• Knowledge Management Research
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• v.19 no.1
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• pp.147-174
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• 2018

Recently, firms have been putting forth significant efforts to fulfill various demands and high expectations of customers. The role and importance of customer centers as a direct contact point for customer relationship management are more emphasized than previously. A customer center draws attention as a new alternative to secure corporate competitiveness as it contributes to sales increase, being in a position to satisfy customers' needs by ensuring customers' access to information. A customer center is an aggregation of various information and communication technologies. In particular, a voice recognition/analysis technology based on big data can elaborate customer services further, enhance customer satisfaction, and trigger constant interactions with customers. A customer center can be transformed to a hub of customer knowledge and the embodiment of business intelligence in the front line of business. This article is a case study on how the customer center of the K life insurance company regarding customer center operation collects and analyzes customer information and how it has established its voice recognition/analysis system based on big data to improve customer experience management. Factors affecting the successful introduction and implementation of voice recognition/analysis system to a firm, are examined.

• Management & Information Systems Review
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• v.26
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• pp.205-230
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• 2008

The purpose of this study is to research the recognition of hotel customers when the outside special restaurants opens at hotel instead of restaurant owned by hotel in Seoul City. The major factors are showed up factor analysis as specialty and reliability of hotel and outside restaurant image. They are consisted of 5 categorizes and the results of this study are as follows; First, it is proved that the expectation of customers after opening restaurant will be increased in terms of the lower price and more variety of food & beverage products. Also, the food & beverage will be increased. However, the quality and specialty of products will not be improved as much as customers expected. Considering that the results, hotel guests expect the effect of opening restaurant at hotel for variety products and service. So, Hotel management should understand the changing attitude of customer' needs and expectation.

• Korean Institute of Interior Design Journal
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• v.22 no.6
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• pp.119-129
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• 2013

For commercial inner space, studies about brand communication and VMD to inform brand identity to customers are very important. Accordingly, the study conducted questionnaire survey about 'emotional reaction, brand recognition, brand communication and satisfaction on VMD expressional elements' of customers and brand-related personnel on the ZARA flagship store. Through analysis of difference of evaluation on surveyed items between customers and brand personnels, importance of direction of VMD design applying brand communication which can satisfy customers and application of brand communication was verified. Specific results of the research are as follows: First, comparing brand personnel's expectation of recognition of their brand from customers, substantial level of recognition of brand by customers was lower. It is necessary for improvement through consumer analysis in order to raise brand recognition. Second, as the result of analysis of emotional reaction on VMD, it needs to lead customers to positive emotional reaction close to the brand plan intention by inducing 'exciting and sensational' brand concept to emotional reactions through comprehensive VMD image management and leading to 'free and convenient' emotional reaction and then communications with customers and minimizing emotional differences. Third, for brand communication and creation of 'interest', intention of ZARA, it needs to get maximum communicative effects with 'young' VMD design. Fourth, for satisfaction survey on VMD expressional elements, customers was less satisfied than brand personnel. Accordingly, in order to raise customers' satisfaction, show windows, entry, mannequins and objets should be planned with priority and it should also satisfy customers through communications with customers including advertisement and marketing.

• Journal of Distribution Science
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• v.17 no.12
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• pp.33-42
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• 2019

Purpose: This study seeks to identify whether internal marketing factors have a statistically significant positive effect on the flow of services to customers of bank service employees. Specifically, the purpose of this study is to confirm the importance of internal marketing in the employees' services immersion to customers. In addition, the study seeks to identify whether employees' perceived organizational support recognition mediates between internal marketing factors and the employee's immersion in services to customers. Research design, data and methodology: This study distributed 100 questionnaires to employees working at banks to obtain data. Finally, the study conducted a statistical analysis on a questionnaire of 94 employees. For regression, factor analysis, and reliability analysis, the 24 version of the SPSS was used. For the mediation analysis, the SPSS macro developed by Hayes was used. Results: This study seeks to statistically verify which factors of internal marketing have a greater impact on employee immersion in services. Conclusions: Research verification has shown that all elements of internal marketing affect the employee's immersion in services to customers. It was also shown that the employee's recognition of organizational support mediated the relationship between factors of internal marketing and the employee's immersion in services to customers.

• Journal of Industrial Convergence
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• v.2 no.2
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• pp.69-84
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• 2004

The purpose of this study is to investigate factors affecting the brand switch and repurchase of consumers. A model was created in this study. The model has the following three features. First, a brand was divided pioneer and follower brand. Customers' recognition for the difference between the pioneer and follower brand was examined. The new definition of the brands was set up: "The pioneer brand-The first setting up brand in the customers' recognition and the follower brand-all brands besides the pioneer one. Second, the two cases were assumed for the brand switching of customers: repurchasing of the pioneer brand, switching from pioneer to follower one. Lastly, a choice factor for brands of customers was composed of price, prototypicality. Based on the features, influencing factors depending on customers' choice for products generally was investigated.

• Culinary science and hospitality research
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• v.7 no.2
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• pp.71-98
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• 2001

The heart service of a receptionist who receives customers in the front line of a business has a great effect on the management of Company. Considering of this, this study offers a view that high job satisfaction of an employee who works eating-out businesses raises the quality of service and has a great influence upon satisfaction of customers. To support this view, the only original study were made. and for the management of human resources in the eating-industry, satisfaction factors, that have a great effect upon the characteristics of job satisfaction by vital statistics factors, are human relations, advancement, working surrounding. And we should recognize that among these, especially, human relations have d considerable effect on service offering degree and they are important variables for customers' satisfaction. In conclusion, service offers have a need to know how service products differed to customers are selected and appraised. Until now our recognition has been confined mainly to products themselves, but when service can exert its value much more. accordingly, under the recognition that job contentment has an effect on service offering and works as important variables for customers' satisfaction, employers should have incessant on job education of employees.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2003.11a
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• pp.183-186
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• 2003

Customer profitability recognition is easier with CRM enabling technologies and the strategy of firing unprofitable customers prevails in the market. However, in the digital and Internet age, network externality is becoming more important. Therefore, the concern over firing unprofitable customers has increased. Our research is intended to develop strategic guidance for customer selection when firms implement CRM in the market with network externality.

• International Journal of Internet, Broadcasting and Communication
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• v.8 no.4
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• pp.39-47
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• 2016

This study is a smart tourism research based on face recognition applied system that manages individual information of foreign tourists to smartphone. It is a way to authenticate by using face recognition, which is biometric information, as a technology applied to identification inquiry, immigration control, etc. and it is designed so that tourism companies can provide customized service to customers by applying algorism to smartphone. The smart tourism system based on face recognition is a system that prepares the reception service by sending the information to smartphone of tourist service company guide in real time after taking faces of foreign tourists who enter Korea for the first time with glasses attached to the camera. The smart tourism based on face recognition is personal information recognition technology, speech recognition technology, sensing technology, artificial intelligence personal information recognition technology, etc. Especially, artificial intelligence personal information recognition technology is a system that enables the tourism service company to implement the self-promotion function to commemorate the visit of foreign tourists and that enables tourists to participate in events and experience them directly. Since the application of smart tourism based on face recognition can utilize unique facial data and image features, it can be beneficially utilized for service companies that require accurate user authentication and service companies that prioritize security. However, in terms of sharing information by government organizations and private companies, preemptive measures such as the introduction of security systems should be taken.

• The Journal of Economics, Marketing and Management
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• v.7 no.2
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• pp.7-14
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• 2019

Purpose - Amid the slump in the food market, the importance of customer experience marketing is being highlighted as a strategy to satisfy consumers' needs. Research design, data, and Methodology - The survey used part 280 of the answers for the hypothesis test. This study confirmed 280 parts (93.3%) as final valid samples, excluding 40 disloyal sections of 340 sections. The survey was conducted between December 1, 2018 and December 30, 2018. An investigative factorial analysis and multiple regression analysis were conducted to test the hypotheses. Result - The results showed that sensibility and recognition were influenced by positive brand attitudes, but sense did not affect brand attitudes; senses and sensations had a positive effect on satisfaction; recognition did not affect satisfaction; brand attitudes had a positive influence on satisfaction; and brand attitudes and satisfaction had a positive influence on revisit intention. Conclusion - This study analyzed the experiences of customers visiting a family restaurant in order to determine how those experiences impacted the customers' satisfaction, brand attitudes, and revisit intentions. Several interesting results were uncovered from the study.

• Journal of Digital Convergence
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• v.10 no.3
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• pp.79-92
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• 2012

The purpose of this study are to examine the difference between the recognition and the satisfaction of CRM marketing's order of priority based on consumers type, and to define how both employees' recognition of priority and the performance influence on industry's financial and non-financial effect. As a result, a subjected industry turned out that the recognition of priority and satisfaction based on consumers type were different from each other, and employees' recognition of CRM marketing's of priority was different but it showed the both party's priority were same. The compared result between consumers' satisfaction and employees' recognition of performance is that employee's evaluation is overrated in proportion to consumers' satisfaction. Furthermore, among CRM marketing's priority, differentiating and sustainability of customers influenced on financial and non-financial appraisal but customers satisfaction did not.