본 연구는 노인장기요양기관의 윤리경영, 직무착근도, 고객지향성, 조직문화와의 관계 를 규명하되, 요양보호사의 윤리경영, 직무착근도, 고객지향성, 조직문화의 수준은 어느 정도인지를 파악하고, 이들 간의 관계를 조직문화가 매개하는지 검증하는데 목적이 있다. 이를 위해 본 연구에서는 충청지역에 소재하고 있는 노인장기요양기관의 요양보호사 626명의 설문을 실시하였는데 본 연구의 주요결과는 요양보호사가 인식하고 있는 윤리 경영 수준은 5점 척도 기준에서 평균 3.760, 조직문화 수준은 평균 3.501점으로 나타났는 데 관계문화가 가장 높고 위계문화가 가장 낮게 나왔다. 직무착근도 수준은 평균 3.524 를 보여주었고, 고객지향성 수준은 3.79로 나타났다. 윤리경영이 조직문화, 직무착근도, 고객지향성에 직접적으로 정적 영향을 미치는 것으 로 나타났고, 조직문화가 직무착근도에 직접적인 영향을 미칠 뿐만 아니라 고객지향성에 도 영향을 미치며, 윤리경영은 조직문화에 영향을 미치으로 윤리경영이 직무착근도에까 지 영향을 미치는 것을 알 수 있었다. . 한계점과 후속연구를 제언하자면 첫째, 노인장기요양기관의 특성에 맞는 윤리경영 측 정도구가 개발될 필요가 있다. 둘째, 다양한 지역의 요양보호사를 대상으로 본 연구와 유 사한 연구가 진행된다면 노인장기요양기관의 조직 윤리경영과 조직문화 수립 기여에 기 반이 될 것이라 판단된다. 셋째, 조직문화유형인 Quinn과 McGrath(1985)의 4가지 유형인 관계문화, 합리문화, 위계문화, 개발문화를 고찰하였다. Quinn과 McGrath(1985)의 4가지 문화유형만 연구한 것은 아쉬운 측면인데 본 연구 역시 마찬가지의 한계를 가지고 있다 고 하겠다. 넷째, 본 연구는 한 번의 설문을 수집하여 횡단적인 연구만 실시되어 변인들 간의 관계가 왜곡 될 수 있는 가능성을 가지는 한계가 있다.

The purpose of this study was to analyze structural relationships with regard to the effect of customer integration, which is a type of integration in the supply chain, and market orientation of supply chain on the resulting change in the supply chain and management performance. The results of analysis in this study are as follows: First, customer integration and market orientation had a positive effect on reducing the flexibility and uncertainty of SCM. The decreased flexibility and uncertainty of SCM had a positive effect on non-financial performance, which also had a positive effect on financial performance. Second, customer integration and market orientation had a positive effect on financial and non-financial performance indirectly by decreasing the flexibility and uncertainty of SCM. Third, the effect of customer integration and uncertainty of SCM on the flexibility of SCM changed depending on the position in the supply chain; the effect was larger in the distribution group. The implications based on the analysis results are as follows: It is expected that the ability to deal with market changes in the overall supply chain is improved by laying the foundation for cooperation through establishing information infrastructure, including sharing information with trade partners and integrating systems, and implementing customer integration based on these achievements. It is also necessary to consider the business types and characteristics of individual companies in establishing information infrastructure.

As globalization has been progressed, companies faced a situation in which it was difficult to secure global competitiveness only with their internal management systems. To overcome this, Supply Chain Management (SCM) emerged, which optimizes the whole supply chain process from suppliers to demand companies. In this study, it was analyzed that the effects of customer integration among the integration factors of SCM, and market orientation among the strategic orientations on management performances such as non-financial performance and financial performance through a mediating role of flexibility. At this time, it was analyzed whether CEO's support has a moderating effect on the influence of the market orientation. As a result of analysis, the customer integration was found to have an indirect effect on the non-financial performance and the financial performance through the flexibility. The market orientation was found to have a direct effect on the non-financial performance and at the same time, indirectly affected it through the flexibility. In addition, it was shown that more the level of CEO's support, higher the influence of the market orientation. This moderating effect had an indirect effect on the financial performance. Based on the above findings, various implications for improving management performance were proposed. This study suggests that investments in computerization such as ERP and smart factories can improve supply chain management performance and ultimately improve customer satisfaction and financial performance.

The purpose of this research is to examine the mediating effect of enterprise competitiveness on the relationship between operational service quality management and customer perception level of freight forwarders’ services in East Coast region of Peninsular Malaysia. Data were collected from 106 customers of freight forwarders through accessible random sampling method. Usable data were analyzed through Partial Least-squares Structural Equation Modeling (PLS-SEM) approach using Smart PLS-SEM software version 3.2.8. The validity of the survey questionnaire was confirmed using content validity, structural validity and expert validity. The results revealed that operational service quality management influences customer perception toward service providers’ services. Meanwhile, enterprise competitive mediates the relationship between operational service quality management and customer perception on service providers’ services. The enterprise competitiveness was found to be a driver for better customer perception on freight forwarder service providers. Besides, it has a strong mediating effect which ultimately effect on both customer perception level of satisfaction and could enhance customer perception on operational service quality management through words of mouth. These findings would therefore offer the freight forwarders’ management teams a new perspective in developing a better operational service quality management strategies and practices with emphasis on enterprise competitiveness. It also demonstrates the significance of enterprise competitiveness in donimating towards consumer perception in service preference and future repurchase intension.

As information technology advances, the penetration of smart devices connected to the Internet, such as smart phone and tablet PC, has rapidly expanded, and as sensor prices have fallen the Internet of Things has begun to be introduced in the industry. Today's industry is rapidly changing and evolving, requiring companies to respond to the new paradigm of business. In this situation, companies need to actively manage and maintain customer relationships in order to acquire loyal customers who bring them a high return. The purpose of this study is to suggest a method to manage customer relationship using real time IoT data including IoT product usage data, customer characteristics and transaction data. This study proposes a method of segmenting customers through RFM analysis and transition index analysis. In addition, a real-time monitoring through control charts is used to identify abnormalities in product use and suggest ways of differentiating marketing for each group. In the study, 44 samples were classified as 9 churn customers, 10 potential customers, and 25 active customers. This study suggested ways to induce active customers by providing after-sales benefit for product reuse to a group of churn customers and to promote the advantages or necessity of using the product by setting the goal of increasing the frequency of use to a group of potential customers. Finally, since the active customer group is a loyal customer, this study proposed an one-on-one marketing to improve product satisfaction.

Customer management based on Customer lifetime value has emerged as the most effective way of doing business due to the ability to foster profitable CRM (Verhoef & Lemon, 2013; Villanueva & Hanssens, 2007). Although there has been much conceptual evidence of the positive link between customer equity and firm’s performance(Blattberg, Malthouse, and Neslin 2009), comparison of relationships between two competing firms based on customer equity and firm profitability is limited. Therefore, this research examines the role of customer equity on the firm profitability by comparing the company type such as leader and follower in customer equity setting. The result shows that the effect of newly acquired Customer equity of the second tier company is stronger than that of the top tier company while the effect of retained customer equity of the top company is stronger than that of the second tier company. Overall, the results provide strategic implications for firms to use a different customer equity strategy in a competitive market structure.

This study applies optimization-based algorithm to develop combination classification methods. We propose a genetic algorithm-based combination classification method of multiple decision trees to improve predictive accuracy, optimize classification rules, and interpret classification results. The basic algorithm for decision tree has been constructed in a top-down recursive divide-and-conquer manner. Based on different split measures (attribute selection measures), different decision tree algorithms can be produced, and then multiple decision trees can be formed. We proposed the parallel combination model of multiple decision trees. On top of the combination model, multiple decision trees are parallel combined. Each decision tree produces its own classification rules according to training samples from which one can present the classification result using probability distribution of target class label. At the bottom, the classification result of each decision tree serves as the input for combination algorithm in producing classification result and rules for the combination model. Combination algorithm adopts weighted summation of the outputs of probability measurement levels from individual decision trees, while genetic algorithm optimizes connection weight matrix. Finally the target class label with the largest probability output value is selected as the decision result for combination classification methods. The proposed method is applied to the issues of customer credit rating assessment and customer response behaviour pattern recognition in CRM. From the simulation results it is concluded that the proposed method has higher predictive accuracy than single decision tree. Moreover, it retains good interpretability and optimizes classification rules.

The Korean buffet restaurant, which was developed by combining the Korean food and a buffet, allows a large menu to be enjoyed at a reasonable price and has become popular with men and women, young and old, and become a new type of eating out. This study examined the effects of the waiting time management and menu quality on the customer satisfaction and re-visit intention in a Korean buffet restaurant to help quality improvement and development of Korean buffet restaurants. The customer satisfaction and re-visit intention only had a significant effect on the staff attitude toward waiting time. Hygiene, sensory factor, and variety of menu quality were significantly related to customer satisfaction and revisit intention, respectively. In addition, satisfaction with food and service had a significant effect on the re-visit intention and customer satisfaction. Therefore, it is important to establish a virtuous cycle structure that will improve the re-visit intention by satisfying customers through waiting time management and menu quality for the development of Korean buffet restaurants.

This study will provide a new perspective on how customer experiences and their co-creation can be managed by studying the practices used to manage customer experience co-creation at festivals. Based on 22 interviews of Finnish festival organisers, a process model for customer experience management is proposed.

This study was conducted to grasp problems of the present and investigate the real condition of organizations by making how an organizational ISO/TS 16949 quality management system has a positive effect on process improvement, perceived organizational support has a significant effect on the relationship between ISO/TS 16949 requirements and process improvement, process improvement has a positive effect on customer satisfaction and organizational performance research projects. For doing them, it tris to suggest an effective application plan of ISO/TS 16949 certification through improvements about corporate quality management systems of the automobile field by investigating and analyzing literature of the precedent studies and ISO/TS 16949 certification effects actually, conducting and analyzing an survey on effects on customer satisfaction and organizational performance, and drawing the problems.

Quality management system is a systematic quality improvement approach for firm-wide management for the purpose of improving performance in terms of quality, productivity, organizational characteristics, customer satisfaction, and firm’s profitability. Recently, many researchers have examined the relationship between quality management system and firm’s performance. The conclusion from these studies is that effective implementation of quality management system improves firm’s performance. This paper extends the existing research on quality management system and firm’s performance by examining how the impact of quality management system on firm’s performance is moderated by organizational characteristics and customer satisfaction. The paper is organized as follows. Section 1 introduces the necessity and purpose of the research. Section 2 reviews quality management system and summarizes the results of previous studies. Section 3 present the proposed research model, the hypotheses related to the relationship between quality management system and firm’s performance. Section 4 provides results from the data analysis. Section 5 presents discussions, results, further implications, and research limitations. An extensive literature research was designed to identify and retrieve empirical studies relevent to develop the hypotheses. The objectives of this study identify the factors of quality management system on business performance. The results are as follows: First, The management responsibility, resource management and product realization influenced significantly on financial performance. The management responsibility and product realization influenced significantly on non-financial performance. Second, the research showed a fact that organizational characteristics and customer satisfaction effect as a moderated between quality management system and business performance. The implications of our results are that organizational characteristics and customer satisfaction moderate the firm’s performance.

The goal of the current study was to analyze major factors for improvement of quality of life in contract foodservice customers. This study investigated how characteristics of customers, foodservice management, and competitors differ in different contract foodservice business environments in order to understand increasing concerns over health, in-house working, and the environment, which are directly connected to work and life satisfaction and company profits. For the foodservice business environment, this study classified environmental factors reported by Duncan (1972) into three factors: customer environment, foodservice management environment, and competitor environment. Multi-regression analysis was conducted on quality of life using the Korean version of the WHO Quality of Life Scale Abbreviated Version (WHOQOLBREF). Sub-factors of the contract foodservice business environment included foodservice management environment, customer environment, and competitor environment in the order of importance. The results indicate that the foodservice management environment of the company or organization where the customer is employed has the most substantial influence on quality of customer life.

The objective of the current study was to analyze the major factors affecting quality of life improvement for contract foodservice customers by identifying the contract foodservice environment consisting of the customer, foodservice management, and competitor. Qualitative research method was performed on foodservice customers and foodservice management using in-depth interviews. First, the customer environment was classified into three categories, including convenience of location, foodservice management environment into six categories, including comfort level of dining facility, and competitor environment into three categories, including service competition between foodservice providers. Second, quality of life was defined as the level of contentment felt by both the customer and foodservice management consuming the food provided. Third, both the customer and foodservice management perceived that the management environment of contract foodservice had a “medium” effect on quality of customer life. The findings of this study could be applicable for development of a contract foodservice business strategy through objective comparative analysis of the customer, foodservice management, and competitor environments.

Korea's modern waterworks began with construction of DDukdo water treatment plant in 1908 and has been growing rapidly along with the country’s economic development. As a result, water supply rates have reached 98.5% based on 2013. Despite multilateral efforts for high-quality water supply, such as introduction of advanced water treatment process, expansion of waterworks infrastructure and so on, distrust for drinking tap water has been continuing and domestic consumption rate of tap water is in around 5% level and extremely poor comparing to advanced countries such as the United States(56%), Japan(52%), etc. Recently, the water management has been facing the new phase due to water environmental degradation caused by climate change, aging facilities, etc. Therefore, K-water has converted water management paradigm from the "clean and safe water" to the "healthy water“ and been pushing the Smart Water City(SWC) Pilot Project in order to develop and spread new water supply models for consumers to believe and drink tap water through systematic water quality and quantity management combining ICT in the whole water supply process. The SWC pilot projects in Pa-ju city and Go-ryeong county were an opportunity to check the likelihood of the "smart water management" as the answer to future water management. It is needed to examine the necessity of smart water management introduction and nationwide SWC expansion in order to improve water welfare for people and resolve domestic & foreign water problems.

How to measure and evaluate the performance of managing a store? Although it is important for a retailer to execute good management in a store, there are few efficient measurement tools and methods for In-store management. Also few people are trying to deal with variety of goods (number of categories), depth of a catagory (number of stock-keeping units within a category), and stock level (the number of individual items of a particular SKU) in a store. To solve the problem, this paper suggests the Customer-Retailer Collaboration (CRC) model that utilizes Gamification. By embedding gaming elements, the store management activities can be viewed as more game-like processes. Customers find some problems they encountered in the store and send the related signals via mobile APP, and the relevant store personnel copes with the signals. As the return for their collaboration, they both will obtain points and badge. This paper designs the CRC model and shows the flow of the model briefly.

This paper describes how customer asset management can influence the profit and loss and the balance-sheet drivers of shareholder value. The authors argue that economic profit should be used as a measure of shareholder value creation because the former acknowledges both operating and financial expenses and allows analysis of individual customer relationships. The developed framework suggests that the drivers of shareholder value can be divided into four main categories: revenue, cost, asset utilization, and risk. The paper identifies 13 distinct roles for customer asset management that influence the four shareholder value drivers. The empirical research consists of three longitudinal B2B case studies describing customer asset management aimed at improving shareholder value creation. The findings of the empirical research suggest that B2B firms are able to acknowledge all suggested four shareholder value drivers. Findings also suggest that firms should differentiate their customer management concepts in order to move customer asset management beyond traditional acquisition–retention optimization.

The purpose of this study is to explore the effects of social media in Customer Relationship Management (CRM) based on a theoretical foundation. Social media was firstly used as a new communication tool by internet users, and is being commercialized as a powerful tool to build and maintain long-term relationships between customers and businesses. This study focuses on service sectors and aims to clarify how social media helps companies innovate traditional CRM. Social CRM is seen as one of these service innovations and is highlighted in this paper.