• 한국항공운항학회지
• /
• 제25권1호
• /
• pp.11-22
• /
• 2017

Aviation/tourism industry has a unique characteristic of high inter-dependance between customer and service-provider. It is the mental condition of service-provider that could influence on the attitude of the service-provider. Thus, it is important to manage the mental condition of the service employees to enhance a company's financial performance. This paper tries to analyze the combined model of both policy acceptance and service profit chain(SPC) models. First, service policy acceptance model tells how the service policy acceptance, which consists of policy compliance, trust, participation and policy failure, would influence on SPC model. According to empirical research, it was found that both the employees' policy compliance and the policy trust have a positive significant impact on their participation on service policy. In the policy acceptance model, the employee's voluntary participation based on their trust and compliance of the policy was proven to have a positive effect on increasing job satisfaction and customer orientation. Regarding SPC model, their participation in the policy had the strongest impact among variables on customer orientation. Such results implies the employees' participation on the policy could become the starting point to enhance the customer value.

• 한국국방경영분석학회지
• /
• 제28권2호
• /
• pp.1-19
• /
• 2002

This study shows the effect of inventory policy change from supplier-based to customer-based. We focus on the service level, cost, and information distortion of the Military Supply Chain(MSC) with System Dynamics. We design MSC model according to field practician interviews by using Vensim. The simulation makes a comparison between supply-based inventory policy performances and order-based inventory policy performances. In order to evaluate the MSC performances, we measure the accumulation of backlog(service level), supply chain cost, and order percentage overshoot(information distortion). The results show that 1) changing inventory policy from supplier-based to end customer order-based gets a good customer service, reduces MSC cost, and prevents information distortion, 2) changing inventory policy from supplier-based to immediate customer order-based reduces a small amount of MSC cost and deteriorates customer service, and 3) supply level is main factor for MSC performances improvement. This study implicates the policy change makes a improvement of MSC performance without introducing information system.

• Journal of Information Technology Applications and Management
• /
• 제22권4호
• /
• pp.225-251
• /
• 2015

This paper analyzed factors for employees to violate information security policy in financial companies based on the theory of reasoned action (TRA), general deterrence theory (GDT), and information security awareness and moderating effects of perceived sensitivity of customer information. Using the 376 samples that were collected through both online and offline surveys, statistical tests were performed. We found that the perceived severity of sanction and information security policy support to information policy violation attitude and subjective norm but the perceived certainty of sanction and general information security awareness support to only subjective norm. Also, the moderating effects of perceived sensitivity of customer information against information policy violation attitude and subjective norm were supported. Academic implications of this study are expected to be the basis for future research on information security policy violations of financial companies; Employees' perceived sanctions and information security policy awareness have an impact on the subjective norm significantly. Practical implications are that it can provide a guide to establish information security management strategies for information security compliance; when implementing information security awareness training for employees to deter violations by emphasizing the sensitivity of customer information, a company should make their employees recognize that the customer information is very sensitive data.

• 한국조리학회지
• /
• 제13권3호
• /
• pp.317-327
• /
• 2007

The purpose of this study was to explore the relationship between the food safety-oriented policy and the survey on its effect in foodservice industry. The current thesis was based on the questionnaire survey conducted between January and March 2006 for seven food service companies. 240 questionnaires were distributed to each of the selected restaurants, from which a total of 200 questionnaires were collected. The results of this study were analyzed with the frequency analysis, correlative analysis and regression analysis using the SPSS 12.0 package program. The results of the test of hypotheses can be summarized as follows. We find that, as for food safety-oriented policy factors, there is a significant relationship among the survey factors including customer satisfaction, cost reduction, customer prior occupation, accident prevention and suitable relation. The current analysis exhibits favorable results in the food safety-oriented policy and the survey factors. Thus, foodservice management needs to employ food safety-oriented policy aggressively.

• 가정과삶의질연구
• /
• 제20권3호
• /
• pp.113-124
• /
• 2002

The purpose of this study was to identify the subarea of customer complaints handling service and to accomplish the data for an improvement of complaints handling get service through the evaluation of the importance and performance on customer handling service as subdivisions of customer complaints handling service. The data were collected 303 female/male, 20-30 age by outline survey. The major findings of this study were as follows: 1) The subdivisions of customer complaints handling service were classified into four different factors ; promptness, empathy, information, policy factors. 2) As the subdivisions factors, importance was promptness, empathy>information>policy factor and performance was empathy>information>promptness>policy factor in order. 3) There were question asking the performance evaluation of influencing the total satisfaction of customer complaints handling service. There were promptness, empathy of performance evaluation of influencing the total satisfaction.

• 정보관리학회지
• /
• 제25권3호
• /
• pp.119-141
• /
• 2008

본 연구는 먼저 민간의 고객관계관리(CRM)시스템을 정부차원에서 적용한 정책고객관계관리(PCRM) 시스템의 개념과 현황, PCRM과 CRM의 비교, 그리고 통일부의 도입사례를 통해 PCRM의 핵심인 고객의 정의와 분류 과정에 대해 살펴본다. 다음, 통일부 소속 전문도서관인 북한자료센터의 사례를 통해 다른 정부기관 전문도서관에서의 활용 방향과 전자정부에서 시도된 다른 연계 시스템들과의 관계에 대해 논구한다. 마지막으로 이를 통해 PCRM이 전문도서관에서 발전적으로 정착하기 위해서 보안해야 할 문제에 대해서 고찰한다.

• 산업경영시스템학회지
• /
• 제38권1호
• /
• pp.21-29
• /
• 2015

A steady-state controllable M/G/1 queueing model operating under the {T:Min(T,N)} policy is considered where the {T:Min(T,N)} policy is defined as the next busy period will be initiated either after T time units elapsed from the end of the previous busy period if at least one customer arrives at the system during that time period, or after T time units elapsed without a customer' arrival, the time instant when Nth customer arrives at the system or T time units elapsed with at least one customer arrives at the system whichever comes first. After deriving the necessary system characteristics including the expected number of customers in the system, the expected length of busy period and so on, the total expected cost function per unit time for the system operation is constructed to determine the optimal operating policy. To do so, the cost elements associated with such system characteristics including the customers' waiting cost in the system and the server's removal and activating cost are defined. Then, procedures to determine the optimal values of the decision variables included in the operating policy are provided based on minimizing the total expected cost function per unit time to operate the queueing system under considerations.

• 디지털융복합연구
• /
• 제13권4호
• /
• pp.1-7
• /
• 2015

정책고객서비스(Policy Customer Relationship Management: PCRM)는 공공부문의 고객관계관리(Public CRM)를 말한다. 그러나 현재 정부 37개 부 처 청 공무원들은 공공고객관계관리(Public CRM)를 단순히 정책고객 DB 리스트와 컴퓨터 프로그램을 활용한 여론조사 도구 정도로만 활용하고 있는 실정이다. 연구결과, 공무원과 일반국민이 함께 PCRM을 정책고객서비스를 포함하는 공공고객관계관리라는 포괄적인 개념으로 공감하고, PCRM 활용이 공공부문 홍보에 필수불가결한 요소로 강제했을 때, PCRM PR 활성화 가능성이 높아질 수 있는 것으로 결론지을 수 있다. 본 연구결과를 토대로 다양하고 구체적인 PCRM PR 활용 전략 및 방안을 제안한다.

• 산경연구논집
• /
• 제13권2호
• /
• pp.17-31
• /
• 2022

Purpose: The purpose of this study is to analyze factors affected by the ICT utilization with perspectives of employees (Study 1) and customers (Study 2) that are rarely approached in previous studies. In particular, this study examined how proposed factors on ICT utilization affect employee satisfaction, organization performance, customer satisfaction, and purchasing decision making. Research design, data and methodology: This study conducted an online survey to measure the effects. Cronbach's alpha was applied to test reliability and factor analysis was applied to check validity. Multiple regression analysis and ANOVA were applied to test hypotheses. Results: The results of this study found that the effects of self-development and organizational innovation on employee satisfaction were significant for study 1, while the effects of product satisfaction, promotional offers, and customer communication on purchase decision making were significant for study 2. Conclusions:This study provides managerial and policy implications. At the management level, it is necessary to make specific strategies to improve employee and customer satisfaction and organization performance associated with the utilization of ICT. The results of this study suggest that better policy should be prepared by government to foster utilization of ICT infrastructure and to enhance better relationships with employees and customers.

• 보건행정학회지
• /
• 제15권2호
• /
• pp.37-52
• /
• 2005

This study was performed to explore multidimensional customer royalties and relating factors. 900 households, $1\%$ sample were randomly selected from K city located in Kangwon province. Interview survey was performed with structured Questionnaire for the entire people, 923 persons who experienced medical service utilization during one year before survey on time, september, 2004. In comparison of customer royalties by sociodemographic characteristics, the older group showed the higher level of cognitive and attitudinal royalties significantly. Education and income level also, showed negative relationship with cognitive, attitudinal and behavioral loyalties significantly. The more being a female and a visitor at oriental medicine clinic, the higher level of attitudinal loyalties. Customer satisfaction was a critical explaining variable for cognitive, attitudinal and behavioral loyalties. In multiple regression analysis, some sociodemographic characteristics showed significant relation with customer loyalties and customer satisfaction was the strongest relating variable to customer loyalties. In conclusion, multidimensional approach for customer loyalty is useful for understanding customer behaviors comprehensively. Future studies should focus on developing the more specific and valid measurement tools for customer loyalty in medical service.