• Journal of Distribution Science
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• v.8 no.3
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• pp.37-47
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• 2010

CRM refers to the operating activities that always maintain and promote good relationship with customers to ultimately maximize the company's profits by understanding the value of customers to meet their demands, establishing a strategy which may maximize the Life Time Value and successfully operating the business by integrating the customer management processes. In our country, many big businesses are introducing CRM initiatively to use it in marketing strategy however, most medium and small sized companies do not understand CRM clearly or they feel difficult to introduce it due to huge investment needed. This study is intended to present CRM promotion strategy and activities plan fit for the medium and small sized companies by analyzing the success factors of the leading companies those have already executed CRM by surveying the precedents to make the distributors out of the industries have close relation with consumers to overcome their weakness in scale and strengthen their competitiveness in such a rapidly changing and fiercely competing market. There are 5 stages to build CRM such as the recognition of the needs of CRM establishment, the establishment of CRM integrated database, the establishment of customer analysis and marketing strategy through data mining, the practical use of customer analysis through data mining and the implementation of response analysis and close loop process. Through the case study of leading companies, CRM is needed in types of businesses where the companies constantly contact their customers. To meet their needs, they assertively analyze their customer information. Through this, they develop their own CRM programs personalized for their customers to provide high quality service products. For customers helping them make profits, the VIP marketing strategy is conducted to keep the customers from breaking their relationships with the companies. Through continuous management, CRM should be executed. In other words, through customer segmentation, the profitability for the customers should be maximized. The maximization of the profitability for the customers is the key to CRM. These are the success factors of the CRM of the distributors in Korea. Firstly, the top management's will power for CS management is needed. Secondly, the culture across the company should be made to respect the customers. Thirdly, specialized customer management and CRM workers should be trained. Fourthly, CRM behaviors should be developed for the whole staff members. Fifthly, CRM should be carried out through systematic cooperation between related departments. To make use of the case study for CRM, the company should understand the customer and establish customer management programs to set the optimal CRM strategy and continuously pursue it according to a long-term plan. For this, according to collected information and customer data, customers should be segmented and the responsive customer system should be designed according to the differentiated strategy according to the class of the customers. In terms of the future CRM, integrated CRM is essential where the customer information gathers together in one place. As the degree of customers' expectation increases a lot, the effective way to meet the customers' expectation should be pursued. As the IT technology improved rapidly, RFID (Radio Frequency Identification) appears. On a real-time basis, information about products and customers is obtained massively in a very short time. A strategy for successful CRM promotion should be improving the organizations in charge of contacting customers, re-planning the customer management processes and establishing the integrated system with the marketing strategy to keep good relation with the customers according to a long-term plan and a proper method suitable to the market conditions and run a company-wide program. In addition, a CRM program should be continuously improved and complemented to meet the company's characteristics. Especially, a strategy for successful CRM for the medium and small sized distributors should be as follows. First, they should change their existing recognition in CRM and keep in-depth care for the customers. Second, they should benchmark the techniques of CRM from the leading companies and find out success points to use. Third, they should seek some methods best suited for their particular conditions by achieving the ideas combining their own strong points with marketing. Fourth, a CRM model should be developed that will promote relationship with individual customers just like the precedents of small sized businesses in Switzerland through small but noticeable events.

• Korean Management Science Review
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• v.19 no.2
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• pp.75-89
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• 2002

According to the fast-paced environment of information technology and improving customer services, the design activities of logistics systems improve customer centric services and delivery performance implementing e-logistics system. The fundamental design issues that arise in the delivery system planning are optimizing the system with minimum cost and maximum throughput and service level. This study is concerned with the integrated model development of delivery system with customer responsive service level for DCM, Demand Chain Management. We used a two-step approach for this study. First, we formulated the supply. center facility planning using stochastic set-covering problem and assigned the customers to the supply center using clustering algorithm. Second, we developed vehicle delivery planning for a supply center based on GIS, GIS-VRP. Also we developed a GUI-type computer program for proposed method for supply center problem using GIS and Geo-DataBase of Busan area. The computational results showed that the proposed method was very effective on a set of test problems.

• Journal of Agricultural Extension & Community Development
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• v.8 no.1
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• pp.85-92
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• 2001

As the technology, global economy, and social structures and patterns have rapidly been changing since the 20th century, the forward-thinking leaders in the world begin to realize that they must embrace a new paradigm in management and organizational theories. The new idea of management is focused on equality rather than hierarchical structure, and more responsive to the external environment, more flexible, and better prepared to give customers what they want. From this new paradigm revolution, the nonprofit organizations like youth development organization are trying to approach and implement the new theories and models. This study attempted to introduce the historical trend and a new paradigm of youth development organizational structures and programs in the USA that may help Korea to improve youth organizations and programs. The youth development sector should create healthy, thriving organizations and structures that cultivate staff, programs, partnership between youth and adults, and community.

• Proceedings of the Korean Society of Precision Engineering Conference
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• 2002.10a
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• pp.93-96
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• 2002

The manufacturing paradigm has shifted dramatically over the past decade from “push” or mass production mode to “pull” or customer-driven, order-based manufacturing mode, as multitudes of customers now demand mass customization of configurable products. As a means to achieve such rapidly responsive manufacturing system, Advanced Planning System (APS) has become an essential software tool for achieving modern “build-to-order” and “configure-to-order” manufacturing environment. APS enables manufacturers to respond to variety of customer demands In real time by instantly configuring manufacturing processes based on specifications described in each purchase orders and providing capable-to-promise information directly to customer by performing rapid “what-if” manufacturing simulated scenarios. This paper discusses the working of such system as well as the business processes that incorporate such systems to enable efficient “build-to-order” environment.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.17 no.2
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• pp.179-193
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• 2022

This study aims to identify the relationship marketing factors and examine the mediating factors of perceived customer value on the relationship between relationship marketing factors and loyal on rural tourism. We collected and analyzed the survey data from the customers who had experienced rural tourism before. The results from the empirical analysis are as follows. First, through the exploratory factor analysis, four factors such as customer orientation, responsive attraction, professionalism, and ties were derived. Second, it was found all four factors have significant positive effects on loyalty. Third, both responsive attraction and professionalism have significant positive effects on perceived customer value. However, customer orientation and ties do not have significant effects. Fourth, the perceived customer value showed a full mediating effect between responsive attraction and loyalty, whereas it showed a partial mediating effect between professionalism and loyalty. Additionally, it was found that gender did not affect loyalty but significantly affected perceived customer value. This means that women had lower perceived value for rural tourism than men. To improve the loyalty of rural tourism, it is necessary to improve customer orientation, professionalism, ties, and perceived customer value.

• Culinary science and hospitality research
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• v.9 no.1
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• pp.51-64
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• 2003

The study aimed at conducting the comparative analysis of the service quality and the degree of satisfaction in the area of foods and beverages between recreational hotels and business hotels. Thus the quality of service was set up as tangibleness, reliability, responsive quality, confidentiality and sympathetic quality; the customer satisfaction was classified into the overall satisfaction and the degree of satisfaction of experience in using and analyzed. As the result of it, business hotels indicated higher than recreational hotels in tangibleness, reliability, confidentiality, the overall satisfaction and the degree of satisfaction of experience in using. Even in the effects of the service quality on the degree of satisfaction, there was difference between recreational hotels and business hotels. In conclusion, there is difference in the service quality and the degree of satisfaction on foods and beverages between recreational hotels and business hotels. Besides, to improve the degree of satisfaction on the field of foods and beverages of hotels, it is most important to understand the characteristics of main customers who use hotels.

• The Journal of Asian Finance, Economics and Business
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• v.5 no.3
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• pp.73-80
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• 2018

The growth of Bandung's tourism industry has had a massive impact on the hotel sector. Most tourists visiting Bandung are domestic tourists and tend to be modest spenders fitting the profile of a mid-market (2/3 star) hotel guest. As competition has increased mid-market hotels have come under pressure from upmarket (4/5 star) and budget hotels committed to cutting prices. There is also competition with the mid-market hotel sector, which means that the 2/3 star hotels have to keep innovating in order to remain competitive. This study uses the Service Quality framework to describe customer expectations and identify gaps in hotel services. A questionnaire survey of 105 local tourists who had stayed in 2/3 star hotels in Bandung showed that the most important dimension is responsiveness, following by reliability, assurance, tangibles and empathy. Thus we conclude that local tourists' primary expectations are that hotels will deliver the service they have promised, be responsive to guests' needs and comply with service standards. Furthermore, these findings validate the earlier prediction that comparing 2/3 star hotel with 5/4 start hotel, the customers are having preliminary knowledge on facilities limitation and friendliness. Tourists using 2/3 star hotels tend to be prepared to accept limited facilities and less friendly staff service.

• Journal of Korea Society of Digital Industry and Information Management
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• v.11 no.4
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• pp.1-12
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• 2015

This research analyzes the current state of the semiconductor industry delivering the prediction for the future development of the semiconductor industry along with some semiconductor memory's responsive strategies. In the 2014, top 10 semiconductor companies were targeted and studied its growth based on its profitability and growth indications in perspective during three years. The system semiconductor industry with the increase in Hyper-scale customers, proactive actions in the technology consortium, is polarizing caused by increased R&D expense to ensure process scaling limits and high performance, and some results have shown: PC and Mobile slowdown and growth recession phenomenon due to IoT's unclear direction. The leading company is to secure new growth engines through 'Acquiring'. While as the subordinated companies following this consecutive survival through the 'Acquired', the future of system semiconductor industry is to strengthen the market dominance and its techniques by concentrating on the reorganization of the market by few large companies. Accordingly, the semiconductor memory industry is expected to reach the limit of its expansion to domain of system semiconductor, and it is highly suggesting the need of the 'Memory Life Extension' growth strategy.

• Korea Journal of Hospital Management
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• v.16 no.1
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• pp.50-76
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• 2011

This study chiefly aims to examine the relations between customer's responsive behavior and service recovery satisfaction in medical service failure. Therefore, this paper deals with the effect of medical service failure severity perceived by customers on complaint behavior and service recovery expectation, the effect of complaint appealing behavior and service recovery expectation on perceived recovery and service recovery satisfaction, and the roles of service recovery(compensation) and recovery fairness as moderating variables. According to the result of this research, it was shown that service failure severity affects complaint behavior and service recovery expectation positively, and compliant behavior and service recovery expectation affects perceived recovery performance and service recovery satisfaction positively. Moreover, the moderating roles of service recovery(compensation) and recovery fairness indicated partially significant results and affected perceived recovery performance and service recovery satisfaction direct positively. The result of this study is expected to provide support when medical institutes establish service recovery strategies.

• Journal of Electrical Engineering and Technology
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• v.9 no.3
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• pp.1125-1131
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• 2014

Application of residential demand response (DR) programs are currently realized up to a limited extent due to customers' difficulty in manually responding to the time-differentiated prices. As a solution, this paper proposes an automatic home load management (HLM) framework to achieve the household minimum payment as well as meet the operational constraints to provide customer's comfort. The projected HLM method controls on/off statuses of responsive appliances and the charging/discharging periods of plug-in hybrid electric vehicle (PHEV) and battery storage at home. This paper also studies the impacts of different time-varying tariffs, i.e., time of use (TOU), real time pricing (RTP), and inclining block rate (IBR), on the home load management (HLM). The study is effectuated in a smart home with electrical appliances, a PHEV, and a storage system. The simulation results are presented to demonstrate the effectiveness of the proposed HLM program. Peak of household load demand along with the customer payment costs are reported as the consequence of applying different pricings models in HLM.