• 한국디지털정책학회:학술대회논문집
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• 2003.12a
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• pp.11-24
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• 2003

It is far more expensive for companies to acquire new customers than it is to retain customers. As a result, companies are turning to Customer Relationship Management (CRM) in order to make decisions about managing the relationship and the profitability of those customer relationships. CRM is a strategy that integrates the concepts of Knowledge Management, Data Mining and Data Warehousing in order to support the organization's decision -making process to retain long-term and profitable relationships with its customers. This paper examines the design implications that CRM poses to data warehousing. We then present a robust data warehouse schema to support CRM analyses and decisions. For example, the proposed schema could be used to calculate customer profitability and to identify social networks of influence between customers. The paper also discusses future areas for research pertaining to CRM data warehousing and data mining.

• Industrial Engineering and Management Systems
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• v.11 no.3
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• pp.224-232
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• 2012

The paper proposes a non-parametric methodology, data envelopment analysis, for measuring efficiency and productivity in service delivery systems with capacity constraints. The methodology provides allocation approaches for studying behaviors of firm and customers in service delivery strategy. The experimental study is carried out to investigate allocation behaviors and conduct an objective tradeoff between efficiency approach and productivity approach. The experimental result indicates that the efficiency approach allocates resource via maximizing customer efficiency rather than firm productivity as in the productivity approach. Moreover, the experiment reveals that there exists an objective tradeoff between the efficiency approach and the productivity approach. These findings provide strategic options for allocation policy in service delivery systems.

• Industrial Engineering and Management Systems
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• v.15 no.2
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• pp.123-130
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• 2016

We introduce a queueing system with general arrival stream and exponential service time under the N-policy, where customers may renege during idle period and arrival rates may vary according to the server's status. Probability distributions of the lengths of idle period and busy period are derived using absorbing Markov chain approach and a method to obtain the optimal control policy that minimizes long-run expected operating cost per unit time is provided. Numerical analysis is done to illustrate and characterize the method.

• Journal of Applied Reliability
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• v.6 no.2
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• pp.151-161
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• 2006

This article is concerned with cost analysis model in periodic maintenance policy. The repair policy is differently applied according as unit importance during an item being used and unit restoration during an item being failed. So in this paper the repair policy with minimal repair is considered as follow : as the occurrence of failure between minimal repair and periodic interval time, unit is replaced by a spare unit until the periodic maintenance time arrived. Then total expected cost per unit time is calculated according to scale parameter of failure distribution in a view of customer's. The total expected costs are included repair and usage cost : operating, fixed, minimal repair, periodic maintenance and spare unit cost. Numerical example is shown in which failure time of item has Erlang distribution.

• Journal of Korean Institute of Industrial Engineers
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• v.37 no.3
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• pp.216-228
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• 2011

A logistics system involving a supplier who produces and delivers a single product and a buyer who receives and sells the product to the final customers is analyzed. In this system, the supplier and the buyer establish a contract which specifies that the supplier will deliver necessary amount of the product to raise inventory up to a specified position at the beginning of each period. A new periodic order-up-to-level inventory control policy specifically designed for nonstationary end customer's demand is proposed for the system. Simulations are used to test the efficiency of the proposed policy. An analysis of the test results reveals that the proposed policy performs much better than does the existing order-up-to-level policy, especially when the demand is nonstationary.

• IE interfaces
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• v.14 no.1
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• pp.30-38
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• 2001

Logistics network management has become one of the most important sources of competitive advantage regarding logistics cost and customer service in numerous business segments. Logistics network simulation is a powerful analysis method for designing and planning the logistics network optimally in an integrated way. This paper introduces a logistics network simulator, LONSIM, developed by author. LONSIM deploys a mix of simulation and optimization functions to model and analysis logistics network issues such as facility location, inventory policy, manufacturing policy, transportation mode, warehouse assignment, supplier assignment, order processing priority rule, and vehicle routes. LONSIM is built with AweSim 2.1 and Visual Basic 6.0, and executed in windows environment.

• Journal of Digital Convergence
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• v.13 no.11
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• pp.303-311
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• 2015

The aim of this study was to identify the effect of organization culture perceived by nurses on the customer orientation. The participants in this were 442 nurses and data were collected from October 1 to 15, 2014. Data was analyzed using SPSS 21.0 programs. The nursing organizational culture positively correlated with nurses' customer orientation. The amount of customer orientation had interrelation with relationship orientated culture, rank orientated and task orientated culture, in charge nurse, and non-shift work as a working type in nursing organizational culture were significant variables which allowed to expect customer orientation. Therefore, hospital managers should put efforts to develop nursing organizational culture filled with internal members in order to improve nurses' customer orientation.

• The Journal of the Korea Contents Association
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• v.15 no.8
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• pp.375-388
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• 2015

This study verified empirically and analyzed systematically how the hospital choice factors of visitors in general hospitals influence customer satisfaction and revisiting intention. As a survey way for hypothesis verification of this study, we took a direct survey for 4 weeks(June 1 to June 28, 2014) to the outpatients and their guardians visiting the three general hospitals in Busan, Ulsan, Gyeong-nam. For the survey we distributed a total of 550 questionnaire and used the final 519 of them in verifying this research model except unreliable 31 data. The result showed that human element, accessibility element and public image of hospital choice factors effected on the customer satisfaction, but physical and effectiveness factors did not effect on it. And, the only public image factor of hospital choice factors have a good effect on the revisiting intention. Also, it influenced between customer satisfaction and revisiting intention, so it is proved that the customer satisfaction is a important factor to revisiting intention. The hospitals should promote a hospital policy to connect with customer satisfaction and income growth and provide a high-quality medical service by making effectively use of planning priority strategies of hospital management with a variety of factors.

• Journal of Digital Convergence
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• v.11 no.4
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• pp.189-196
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• 2013

The main purpose of this study was to investigate the effect of CSR identity on customer-corporate identification and to explore the effect of customer-corporate identification on consumers' affective commitment and behavioral commitment intention. Indeed, this study investigated the mediating role of affective commitment in linking customer-corporate identification and behavioral commitment intention. Results found CSR identity to be a statistically significant construct that has an impact on consumers' customer-corporate identification. The result also showed that customer-corporate identification had positive effect on customers' affective commitment and behavioral commitment intention. And affective commitment was found to be a statistically non significant mediator that explaining the relationship between customer-corporate identification and behavioral commitment intention.

• Journal of Digital Convergence
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• v.14 no.3
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• pp.143-150
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• 2016

We analyzed the relationship among customer value, satisfaction and continuous use intention of tourism social commerce in this study. And also we observed the moderating effects of regulatory focus on the relationship between customer value and satisfaction. As the results, we found partially positive relationship between customer value and satisfaction and positive relationship between satisfaction and continuous use intention of tourism social commerce. The regulatory focus partially moderated the relationship between customer value and satisfaction. Finally we emphasize the importance of customer value, enhancing promotion focus and weakening prevention focus for continuous use intention of tourism social commerce.