• 한국경영정보학회:학술대회논문집
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• 2007.11a
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• pp.527-532
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• 2007

Differentiation strategies have been suggested as the critical sources of competitive advantage in B2C industry where customers can switch internet shopping mall with one click with virtually no transaction cost. Indeed, competition on low pricing cannot be a viable strategy in B2C industry. Moreover, cultivating customer loyalty to attain profitability is still a challenging task for most internet shopping mall. In this study, we provide empirical analysis results on key managerial variables that indicate the difference between the product categories in terms of customer perception on relative value importance. We first identified comprehensive managerial variables and organized them in terms of customer decision stage. Next, with reference to extant literatures on product characteristics based e-commerce strategy, hypotheses are developed to formalize the customer value differences on the key managerial variables. Empirical testing results indicated that there are significant differences on customer perceived value of the key managerial variables between the product groups. The findings provide useful insight for further study on e-commerce differentiation strategy.

• Korea Journal of Hospital Management
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• v.15 no.3
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• pp.143-169
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• 2010

This is a case study of Seoul St. Mary's Hospital applying a real-time enterprise (RTE) strategy to improve customer satisfaction and operational efficiency with the main process of medical institutions. The hospital is applying an RTE strategy to get real-time information on occurrences at each contact point of the main process of the medical institution from reservation to discharge through dashboard and to resolve issues through rapid decision-making. The RTE strategy of the hospital has some summaries: First, the hospital has linked a hospital management strategy to the RTE strategy to build a patient-centered treatment process. Second, the hospital has operated a control tower for change management and implementation monitoring in the process of implementing the RTE strategy. Third, the hospital has built systematic RTE-based environment as an application program in which the nU System is linked to Business Processor Renovation (BPR) promoted from 2006 on. Fourth, the hospital is applying a strategy to improve efficiency in operating the hospital by increasing customer satisfaction, removing inefficiency and variability, and managing medical resources efficiently through the RTE strategy. Fifth, it has established an information-sharing system through authority management for each user in terms of RTE information. Sixth, it has supplemented limitations of short-term information of the RTE strategy by linking the key performance index to the cost information system in order to improve performance of the RTE strategy. Seventh, it has improved customer satisfaction and achieved higher performance in improving operational efficiency, as compared with rival hospitals, through the RTE strategy.

• Journal of the Korea Safety Management & Science
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• v.9 no.3
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• pp.111-118
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• 2007

What is CRM(Customer Relationship Management) means that planning, executing, and re-accessing the marketing strategy based on the customer character by analyzing the material related to customers. That is CRM is a strategy of customer service on the base of data. In the case of the telecommunications and a newspaper, there are restricted application of CRM, because they are provided services by paying a given amount of money within a given period of time. This paper develops CRM model(chum prediction model) that can apply to a newspaper. For model-building, real data were used which were collected from one of the major a newspaper company in Korea. Also, this paper verifies the efficient result.

• Journal of Digital Convergence
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• v.2 no.2
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• pp.9-28
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• 2004

The purpose of this study is explore the changes of environment in terms of diffusion of EC and to present effective marketing strategies for Electronic Commerce Activation. This paper focuses on the customer management, Real-Time Responding, and market strategies in Electronic Commerce. EC(Electronic Commerce) that out of the evolution of Internet technology gets a corporation changes to survive in 21st century. So the corporation must set the strategy to fit a Internet focused society. This paper is focusing the analysing the difference between the e-marketing and traditional marketing and proposing the new strategical marketing mix. On the Electronic Commerce, the 6Cs of marketing - Contents, Community, Commerce, Connection, Communication, Customizing - are being played out quite differently than they normally are off-line. In conclusion, the change in Electronic Commerce environment results in (1) redefinition of customer group, (2) different marketing strategies to fit in Electronic Commerce environment, and (3) changes in customer management, promotion strategy, advertizing appeal.

• 한국디지털정책학회:학술대회논문집
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• 2003.12a
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• pp.381-402
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• 2003

The Purpose of this study is explore the changes of environment in terms of diffusion of EC and to present effective marketing strategies for Electronic Commerce Activation. This paper focuses on the customer management, Real-Time Responding, and market strategies in Electronic Commerce. EC(Electronic Commerce) that out of the evolution of Internet technology gets a corporation changes to survive in 21st century. So the corporation must set the strategy to fit a Internet focused society. This paper is focusing the analysing the difference between the e-marketing and traditional marketing and proposing the new strategical marketing mix. On the Electronic Commerce, the 6Cs of marketing - Contents, Community, Commerce, Connection, Communication, Customizing - are being played out quite differently than they normally are offline. In conclusion, the change in Electronic Commerce environment results in (1) redefinition of customer group, (2) different marketing strategies to fit in Electronic Commerce environment, and (3) changes in customer management, promotion strategy, advertizing appeal.

• Journal of the Korea Institute of Building Construction
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• v.9 no.5
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• pp.163-172
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• 2009

As customers are becoming increasingly important in corporate management, there is a growing demand for migration to customer-focused organizational structures. Unlike the manufacturing industry, the construction industry is non-iterative and non-standardized. As a result, a wide variety of materials, human resources, technologies and equipment must be mobilized in complex work activities to complete a structure. Consequently, surprises are bound to occur as such work activities progress. This paper intends to study a strategy that is designed to improve customer services for apartment building units. It aims primarily to focus on cost control and brand management. Housing tenants and industry experts are surveyed to collect input for issue analysis. In addition, the external circumstances and internal capabilities of major builders in Korea are analyzed, and a SWOT analysis is performed regarding market conditions related to customer service. These analysis results are utilized to develop a strategy implementation plan over different time frames, and the operational resources available for such strategy implementation are analyzed in order to forecast its performance. This research will facilitate communication between construction companies in Korea and their customers by proposing a customer service improvement strategy for apartment building units, and is expected to provide resource material for a strategic analysis of efforts to fully incorporate customer requirements

• Journal of Korean Society for Quality Management
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• v.52 no.2
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• pp.303-322
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• 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.

• Journal of Distribution Research
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• v.9 no.2
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• pp.29-43
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• 2004

This research analyzed multi-channel strategy from the viewpoint of the customer relationship management. We hypothesized that the purchase frequency, monetary, purchase quantity of the existing customers should have increased after they used multiple channels of a company for shopping, All the hypothesis were supported in an empirical test using the customer database of a Korean TV home-shopping company, The result showed that the multi-channel strategy can be used to increase the life-time value of existing customers. Still there were a lot of customers who insists using traditional channel, which calls for a new strategy inducing them to use multi- channel for shopping.

• Korean Management Science Review
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• v.26 no.1
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• pp.7-20
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• 2009

The framework of "blue ocean strategy (Kim and Mauborgne, 2005)" applies to not only business firm level but also region or regional industry level. The paper suggests an approach of survey-based blue ocean strategy formulation. The result from survey on customer group and non-customer group gives information on positions of value curves for regions on strategy canvas and hints on how to reposition the focal region's value curve for both increases in value for customers and decreases in cost for local government, i.e., value innovation. In the context of rafting industry in Korea, this study shows the process how blue ocean strategy can be formulated with results from the survey on customers and business people in rafting industry. Relative positions of value curves on strategy canvas and importance scores for strategy elements provides the local government in region A with implications on which elements to raise or to reduce to create "blue ocean" in rafting industry under fierce inter-region competition.

• Journal of the Korea Safety Management & Science
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• v.13 no.4
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• pp.81-89
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• 2011

The purpose of this study is to understand the safety factors of the public transportation and recommend the experimental factors of customer satisfaction. The survey consist of 28 questions of 5 factors about users characteristics on roads, railways, ships, and flights. As a result of multiple regression analysis, we knew that there are three potential factors affecting customer satisfaction. The Factors are named 'expected', 'attitude', 'management', and the variable of factors affect customer satisfaction significantly. Therefore, it is good strategy for effective working to improve customer satisfaction that maintain attitude with safety minds, try to specialized management, and creating expectation for safety considering the difference by the type of public transportation. After considering the meaningful result, for the development of policies for customer satisfaction for safety, we have to consider expected, attitude, and management factors of workers and officials that influence customer safety and try to improve the managerial factors considering the characteristics of their own.