• 한국콘텐츠학회논문지
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• 제14권12호
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• pp.911-923
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• 2014

본 연구에서는 고객센터를 대상으로 고객센터의 중요한 조직자본이 무엇인가 밝혀내고, 조직자본이 고객센터의 어떠한 동적역량을 통하여 조직성과로 연결되는가에 대한 관계를 분석하였다. 이를 위해 고객센터 구성원을 대상으로 설문조사를 실시하여 389개의 데이터를 실증 분석에 이용하였다. 분석결과, 조직자본 중 관계적 자본과 조직문화가 조직의 동적역량 구성요소(구성원 협력, 자본공유, 자본변환) 모두에 긍정적 영향을 미치는 것으로 나타났으며, 구조적 자본은 동적역량 구성요소 중 협력에 유의한 영향관계가 있음을 밝혔다. 조직성과는 조직 동적역량 중 구성원의 협력과 조직자본공유가 긍정적 영향을 미치는 것으로 나타났다. 본 연구결과는 고객센터의 관리자들과 상담사원들에게 고객센터에서 과연 어떠한 조직자본이 보다 중점적으로 관리되고 부족한 부분이 보완되어야 하는가에 대한 실용적인 가이드라인을 제시하고, 앞으로 고객센터가 기업의 전략적이며 핵심적인 조직으로 발전하기 위해서는 어떠한 조직자본과 동적역량을 강화, 발전시켜야 하는가에 대한 시사점을 제공하였다.

• Journal of the Korean Data and Information Science Society
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• 제16권4호
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• pp.781-790
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• 2005

Nowaday, statistical data with coherence, accuracy and timeliness are necessary to government, company and research center for decision making or research. In other words, the importance of statistical data quality is steadily increasing. Thus, in this paper, we suggest necessity of measuring customer satisfaction with NSO products for enhancing quality. And we construct measurement scale for measuring customer satisfaction based on the statistical quality indicators. Also we advise use of structural equation model in relation analysis for statistic quality elevation.

• 산업융합연구
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• 제1권2호
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• pp.205-216
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• 2003

CRM(Customer Relationship Management) is now moving to the center of corporate strategy because acquiring customers is usually much more expensive than keeping them. Some successful CRM cases of leading companies are surveyed and their critical success factors are discussed in this paper. For successful construction of CRM system, It must be considered some critical factors as follows (i) improvement of customer loyalty, (ii) higher customer profitability, (iii) reduced cost of sales.

• 한국콘텐츠학회논문지
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• 제10권6호
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• pp.386-403
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• 2010

본 연구는 콜센터에서 업무특성상 감정노동(emotional labor)을 수행하는 상담원들이 감정소진(emotional exhaustion)의 결과로 고객에 대한 친절의 욕구, 성취감의 욕구 저하가 초래되어 고객지향성 및 직무만족에 영향을 주는 요인에 대하여 연구하였다. 콜센터 상담원의 감정소진이 고객지향성 및 직무만족에 어떠한 영향을 미치는지를 살펴보고자 연구모형과 가설을 설정하였다. 가설검증을 위해 서울지역 콜센터 상담원을 대상으로 회수된 설문지 157부를 실증분석에 이용하였다. 본 연구에서는 해당 상담원의 감정소진이 고객지향성 및 직무만족에 부정적인 영향을 미치는 것으로 검증되었다. 상담원의 감정소진의 정도를 줄이기 위해서는 업무수행시 시간적 압력을 낮추고 업무의 자율성과 권한을 부여하여야 하며, 유관부서의 적극적인 지원과 관리자들과 상담원간의 지속적인 커뮤니케이션을 통하여 감정소진을 저하 시키는 요인을 제거하고 개선시켜서 업무수행의 주체인 상담원의 감정소진 경험을 최소화 시켜야 한다는 중요성을 본 연구에서 제시하였다. 본 연구는 콜센터 운영에 있어서 상담원의 감정소진이 고객지향성 및 직무만족에 부정적인 영향 요소라는 것을 제시하였다는 데 의의 가 있다.

• 한국IT서비스학회지
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• 제13권1호
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• pp.87-101
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• 2014

This paper is a study on information Quality of Domestic Call Center Information System; recognized the importance of information quality and analyzed the impact on use and satisfaction of users following information quality which is a success element and ultimately the impact on user's performance by expanding information quality evaluating model by Jeong-Woo Lee et al.(2003) who reflected domestic special corporate culture based on information system success model by DeLone and McLean(2003). This is meaningful in providing theoretical foundation for efficient information quality supply and building quality management system at call center in future and provides hints to be considered in raising understanding of consultants on provided information and arranging ground that can utilize it in a timely manner.

• International Journal of Quality Innovation
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• 제6권1호
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• pp.8-23
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• 2005

Service attributes are important for customer perceptions of service quality. However, in spite of huge amount of research, the role of service attributes as satisfiers and dissatisfiers in service encounters is not understood well enough. An empirical investigation is conducted concerning a problem resolution service in the telecommunication industry. We use both qualitative and quantitative service performance data to describe and analyze how critical incidents can be used to identify and understand which service attributes are perceived as satisfiers and dissatisfiers. Our study reveals that there is a subset of critical incidents, so called critically critical incidents, which are perceived differently and are different in content compared to critical incidents. These incidents are extremely rich of information and have the possibility to reveal the real satisfiers and dissatisfiers in a service encounter.

• 한국정밀공학회지
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• 제18권7호
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• pp.72-84
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• 2001

This paper proposes a design methodology for customer, assembly and disassembly considering recycling. The disign process starts with the identification of customer needs, which are in turn converted into functional requirements. The concepts of Design for Customer(DFC), Design for Assembly(DFA), Design for Variety(DFV) and Design for Disassembly(DFD) are considered in the product design phases in order to decreas production variety and mass customization. And, a new module generation approach is developed for rearranging and clustering parts and subassemblies for disassembly and recycling. Based on the result of the module generation, a new configuration methodology is suggested to minimize the disassembly time or number of disassembly operations for recycling.

• 경영과학
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• 제20권1호
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• pp.125-139
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• 2003

City gas is becoming an essential resource in households due to its convenience and low price in comparison to other energy sources. However, in order to prepare for the gas market to be saturated, many city gas companies must pursue customer satisfaction management and develop happy call systems for a promising solution. In the development of the happy call systems, the difficult problem is that we cannot contact all customers because of limited resources and calling efficiency in the call center, We should find best customers according to their value. This paper suggests a methodology for the selection of happy call customers when city 9as companies consider two strategies. First, they should launch a new business area. Second, they must attempt to prevent current customers from moving from city gas to other fuels. We will discover important attributes and derive rules of weighting for the attributes through an exploration study that affect customer satisfaction and preference. Through a simulation model, we will show how many customers will be selected by our methodology.

• 한국산학기술학회논문지
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• 제10권10호
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• pp.2721-2727
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• 2009

본 연구는 의료기관의 효율적인 고객정보관리와 분석을 위해 온톨로지 기반의 모바일 CRM 시스템을 구축하였다. 온톨로지 기법을 이용함으로써 고객들을 차별화하여 고객 데이터를 바탕으로 고객의 특성과 건강 상황에 따라 개인화된 의료 정보서비스를 제공할 수 있다. 본 CRM 시스템은 병원에서 제공하는 정보 및 세미나를 필요로 하는 환자들의 우선순위 검색과 이를 통해 검색 결과 내의 인원별, 지역별 등의 연관 검색이 가능하도록 하였다.

• 품질경영학회지
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• 제45권4호
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• pp.717-738
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• 2017

Purpose: This study focused on procedure and methodology for finding the critical design factors in the early stage of product development process. Methods: Firstly, three key criteria, function, affection and usability were defined as the determining factors on customer satisfaction. Secondly, evaluation matrix in terms of each key criteria was proposed for extraction of the critical design factors. Lastly, method of integrating the importance among three key criteria was suggested using structured equation model. Results: As a results of integrating the importance, design factors such as touch sensitiveness and touch method were rated as low in terms of affection. However, these factors were obtained for high ratings with respect to functionality and usability. Thus, touch-related design factors were more facilitated for enhancing customer satisfaction. Conclusion: It is expected that the process suggested in this research could be a considerably useful to maximize customer satisfaction in the early stage of product development process.