• 한국콘텐츠학회논문지
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• 제10권7호
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• pp.344-354
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• 2010

본 연구의 주목적은 보험서비스의 고객만족, 전환장벽이 고객유지와 구전의도에 미치는 영향관계를 규명해 보는 것이다. 이러한 연구목적을 달성하기 위해 선행문헌에 관한 종합적인 고찰 결과를 토대로 보험서비스의 전환장벽으로 전환비용, 대안의 매력도, 판매원과의 관계 등의 세 가지 요인을 도출하였고, 이들 보험서비스의 전환장벽 요인들이 고객유지를 거쳐 구전의도를 형성하게 되는 구조적 관계에 관한 연구모형과 가설을 수립하였다. 생명보험 가입자 230명을 대상으로 한 본 연구의 실증분석 결과를 해 보면 다음과 같다. 첫째, 생명보험서비스에서 고객만족과 서비스성과간의 관계에서 고객만족은 고객유지와 구전의도에 긍정적인 영향을 끼치는 것으로 나타났다. 둘째, 보험서비스의 전환장벽 요인 중 전환비용과 판매원과의 관계가 고객유지에 긍정적인 영향을 미치는 것으로 밝혀졌다. 마지막으로, 보험서비스에 대한 고객유지는 구전의도에 긍정적인 영향을 미치는 것으로 나타났다. 이러한 연구결과를 통해 향후 보험서비스 운영자에게 실무적, 관리적 측면에 시사점을 제공해 줄 수 있을 것으로 기대된다.

• 지식경영연구
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• 제17권3호
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• pp.227-248
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• 2016

Customer satisfaction dominates research on customer-firm performance relationships; however, with a few exceptions, the authors of most prior studies did not examine the possibility that an organizations' customer relationship management can increase its knowledge management. Building on previous literature of information processing theory and transaction cost perspective, this paper investigates the effect of various characteristics of customer relationship an organization cultivates on its own innovativeness. Specifically, we identify closeness, communication, sympathy as three critical components of managing customer relationship. Data from a multi-informant survey conducted to 442 organizations in Korean bank industry show that an organization's relationship with its customers has significant effects on its innovativeness. This study highlights the importance of customer relationship in terms of enhancing innovations, and helps to explain interactive effects among customer relationship, organizational learning, and innovativeness.

• 융합경영연구
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• 제10권6호
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• pp.47-57
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• 2022

Purpose: This study explored the relationship between product characteristics and customer purchase intention in cross-border online shopping. Research design, data, and methodology: Through literature review, the research model of product characteristics and consumers' purchase intention is constructed, and trust is taken as a medium variable. Based on the survey data of Chinese consumers, empirical analysis and hypothesis verification are conducted. This study used SPSS version 21 to confirm the reliability and validity of the research model. To confirm the media effect of the model in this study, the Sobel Test was used. Results: The results of hypothesis identification of this research model showed that 8 of the 11 hypotheses were adopted and 3 were rejected. Results confirmed the relationship between product characteristics (specification, diversity, reputation, novelty, quality) and customer purchase intention. Conclusions: The result from this study had particular theoretical significance for improving the research on cross-border online shopping systems to improve the safety and satisfaction of customers in cross-border online shopping.

• 대한전기학회:학술대회논문집
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• 대한전기학회 2006년도 제37회 하계학술대회 논문집 A
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• pp.89-90
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• 2006

As the power industry moves towards open competition, there has been a call for methodology to evaluate power system reliability by using customer interruption costs. This paper presents an evaluation of interruption costs by industrial customer type in Korea using customer survey methodology When various research results are examined, the customer damage survey methodology becomes much more generalized. Especially, in the case of industrial customers, it is known that the evaluation by customer damage survey is more useful. Accordingly, this paper selected the customer damage survey method to evaluate interruption costs by industrial customer type in Korea considering interruption and customer characteristics.

• 대한전기학회:학술대회논문집
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• 대한전기학회 2007년도 제38회 하계학술대회
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• pp.435-436
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• 2007

As the power industry moves towards open competition, there has been a call for methodology to evaluate power system reliability by using customer interruption costs. This paper presents an evaluation of interruption costs by industrial customer type in Korea using customer survey methodology. When various research results are examined, the customer damage survey methodology becomes much more generalized. Especially, in the case of industrial customers, it is known that the evaluation by customer damage survey is more useful. Accordingly, this paper selected the customer damage survey method to evaluate interruption costs by industrial customer type in Korea considering interruption and customer characteristics.

• 한국산업정보학회논문지
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• 제10권3호
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• pp.64-73
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• 2005

본 연구는 웹특성이 항공사의 전반적인 서비스품질에 어떠한 영향을 미치며, 또한 서비스품질과 고객만족과의 관계를 알아보고자 하는 것을 목적으로 하였다. 분석 결과 웹서비스는 고객만족에 직접적으로 영향을 미치지는 않고, 서비스품질을 통해 고객만족에 간접적인 영향을 미치며 항공사 서비스 품질은 고객만족에 직접적인 영향을 미치는 것으로 나타났다. 본 연구를 통해 웹서비스가 고객만족에 미치는 영향관계를 규명함으로써 항공사에서 경쟁우위요소로 웹사이트를 통한 정보 및 고객관리가 얼마나 중요한지를 밝혀낼 수 있었다.

• Journal of Information Technology Applications and Management
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• 제11권4호
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• pp.181-208
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• 2004

By the developing of Internet. the environments of the company have rapidly been changed. Especially. managers in the Internet shoppingmall have been try to provide excellent e-Services to their customers. e-Service i~ defined comprised of all interactive services that are delivered on the Internet uSing advanced telecommunications. information, and multimedia technologies. but according to study of e-Satisfy. com［2000］. customer service through internet is still neither effective nor efficient and poor service will impact on company's profit but excellent service can improve their value and quality of the service or product. In order to customer-oriented e-Services. this study suggested the QFD linked with e-Service quality model for the Internet shoppingmall service system. which can help determine design characteristics being relevant to customer's e-Service quality requirements. this hybrid model have two stages. In the first stage. we do measure service quality and find priorities of service quality attribute by purchase process. and in the second stage. on the basis of priority of e-Service quality attributes, we find design characteristics to maximize customer satisfaction. From this study, we provide internet shoppingmall managers with the implications for improvement of service quality, measuring quality of e-service, providing design characteristics for customer-oriented service quality.

• 융합경영연구
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• 제11권3호
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• pp.67-79
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• 2023

Purpose: This study examines the relationship between content characteristics and customer viewing and purchase intention in live-streaming commerce. Research design, data, and methodology: For this purpose, seven independent factors such as entertainment, artistry, storytelling, informativity, interactivity, reliability, and technicality are extracted based on previous literature. The viewing intention and purchase intention are adopted as dependent factors. The role of 'immersion' is investigated as a mediating factor between the independent and dependent factors. Results: The results showed that entertainment, artistry, technicality, and reliability significantly affected immersion, and immersion affected viewing intention and purchase intention. Immersion was found to play a mediating role between content characteristics and consumer viewing and purchase intention. Conclusions: The results indicate that the content characteristics not only attract customers but also affect their immersion, viewing intention, and purchase intention directly or indirectly in the live-streaming commerce sector.

• 한국조리학회지
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• 제24권1호
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• pp.151-163
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• 2018

Today, the development of internet brings many changes in formation exploration and acceptance. Not only the customers can come into contact much information about the firm and its product by quick and easy search, but also they produce information by themselves or can spread the information via the internet. Nowadays, customers are progressive information explorer and producer on online. In this sense, this study examined the effects of e-word-of-mouth information characteristics on the consumer's perceived usefulness and perceived acceptance of e-word-of-mouth information in the food service industry in order to suggest directions to enhances marketing strategies for marketer. The research model for this study was designed based on the hypothesis that the characteristics of e-word-of-mouth information and credibility of the information influenced both the user's perceived usefulness and acceptance. Based on total 277 customers obtained from the empirical research, this study reviewed validity, reliability and fitness of research model. The analysis results on these factors are as follow. First, the characteristics of e-word-of-mouth information; vividness, consensus, direction had an influence on the customer's perceived usefulness. Second, the characteristics of e-word-of-mouth information; vividness, consensus, direction had an influence on the customer's perceived acceptance. Third, the reliability of information had an influence on the customer's perceived usefulness and the credibility of e-word-of-mouth information perceived acceptance. Fourth, the customer's perceived usefulness had an influence on the customer's perceived acceptance.

• 한국조리학회지
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• 제6권3호
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• pp.119-147
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• 2000

This Study is performed to research a customer satisfaction to a Franchisee on the food franchise industry. In future, the food industry will be complicated and various. So customer needs also will be complicated. Consequently. a study of customer satisfaction will be researched continuously for corresponding an industrial transfiguration and a customer variety. The result of this study, a Franchisee satisfaction on the food franchise industry is evaluated below the average. This result can be happened by the scale of food franchise industry. However actually it has caused by the lack of Franchisee management mind, the capability of head office, and the lack of competitive power. The mind of service for customer, hygiene and cleanness mind, and the lack of marketing strategies and strategic management can not be satisfied of customer. Also customer value creation can not be made. So the education training and marketing strategies for Franchisee on the food franchise industry have to be requested. And a continuous study for customer satisfaction that correspond with the characteristics of industrial classification be raised.