• 한국경영과학회지
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• 제36권2호
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• pp.15-32
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• 2011

The research for exchange relationship in customer's perspective is meaningful especially in service, considering distinctive characteristics of service operations such as customer participation in the process whereas most of the recent related researches have been focused on employee's interaction with organization, leader, team and customer. In this study for beauty art service, the exchange party's characteristic is defined with beauty salon's reputation, staff's professionalism and customer's self-esteem. Also the exchange relation perception is classified into symbolism and interaction, Then the directional relations on customer's perspective are empirically investigated in the sequential order of the exchange party's characteristics, the exchange relation perception, the relationship quality and behavioral intention. In addition, the study examined the meditation effect via relationship quality between the exchange relation perception and the behavioral intention. Followings are confirmed from the statistical test with structural equation modelling：Symbolism is significantly caused by all of professionalism, reputation and self-esteem in the descending order of effect size whereas interaction is significantly influenced by only professionalism. The exchange relation perception has significant effect on the relationship quality, in turn which significantly affects behavioral intention. The exchange relation perception shows the significant indirect effect meditated by relationship quality and the insignificant direct effect on behavioral intention. This paper concludes with contribution of this study, managerial implication of the research findings and further research issues.

• 디자인융복합연구
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• 제14권2호
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• pp.17-32
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• 2015

서비스 안에서 고객과 제공자의 측면은 같은 목표를 가지고 있지만, 관점과 목적은 엄연히 다르다. 하지만 기존에 서비스의 여러 툴킷 및 방법론들은 제공자의 측면과 분리해서 고객 위주의 관점에서만 생각하는 경우가 많다. 이 두 측면은 서로 유기적으로 상호작용을 하고 있기 때문에 분리해서 생각하는 것보다는 하나로 묶어서 전체적으로 생각해 보아야 할 필요성이 있다. 따라서 본 연구는 기존의 고객 여정 맵 관점인 고객의 시간 순서에 따른 태스크를 바탕으로 제공자, 특히 고객과 직접 대면하는 내부 직원 관점에서 서비스를 바라본 시스템 여정 맵(System Journey Map)을 제안하였다. 시스템 여정 맵은 크게 고객의 시간별 상황, 그에 따른 내부 직원의 퍼포먼스, 내부 직원의 만족도 평가, 그리고 마지막으로 내부 직원의 상급자가 직원의 수행도를 평가하는 부분으로 구성되어 있다. 서비스 출시 이후, 고객과 내부 직원과의 접점에서 이루어지고 있는 구체적인 행동 패턴을 파악하고 어떠한 부분에서 문제가 발생했는지 한눈에 볼 수 있도록 하여, 무형의 서비스를 시각화해놓은 것에 그치지 않고 이후 문제점을 파악하는 데까지도 유용하게 쓰이기를 기대한다.

• Asia pacific journal of information systems
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• 제12권4호
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• pp.215-235
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• 2002

Recently, most banks in Korea provide internet banking services for customers, and the number of internet banking users is growing rapidly. However, the percentage of internet banking from the perspective of total banking transactions is only about 8.8%. In this thesis we identify customers' perceived value of internet banking and the relationship between customer value and customer loyalty. Furthermore, we illustrate the role of internet banking as the strategic channel of customer loyalty. We performed an empirical data analysis on internet banking users. The results showed that the relationship between customer value and customer loyalty is significant and customer loyalty toward internet banking sites has a positive effect on customer loyalty toward banks. The implications of this study are that internet banking sites should concentrate on delivering customer value such as ease of use, playfulness, and trust, and thereby strengthen customer loyalty.

• Asia pacific journal of information systems
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• 제26권1호
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• pp.80-108
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• 2016

Contemporary organizations strive for customer agility through the deployment of digital technologies on customer-focused operations to build enduring customer relationships, with mobile apps being one of its prominent examples. Drawing on prior agility and ECT literature, this study proposes a model to examine customers' view of a firm's customer agility. Our empirical test of conceptual model from data collected in a field study from 128 customers demonstrated that the conceptual model offers good explanation for customers' view of a firm's customer agility through relationships among customer expectations-customer perceived firm's responsiveness-satisfaction. Data were analyzed using PLS, polynomial modeling, and response surface methodology to examine the relationships between customers' digital interactions with the firm, influence of digitized interactions on customer expectations, customers' evaluation of firm's responsiveness, and subsequent customer satisfaction.

• 유통과학연구
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• 제20권12호
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• pp.59-69
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• 2022

Purpose: The purpose of this research is to identify and design a model for the integration between marketing and supply chain management (SCM) of technopreneurship-based souvenirs MSMEs to fulfil customer value creation. Research design, data and methodology: This research method uses the system development life cycle method. This study draws its insights and conclusions from a literature review in several fields followed by an interactive research approach that helps identify, validate, and implement a theoretical framework so that the modelling results can be adopted in applicative manner for souvenir MSMEs. Result: Implementing the "G-ASPOO-L" supply chain management integration model based on technopreneruship to fulfil value creation in the 5.0 society era created three perspectives: an inter-functional perspective, a process perspective, and an integrated business concept perspective. The supply chain management involves enterprise integration, strategic customer integration, strategic supplier integration, and marketing strategy integration. Conclusion: The proposed model framework leads to managerial problems of supply chain management strategy, which urgently requires an interaction approach that challenges the traditional view of demand creation and implementation of supply chain management to fulfil value creation. This research leverages existing knowledge and advances our understanding of the strategic integration issues companies face in digital-based competition.

• 유통과학연구
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• 제10권10호
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• pp.45-57
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• 2012

Purpose - This study was conducted to evaluate service quality, perceived value, and satisfaction in the performing arts in order to establish a system of relationships that predicts repurchase intention, which increasingly needs to be studied as the domestic performing arts market grows. Research design, data, and methodology - Another purpose of this study is to identify 'work-related factors' and 'performing-arts-related factors' in the performing arts industry, and to observe the influence of the core SQ factors expected to influence audiences' purchase intentions through perceived value and customer satisfaction. The empirical study to test the hypothesis was based on a review of the literature and employed the survey method; data were collected from a total of 500 audience members. Results - The major results of the analysis are as follows. First, in terms of quality factors affecting perceived value, literary quality, level, professionalism, and musical quality were shown to have a significant influence as key factors from the performing arts perspective, while reliability, convenience, and related costs were indicated to exert a significant influence as additional factors related to work. Secondly, the quality factors with a significant influence on customer satisfaction were literary quality, professionalism, and musical quality, which were shown to have a significant influence from the performing arts perspective, while only reliability was indicated to exert a significant influence on work-related factors. Third, perceived value was shown to have a strong positive (+) influence on customer satisfaction, with both perceived value and customer satisfaction exerting a significant influence on the revisit intention. Finally, according to the results a difference analysis with demographic variables, viewing variables as moderating variables, differences according to gender were indicated in the influence of literary value and lel on perceived value, and in the influence of convenience and professionalism on customer satisfaction as well. Also, in terms of the influence of perceived value on customer satisfaction, males were found to be more influenced than females. Conclusions - Based on the above results, the suggested implications of the present study are as follows. First, through the consideration of not only the crucial work perspective in performing arts services, which has been inadequate in the past, but the additional performance-related level, the previously unevenly distributed viewpoints were expanded for application. Second, in verifying the relationship between expanded quality factors and the factors that determine consumer behavior while simultaneously considering key factors and additional related factors, work-related service quality factors were shown to exert a stronger influence on perceived value and customer satisfaction than performance-related factors. Third, for service factors related to performance, the reliability factor exerts an influence on perceived value and customer satisfaction, requiring that a performance planner secure and manage diverse channels to immediately support customer requests in providing performance theater services.

• 수산경영론집
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• 제48권1호
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• pp.31-49
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• 2017

This study focuses on developing a theoretical framework for evaluating Operational Performance of the Marine Forest Creation project on a balanced and comprehensive perspective by using BSC, AHP, and IPA. Also, the purpose of this study is empirically to analyze operational performance of the project and to suggest the future improvement plan. For this purpose, We will first determine the critical success factors(CSF) and key performance indicators(KPI) required for evaluating the performance of the Marine Forest Creation project from the four perspectives of BSC. And, After determining the weight for each of CSF, KPI, and four perspectives of BSC by using AHP, we will measure the project performance. We will also conduct IPA analysis to propose the direction of improvement of the Marine Forest Creation project. The results of this study are as follows. First, this study has drawn 8 critical success factors and 16 key performance indicators for four BSC perspectives based on the theoretical considerations and expert interview survey. Second, as a result of deriving relative importance of BSC perspectives using AHP, customer perspective was the highest, followed by financial perspective, learning and growth perspective, and internal process perspective. Third, as the results of analyzing the importance and performance of BSC perspectives using IPA, customer perspective was the maintenance reinforcement category, financial perspective was the key improvement category, internal process perspective and learning and growth perspective were gradual improvement category. This study has a great academic significance in terms of BSC first tried to evaluate the performance of the Marine Forest Creation project. The results of this study are expected to lead to various discussions for a balanced and comprehensive verification of Marine Forest Creation project performance.

• 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.

• 한국산업정보학회:학술대회논문집
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• 한국산업정보학회 2007년도 춘계학술대회
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• pp.202-208
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• 2007

As one of the key strategic resources, the customer knowledge not only improves the performance of customer relationship management, but fosters the sustained competitive advantages as it creates values for customers with customer knowledge management. On the basis of the general introduction of research on customer knowledge management, this paper develops the research on customer knowledge management from the perspective of strategic management, and discusses further relevant studies concerning concepts of customer knowledge and customer knowledge management, studying perspectives, key questions as well as development directions for research, and so on.

• 한국의류산업학회지
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• 제12권5호
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• pp.591-598
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• 2010

Customer misbehavior can affect dissatisfaction and negative behavioral responses of other customers at the service encounter. This study explored other customer and retail employee reponses to customer anger and aggressive behaviors at the service encounter by examining the perceived wrongness of such behaviors under different situations and comparing the two perspectives of retail employees and consumers. Three scenarios were developed representing different situations including firm's responsibility, both of customer and employee responsibilities, and uncontrollable one. Data were collected from individual interviews with 222 retail employees and 149 consumers. The results showed that the consumers' perceived wrongness of customer aggressions were higher comparing to that of employees. The reasons of perceived wrongness were different by three situations implying that responsibility and controllability affected the perceived wrongness. The study further discusses implications.