• 한국프랜차이즈경영연구
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• 제10권3호
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• pp.13-23
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• 2019

Purpose - The recent franchise industry is rapidly developing. Some franchisees have a low barriers to entry and competition among companies is intensifying. In this dynamic competitive environment, companies need to focus on customer preferences, quality, and technical interfaces to gain competitive advantage. As a result, companies are required to measure the performance of service values in order to provide differentiated services from competitors. In the franchise industry, customer experience marketing of service values will enable companies to create new businesses. Franchise firms should explore a variety of services to increase service value and reduce failures. Research design, data, methodology - The questionnaire of this study was based on the previous research. Surveys were conducted on panels of online surveys. Surveys were conducted on the panel who had visited the restaurant franchise within the past month. The survey was conducted for about 7 days from February 13, 2019 to February 19, 2019. Total 300 samples, 293 were used in the analysis except for seven unfair questionnaires. Results - The findings of this study are as follows: Emotional, monetary, and reputation values have positive effects on cognitive and affective attitudes. Quality value and behavioral value did not effect cognitive attitude and affective attitude significantly. In addition, affective attitude has positive effect on loyalty, but cognitive attitude did not significant effect on loyalty. Conclusions - First, food-service franchise company should develop a service that enables customers to use the store conveniently. We need to develop a comfortable environment for our customers and provide intangible services. Second, food-service franchise company should provide a reasonable price service. Food-service franchise company needs to sell a high quality menu at a reasonable price to generate profits. Third, food-service franchise companies need to strategically respond to their reputation. In other words, food-service franchise company needs to constantly monitor the reputation of its customers and respond appropriately to market conditions. Fourth, food-service franchise company needs to develop a service method capable of emotional interaction with customers. Food-service franchise firms need to develop ongoing service methods and educate their staff.

• 한국유통학회:학술대회논문집
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• 한국유통학회 2007년도 하계통합학술대회 발표논문집
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• pp.127-158
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• 2007

This study discusses salespersons' emotional intelligence, one of the key abilities necessary to meet customers' needs effectively, and express positive emotions in frequent interactions with customer. Emotional intelligence refers to self-controllability and social ability emphasizing pro-social aspect and understanding of others. This study investigates how salespersons' emotional intelligence affects adaptive selling and positive emotional expression during the process of interaction with customers, and how such adaptive selling and positive emotional expression affects the quality of service perceived by customers. The results show that greater salespersons' emotional intelligence results in better adaptive selling and positive emotional expression. Such adaptive selling and positive emotional expression had significant effects on the quality of service perceived by customers. These results are important in that they address emotional intelligence as salespersons' emotional ability, which has been overlooked as an antecedent variable for improving adaptive selling and display of positive emotion, consequently provide another factor to help salespersons improve their selling behavior.

• 한국조리학회지
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• 제13권2호
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• pp.22-34
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• 2007

We researched the previous study about the restaurant's physical environment and had made up questionnaires. The purpose of this study is to analyze the effect of physical facilities of family restaurants on customers' satisfaction. The result was as follows: First, customers visited with friends or family irrespective of days $2{\sim}3$ times a month. Second, the physical environment factors of family restaurants were interior design, interior, making atmosphere and exterior. Third, it was the interior factor(0.268), making atmosphere factor(0.353) and exterior factor(0.244) that affected customers' satisfaction in family restaurants(p<0.001). $R^2$ change was 0.659 and the regression model was suited to our study(F=56.475). To increase customers' satisfaction, the physical environment of family restaurants needs remodeling in proper time.

• 산업경영시스템학회지
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• 제28권2호
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• pp.117-124
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• 2005

This study tries to develop the models of measuring the level of product availability accommodated for features of specific customers dividing customers into VIP customers and general customers. Functions of costs that the models are composed of are cost of holding safety stock and cost of lost opportunities. The existing model of measuring the level of product availability which focused on cost of holding safety stock for VIP customers should be reinforced by considering cost of lost opportunities caused by general customers' quitting trades with a company. This study tries to present realistic solutions for problems in making decisions related to the total inventory. This study concludes that the model of the level of product availability meeting general customers' needs is more efficient according to increasing of a latent demand of the general customers who quit trades with a company and the cost of lost opportunities.

• 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.

• 한국컴퓨터정보학회논문지
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• 제7권1호
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• pp.129-136
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• 2002

우리는 그 동안 대량생산체제 안에서 많은 혜택을 누려왔다. 규모의 경제에 의한 표준화 및 동질화된 상품과 그에 따른 낮은 가격으로의 구매를 누려왔다. 이러한 저 원가에 실현으로 사회의 여러 계층의 사람들이 동시에 같은 상품을 사용하는 기회를 가져다주어 빈부격차를 덜 느끼게 하는 하나의 요인이기도 했다. 그러나 오늘날의 시장에서의 구매자의 취향과 선호는 더 이상의 동질화 및 표준화를 거부하고 있다. 이는 기업들로 하여금 새로운 생산 및 판매시스템을 갖추도록 요구하고 있다 고객들 개개인이 같은 제품이라도 기능, 성능, 디자인 등이 남의 그것과 다른 것을 요구하고 있다. 이러한 요구는 계속 다양화와 세분화가 될 것이다 이러한 새로운 형태의 고객요구를 맞출 수 있는 것이 기업들의 대량 주문식 생산체제의 빠른 도입이다. 고객 개개인의 주문에 맞춰 생산하여 제공한다는 것은 매우 바람직한 제조, 판매 및 소비형태를 의미하지만 원가상승과 생산설비의 유연함이 필연적이므로 기업입장에서는 상당한 부담을 지니게 된다. 그러나 시장은 수요가 있으면 움직이는 것이라고 볼 때 각 분야별로 적정규모의 판매량이 보장될 것이라고 보면 주문식 생산체제를 미리 갖춘 기업이 경쟁력을 유지하고 시장에서의 기회를 선점 할 수 있다고 본다. 우리는 다양화와 세분화를 요구하는 시대에 이미 들어서 있고 이를 위한 준비는 공급자나 수요자 모두가 필연적이라 할 수 있겠다. 이러한 취지에서 본 논문은 주문식 생산의 체계와 이에 따른 대량의 주문식 생산에 대한 이론적인 문제점 및 한계점을 알아보고 실 사례를 통하여 가능성을 살펴보고자 한다.

• 유통과학연구
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• 제10권8호
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• pp.25-34
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• 2012

Understanding customer' lifestyles important for banks because it will guide in determining marketing policies, such as services, pricing, service delivery and promotion decisions. From the customer' lifestyle, banks will know what kind of customers' attitudes, interests and opinions, so they also will understand what the costumer' needs and what services needed by them. For Islamic banks, customers understanding are important because, nowadays, the competition of the banks is not only with other Islamic banks but also with the well-established conventional banks offering Islamic products or services The aims of this research paper are to describe what factors underline the customer's lifestyle of both Islamic and conventional bank, to segment the bank customers based on their lifestyles and investigate the profile of each segments, to compare the characteristics of the segments, and to identify marketing policies based on the characteristics. The population of the study is banking customers in Indonesia, in which the researchers have used judgment sampling as sample selection. There were 186 customers of Islamic banks and 244 customers of conventional bank as respondents in this study. Statistical methods employed were exploratory factor analysis and cluster analysis. The finding of the study shows that there are twelve factor underlining the customers' lifestyle, namely: factor of fashion conscious, internet usage, sports spectator, financial and technology optimism, price sensitivity, independent, compulsive housekeeper, new brand tryer community activities, opinion leader, credit usage, and homebody. In addition, for Islamic banking, there are two market segments, namely fashionable-independent and innovative-social segment. Based on the lifestyle characteristics, the first segment has higher level in factor of fashion conscious, homebody, independent, optimism and price conscious, which is therefore called fashionable-independent segment. On the other hand, the second cluster has higher level in factor of new brand tryer, community minded, sport spectator, credit user, internet usage, opinion leader, and compulsive housekeeper, which is therefore called the innovative-social segment. Furthermore, for conventional banking, there are also two segments, namely persuasive-optimistic and sensitive-independent segment. The first segment has higher level on some factors, namely: opinion leader, optimism, internet usage rate, credit usage level, sport spectator, and new brand tryer. On the other hand, the second cluster is characterized by higher level in factor of price conscious, confidence, community minded, homebody, fashion conscious, and compulsive housekeeper. Managerial implications for the management of Islamic banks could be identified in this study as follows. Firstly, the twelve lifestyle factors of this study could be an alternative view in observe Islamic banking customers. The domination of both the fashionable conscious and the internet usage factor show that the aspects are quite instrumental in perceiving the customer' lifestyles, in which reflects the importance of these two aspects to customers. Secondly, in serving their customers, Islamic banks need to understand the customer lifestyle, in which the lifestyle segments found in this study provide a guide of how their needs were reflected. Finally, by understanding the segments and the characteristics each segment of the conventional banks, Islamic banks could adjust their marketing strategies differently from the conventional banks.

• 디자인학연구
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• 제16권3호
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• pp.253-262
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• 2003

본 논문은 가정용 서비스 로봇의 사회적 인터페이스 디자인에 대한 사용자의 니즈를 추출하는 방법을 제시하였다. 본 논문에서는 서비스 로봇을 위한 사회적 디자인의 이슈들을 논의하였으며, 이를 바탕으로 "로봇의 성격"을 분류하고 정의하는 방법을 고찰하였다. 이렇게 정의된 방법에 따라 사용자의 니즈를 파악하기 위한 설문을 구성하고, 그 결과를 분석하여, 사 용자가 요구하는 로봇의 사회적 성격을 디자인에 반영하는 방법에 대하여 연구하였다. 결과적으로 본 논문에서는 한국의 소비자를 대상으로 가정용 서비스 로봇의 기능 니즈, 사회적 속성, 외형 디자인에 대해 조사한 결과를 논의하였다. 결과를 통하여, 한국의 소비자들은 "집안의 가사노동을 효과적으로 도와주는 십대 후반의 여성" 이미지를 가정용 로봇에게서 기대하는 것으로 분석되었다.봇에게서 기대하는 것으로 분석되었다.

• 한국관광식음료학회지:관광식음료경영연구
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• 제10권
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• pp.109-138
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• 1999

The hotel does not sell one-time services, and the customer has many choices, especially today. And hotel is vulnerable to new competition. Most customers likes to try a new place and new product. The questions are 1) offering competitive products that are meaningful to customers 2) solving customers problems 3) offering a competitive products that are difficult for competitors to duplicate. This report is for studying about the relationship between the results of National Customer Satisfaction Index(NCSI) and the hotels' revenue. And explore the ways to identify opportunities for creating the desired image that differentiates from the competition and for serving the target market better than anyone else. For the about objectives, the following items are reviewed: 1) Customer behavior and customers' needs and wants 2) Customer decisions 3) Integrated marketing 4) Customer satisfaction 5) Major factors of the hotel customers satisfaction 6) Moment of truty Market positioning is to creat a distinctive place in the minds of potential customer. To position successfully requires recognizing the marketplaces. the competition, value for money and customers' perceptions. Finally, internal marketing efforts can be used to examine one's own position to see if it is perceived by it's customers. It means that the benefits exist in the mind of the customer and are determinable only by asking the customer. These kinds of efforts are essential to proper positioning analysis and long term relationship marketing.

• International Journal of Computer Science & Network Security
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• 제21권11호
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• pp.31-42
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• 2021

Several studies have been conducted on market orientation over the last three decades. However, the majority of previous research focused exclusively on an internal vision that conceives the market orientation from an organizational perspective, considering the market orientation as a strictly perceived culture or behavior by company's staff (managers and employees) .This study aims to emphasize the importance of analyzing the market orientation from a dual perspective by investigating simultaneously the perceptions of customers and those of managers. It examines the perceptual gap or perceptual congruence of market orientation between customers and managers. A survey is conducted with Tunisian bank managers and B to B customers to measure their market orientation perception. The results should reveal level of manager's market orientation in Tunisian banks compared to customers' perceptions. The perception gaps of market orientation between managers and customers named congruence is highlighted and categorized. This study provides some contributions to fill the gap emerging from the one-sidedness of market orientation evaluation and gives a dyadic vision of market orientation that helps managers in their continuous learning about markets and sensing customers' needs and expectations. Market orientation level between the two groups is evaluated to give some managerial recommendations.