• The Journal of Industrial Distribution & Business
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• v.15 no.2
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• pp.1-10
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• 2024

Purpose: The aim of this study is to examine the factors influencing prospects toward for the metaverse in both the public and private sectors, focusing on the perspectives of millennials and generation Z that were rarely examined in previous studies. Research design, data and methodology: This study employed an online survey as its research methodology utilizing factor analysis, ANOVA, and regression analysis to test the formulated hypotheses. Results: The findings of this study reveal that factors such as citizen/customer relationship management, the application of metaverse in both in the public and private sectors. Moreover, the effect size of applying the metaverse to cities on prospects toward the Metaverse was notably higher in the public sector. The effect size of metaverse management for customer relationship management showed a greater impact in the private sector. Conclusions: The results carry significant managerial and policy implications. They shed light on how millennials and generation Z perceive the applications of the metaverse in relation to cities, products, and brands. Notably, the results suggest that application of the metaverse for cities and management of customer relationships for products and brands emerge as key factors influencing the prospect of the metaverse in the public and private sectors.

• Asian Journal of Innovation and Policy
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• v.5 no.1
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• pp.78-91
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• 2016

To counter-attack against piracy, the movie industry is continuously developing new technologies for the protection of intellectual properties, only to find them instantly useless especially in the digital age. This study shifts the focus from technology to customer behavior, and analyzes customer behaviors vis-à-vis piracy using economic models. The theoretical model of optimal holdback strategy under the threat of piracy was derived and the result shows that holdback can be used as a tool not only for hedging the loss due to piracy, but also for reducing piracy. Based on the theoretical model, we suggested proper holdback strategy for each type of movie piracy.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.13 no.12
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• pp.5759-5763
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• 2012

I conducted structural model analysis which is considered the influence of "government policy and micro-enterprise manager's characteristics" on management performance through effective analysis on governmental policy for micro-enterprise funding, training and consulting support. This study results showed characteristics of micro-enterprise manager and government policy significant to management performance. In the structural model, significant independent variables are customer's accessibility, promotion availability, goods mobility, customer attractive ability, effectiveness of funding, size of supported training, and effectiveness of training and satisfaction of supported consulting size.

• Journal of Information Technology Applications and Management
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• v.14 no.4
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• pp.221-233
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• 2007

Which factors should influence consumer consideration to subscribe to Voice over Internet Protocol (VoIP)? Policy issues, managerial concerns, and demographic variables are possible factors. This paper discusses policy and managerial issues regarding VoIP adoption. A model that explains VoIP adoption is proposed and tested. This study analyzes a survey of 750 prospective VoIP users in Korea. The testing is accompanied by logistic regression and discriminant analysis. The results show that trust in VoIP, relative comparison of Quality to fixed service, numbering plan, satisfactions of call Quality and customer services on both fixed and mobile services have impacts on the adoption of VoIP. Implications for VoIP providers and policy makers are presented.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.40 no.4
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• pp.87-95
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• 2017

This study aims to configure what dimensions make up for smart phone after service quality, and how this service quality affects customer satisfaction and customer loyalty. Smart phone market is a market of the device leading the digital convergence as well as positioning itself as one of the national growth driving industry. To survive in this matured market, companies should have to respond actively to radical changes and customers needs in the so-called Smart Revolution environment. Lately, however, the smart phone market is prospected to move from growth phase to mature phase by the scholars. In order to proactively respond to the change in such market condition, companies need to provide absolute advantage in customer loyalty over their competitors by revolutionizing the after-sales service quality. Qualified A/S will lead to service satisfaction and achieve customer loyalty. The empirical analysis results obtained through A/S quality are as follows : First, human quality (attitude, expertise, problem-solvability), environment quality (handling agility, convenience, comfort), service policy quality (quality guarantee, additional service operation) are dimensions that make up for A/S quality. Second, A/S quality dimension showed a significant positive influence on service satisfaction and A/S satisfaction showed a positive influence on customer loyalty as well. Based on this empirical study, we propose some implications for A/S quality improvement. First, human quality dimension has relatively higher influence on A/S satisfaction in case of free A/S, so companies need to solve the product problem completely when consumer's first visit by continual employee education. Second, in case of paid A/S, the service policy quality-especially A/S Warranty period- has higher influence on A/S satisfaction.

• Korean Management Science Review
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• v.19 no.2
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• pp.205-220
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• 2002

As the business structure of many industries changes under IT progress and internet economy, the customer information has emerged a key factor in setting up the management policy. The customer has come to replace the product as a central figure in business competition. The domestic life insurance market has also experienced the rapid structural changes in IT time. The competition in the insurance industry to maintain the existing membership and to attract the new members gets stronger under such a new business circumstance. Accordingly, it is necessary for an individual insurance company to develop a systematic marketing plan, based on the customer information, to be competitive in the market. Unlike other studies in which customer characteristics are neglected, this study attempts to utilize the customer information by applying the data mining technique, and then suggests an efficient marketing strategy that could prevail in the competitive business environment.

• Journal of the Korean Operations Research and Management Science Society
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• v.37 no.2
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• pp.31-43
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• 2012

Delivery of a good quality of service in an efficient manner requires matching the supply of capacity with customer demand. Much research has employed queueing models that analyzed the service system on the basis of independent and stationary customer arrivals. However, the appointment system, which is widely used to facilitate customer access to service in many industries including healthcare, has significant influence on the customer arrival process so that the independent and stationary assumption does not hold in an appointment-based service system. In this regard, this paper aims to propose a model for accurate illustration of the appointment-based customer arrival process. The use of the proposed model allows us to evaluate the overall system performance such as mean waiting time and service level under various appointment policies instead of conducting simulation studies.

• Journal of Distribution Science
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• v.20 no.10
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• pp.119-129
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• 2022

Purpose: The purpose of this study was to investigate sales managers' strategic focus on customer acquisition, specifically its effect on salespeople's performance. In addition, this study aimed to determine how salespeople's interpersonal skills, salesmanship skills, and technical knowledge affect the relationship between customer-acquisition management and salespeople's performance. Research design, data, and methodology: This study conducted a survey of 310 salespeople working at pharmaceutical companies. A structural equation modeling approach was applied to test the main effects and interaction effects using AMOS. Results: The results indicated that both managers' customer-acquisition orientation and salespeople's salesmanship skills and technical knowledge positively affected the latter's performance. Further, it was found that the higher the technical knowledge of the salesperson, the greater the effect of the customer-acquisition orientation on sales performance. Conclusions: Sales managers should enable salespeople to quickly acquire technical knowledge with respect to the market, products, competitors, and company policy so that they can bring greater synergy to the customer-acquisition orientation.

• Journal of Korean Society for Quality Management
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• v.46 no.3
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• pp.695-706
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• 2018

Purpose: This study investigates success factors of ENEX which is a leading company in the kitchen furniture industry in South Korea, based on the perspective of customer satisfaction and corporate social responsibility. ENEX has grown to a successful mid-sized firm with competitive technology as a result of pursuing customer-oriented management since its establishment in 1971. Methods: Recognizing the importance of customer satisfaction, this study analyzed several cases of customer-oriented management of ENEX and interpreted their findings. Results: The successful embedment of customer satisfaction DNA in the whole organization is a major success factor of ENEX. It has been applying 7 WISE policy to all business processes from the product development to after-service to create customer value. Also, top management has fully exercised leadership to make customer-oriented organization, leading to ENEX being a competitive firm to provide products and services which can impress customers. Conclusions: ENEX has conducted various social activities based on corporate social responsibility. This study would also provide meaningful insights to understand the importance of customer-oriented management.

• Health Policy and Management
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• v.13 no.3
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• pp.21-34
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• 2003

Patient revisit to used hospital is a key factor in determining a health care organization's competitive advantage and survival. This article examines the relationship between customer's satisfaction and his/her revisit associated with three different methods which are the Chi Square Automatic Interaction Detection(CHAID) for segmenting the outpatient group, logistic regression and neural networks for addressing the outpatient's revisit. The main findings indicate that the important factors on outpatient's revisit are physician's kindness, nurse's skill, overall level of satisfaction, hospital reputation, recommendation, level of diagnoses and outpatient's age. Among these ones, physician's kindness is the most important factor as guidelines for decision of their revisit. The decision maker of hospital should select the strategy containing the variable amount of the level of revisit and size of outpatient's group under the constraint on the hospital's time, budget and manpower given. Finally, this study shows that neural networks, as non-parametric technique, appear to more correctly predict revisit than does logistic regression as a parametric estimation technique.