• 지식경영연구
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• 제24권3호
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• pp.95-125
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• 2023

항공산업의 급격한 성장으로 인해 많은 항공사가 생기면서 고객들이 항공사를 선택할 때 고려하는 요소가 늘어나고 있다. 이에 따라 항공사는 고품질의 서비스와 차별화된 경험적 가치를 제공하여 고객가치를 높이고 있다. 초기 고객가치 연구는 제품 및 서비스에 대한 효용성의 관점에서 비용과 편익 간의 상충관계로 간주하고 실용적 가치 중심으로 이루어졌지만, 최근에는 경험적 측면의 가치의 중요성이 주목받았다. 그러나 경험적 측면의 가치는 제품이나 서비스 상황에 따라 고객가치를 구성하는 요소가 변화되기 때문에 제품이나 서비스에 대한 고객의 선호도를 충분히 나타내는 특정 맥락에서 조사해야 한다. 또한, 고객가치는 고객이 의사결정을 내릴 때 큰 영향을 미치므로 항공사는 고객가치를 구성하는 요소를 정확하게 이해하는 것이 필요하다. 따라서 본 연구에서는 항공 전문 웹사이트인 스카이트랙스(Skytrax)에서 고객이 작성한 리뷰와 평점을 수집하고 BERTopic 모델을 활용하여 고객가치에 대한 요소를 도출하였다. 분석 결과, 항공사에서 고객가치를 구성하는 9가지 요소를 파악하였으며 이 중 6가지 요소가 고객 만족도와 영향을 미침을 확인하였다. 이를 통해 본 연구는 고객가치의 세분화된 파악을 가능하게 하는 새로운 방법론을 제안하고, 항공사에 구체적인 서비스 품질 향상을 위한 방향을 제시한다는 의의와 시사점을 가진다.

• 지식경영연구
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• 제6권1호
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• pp.105-122
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• 2005

The LG Electronics case shows the process whereby an organization evolves as a learning organization through the integration of e-learning and knowledge management. In other words, it shows the process whereby e-learning is recognized as an important means of solving a problem concerning actual worksite operations, as it became one of the daily activities in the organization. In terms of organizational learning, this process points to the fact that e-learning is emerging as the fastest and most effective means of transferring the internally shared value of a company. Recently, advanced corporations and organizations have been endeavoring to boost their internal and external customer satisfaction and customer loyalty, paving the way for changes in their organizational cultures, and establishing learning organizations through e-learning. Therefore, from an advanced viewpoint, e-learning within a company is not a simple system of transferring educational contents, but is a knowledge portal concept connected with knowledge management. To achieve this end, the organization is required to undergo changes that is, it should make the acquisition of learning possible through e-learning and a knowledge management system (KMS) in order to improve corporate performance. Since LG Electronics is utilizing e-learning as a strategic means to change the paradigm of corporate education, and, in particular, is attempting to integrate this with knowledge management, insights that will facilitate the understanding of the core success factors in and challenges to the integration of knowledge management and e-learning can be obtained through this case.

• 한국정밀공학회:학술대회논문집
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• 한국정밀공학회 2004년도 추계학술대회 논문집
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• pp.1394-1397
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• 2004

Company perform a lot process to produce products. If company try to satisfy for customer and improve technological competition, they must be changed to new system. As a result, we developed knowledge based smart search system and customized it to PDM system on commercial use. In this smart search system, wherever process designer can seek to result quickly. This will be upgraded for be applied to some company.

• 지식경영연구
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• 제11권2호
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• pp.37-56
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• 2010

Nowadays many companies expect to apply knowledge management mechanism for the explicit business performance improvement. Because peoples who employees are the understanding of knowledge contribution in the organization should try to achieve goal through the effective knowledge management activities. The purpose of this study is to examine the effect of major factors to support the performance of knowledge management in the company by using structural equation modeling. From the empirical result of this study with 485 leading corporation in Busan, we came to know that the infrastructure of knowledge management has influence on knowledge sharing and creating mechanism related to knowledge management activities. And, the knowledge management activities has positive influence on internal and external customer' satisfaction, and firm's social responsibility.

• 경영정보학연구
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• 제3권2호
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• pp.245-260
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• 2001

While past knowledge management researches have focused on conceptualization and strategic implications, knowledge asset researches attempt to provide practical guidelines for companies. However, each research classifies knowledge asset from its own perspective, and thus it is not a trivial task to leverage consistent and inclusive criteria in managing corporate knowledge asset. The objective of this paper is to develop a knowledge asset classification schema on the basis of the three business functions: customer relationship management, product innovation, and infrastructure management. To demonstrate the feasibility of our schema, it has been applied to 9 Korean corporations. Knowledge assets are evaluated according to core capabilities, which are main drivers of sustainable competitive advantages. The results of case study show that the leveraged classification schema reflects current knowledge asset management and characteristics of corporations. Our finding is that most top-quality knowledge management corporations are likely to develop well-balanced knowledge asset.

• 지식경영연구
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• 제22권3호
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• pp.55-73
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• 2021

공유 경제는 쓰지 않은 자원을 다른 사람들과 나누어 쓰는 협력적 소비로 인식되고 있다. 본 연구에서는 공유 숙박업 이용 고객들의 충성도에 영향을 미치는 요인들을 살펴보고자 하였다. 고객들이 공유 숙박업 경험에서 느낀 감정과 자아 이미지 일치성, 인지된 가치를 고객 충성도에 영향을 주는 선행요인으로 고려하였다. 그리고 진정한 경험, 숙소 시설, 가격 공정성을 공유 숙박업의 선택속성으로 고려하였다. Airbnb가 공유 숙박업에서 가장 큰 업체이기 때문에 설문 대상으로 선정하였다. 294명의 Airbnb 이용 고객 데이터를 바탕으로 구조 방정식 모형을 활용하여 요인들 간 관계를 분석하였다. 또한, Airbnb를 이용한 고객이 작성한 리뷰를 통해 고객이 어떤 사항을 중요하게 고려하였는지 살펴보았다. 이를 위해 네이버 블로그에서 Airbnb 리뷰를 수집하여 LDA기반 토픽모델링을 실시하였다. 본 연구 결과를 통해 공유 숙박업에 대한 고객들의 충성도에 영향을 미치는 요인들에 대한 이해를 바탕으로, 효과적인 마케팅 전략과 운영 관리 전략을 수립하는데 도움을 줄 수 있을 것으로 기대된다.

• 한국컴퓨터정보학회논문지
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• 제14권8호
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• pp.127-136
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• 2009

고객의 소리(VOC: Voice of the Customer)는 기업 및 다양한 조직들에서 고객의 요구사항들을 획득하는 과정을 기술하기 위해서 경영 및 정보기술에서 사용되는 용어이다. 최근, 기업들은 고객 만족을 위하여 VOC를 처리하고, 저장/분석하여, 문제의 재발 방지 및 개선 활동, 제품 및 서비스의 기획 및 개발에 활용하려는 노력을 하고 있다. 지금까지, 이러한 VOC 관리 시스템은 호텔업 및 보험/금융업 등의 서비스 산업들을 위주로 도입되어 왔다. 본 논문에서는 대규모 제조업을 대상으로 다양한 채널로 들어오는 VOC의 통합 관리 방안을 제시하고, 제시된 방안을 기반으로 한 통합 VOC 관리 시스템의 구축 사례를 기술한다. 이러한 통합 VOC 관리시스템을 구축함으로써, VOC를 기업의 중요한 지식 자산으로 저장하고 활용할 수 있게 되었다.

• 아태비즈니스연구
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• 제3권1호
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• pp.39-47
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• 2012

Organizations pursue a CRM strategy for the purpose of increasing business performance and value. However, firms face a multitude of organizational challenges associated with this endeavor. To reduce their risk of failure, it is suggested that firms undertake a deep analysis of organizational readiness prior to committing to a CRM initiative. Insurance sector is no exception to this fact. There is an increased need to concentrate on the various challenges thrown open by the public insurance firms in implementing CRM. Many insurance firms have invested into customer driven CRM but research indicates varying outcomes (Schmith 2004). While it is clear that there are significant issues involved in the CRM implementation and success and environment faced by the public sector. It is clear that business should have an easier time in applying CRM systems is the strategic value for public sector. With customers demanding more service and accessibility from administrators, public sector CRM software technologies have to offer best solutions for achieving process and cost objectives (Souder 2001). With results which go far beyond improved service delivery and include sustained cost reductions, increased customer knowledge and better employee morale, CRM software implementation and post product environments offer great upside value. Although there are material differences in public sector use of CRM strategy, they share at least one glaring similarity - they have much to gain from proven CRM software technology. As business methods cross over in the public sector, many government bodies are investigating how they can adopt and adapt various CRM models (Bleyer 2003). There is a need to understand the similarities and differences in public sector CRM to foster shared knowledge, business processes and planning functions to integrate disparate technologies and software platforms and then, of course, the organizational culture to support knowledge sharing (Peters 1997). For the public sector, there are clearly identified CRM processes which have resulted in increased profits and improved efficiency. These have focused on sales, marketing and customer service activities, which often operate along fundamentally different lines in various public sector insurance companies. Thus the present research paper makes an attempt to explore how public sector CRM methods can be adopted and subsequently adapted.

• 한국의류산업학회지
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• 제16권1호
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• pp.91-100
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• 2014

The purpose of this study was to examine the effect of consumer's environmental knowledge, eco-friendly attitude and purchase intention about fashion consumers' eco-friendly products. This study was conducted by a survey of 330 males and females fashion consumers in their 20s-40s who experienced eco-friendly fashion products purchase. Respondents, who had purchased eco-friendly fashion items at least once, were selected using convenience sampling through the online survey from March $20^{th}$ to $30^{th}$ in 2013. The collected materials were analyzed by frequency analysis, factor analysis, t-test and multi-regression using SPSS 19.0 software. Through the result of statistical analysis, it is found that environmental knowledge has three dimensions; natural environmental knowledge, urbanized environmental knowledge, environmental pollution knowledge. Also the effects of environmental knowledge on eco-friendly attitude are significant and eco-friendly attitude has influence on eco-friendly fashion products purchase behavior. Eco-friendly attitude had an effect word of mouth intention. In addition, there are notable differences in environmental knowledge, eco-friendly attitude and purchase intention depending on fashion consumer's age. The results of this study will provide useful information for both eco-friendly customer management and fashion marketing strategies. Therefore, the fashion company is needed to consider personal characteristics, customer needs and present condition of purchasing eco-friendly fashion products.

• Asian Journal of Innovation and Policy
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• 제3권2호
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• pp.245-261
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• 2014

Knowledge, technology and information have special characteristics different from the ones of normal consumer products and services. Especially the value of such information varies according to external elements such as the provided environment, their method of utilization, and the level and purpose, etc. of the user. In this study, the indicators of information customer value are developed and measured to enhance customer-based values with efforts for making new customers and maintaining existing customers. The result is as follows: 14 customer value indicators were developed. Among the indicators, value gained versus effort, reduced time for research idea investigation and savings in time searching for equipment, and tools and materials got the highest score, which means that time-saving effects were the most important. The field study of this paper was conducted from information users in the field of national R&D, and thus future studies could be conducted in various industries in many countries to attain generalized results.