• 한국조리학회지
• /
• 제24권2호
• /
• pp.51-62
• /
• 2018

The value of the customer's contribution essentially becomes the value of the dining industry in Korea. Therefore, an increase in the customer's equity maximizes the assets of the business. The purpose of this study intends to examine relationships between customer equity and behavioral intentions in restaurant industry and verify the moderating effect of restaurant type. This study takes an integrated perspective on prior literature on customer equity, as well as on aspects of the general restaurant industry related to customer equity, thereby defining the concept of customer equity in a way that reflects the characteristics of the dining industry. A total of 420 patrons in Korea participated. The results showed a positive relationship between brand equity, relationship equity and behavioral intentions. There were moderating effects related to restaurant type in the causal relationships between behavioral intentions. The components of customer equity and relationship equity in casual dining restaurants, and value equity and brand equity in quickservice restaurants significantly by customers differs according to restaurant type. Limitations and future research directions are also discussed.

• 품질경영학회지
• /
• 제28권2호
• /
• pp.211-241
• /
• 2000

Service quality is the most well known concept in service company. But, it is not dearly defined yet. This is due to the service property itself. Finding the appropriate rates is so hard working job. The purposes of this study are finding the raters on retail shop, identifying the relationships among the raters and clarifying the customer attribute. To attain the purposes, We developed the rates that are especially adopted to the retail shop. And empirically test the relationships among service quality, customer satisfaction and customer loyalty. Also, to clarify the intension and behavior of customer, we classify the types of customer loyalty and set the 4 type group. We revealed the gap between groups that have different properties.

• 품질경영학회지
• /
• 제52권2호
• /
• pp.303-322
• /
• 2024

Purpose: The purpose of this study is to examine the structural paths of relationship quality in the relationship between customer relationship management strategies perceived by parents of service users and customer loyalty, and to provide basic data for improving institutional operations to enhance service quality. Methods: The collected data were analyzed using the SPSS 22.0 and Smart PLS 4.0 statistical analysis programs to check and verify the data. Results: The results of the study showed that all of the relationships between customer relationship management strategies and the sub-dimensions of relationship quality, except for professionalism and customer orientation, have a positive impact on customer satisfaction. Additionally, the mediation effect of customer trust was rejected in the verification process. Finally, it was found that customer orientation and professionalism have a sequential mediating effect on the relationship between customer satisfaction and customer trust in the relationship between customer loyalty and customer relationship management strategies. Conclusion: Through the research results, it can be concluded that early childhood education institutions should consistently and continuously respond to ensure that service users, parents, have confidence in the services provided, which is an important strategic point.

• 한국건설관리학회논문집
• /
• 제6권4호
• /
• pp.113-121
• /
• 2005

프로젝트의 일정 네트워크는 선-후행 관계로 정의된 액티비티들로 구성되어있다. 액티비티를 완료하는데 소요되는 기간은 현재 주택시장은 시장경제 체제 하에서의 수요자 중심으로 시장이 변화되어가고 동시에 예측할 수 없는 경기 변동의 증대가 이어지고 있다 주택 보급률은 3002년에 벌써 $100\%$를 도달 하였으며 출생률은 계속하여 감소하는 추세에 있다. 이러한 악 조건 속에서 주택 건설업체들이 앞으로 신규고객을확보하고 이윤을 창출하기 위하여 더 이상 새로운 시장을 개척해 나가기 보다는 기존의 고객을 관리함으로써 계속해서 자사의 제품을 이용 할 수 있도록 하는 것이 올바른 방향일 것이다. 이에 본 연구에서는 주택건설업 부문에서의 CRM(고객관계관리) 적용방향을 모델하우스를 중심으로 현시점의 문제점을 제시하고 앞으로 후분양제도의 도입에 맞추어 모델하우스에서의 CRM을 대체할 수 있는 방법을 제안 하고자 한다.

• 한국컴퓨터정보학회논문지
• /
• 제12권2호
• /
• pp.315-324
• /
• 2007

본 연구는 고객관계관리(CRM) 시스템을 구축한 기업들을 대상으로 CRM 시스템의 특성이 성과에 미치는 영향을 파악하고자 하였다. 또한, 이러한 CRM 시스템 특성과 성과간의 관련성이 기업이 속한 산업의 유형에 따라 달라지는가를 파악하고자 하였다. 이러한 연구목적을 달성하기 위하여, 본 연구에서는 국내의 고객관계간리 시스템을 구축한 기업들을 대상으로 설문지를 의뢰하였으며 최종적으로 206개의 표본을 대상으로 실증적 통계분석을 실시하였다. 본 연구의 주요 결과는 다음과 같다. 첫째, 국내 기업들은 CRM을 도입하는데 있어서 여러 가지 CRM 시스템 특성 중에서 시스템 확장성을 제외한 시스템 통합성과 시스템 사용 용이성 요인이 CRM 추진성과에 통계적으로 유의한 수준에서 긍정적 영향을 미치고 있음을 알 수 있었다. 둘째, 국내 기업들을 대상으로 CRM 시스템의 특성과 CRM 성과간의 관련성이 기업이 속한 산업의 유형에 따라 차이가 있는가를 분석한 결과, 대상 기업의 CRM 시스템 특성이 추진성과에 미치는 영향은 기업이 속한 산업의 유형에 따라 차이가 없는 것으로 파악되었다.

• 지식경영연구
• /
• 제17권3호
• /
• pp.227-248
• /
• 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.

• International Journal of Quality Innovation
• /
• 제4권2호
• /
• pp.73-100
• /
• 2003

The most successful companies today are said to have strong brands. But what is a strong brand\ulcorner What makes a brand strong\ulcorner How do we build a strong brand\ulcorner This paper develops a customer-based brand equity model to help address these important questions. The developed model is a cause-and-effect model linking customer-brand relationships to rational and emotional brand associations, as well as rational and emotional brand evaluations. The customer-brand relationships are characterized by loyalty, based on both behaviour and attitude. As branding is a very complex concept, it is important to determine which of the many branding elements should be included in the model. This paper discusses why a given aspect is important for a brand's equity and which relations exist between the included variables from a theoretical perspective. The model provides insight into the creation of a brand's equity and can thus be used in the brand management process to achieve brand excellence.

• 품질경영학회지
• /
• 제47권2호
• /
• pp.255-269
• /
• 2019

Purpose: We examine the impact of Customization of TV Home Shopping Mobile Applications on Service Quality and Customer Loyalty. Methods: We collect data by using survey and proposed relationships between latent variables using Structural Equations Modeling. Results: We find that Customization of TV Home Shopping Mobile Applications positively affect Service Quality and Customer Loyalty. In addition, service quality work as a mediate variable between Customization with Customer Loyalty. Conclusion: Our findings explain the significant relationships between each variables and hence it is necessary to consider Customization and Service Quality in order to achieve desired goal of enhancing business performance through mobile applications.

• The Journal of Asian Finance, Economics and Business
• /
• 제8권10호
• /
• pp.65-76
• /
• 2021

This study aims at investigating the effect of product innovation accounting on the market success of instant food and convenience food businesses in Thailand with customer response capability as the mediator. In addition, it examines the effects of management accounting systems, marketing intelligence, and technology orientation on product innovation accounting. The sample for this study is 258 instant food and convenience food businesses in Thailand. To test the research relationships, a structural equation model is used. The results of this study show that product innovation accounting has a significant effect on both customer response capability and market success. Similarly, customer response capability significantly leads to market success while it mediates the product innovation accounting-market success relationship. Testing the antecedents of the research relationships, management accounting system, marketing intelligence, and technology orientation potentially affect product innovation accounting. Accordingly, product innovation accounting is a key source of competitive advantage. Product innovation accounting must be recognized by company management as a strategic tool for competing in markets and environments. They must invest their resources and capabilities to create and develop product innovation accounting principles, as well as encouraging their staff to implement and use these principles in the workplace.

• 대한안전경영과학회지
• /
• 제9권3호
• /
• pp.127-133
• /
• 2007

This paper reviewed the relationship between service quality and customer satisfaction, and the moderating effect of gender. Based on the responses from 807 customers who encountered employees in telecommunication industry, the results of multiple regressional analysis showed that all service quality factors have positive relationships with customer satisfaction. The results of moderating analysis showed that empathy and tangibility have positive interactive-effects on customer satisfaction with gender. With increasing of empathy and tangibility, female customers have been more satisfied than male customers.