• The Journal of the Korea Contents Association
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• v.20 no.4
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• pp.487-497
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• 2020

This study is to examine the effects of e-CRM activities(e-Sales activities, e-Service activities and e-System activities) and trust on loyalty. Particularly, it focuses on the mediating effects of trust on the relationships between e-CRM activities and loyalty. The data is collected from 336 university students over two and half month periods. The results are as follows: Firstly, e-Sales activities, e-Service activities and e-System activities effect exert a significant influence on the trust, but e-Sales activities, e-Service activities and e-System activities do not directly influence on the loyalty. Secondly, trust impacts significantly on loyalty. Finally, in summary, findings confirm the mediating effects of trust on the relationship between e-Sales activities, e-Service activities and e-System activities and loyalty. These results show that if e-commerce firms implement e-CRM activities(e-Sales activities, e-Service activities and e-System activities), their customers will more recognize additional service attributes and the customers' relationships, trust and loyalty with their firms will improve.

• Journal of the Korean Home Economics Association
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• v.49 no.7
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• pp.97-109
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• 2011

This study examined the relations among CRM activities of cosmetic companies, relationship benefits, relationship commitment, and brand switching reduction intention. The participants consisted of 399 women over the age of 20. The results of this study were as follows: First, CRM activities were perceived as a concept of sub-components, and the customers recognized the relationship benefits and commitments. Second, CRM activities did not make a positive effect on brand switching reduction intention. Third, CRM activities had a positive influence on relationship benefits, and the relationship benefit affected the brand switching reduction intention positively. Fourth, CRM activities created a positive effect on relationship commitment, and also the relationship commitment had a positive effect on brand switching reduction intention. Lastly, relationship benefits had a positive effect on relationship commitment and it was precedent variables.

• Journal of the Korean Society of Clothing and Textiles
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• v.28 no.8
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• pp.1186-1195
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• 2004

The purposes of this study were to investigate the factors of CRM activity and the difference in CRM activities of department stores and to analyze the effect of CRM activities on customer satisfaction and loyalty. Investigators interviewed the buyers of three department stores in Daejeon area and surveyed 468 people aged over 20 who did shopping those stores. The data were analyzed with factorial analysis, multiple regression analysis, path analysis, ANOVA, Scheffe Test, etc., using the SPSS 10.0. The results of this study were: 1) Six factors were identified: ＇benefit ＆ information＇, ＇service＇, ＇customer invitation＇, ＇customer contact＇, ＇special management＇, and ＇purchase-related help＇; 2) CRM activities of three department stores were different, and department store buyers and customers were different in perception on CRM activities; and 3) Customer satisfaction was affected by the CRM factors like ＇service＇, ＇customer invitation＇, ＇purchase-related help＇, ＇benefit ＆ information＇, and ＇customer contact＇ Customer loyalty were affected directly by customer satisfaction, ＇benefit ＆ information＇ and ＇service＇, and indirectly by ＇customer invitation＇, ＇purchase-related help＇, ＇customer contact＇ through customer satisfaction.

• Korean Management Science Review
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• v.25 no.1
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• pp.193-208
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• 2008

While CRM has recently attracted a lot of attention among academics and practitioners, most academic research in this area has focused on consumer markets, but CRM in industry markets is less focused research area so far. Companies in industry market have suspected effects of the relationship between CRM's activities and performance which is related to customer satisfaction and customer loyalty. The main purpose of this research support CRM strategy development. Therefore, this research is focused on as follows; first, defining the concept of CRM and performance second, identifying the customer relationship's characteristics and CRM relational activities in industrial markets third, verifying the relationship between customer satisfaction and customer loyalty in the case of Steel industry which is whether the CRM relational activities have effects on customer loyalty directly, or indirectly through customer satisfaction.

• Journal of Information Technology Services
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• v.10 no.2
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• pp.21-39
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• 2011

After ten years from the introduction of CRM systems, many companies reevaluate CRM from the perspective of customers. This paper classifies CRM activities at the contact points with customers and investigates the effect of CRM activities on perceived benefits and the effect of perceived benefits on behavioral intention in the Korean cosmetic industry. The result showed that contact management and complaint handling affected social benefits and that customers perceived confidence benefits from contact management, complaint handling, and churn management. Special treatment benefits were affected by all CRM activities including compensation management. Finally, all kinds of benefits had effects on behavioral intention such as recommendation intention and repurchase intention.

• Journal of Korean Society for Quality Management
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• v.45 no.3
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• pp.547-560
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• 2017

Purpose: This study investigates the effect of CRM activities of Korean equipment construction companies on the quality satisfaction perceived by consumers as an analysis method using Kano model. Methods: It use the Kano model to classify the quality characteristics of the CRM activities of equipment construction companies, focusing on consumer perception, and analyze the effect on the level of quality satisfaction perceived by consumers. Results: The results showed that most of quality attributes of CRM activities in the equipment companies were categorized as 'one-dimensional' quality. Conclusion: The CRM activities in equipment construction compaies is verified to be essential component of successful strategy to improve customer's satisfaction.

• Knowledge Management Research
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• v.12 no.3
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• pp.39-58
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• 2011

As the information from today's knowledge-based society alters the awareness of patients and provides a wider selection of medical institutions, the reality of medical institution management is struggling compared to the past. CRM was introduced to domestic hospitals as marketing strategy to dominate the competition under varying medical environment. Thus, this research invests on CRM activity types used in hospitals and the effects of CRM activities toward loyalty and switching intention. Futhermore, we investigate the mediating role of customer relationship commitment and termination in CRM activities. The subjects in this study included three hundred customers who are using hospital settings or who had experience with using the hospital settings. The researcher collected 262 survey questionnaires from May 23th, 2011 to June first. In order to evaluate the hypothesis in this study, structural equation model was analyzed by using AMOS 18.0.

• Journal of Korea Society of Industrial Information Systems
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• v.12 no.4
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• pp.1-14
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• 2007

Upon the intensive competition, companies try to hold their current customers by investing more money and efforts on CRM activities. They provide various benefits for their customer to keep them and increase their loyalty. However many companies want to know how effective their CRM activities are. In this paper, we investigate the effectiveness of companies' different CRM activities on customer perception of different benefits as well as their loyalty. For this we categorize the benefits that companies provide for their customer into four different types of customer benefits such as social customer benefits, psychological customer benefits, economic customer benefits and customization benefits. We examine the effects of different customer benefits and how different the customer benefits vary depending on the types of industries and even on the involvement level, relationship types, and customer's acceptance level of risks. We found that the CRM activities had, in general, a positive effect on customers' perception and loyalty. However, companies had better selectively concentrate their CRM activities on the most effective ones considering the involvement level, relationship types, and customer's acceptance level of risks along with the industry where they belong.

• Korea Journal of Hospital Management
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• v.13 no.1
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• pp.65-83
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• 2008

Although a variety of customer relationship management (CRM) activities have been provided by many hospitals in Korea, there lacks empirical evidence on the effect of CRM. The present study was conducted to examine the effect of CRM in terms of the customer response to CRM in a woman's hospital setting. A total of 380 patients receiving inpatient or outpatient care from woman's hospital between October 25 and November 4, 2005 were surveyed for the degree of their experience of and preference for CRM activities of the hospital by 5-point Likert-type scale. Patients were also asked about the level of customer loyalty to the hospital. Eighteen CRM activities offered by the hospital was classified into 4 types of CRM strategies according to Berry and Parasuranman: price, social, structural, and relationship recovery strategy. There's a significant positive correlation between the degree of experience of CRM and preference for CRM(r=0.49, p<0.001). Regression analysis results showed the significant positive relationship between the degree of experience of CRM and customer loyalty(${\beta}$=0.448, p<0.05). Among the 4 CRM strategies, only social(${\beta}$=0.127, p<0.05) and structural strategy(${\beta}$=0.266, p<0.05) showed signifiant positive relationship with customer loyalty. Overall, the favorable customer response to CRM in terms of preference for CRM and customer loyalty indicates that there's a positive effect of CRM on the continuity of the relationship between patients and health care providers.

• International Commerce and Information Review
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• v.10 no.1
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• pp.51-72
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• 2008

Recently, CRM has been integrated with e-CRM based on information and technology and its introduction is increasing. In particular, as a-CRM effectively collects information of customers with low cost and consolidates relations with customers through interactions with them, it is easier to achieve the marketing goals of companies. This study examines theories of CRM and a-CRM, and discusses development plan for successful introduction of e-CRM based on case studies on its introductions. Political suggestions are presented as follows: First, the basic rule to manage customers in respect to e-CRM is customer-oriented management. For optimal customer management, various customer service channels that support customers in real world as well as online should be provided for the best e-CRM system. Second, of increasing online customers, important customers should be sorted out for which individualized services should be provided and if so, they can be faithful customers. It is believed to be a true development direction of e-CRM appropriate to current society. With introduction of e-CRM, values and needs of customers should be analysed through various sorts of communication and information activities, and segmental marketing activities should be developed.