• Journal of Information Processing Systems
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• v.19 no.2
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• pp.258-266
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• 2023

Aiming at the problems of poor customer satisfaction and poor accuracy of customer classification, this paper proposes a customer classification model based on speech recognition. First, this paper analyzes the temporal data characteristics of customer demand data, identifies the influencing factors of customer demand behavior, and determines the process of feature extraction of customer voice signals. Then, the emotional association rules of customer demands are designed, and the classification model of customer demands is constructed through cluster analysis. Next, the Euclidean distance method is used to preprocess customer behavior data. The fuzzy clustering characteristics of customer demands are obtained by the fuzzy clustering method. Finally, on the basis of naive Bayesian algorithm, a customer demand classification model based on speech recognition is completed. Experimental results show that the proposed method improves the accuracy of the customer demand classification to more than 80%, and improves customer satisfaction to more than 90%. It solves the problems of poor customer satisfaction and low customer classification accuracy of the existing classification methods, which have practical application value.

• Proceedings of the Society of Korea Industrial and System Engineering Conference
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• 2002.05a
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• pp.485-490
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• 2002

Demands of customers are being changed and varied. And in this circumstance, it become a main issue of management that the company should produce and sell products according to the customer demands. With these trends, each company has been concentrating effects on generalization of product development technique and distinction of service for customer. To fulfill these demands of customer, they need a concept of eCRM(Web based Customer Relationship Management), and go from soiling products and services, or gathering customer requests, up to the phase of solving customer's problem by real time or previous action. With the help of internet, the frequency and speed of the problem solving has improved greatly. In the Supply chain, The ATP(Available to Promise) function doesn't only give customers to conformation of delivery. It can be used by the core function with ATP rule that can reconcile supplies and demands on the supply chain. Therefore We can be acquire the conformation about on the due date of supplier by using the ATP function of management about real and concurrent access on the supply chain, also decide the affect about product availability due to forecasting or customer's orders through the ATP. In this paper, It consolidates the necessity on a ATP and analyzes data which is concerned of ATP. Under the these environments, defines the ATP rule that can improve the customer value and data flow related the eCRM and builds on a algorithm.

• Asia Marketing Journal
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• v.16 no.2
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• pp.1-14
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• 2014

This study applies the job-demands resource (JD-R) model to investigate the interactive effect of job demands and job resources in predicting the development of service employee work engagement and customer-oriented attitude. This paper proposed a theoretical model that suggests that the service employee's work engagement is the consequence of the employee's perceived support from the organization and its customers (customer participation) and leads to a customer-oriented attitude. However, the effect of organizational support is somewhat hindered by job insecurity, demonstrating the inability of an organizationally provided job resource to overcome the job demand of job insecurity. As a type of job demand from customer's perspective, customer crowding is suggested as a negative moderator in the link between customer participation and work engagement. As such, this article proposes how different elements of a service employee's work environment interact to ultimately influence the service employee's customer-oriented attitude. Specifically, the current research focuses on how the negative contextual elements of job insecurity and job crowding (i.e., job demands) interact with the potentially positive elements of organizational support and customer participation (i.e., job resources), as well as with an employee's customer orientation, to ultimately develop a customer-oriented attitude. This study concludes with some propositions for potential causal relationships among key constructs that can be empirically tested in future research, as well as implications of the current study for both managers and researchers.

• International Journal of Quality Innovation
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• v.8 no.3
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• pp.71-80
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• 2007

Apart from the customer demands themselves, the weightings of the customer demands are one of the main input data of a QFD (Quality Function Deployment) and furthermore of the actual construction process of products. Up to now, most interviews with stakeholders have been carried out with questionnaires and then absolute weightings have been used. Now it has been analysed if the use of other interview and evaluation techniques, e.g. relative weightings and Analytic Hierarchy Process (AHP), can improve the precision of the demands and wishes of the stakeholders. Now the task was to analyse if the use of relative weightings as input of a QFD is possible at all, how they have to be adapted and if an increase in precision compared to the use of absolute weightings is reached. When using AHP during the product development it has become clear that only up to seven demands can be rated at the same time by customers. That means that a kind of hierarchy has to be developed to correctly transfer the demands and their weightings into the QFD.

• International Journal of Quality Innovation
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• v.7 no.2
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• pp.19-49
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• 2006

Due to the globoal economic effect, Taiwan's small and medium-sized enterprise (SME) is much threatened by China. Since remarkable advances have being made in information technology, taking competition advantage for an enterprise has become a very important issue when facing rigorous global competition. However, the business of the enterprise starts with finding the customers' demands, and ends with fulfilling customers' demands. Therefore, in order to increase competition advantage for SME, the customer management must be effectively strengthened, especially by increasing customer satisfaction and maintaining good relationship with the customer. This is the key for an enterprise leading to success. The purpose of this study is aiming to discussing the relational analysis between customer and SME by viewing the four aspects of customer relationship management (CRM), which are relation marketing, customer service, customer value, and customer satisfaction. Moreover, this research will perform an empirical analysis on CRM for a typical small and medium-sized company so as to grasp its real definition and enterprises' demands. The conclusions will be drawn from our literature survey and practical experience as well as site investigation. Recommendations are evolved from discussing the interaction between customers and enterprises in improving their constructing factors and increasing benefits and values.

• Journal of Distribution Science
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• v.17 no.5
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• pp.73-83
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• 2019

Purpose - The purpose of this research is twofold; first, it attempts to categories customer demands into challenging and hindrance stressors, second, it investigates the effect of customer challenging stressors, hindrance stressors and customer resources on job satisfaction, emotional exhaustion and turnover intention of frontline employees. Research design, data, and methodology - A quantitative research method with an online survey was adopted to test the proposed hypotheses. Sample was collected from 186 frontline employees. And, structural equation model was conducted through AMOS 20.0 to verify the proposed hypotheses. Results - First, customer challenging stressors and customer resources positively affect job satisfaction. Second, customer hindrance stressors negatively affect job satisfaction and positively affect emotional exhaustion. Finally, job satisfaction negatively affects turnover intention whereas emotional exhaustion positively affects turnover intention of frontline employees. Contributions - In term of theoretical contributions, the current study categorized the customer demands into challenging and hindrance stressors and empirically tested the effect of challenging and hindrance stressors on emotional exhaustion, job satisfaction and turnover intention of frontline employees. Managerially, this study provides insights to the firm by highlighting the presence of challenging stressors and customer resources which have positive effect on the attitudes and behaviors of the frontline employees.

• IE interfaces
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• v.18 no.2
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• pp.205-220
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• 2005

This study presents a web log analysis model for e-CRM, which combines the on-line customer's purchasing pattern data and transaction data between companies in B2B environment of make-to-order company. With this study, the customer evaluation and the customer subdivision are available. We can forecast the estimate demands with periodical products sales records. Also, the purchasing rate per each product, the purchasing intention rate, and the purchasing rate per companies can be used as the basic data for the strategy for receiving the orders in future. These measures are used to evaluate the business strategy, the quality ability on products, the customer's demands, the benefits of customer and the customer's loyalty. And it is used to evaluate the customer's purchasing patterns, the response analysis, the customer's secession rate, the earning rate, and the customer's needs. With this, we can satisfy various customers' demands, therefore, we can multiply the company's benefits. And we presents case of the 'H' company, which has the make-to-order manufacture environment, in order to verify the effect of the proposal system.

• Journal of the Korean Operations Research and Management Science Society
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• v.31 no.3
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• pp.27-40
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• 2006

Today's customer demands in supply chains tend to change quickly, variously even in a short time Interval. The uncertainties of customer demands make it difficult for supply chains to achieve efficient inventory replenishment, resulting in loosing sales opportunity or keeping excessive chain wide inventories. Un this paper, we propose an adaptive vendor managed inventory (VMI) model for a two-echelon supply chain with non-stationary customer demands using the action-reward learning method. The Purpose of this model is to decrease the inventory cost adaptively. The control Parameter, a compensation factor, is designed to adaptively change as customer demand pattern changes. A simulation-based experiment was performed to compare the performance of the adaptive VMI model.

• Korean Journal of Human Ecology
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• v.14 no.1
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• pp.193-208
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• 2005

The purpose of this study is to find out not only customer demands and satisfaction with service quality in restaurants, but the difference between customer satisfaction and employee practice. This study also identifies the factors affecting customer satisfaction. For the purpose, 116 copies of a questionnaire for employees and 213 for customers were analyzed with frequency, percentile, mean, multiple regression analysis, T-test, one-way ANOVA, and Duncan's Multiple range test, using SPSS/WIN 10.0 program. The major findings obtained in this study are as follows: First, customer demands were affected mostly by educational level among socio-demographic variables. Second, customer demand for service quality was not fully being met, considering customer satisfaction level. Third, employee practice was generally above customer satisfaction. Fourth, One of the variables that chiefly affect customer satisfaction was demand for information and facilities.

• Proceedings of the Safety Management and Science Conference
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• 2001.11a
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• pp.65-71
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• 2001

With ever-change and increasingly competitive business environments, firms strive to employ a variety of marketing strategies and execution in order to survive in the market. Such effects would be paid off in the right way only when management of the firms perform marketing activities focusing on long term effectiveness, which would drive company profits up and keep them for long. Demands of customers are being changed and varied. And in this circumstance, it become a main issue of management that the company should produce and sell products according to the customer demands. With these trends, each company has been concentrating effects on generalization of product development technique and distinction of service lot customer In this result with the advantage of mass marketing and database marketing have been drawing attentions from company. Also the internet connected around the world completely diminished the limit of time and distance and company have enveloped keen competition out of each nation and continent in the world market. To fulfill these demands of customer, they need a concept of eCRM(Web based Customer Relationship Management), and go from selling products and services, or gathering customer requests, up to the phase of solving customer's problem by real time or Previous action. With the help of Internet, the frequency and speed of the problem solving has improved greatly.