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호텔기업의 인터넷 고객관계관리 접점과 고객인식과의 관계연구
성현선(Seong Hyeon Seon) 한국호텔외식관광경영학회 2004 호텔경영학연구 Vol.13 No.1
Increasing use of internet has made us pay more attention to the CRM(Customer Relationship Marketing) under the internet environment. This study traces the theoretical background of eCRM and analyses the influences of eCRM encounter factors to the customer`s perception factors. First of all, encounter factor of eCRM focused on the encounter currently used on internet and were classified into 3 categories using factor analysis. Cronbach`s alpa and correlation analysis about the result of factor analysis were also conducted. Structural Equation Modeling(SEM) was used to analyse the influence of each factor to the customer`s perception ; flow and satisfaction. In short, the study concluded that, first, hotel managers can strengthen the customer`s perception factor and enlarging potential marketing area through continuous attention to the internet environments. Secondly, it gives a tip for the hotel managers to approach to the customers more effectively through various eCRM encounter.
이상휘(Sang Hwi Lee),성현선(Hyeon Seon Seong),김현준(Hyun Jun Kim),권태삼(Tae Sam Kwon) 한국철도학회 2017 한국철도학회 학술발표대회논문집 Vol.2017 No.05
본 논문은 서울메트로 안전사고 현황을 바탕으로 유형분석을 통한 안전사고 발생원인을 심층 분석하여 안전사고 예방(저감)을 위한 대책으로 4 가지 개선방안을 도출하였다. 우선 안전사고 빅데이터를 활용한 분야별 대책 마련을 제안하였고, 승객이동 편의시설 전반에 대한 안전관리 진단 및 관리․감독 강화를 제안하였다. PSD 장애 빈발개소에 안전요원을 우선 배치하도록 하며, 마지막으로 대 시민 안전사고 예방 홍보활동 강화를 제안하였다. 향후 안전사고 예방대책의 중요성은 지속적으로 증가할 것으로 예상되며 상기 대안으로 제시된 대책으로 안전성이 크게 향상될 것으로 판단된다. The present paper Seoul metro accident present condition the depths analyzed the accident occurrence cause which leads a type analysis with character and kind improvement program escape 4 by the countermeasure for an accident prevention(reduction). First of all it proposed the field by countermeasure preparation which applies an accident big data a safety supervision diagnosis and a management□ director reinforcement in about the passenger mobile utility system whole, it proposed. In order to arrange the safety engineer first of all in PSD obstacle frequency places, it proposed a large civil accident prevention public relation reinforcement last. The importance of hereafter accident preventive countermeasure with the fact that it will increase continuously and the safety will on a large scale improve by the countermeasure which is presented with minute description alternative with the fact that.