• 지능정보연구
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• 제17권1호
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• pp.91-110
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• 2011

본 논문은 호텔 관광 서비스 업계에서 급변하는 전산화와 글로벌화에 대응하기 위하여 IT 솔루션 도입을 통하여 기업의 업무 처리를 고도화하고 고객 서비스 대응력을 높인 사례를 연구하였다. 이를 통하여 국내 유수의 호텔 관광기업이 효과적으로 고객 요구에 대응하기 위하여 CRM 솔루션을 자체적으로 개발하여 실무에 활용하도록 함으로써, 고객에 대한 분석력을 높이고 고객별 마케팅 전략 수립과 고객에 특화 한 영업을 전개하는 활용 사례를 연구하였다. 특히 본 연구는 호텔 관광 업계의 CRM 솔루션 도입 과정과 CRM을 이용한 영업 업무 및 마케팅 업무에 활용해 나가는 과정에 대하여 논하였고, CRM 도입에 의한 효과를 DEA(Data Envelopment Analysis) 를 통하여 분석하였다. 우선 CRM을 도입한 L사의 각 사이트별 상대적 효율성을 CCR 모형으로 비교 분석하였으며, 그 다음 L사의 대표 사이트에 소속된 각 영업장들의 상대적 효율성을 BCC 모형으로 비교 분석하였다.

• 한국의류학회지
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• 제26권2호
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• pp.216-226
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• 2002

This study attempts to understand how the perception of service quality as well as shopping motives influence on the emotional responses in store shopping, and to examine how these relevant variables influence on the store satisfaction. The 463 questionnaires were collected from the purchasers in department stores, fashion specialty stores, and national brand franchise stores. The results of this study are as fellows: 1. In regard to shopping motives, two dimensions of product motive and experiential motive were identified, explaining 47.39% of shopping motives. 2. In regard to emotional response, two dimensions of pleasure emotion and displeasure emotion were identified, explaining 65.95% of emotional responses. 3. Shopping motives led to the store satisfaction after the perception of service quality and then the experience of pleasure emotion. These related variables explained 60% of the store satisfaction. 4. The consumers of fashion specialty store showed the highest product motive, whereas the consumers of department stores showed the highest displeasure emotion in the store. As the results showed, customers' shopping motives influence their perception of service quality and pleasure emotion. Therefore, in order to stimulate shopping motives, the store environment that can give customers pleasure and opportunity to pursue various experiences should be provided. As the service quality is a very important variable that leads pleasure emotion in the store, sales persons should be trained to satisfy customers.

• 유통과학연구
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• 제16권4호
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• pp.67-74
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• 2018

Purpose - Most of the amendments to the law on the improvement of the distribution structure of mobile communication terminal equipment, the fully self-sufficient system of terminals, and the separated disclosure system on the terminals are aimed at securing transparency of the distribution structure by eliminating or reducing handset subsidies. This study investigates what items are important for the purchase of mobile phones in various and rapidly changing mobile phone markets from the consumer's point of view and tries to make a strategic suggestion for future mobile distribution strategies. Research design, data, and methodology - The procedure of this study takes place in four steps. In step 1, only the SF type respondents selected for this study were extracted through MBTI analysis. In step 2, they were divided into three hierarchies for the AHP analysis and each element was arranged. In step 3, the AHP analysis was converted to a Fuzzy-AHP number using the trigonometric centroid method. This was to eliminate the ambiguity of the response by converting into a fuzzy number even if data consistency was maintained with CI value below 0.1. In step 4, the number of converted 2-layer and 3-layer was combined to derive the priority when the final handset is selected. Results - First, the highest importance among the four items in the second tier was the terminal function item, followed by brand, price, and design item. Second, in the third tier, the highest importance was level of after-sales service, followed by device price, processing speed, ease of use, usefulness, and rate system. Third, the arithmetic average of the determinant of the fuzzy function showed that processing speed, ease of use and usefulness in the function item, level of after-sales service in the brand item, and device price in the price item were the five most important factors among 16 choice factors. Conclusions - First, there will be a change in the consumption patterns of consumers who have compared distributors and dealers to purchase handsets with more subsidies. Second, it is highly likely that people will purchase new handsets only when they need to change their devices because they can not receive subsidies by switching phone brands any more.

• 한국농업기계학회:학술대회논문집
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• 한국농업기계학회 2000년도 THE THIRD INTERNATIONAL CONFERENCE ON AGRICULTURAL MACHINERY ENGINEERING. V.II
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• pp.446-459
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• 2000

This study was carried out in order to find out an effective machinery utilization strategy by conducting a survey on utilization and maintenance of agricultural machinery. The survey showed that the no. of utilization hours for power tiller in a year was 190.2hrs, 208.6hrs for tractor, 59.1hrs for rice transplanter, 74.0 hrs for combine, 44.6 cultivator and 254.4hrs for 4.4hrs for grain dryer. The period covered the time the machine was until it became unserviceable. The results are as follows: 10.0yrs for power tiller, 7.5yrs for tractor, 7.4yrs for rice transplanter and 5.4yrs for combine. This indicate that the actual period of use for power tiller and rice transplanter was longer than the expected period of duration years so there is a need for adjustment. The factors considered by the farmers for purchasing agricultural machine were: farm size(32%), machine operation (26.0%), performance(l4.0%) and post or after sales service(12.6%), according to the survey. It showed that repair cost rate in a year was classified into major agricultural machine; 4.8% for combine; 3.9% for tractor; 3.5% for rice transplanter; 2.0% for power tiller; 1.6% for grain dryer; and 1.2% for cultivator. The reasons for poor maintenance were insufficient after sales service(25%) and difficulty in buying parts(75%) because of the unavailability of parts in local shops(55%), imported models(30%) and outmoded model(15%).

• 디지털융복합연구
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• 제17권4호
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• pp.75-85
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• 2019

휴대폰을 구매하는 과정에서, 소비자들의 선택 기준은 다양한 요인으로 구성된다. 이동 통신의 중요성이 증대된다는 점을 고려하여, 이 연구는 구조 방정식 모델을 통해 소비자 만족 행동에 영향을 미치는 요소들을 조사하고자 했다. 이 연구는 소비자 만족을 결정하는 여섯 가지 주요 요인을 제안하며, 인구통계학적 요인들의 조절 효과를 검증했다. 386 명의 적극적인 이용자로부터 수집한 설문 데이터를 분석했다. 연구 결과는 브랜드 명칭, 사회적 영향력, 그리고 애프터 서비스가 소비자 만족의 세 가지 중요한 결정 요인임을 보여준다. 또한 연구 결과는 인구통계학적 속성이 고객 만족에 영향을 미친다는 점을 제안한다. 이 연구는 휴대폰 소비자의 만족을 신흥 시장의 관점에서 조망함으로써, 이론적 이해를 확대하고 실무적 함의를 제공한다.

• 한국컴퓨터정보학회논문지
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• 제25권10호
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• pp.241-248
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• 2020

본 연구에서는 새벽배송의 물류서비스품질(주문품질, 배송품질, 사후서비스품질)과 고객만족 간의 영향 및 친환경 태도의 조절효과를 살펴보기 위하여 선행연구를 바탕으로 변수를 구성하였다. 새벽배송 이용자를 대상으로 설문조사가 이루어졌으며 210개의 설문지를 실증분석에 사용하였다. 수집된 데이터는 SPSS 25.0과 AMOS 21.0에 의해 분석되었다. 그 결과는 다음과 같다: 첫째, 새벽배송의 물류서비스품질은 고객만족에 모두 긍정적인 영향을 미치는 것으로 나타났다. 둘째로, 새벽배송의 배송품질이 고객만족에 가장 큰 영향을 미치는 것으로 나타났다. 셋째, 새벽배송 물류서비스품질과 고객만족과의 관계에서 친환경 태도의 조절효과를 검정한 결과, 물류서비스품질 중 주문품질의 경우 친환경 태도에 따른 그룹 간의 차이를 확인할 수 있었다. 분석결과를 바탕으로 본 연구의 시사점과 한계점을 제시하였다.

• 산업경영시스템학회지
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• 제39권4호
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• pp.137-146
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• 2016

In recent years, business environment is faced with multi uncertainty that have not been suffered in the past. As supply chain is getting expanded and longer, the flow of information, material and production is also being complicated. It is well known that development service industry using application software has various uncertainty in random events such as supply and demand fluctuation of developer's capcity, project effective date after winning a contract, manpower cost (or revenue), subcontract cost (or purchase), and overrun due to developer's skill-level. This study intends to social contribution through attempts to optimize enterprise's goal by supply chain management platform to balance demand and supply and stochastic programming which is basically applied in order to solve uncertainty considering economical and operational risk at solution supplier. In Particular, this study emphasizes to determine allocation of internal and external manpower of developers using S&OP (Sales & Operations Planning) as monthly resource input has constraint on resource's capability that shared in industry or task. This study is to verify how Stochastic Programming such as Markowitz's MV (Mean Variance) model or 2-Stage Recourse Model is flexible and efficient than Deterministic Programming in software enterprise field by experiment with process and data from service industry which is manufacturing software and performing projects. In addition, this study is also to analysis how profit and labor input plan according to scope of uncertainty is changed based on Pareto Optimal, then lastly it is to enumerate limitation of the study extracted drawback which can be happened in real business environment and to contribute direction in future research considering another applicable methodology.

• 지역연구
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• 제38권4호
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• pp.59-74
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• 2022

코로나기간 동안 대면 영업을 위주로 운영하는 소상공인과 자영업자들은 경제적으로 큰 손실을 경험했다. 특히, 전통시장에 입점한 업체들의 경우, 온라인판매시스템으로의 전환이 비교적 쉽지 않은 경우가 많아 상대적으로 피해가 더욱 심한 것으로 나타나고 있다. 본 연구는 서울시를 대상으로 전통시장 상권매출 자료를 활용해 코로나의 영향을 실증적으로 분석하고자 하였다. 코로나의 영향을 보다 정확하게 추정하기 위해 패널고정효과 모형을 활용하였으며, 전통시장의 규모, 전통시장에 입점한 업체들의 유형에 따라 영향 정도를 세밀하게 분석하였다. 연구의 결과, 예상과는 다르게 코로나 이전과 비교해서 코로나기간 동안 전통시장의 상권매출 변동은 나타나지 않은 것으로 분석되었다. 하지만, 코로나의 영향력은 전통시장 안에서 업종별로 차이를 보였는데, 코로나로 인해 가장 큰 피해를 입은 업종은 서비스업인 것으로 나타났고, 그다음으로 소매업, 음식점 순으로 나타났다. 또한, 전통시장 규모에 따라서도 코로나로 인한 영향이 다르게 나타났다. 전통시장의 경우, 대형마트에 비해 외부변화나 시대흐름에 민감하지 못하기 때문에 사람들의 소비패턴이나 행동패턴이 변하면 큰 피해가 따를 수 있다. 전통시장 활성화 전략을 세울 때, 전통시장이라는 공간에 대해서 동일한 인센티브나 전략적인 방안을 마련하기보다는 전통시장 안에서 업종별, 유형별로 세밀한 방안을 세울 필요가 있다.

• 경영과정보연구
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• 제22권
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• pp.137-165
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• 2007

It seems high time to increase productivity by adopting e-business to overcome challenges posed by both external factors including the appreciation of Korean won, oil hikes and fierce global competition and domestic issues represented by disparities between large corporations and small and medium enterprises (SMEs), Seoul metropolitan and local cities, and export and domestic demand all of which weaken future growth engines in the Korean economy. The demands of the globalization era are for innovative changes in businessprocess and industrial structure aiming for creating new values. To this end, e-business is expected to play a core role in the sophistication of the Korean economy through new values and innovation. In order to examine business performance in e-business-adopting industries, this study analyzed the home shopping industry by closely looking into the financial ratios including the ratio of net profit to sales, the ratio of operation income to sales, the ratio of gross cost to sales cost, the ratio of gross cost to selling, general and administrative (SG&A) expense, and return of investment (ROI). This study, for best outcome, referred to corporate financial statements as a main resource to calculate financial ratios by utilizing Data Analysis, Retrieval and Transfer System (DART) of the Financial Supervisory Service, one of the Korea's financial supervisory authorities. First of all, the result of the trend analysis on the ratio of net profit to sales is as following. CJ Home Shopping has registered a remarkable increase in its ratio of net profit rate to sales since 2002 while its competitors find it hard to catch up with CJ's stunning performances. This is partly due to the efficient management compared to CJ's value of capital. Such significance, if the current trend continues, will make the front-runner assume the largest market share. On the other hand, GS Home Shopping, despite its best organized system and largest value of capital among others, lacks efficiency in management. Second of all, the result of the trend analysis on the ratio of operation income to sales is as following. Both CJ Home Shopping and GS Home Shopping have, until 2004, recorded similar growth trend. However, while CJ Home Shopping's operating income continued to increase in 2005, GS Home Shopping observed its operating income declining which resulted in the increasing income gap with CJ Home Shopping. While CJ Home Shopping with the largest market share in home shopping industryis engaged in aggressive marketing, GS Home Shopping due to its stability-driven management strategies falls behind CJ again in the ratio of operation income to sales in spite of its favorable management environment including its large capital. Companies in the Group B were established in the same year of 2001. NS Home Shopping was the first in the Group B to shift its loss to profit. Woori Home Shopping has continued to post operating loss for three consecutive years and finally was sold to Lotte Group in 2007, but since then, has registered a continuing increase in net income on sales. Third of all, the result of the trend analysis on the ratio of gross cost to sales cost is as following. Since home shopping falls into sales business, its cost of sales is much lower than that of other types of business such as manufacturing industry. Since 2002 in gross costs including cost of sales, SG&A expense, and non-operating expense, cost of sales turned out to have remarkably decreased. Group B has also posted a notable decline in the same sector since 2002. Fourth of all, the result of the trend analysis on the ratio of gross cost to SG&A expense is as following. Due to its unique characteristics, the home shopping industry usually posts ahigh ratio of SG&A expense. However, more than 80% of SG&A expense means the result of lax management and at the same time, a sharp lower net income on sales than other industries. Last but not least, the result of the trend analysis on ROI is as following. As for CJ Home Shopping, the curve of ROI looks similar to that of its investment on fixed assets. As it turned out, the company's ratio of fixed assets to operating income skyrocketed in 2004 and 2005. As far as GS Home Shopping is concerned, its fixed assets are not as much as that of CJ Home Shopping. Consequently, competition in the home shopping industry, at the moment, is among CJ, GS, Hyundai, NS and Woori Home Shoppings, and all of them need to more thoroughly manage their costs. In order for the late-comers of Group B and other home shopping companies to advance further, the current lax management should be reformed particularly on their SG&A expense sector. Provided that the total sales volume in the Internet shopping sector is projected to grow over 20 trillion won by the year 2010, it is concluded that all the participants in the home shopping industry should put strategies on efficient management on costs and expenses as their top priority rather than increase revenues, if they hope to grow even further after 2007.

• 유통과학연구
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• 제20권4호
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• pp.95-100
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• 2022

Purpose: This study aimed to investigate whether distribution and service companies maintained their accounting information quality and provided reliable information despite the economic changes occurring after the outbreak of the COVID-19 pandemic in Korea. The distribution industry has enjoyed increased demand as many companies expanded their untact distribution channels, including to online sales. However, as the pandemic drags on, their future prospects remain uncertain. Research design, data, and methodology: In this study, we define 2018-2019 as the "pre COVID-19 period" and 2020 as the "post COVID-19 period." An empirical analysis was performed using a regression model that includes POST, the independent variable, indicating the post COVID-19 period, and discretionary accruals(DA), a proxy for earnings management, as a dependent variable. Results: The analysis shows that the coefficient of POST is significantly positive (+) for the dependent variable DA. This finding suggests that distribution and service companies engaged in more earnings management during the post COVID-19 period than during the pre COVID-19 period, indicating their awareness of the uncertainty of future business performance as the pandemic persists. An additional analysis confirmed that smaller companies with fewer stakeholders and higher information asymmetry tend to engage more in earnings management than larger companies.