서도 지금까지 그에 대한 연구와 관심은 미흡한 실정이다. 서비스 기업이 점점 더 경쟁이 치열해 지는 경쟁적 시장상황하에서 경영혁신과 서비스 제품의 유통혁신 전략에 대수술을 추진하고 있으나 그 내용을 보면 고객지향적인 발상과는 괴리가 있다는 점에서 더욱 심각하다고 생각할 수 있다. 본 연구에서는 서비스 기업이 유통채널 전략을 수립하고 실시해 가는 과정에 있어서 고려할 사항과 어떤 부분에서 메이커와의 이질적인 특징을 보이고 있는가를 분석하고 그에 대한 지침을 제시하였다. 서비스 제품의 고유의 특성(무형성, 동시성, 소멸성 등)들은, 첫째 그 유통채널 구조를 독특한 것으로 만들며, 둘째 유통채널 기능에 특징적인 것을 초래하게 하며, 섯째 유통채널의 설정은 유통채널의 설계와 유통채널의 선택이라는 두 가지 과정을 거쳐서 이뤄지며, 넷째 이러한 과정을 거쳐 유통채널을 선택하고 관리하도록 만들고 있다. 따라서 서비스 제품에 대한 제공 배달의 유통채널에 있어서는 서비스 제품에 대한 수요와 공급의 조정이나 그 제공 배달시점에서 품질의 유지향상에 관한 관리를 해 갈 필요가 있다. 또한 중간관리자에 대한 관리는 파워를 행사하거나 통제가 어려워 관리가 곤란하다고 볼 수 있으나 커미션, 수수료 등의 제공이나 딜러핼프 등을 강화함으로 극복해 나갈 수 있겠다. 결론적으로 서비스 기업이 유통채널 전략을 수립하여 실시해 갈 때에는 상술한 바와 같이 채널의 구조나 기능, 채널관리 등의 측면에서 메이커에서는 볼 수 없는 특징적인 적이 존재하므로 그 독자적인 유통채널 전략을 전개해 갈 필요가 있다고 생각한다.

• Management & Information Systems Review
• /
• v.33 no.4
• /
• pp.119-135
• /
• 2014

This study examines influences of personality and grateful disposition on psychological well-being in service encounter. The results follower like these. First, extroversion, conscientiousness, and grateful disposition have positive effects on psychological well-being, and neuroticism has a negative effect. Second, psychological well-being has a positive effect on prosocial behavior. Lastly, we compared the effects personality and grateful disposition on psychological well-being, and neuroticism has the most effects on psychological well-being and followed by grateful disposition and extroversion. It means grateful disposition can enhances psychological well-being as such personality.

• Annual Conference of KIPS
• /
• 2013.11a
• /
• pp.1669-1672
• /
• 2013

영업 관리 시스템이 발달함에 따라 모바일 단말기를 이용하여 영업비용 절감, 고객 접점 및 영업 활동 강화에 대한 연구가 진행 중이다. 기존의 영업 관리 시스템은 영업사원이 기업에게 하나의 단말기를 제공받아 영업 활동을 하며 관리자가 이를 모니터링 할 수 있는 기능을 제공하는 시스템이다. 이를 통해 관리자는 영업사원의 업무 활동을 시스템을 통해 관리할 수 있다. 그렇지만 최근 다양한 모바일 기기가 등장함에도 불구하고 기존의 시스템은 다양한 디바이스를 지원할 수 없고 맵 기반의 지오로케이션을 통한 활동 분석의 부족함이 있다. 또한 관리자가 영업 사원의 업무 활동에 따른 예상 위치와 통계 정보를 알 수 없다는 한계가 있다. 본 시스템에서는 반응형 웹과 지오로케이션을 적용하여 다양한 디바이스 환경에서도 서비스를 제공하며, 영업 사원의 이동 경로를 정확하게 파악할 수 있다. 또한, 과거의 업무 시간과 이동 시간 데이터를 이용하여 영업 사원의 미래 위치를 예상하고 업무량에 대한 통계 기능을 추가하여 시스템의 편리성을 높인다.