• Asia pacific journal of information systems
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• 제9권4호
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• pp.107-124
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• 1999

This paper describes a personalized advertisement technique as a part of intelligent customer services in Internet shopping malls. Based on customers' initial profile, purchase history, and behaviors in an Internet shopping mall, the technique displays appropriate advertisements on Internet web pages when customers' visit to the shopping mall. Customers preference scores for product groups which are main sources to select advertisements, are stored either a preference table or preference trees. Both of the two storage methods can support selection of advertisements on real time, and the preference tree method can reflect affinity among product groups. The suggested technique selects different advertisements to reflect changes of customers preferences as time goes by. An experiment has been performed to evaluate the effectiveness of the algorithm, which revealed that the algorithm selects more customer-oriented advertisements rather than random selection.

• Asia pacific journal of information systems
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• 제27권1호
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• pp.18-37
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• 2017

Many retailers have extended their extant online channels (i.e., websites) to mobile channels for communicating with and delivering their products or services to customers. However, retailers have trouble delivering a cohesive and seamless customer experience across the Web and mobile channels. To address this challenge, we propose a way for retailers to enrich customers' seamless experiences across channels by configuring mobile channels (functionality- and interactivity-oriented configurations) along with traditional Web channels. This study theoretically contributes a research framework that posits the role of mobile channels as an extension of existing websites. It also provides practical insight for effectively articulating an e-commerce strategy in cross-channel electronic commerce.

• 무역상무연구
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• 제39권
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• pp.223-249
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• 2008

Recently market potentials of Asian cruise service have driven big western incumbents to make an strategic entry into Asian cruise market. However Korean cruise industry has been on the initiating stage focused on coastal cruise service. Under the circumstances, Korean firms which have intention to provide cruise service ought not to depend mainly on government's institutional supports such as expansion of social infrastructure and consolidation of related law, but to explore and utilize service-oriented factors for customer satisfaction as fundamentals for competitive strategies with some considerations. In this study, we expanded the perceived value literature by demonstrating the role of selected affective factors such as novelty and hedonics on value in the context of cruise service experiences. We also examined the role of customer satisfaction in the affect-value relationship. According to the results, it is analyzed that such determinants of perceived value in cruise-ferry service like novelty and hedonics have some positive influences on customer satisfaction of cruise service. In particular, hedonics is strongly linked to cruise vacationers' value perceptions and repurchase intentions. Overall satisfaction as a mediator accounted for the relationship between affective antecedents and perceived value. The managerial findings of this research are also briefly discussed.

• 한국컴퓨터산업학회논문지
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• 제10권4호
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• pp.115-120
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• 2009

온라인상에서 대다수 예약시스템들은 고객들의 만족도를 고려하지 않고 예약이 이루어진다. 이러한 예약 시스템들은 현대 사회에서 중요한 고객들의 만족도를 향상시키기 어려운 문제점이 있다. 본 논문에서는 이러한 예약시스템에서 일어날 수 있는 문제들을 복합 스케줄링 기법에 적용하여 예약시스템들의 문제점을 해결하고자 한다. 예약만족도를 고려한 공연예술 예약스케줄링 기법은 객체지향개념을 기반으로 고객선호도와 예약만족도를 고려하여 예약 스케줄링을 수행한다. 예약 스케줄링은 고객들이 가지고 있는 사건들을 주어진 제약들에 만족하도록 목표인 공연좌석 배치도에 배정한다. 고객들의 만족도를 높이기 위해서 전체 고객들에 대한 선호도보드를 참조하여 고객들의 우선순위에 따라서 공연좌석을 배정한다. 또한, 예약만족도를 고려한 공연예술 예약 스케줄링을 모의 실험하여 고객들의 만족도를 살펴보았다.

• 한국의류학회지
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• 제37권7호
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• pp.882-893
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• 2013

This study provides an efficient marketing strategy for the cosmetic market by analyzing the effect of consumer desire on buying motive, brand satisfaction, brand attachment, and brand loyalty. The research conducted a survey using convenience sampling for adult women (from 20 years to 60 years) who purchased cosmetic items within 6 months. A total of 463 samples were used for the final analysis. Data analysis consisted of descriptive statistics, Cronbach's alpha, a confirmatory factor analysis, and a structural equation modeling analysis. Customer cosmetic consumption need had six factors: exhibition need, safety need, need to look younger and to pursue beauty, need to go along with others, eco-friendly need, and pleasure need. The buying motive had four factors: others-oriented motive, motive to keep skin healthy, economic motive, and motive to change products. The causality model showed that customer consumption need influenced buying motive, brand satisfaction, brand attachment, and brand loyalty. There were also significant effects on buying motive for brand satisfaction, brand attachment, and brand loyalty. In addition, there were indirect effects on the relationship between customer consumption need and brand loyalty. The pursuit for pleasure had a significant indirect effect on brand loyalty.

• 동아시아경상학회지
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• 제7권1호
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• pp.39-49
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• 2019

Purpose - The major aim of this article is to advance understanding of the relationship between market orientation and speed-to-market. Specifically, this study examines the different impacts of component of market orientation on commitment to R&D and speed-to-market and explores whether market uncertainty plays a role of moderating in speed-to-market for market-oriented firms. Research design, data, and methodology - This study collected a survey data from Korean exporting firms. The Final sample size was 196. The measure of market orientation was conceptualized with second order constructs. All items were measured on five-point scale. To confirm hypotheses, this study conducted a hierarchical regression. Results - As sub-constructs of market orientation, customer orientation, competitor orientation and interfunctional coordination foster speed-to-market, and the relationship between only customer orientation and speed-to-market might be weakened when the extent of market uncertainty is high. Conclusions - This study confirmed the relationship between market orientation and speed-to-market, with three components of market orientation respectively, and whether market uncertainty plays a role of moderating which weaken the link between market orientation and speed-to-market. It could be useful to take a component approach to the market orientation construct, because the roles of different market orientation components might vary, contingent on uncertainty in the environment.

• 통상정보연구
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• 제10권1호
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• pp.51-72
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• 2008

Recently, CRM has been integrated with e-CRM based on information and technology and its introduction is increasing. In particular, as a-CRM effectively collects information of customers with low cost and consolidates relations with customers through interactions with them, it is easier to achieve the marketing goals of companies. This study examines theories of CRM and a-CRM, and discusses development plan for successful introduction of e-CRM based on case studies on its introductions. Political suggestions are presented as follows: First, the basic rule to manage customers in respect to e-CRM is customer-oriented management. For optimal customer management, various customer service channels that support customers in real world as well as online should be provided for the best e-CRM system. Second, of increasing online customers, important customers should be sorted out for which individualized services should be provided and if so, they can be faithful customers. It is believed to be a true development direction of e-CRM appropriate to current society. With introduction of e-CRM, values and needs of customers should be analysed through various sorts of communication and information activities, and segmental marketing activities should be developed.

• 한국도서관정보학회지
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• 제35권3호
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• pp.321-339
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• 2004

서비스 기관인 공공도서관의 존립근거는 고객들의 도서관에 대한 요구와 기대라 할 수 있다. 최근에는 도서관과 유사한 프로그램을 운영하는 단체와 인터넷의 발달로 공공도서관의 존립에 대한 불안감이 가중되고 있는 실정이다 따라서 공공도서관이 지속적으로 지역사회와 고객들로부터 필요성을 얻기 위해서는 많은 노력이 요구되고 있다. 본 소고에서는 고객지향적인 행정서비스를 공급하기 위한 방안으로 제정된 행정서비스헌장제를 공공도서관과 연계하여 살펴보고, 문화관광부에서 시행하고 있는 문화기반시설 관리운영평가와 경기도의 경기도 공공도서관 평가의 분석, 서울시의 시민만족도 조사 등 최근에 공공도서관 평가에서 제시된 지표를 분석하여 향후 공공도서관 평가에 필요한 기초 자료를 제공한다.

• 경영과학
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• 제33권2호
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• pp.75-87
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• 2016

Quality function deployment (QFD) is a widely adopted customer-oriented product development methodology by analyzing customer requirements. It is a main activity in QFD planning process to determine the optimal values of the technical attributes (TAs) so as to achieve the customer requirements (CRs) from the House of Quality (HoQ). In most of the previous research, all the TAs in QFD are assumed to have either continuous or discrete values. In the real world applications, the continuous TAs and the discrete TAs are often mixed in QFD. In this paper, a mixed integer linear programming model is formulated to obtain the optimal values for the continuous TAs and the discrete TAs in QFD planning as well as Branch and Bound (B and B) algorithm is proposed as the solution approach. Finally, the proposed model and solution approach are illustrated with an office chair under multi-segment market, and the sensitivity analysis is performed to study how the proposed model and its solutions respond to the variation for the two elements which are budget and CRs' weights.

• 한국컴퓨터정보학회논문지
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• 제4권4호
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• pp.251-259
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• 1999

서비스과업요인 변수가 고객만족과 어떠한 관계가 있는지를 서울, 인천 경기도의 병원(대학. 종합, 개인, 한의)을 대상으로 하여 의료서비스 과업의 요인(유형적품질, 유연성. 비용. 시간 및 관리기술) 그리고 기대요인, 고객만족의 각 요인 항목을 토대로 통계분석을 통해서 연구가설의 현실적 적합성을 연구하였다.