• 경영과학
• /
• 제23권1호
• /
• pp.87-113
• /
• 2006

This paper describes a comprehensive approach to examine how technological innovation contributes to the renewal of the firm's competences through its dynamic and reciprocal relationship with R&D and product commercialization. Three theories of technology and innovation (R&D and technological knowledge concept, product-process concept, technological interdependence concept) are used to relate technology and innovation to strategic management. Based on those theories, this paper attempts to identify dynamic relationship between product innovation and process innovation by system dynamics, by investigating the aspect of the dynamic changes of the closed feedback circulation structure in which R&D investments drive technological knowledge accumulation, and such knowledge accumulation actualizes product innovation and process innovation, subsequently resulting in the increase of productivity, customer satisfaction, profit generation, and re-investment on R&D from the created profits. This provides the ability to assess the advantages and disadvantages of different technological innovation strategies and commitments, and the opportunity to explore equilibrium point and suggest a generalized technological innovation model under different industry environment parameters and time-strategies.

• 한국통신학회논문지
• /
• 제22권4호
• /
• pp.823-832
• /
• 1997

As enterprises use ATM networks for their private networks and as these private networks use public ATM networks for wide area communication, the need for the customers to be able to manage both private and public networks. Currently, some standardization work is being done towards providing this capability to customers. In this paper, we propose a new customer network management (CNM) system architecture for the management of both ATM a private network and a public network in a uniform way. The particular features of the proposed architecture lies in the efficient support of the complex hierarchial TMN manager-agent relationships at M3 and M4 interfaces, and the support of SNMP and CMIP integration which is necessary for the implementation of a CNM system. The TMN hierarchical many-to-many manager-agent relationships are realized by the utilization of CORBA-Based SMK (Shared Management Knowledge) implementation. We have also implemented the prototype of a ATM CNM system, and measures the performance for the demonstration of the suitability of the proposed architecture.

• 경영과정보연구
• /
• 제23권
• /
• pp.25-40
• /
• 2007

In the highly competitive and divers world of financial market, customer is the single most important factor to company's survival. Especially, creating a relationship with valued customers is a key to success. CRM provides the mean to retain high value customers. It takes a prospect of what customers expect. Utilizing those knowledge can help the products and service meet the customers' needs, thereby maximizing customer satisfaction and company's profit. In this report, I am going to suggest a few ways to develop successful CRM in the life insurance industry. First, CRM should innovate the way of communication to keep pace with Web 2.0 era. In other words, the customer's needs should be caught by real-time communication than traditional off-line market research. Thus, the functionality and specification of products can be decided by customer's direct choice so that the customers are able to purchase the understanding and experience of the products. Second, CRM project should consider whether the initial strategy plan can promise the stable growth of customer at the first step. When planning strategy, the project needs to identify what customer wants and how to fulfill the needs with stable growth of the customer. In addition, the CRM should be developed by realizing that customer centric benefits ultimately guarantee the growth of the organization. Third, CRM systems should enhance the organization's ability to take the customer's insight in a 360 degree view and to capture the voice of the customer directly. In order to develop the best matched product package, more precise customer segmentation should be ahead of market segmentation strategy. Forth, the biggest reward from CRM will be a customer royalty program. Many successful banks are already planning and practicing customer royalty strategy. A comprehensive analysis of customers and their behavior allow organization to identify high value potential customers' needs and determine a strategy required to meet those needs. Even life insurance companies such as Prudential Korea are developing products designed for royal customers. Fifth, understanding and managing the experience of customer called Customer Experience Management also can increase customer satisfaction. Measuring only customers' experience and adapting it to marketing strategy make products position in the gap between the customers' expectation and experience not required by market. A key component of CEM is its application across all organizational functions. At last, the direction of change and development of CRM can be defined from the conceptualization of information technology represented by Ubiquitous and Web 2.0. Instead of just managing customer information, companies should take the initiative in personalized system with customer oriented strategy. Furthermore, with the regular communication between CRM stakeholders (Sales-Marketing-IT), customer's demand should be directly reflected to enterprise strategy in real time.

• 대한안전경영과학회:학술대회논문집
• /
• 대한안전경영과학회 2007년도 추계학술대회
• /
• pp.311-317
• /
• 2007

This study introduces 2007 criteria of Malcom Baldridge National Quality Award (MBNQA) for performance excellence. Baldridge criteria is composed of the seven categories such as leadership, strategic planning, customer and market focus, measurement, analysis, and knowledge management, workforce focus, process management, and results. Moreover this paper proposes various integrated systems with MBNQA.

• 아태비즈니스연구
• /
• 제2권1호
• /
• pp.23-48
• /
• 2011

Generally, higher brand equity ends up with higher market share and higher profitability. However, superior brand equity does not guarantee the success in the market. That is, consumer choice is closely related to brand equity but we need more than brand equity to explain this complex phenomenon. We adopt the customer equity concepts: value equity, brand equity, and retention equity. By incorporating value equity and retention equity into customer equity, it is possible to avoid the problems of using the brand equity only. In the paper, we apply this customer equity concepts to cellular phone and investigate the effects of antecedent variables such as exposure, knowledge, positive experience and negative experience on the components of customer equity. In addition, as surrogate measure of customer lifetime value, the weighted measure of purchase intention, consideration set inclusion, and next purchase is used as dependent variable. We estimate the effects of components of customer equity at the brand level and aggregate level using SURE model. Estimation results show that Apple has currently low market share but has high future potentials and Korean firms have currently high market share but has rather low future potentials.

• 지식경영연구
• /
• 제21권1호
• /
• pp.197-210
• /
• 2020

The smart speaker includes an AI assistant function in the existing portable speaker, which enables a person to give various commands using a voice and provides various offline services associated with control of a connected device. The speed of domestic distribution is also increasing, and the functions and linked services available through smart speakers are expanding to shopping and food orders. Through text mining-based customer review analysis, there have been many proposals for identifying the impact on customer attitudes, sentiment analysis, and product evaluation of product functions and attributes. Emotional investigation has been performed by extracting words corresponding to characteristics or features from product reviews and analyzing the impact on assessment. After obtaining the topic from the review, the effect on the evaluation was analyzed. And the market competition of similar products was visualized. Also, a study was conducted to analyze the reviews of smart speaker users through text mining and to identify the main attributes, emotional sensitivity analysis, and the effects of artificial intelligence attributes on product satisfaction. The purpose of this study is to collect blog posts about the user's experiences of smart speakers released in Korea and to analyze the attitudes of customers according to their attributes. Through this, customers' attitudes can be identified and visualized by each smart speaker product, and the positioning map of the product was derived based on customer recognition of smart speaker products by collecting the information identified by each property.

• 한국조리학회지
• /
• 제21권5호
• /
• pp.204-213
• /
• 2015

본 연구의 목적은 말레이시아의 조호바루 지역에 거주하는 신세대 소비자들의 카페의 foodscape가 만족도와 행동의도에 어떠한 영향을 미치는지에 관한 것이다. 총 330명의 카페 고객을 대상으로 설문조사를 하였다. 말레이시아 조호바루 지역은 이웃국가인 싱가폴과 인접한 국경도시로, 말레이시아의 타지역에 비해서 신세대들이 보다 많이 거주하고 있다. 이에 따라 본 연구는 말레이시아의 타 지역과 인구통계학적으로 차별화가 되는 조호바루 지역을 선택함으로써 보다 차별화된 결과를 지니고 있다고 할 수 있다. 본 연구는 카페 고객이 느끼는 foodscape 요인들이 만족도와 향후행동에 어떠한 영향을 미치는지에 알아보고 있다. 카페의 음식의 presentation과 temperature와 freshness는 만족도에 긍정적인 영향을 미친다. 하지만 food variety는 만족도에 긍정적인 영향을 미치지 않는 것으로 나타났다. 또한, 만족도는 향후행동 의도에 긍정적인 영향을 미치는 것으로 나타났다. 향후 말레이시아의 국경도시인 조호바루에 진출하려는 cafe 관련 식음료 사업체들에 어떤점이 고객들에게 어필할 수 있는지를 보여주는 중요하고 의미 있는 연구라고 할 수 있다.

• 디지털산업정보학회논문지
• /
• 제9권3호
• /
• pp.173-185
• /
• 2013

In this study, the relationships of factors influencing the ways alternative types of new digital products are accepted into the market will be structuralized. On the basis of previous research, it is assumed that customers intend to use alternative types of new digital products when they have a higher value than existing products. The consumer's feeling of attraction toward the product is another factor included in the evaluation of its quality. And the attraction of the products that the consumers feel is also included in the evaluation of the qualities of the product. The results of the study indicate first that a product's value affects its attraction, but not the usage intention of the customer. Second, the benefits of the product affect the customer's recognition of its value, while cost does not. Third, environment affects recognition by the customer of the product's attraction, while knowledge of the product does not. By structuralizing the factors that influence the customer's usage intention about alternative types of new digital devices, the causal relationships of the factors involved in the acceptance of new products into the market and their success can be comprehended.

• 경영과학
• /
• 제17권3호
• /
• pp.19-30
• /
• 2000

Customization and personalization services are considered as a critical success factor to be a successful Internet store or web service provider. As a representative personalization technique, personalized recommendation techniques are studied and commercialized to suggest products or services to a customer of Internet storefronts based on demographics of the customer or based on an analysis of the past purchasing behavior of the customer. The underlining theories of recommendation techniques are statistics, data mining, artificial intelligence, and/or rule-based matching. In the rule-based approach for personalized recommendation, marketing rules for personalization are usually collected from marketing experts and are used to inference with customers data. however, it is difficult to extract marketing rules from marketing experts, and also difficult to validate and to maintain the constructed knowledge base. In this paper, we proposed a marketing rule extraction technique for personalized recommendation on Internet storefronts using market basket analysis technique, a well-known data mining technique. Using marketing basket analysis technique, marketing rules for cross sales are extracted, and are used to provide personalized advertisement selection when a customer visits in an Internet store. An experiment has been performed to evaluate the effectiveness of proposed approach comparing with preference scoring approach and random selection.

• 경영과학
• /
• 제24권2호
• /
• pp.177-196
• /
• 2007

For better predictions and classifications in customer recommendation, this study proposes an integrative model that efficiently combines the currently-in-use statistical and artificial intelligence models. In particular, by integrating the models such as Association Rule, Frequency Matrix, and Rule Induction, this study suggests an integrative prediction model. Integrated models consist of four models: ASFM model which combines Association Rule(A) and Frequency Matrix(B), ASRI model which combines Association Rule(A) and Rule Induction(C), FMRI model which combines Frequency Matrix(B) and Rule Induction(C), and ASFMRI model which combines Association Rule(A), Frequency Matrix(B), and Rule Induction(C). The data set for the tests is collected from a convenience store G, which is the number one in its brand in S. Korea. This data set contains sales information on customer transactions from September 1, 2005 to December 7, 2005. About 1,000 transactions are selected for a specific item. Using this data set. it suggests an integrated model predicting whether a customer buys or not buys a specific product for target marketing strategy. The performance of integrated model is compared with that of other models. The results from the experiments show that the performance of integrated model is superior to that of all other models such as Association Rule, Frequency Matrix, and Rule Induction.