• Title/Summary/Keyword: 지식지향적 고객관계관리

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A Study of the Organizational Factors of Knowledge Management, CRM System Factors, and Trust for CRM Performances (지식경영의 조직요인, CRM의 시스템요인, 신뢰가 CRM의 성과에 미치는 영향에 관한 연구)

  • Lee, Hyun-Soo;Suh, Yung-Ho
    • Information Systems Review
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    • v.5 no.1
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    • pp.113-127
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    • 2003
  • In recent studies, there has been much interest in knowledge sharing between the company and customer. Yet, there is little empirical work on the impact of the factors on CRM performances. The purpose of this study is empirically analyzing the effects of organizational factors of knowledge management, CRM system factors, and trust on CRM performances. The findings indicate that 3 factors (knowledge-oriented organizational culture/characteristic, technical systems, trust) are significantly related to CRM performances. However, the relationships between other factors (knowledge-oriented leadership, knowledge-oriented strategy, education & reward) and CRM performances are not significant.

A Study on the Effects of Internal Marketing on Service Quality and Customer Satisfaction in Shipping Companies (해운기업의 내부마케팅이 서비스품질과 고객만족에 미치는 영향)

  • Lee, Sang-Pyeong;Shin, Han-Won;Park, Sung-Keon
    • Journal of Korea Port Economic Association
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    • v.26 no.4
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    • pp.122-146
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    • 2010
  • This purpose of this study is to analyze the causal relation among constituent concepts and verify the relation among internal marketing, service quality and customer satisfaction in shipping companies. To achieve the goal of this study, the author studied literatures on internal marketing, service quality and customer satisfaction, and carried out a survey targeting people working for shipping companies and international logistics freight forwarders to make an empirical analysis. The results are as follows. It was confirmed that education and training, reward system, empowerment among internal marketing elements of a shipping company have a positive effect on the service quality and customer satisfaction of the shipping company, and the service quality of a shipping company also has a positive effect on customer satisfaction. As it can be known from these results, it would be necessary to concentrate on internal marketing of a shipping company in order to increase service quality and customer satisfaction.

A Study on 21st Century Fashion Market in Korea (21세기 한국패션시장에 대한 연구)

  • Kim, Hye-Young
    • The Journal of Natural Sciences
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    • v.10 no.1
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    • pp.209-216
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    • 1998
  • The results of the study of diving the 21st century's Korea fashion market into consumer market, fashion market, and a new marketing strategy are as follows. The 21st consumer market is First, a fashion democracy phenomenon. As many people try to leave unconditional fashion following, consumer show a phenomenon to choose and create their own fashion by subjective judgements. Second, a phenomenon of total fashion pursuit. Consumer in the future are likely to put their goals not in differentiating small item products, but considering various fashion elements based on their individuality and sense of value. Third, world quality-oriented. With the improvement of life level, it accomplishes to emphasize consumers' fashion mind on the world wide popular use of materials, quality, design and brand image. Fourth, with the entrance of neo-rationalism, consumers show increasing trends to emphasize wisdom, solidity in goods strategy pursuing high quality fashion and to demand resonable prices. Fifth, concept-oriented. Consumers are changing into pursuing concept appropriate to individual life scene. Prospecting the composition of the 21st century's fashion market, First, sportive casual zone will draw attention more than any other zone. This is because interest in sports will grow according to the increase of leisure time and the expasion of time and space in the 21st century, and also ecology will become the important issue of sports sense because of human beings's natural habit toward nature. Second, the down aging phenomenon will accelerate its speed as a big trend. Third, a retro phenomenon, a concept contrary to digital and high-tech, will become another big trend for its remake, antique, and classic concept in fashion market with ecology trend. New marketing strategy to cope with changing fashion market is as follows. First, with the trend of borderless concept, borders between apparels are becoming vague, for example, they offer custom-made products to consumers. Second, as more enterprises take the way of gorilla and guerrilla where guerrillas who aim at niche market show up will develop. Basically, they think highly of individual creative study, and pursue the scene adherence with high sensitiveness. However this polarization becomes mutually-supplementing relationship showing gorilla's guerilla movement, and guerilla's gorilla high-tech. Third with the development of value retailing, enterprises pursuing mass merchandising of groups called category killers are expanded and amplified to new product fields, and expand business' share. Fourth, using outsourcing, the trend to use exterior function leaving each enterprise's strength by inspecting its own work is gradually strong. Fifth, with the expansion of none store sale, the entrance of the internet and the CD-ROM sales added to communication sales such as catalogues are specified. An eminent American think tank expect that 5-5% of the total sale of clothes and home goods in 2010 will be done by none store sale. Accordingly, to overcome the problems, First international, global level marketing, Second, the improvement of technology, Third, knowledge-creating marketing are needed.

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