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김상용,이두희,서구원,유원상,Kim, Sang Yong,Lee, Doo Hee,Suh, Koo-Won,Yoo, Weon Sang 한국마케팅학회 2012 ASIA MARKETING JOURNAL Vol.13 No.4
성숙기에 접어든 국내 렌터카 시장에서 AJ렌터카는 정체된 경쟁 상황을 타파하고 차별적 경쟁 우위를 확보하여 시장을 선도하기 위하여 2006년에 고객 만족 경영을 기업의 비전으로 선포하고 다양한 서비스 혁신 활동을 통한 고객 만족 경영을 전개해 나가고 있다. 그 결과 현재 서비스 품질 지수, 고객 불만율 등 주요 서비스 관련 지표가 눈에 띄게 호전되고 있으며 향상된 서비스 지표들은 고객 만족 지수와 재이용 의도 등의 고객 만족 지수들에도 직접적인 영향을 미쳐 이 부분에서 경쟁사들을 앞서 나가고 있다. 이런 고객 만족 경영의 성공은 짧은 기간에도 불구하고 기업의 신규 고객 유입 수의 증가와 매출액 증가 등 전반적인 경영 성과 지표에도 직접적으로 반영되고 있다. 본 사례연구에서는 이와 같은 성공의 원동력이 된 AJ렌터카의 서비스 경영 활동을 살펴보고 그 전략을 분석하여 보고자 한다. 보다 구체적으로, AJ렌터카의 서비스 경영 전략, 고객 관리 프로세스, 다양한 고객 만족 경영 활동의 예, 서비스 경영 활동의 성과, 그리고 핵심 성공 요인을 분석해 보고자 한다. As the Korean rental car industry turned into a mature stage, the competition level has become stronger than ever. In 2006, AJ Rent a Car declared customer satisfaction management as its vision to make a breakthrough. Through various service innovation efforts, AJ has been successfully offering meaningful and differentiated values to the customers. As results, the complaints rate has decreased, while service quality index has significantly increased. These service quality indicators have led to improved customer satisfaction level which was measured by re-purchase intention and customer satisfaction index, and AJ outran its major competitors in these dimensions of competition. The first key success factor of AJ is its effective service system. AJ manages the VOC, ERP, and CRM system in a well organized manner. AJ's another key success factor is a effective service process, which helps the organization share and respond to customer complaints in an efficient way. Finally, the management communicates the clear vision and strategic direction not only with the customers but also with the entire organization. With these three factors combined, AJ has created the service oriented corporate culture. Based on the culture. AJ has been able to develop a strong and sustainable competitive advantage in customer satisfaction management.
Simplified Stress-Strain Relations of Multi-ply Cords
김상용,정호규,조재환,Kim, Sang-Yong,Jeong, Ho-Gyu,Jo, Jae-Hwan The Korean Fiber Society 1986 한국섬유공학회지 Vol.23 No.5
Simplified tensile stress-strain relation of textile cords was derived and discussed with Riding's experimental results. Theoretical equations for two-, three-and seven-ply cords are developed under the consideration of different geometrical packing. The tensile stress-strain relation of cord is expressed in terms of "Cord Factor." As cord twist and cord strain increase, the deviation between theoretical and experimental values increases for the two and three-ply cords. In case of seven-ply cord, the agreement between the calculated and experimental is very good compared with the other two cord structures.
김상용,나상현,설창,Kim, Sang-Yong,Na, Sang-Hyun,Seoul, Chang The Korean Fiber Society 1988 한국섬유공학회지 Vol.25 No.6
Effect of zone-drawing conditions (draw temperature and draw ratio) on the structure and properties of the ultrahigh molecular weight polyethylene(UHMWPE) single crystal mats(SCM) was investigated. Mats were made by slow filtering and drying of single crystals crystallized in the dilute xylene solution of UHMWPE. These mats have platelike lamellar structure with mp 137$^{\circ}C$ and crystallinity 0.71. High draw ratio up to 40 was obtained by zone-drawing of the UHMWPE SCM near melting temperature. The birefringence, crystallinity, tensile modulus and breaking tensile stress of drawn mats appeared not to depend on the draw temperature but increased with increasing draw ratio. The maximum tensile modulus obtained in this experiment was 78 GPa.
축차이축연신 Poly(vinylidene Fluoride) 필름의 압전성과 역학적 성질
김상용,박철,최경식,Kim, Sang-Yong,Park, Chul,Choi, Kyung-Shik 한국섬유공학회 1989 한국섬유공학회지 Vol.26 No.7
Piezoelectric and mechanical properties of uniaxially and two step biaxially drawn poly(vinylidene fluoride) films were investigated and discussed in terms of morphology. Piezoelectric constants(e31) of two step biaxially drawn films were higher than those of uniaxially drawn films under the same poling conditions(about 0.5MV/cm.) In two step biaxially drawn films, dynamic tensile moduli in the drawing direction were higher than those in perpendicular direction to the drawing direction. Thermal stability of two step biaxially drawn films were better than that of uniaxially drawn films.