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고객이용경험과 기업신뢰, 고객만족, 고객충성도간의 관련성 연구: 제품, 콜센터, AS 3차원 접근을 중심으로
이광식 ( Kwang-sik Lee ),정기주 ( Ki-ju Cheong ),박남구 ( Nam-goo Park ) KNU기업경영연구소 2021 기업경영리뷰 Vol.12 No.2
Korea’s The Korean manufacturing industry, especially the home appliance industry, has been leading the growth of Korea, but it is a trend that strives to maximize the customer experience at the customer’s contact point, moving away from the era of satisfying consumers with only products. In this study, through a three-dimensional approach to not only perceived product use experience, but also call center counseling experience and after-sales experience, and detailed sub-variables, the impact of customer use experience on corporate trust, customer satisfaction, and customer loyalty is uncovered. It comprehensively researches and analyzes the impact on corporate trust, customer satisfaction, and customer loyalty through a structural model between each variable. Empirically Analyzing the Proposed Research Model and Hypothesis After collecting data using an online Google questionnaire for customers, the final 739 data were analyzed. As a result of the analysis, first, through a three-dimensional approach to not only the perceived product use experience, but also the call center counseling experience and after-sales experience, the factors influencing corporate trust and customer satisfaction were comprehensively identified. Second, it was confirmed that the company’s trust and customer satisfaction formed in this way have a great influence on customer loyalty. The difference of this study is that first, the perceived customer experience is studied by subdividing the product, call center, and three-dimensional approach into sub-factors. Second, the effect of 3D products and AS is high, but the effect of call centers is relatively low. This is due to the role of inbound response and AS linkage, which are the characteristics of manufacturers’ call centers, showing different results from previous studies. Third, the quality of the result of the call center call counseling experience has a great influence on the trust of the company, so it is necessary to approach the call center gangseon point in the future. Overall, this study provided a research foundation for customer experience that could expand the scope of customer-related research and proposals to improve corporate trust, customer satisfaction, and customer loyalty through a three-dimensional approach to products, call centers, and A/S. . In the future, we hope that companies aim to increase customer value and grow the company by forming relationships between companies and customers.
고객경험(제품,콜센터, AS)이 고객 만족과 고객 충성도에 미치는 영향
이광식 ( Kwang-sik Lee ),정기주 ( Ki-ju Cheong ),박남구 ( Nam-goo Park ) KNU기업경영연구소 2019 기업경영리뷰 Vol.10 No.2
Recently, manufacturers have moved away from the age of satisfying their customers with products alone, and have been promoting the total marketing channel as an enterprise that can execute customer satisfaction in the fastest and most efficient manner through call center and after-sales service. It is the overall flow. In recent years, the focus of corporate management has been focused on traditional tasks such as R & D, production, sales and marketing, and management support of the manufacturing industry. However, recently the focus moves to the call center and AS departments because the expectations for the customer contact field are increasing. In this study, firstly, we tried to analyze the effects of the major variables influencing each dimension of the call center experience, AS experience as well as product experience, and analyzing whether each dimension affects customer satisfaction. Second, we tried to reaffirm the traditional link that customer satisfaction leads to customer loyalty. The results of this study are as follows: First, in previous studies, product experience, call center experience, and AS experience were found to affect individual customer satisfaction. However, in this study, not only product experience, but also call center experience and AS experience dimension, Second, it can be seen that the customer satisfaction is influential on customer loyalty as a complete mediating role, and it can confirm the virtuous cycle of customer satisfaction once again. As a result of this research, we propose a theoretical basis that positively affects the customer satisfaction and customer loyalty in the call center and the AS field other than the product manufacturing field academically, And presented a link of righteousness. As a practical matter, we have confirmed that the call center and the AS division, which are customer contact departments, have a positive effect on customer satisfaction, and this has led to the fact that the position of the call center and the AS division is again important. Therefore, if managers can turn their attention to customer contact areas and connect customer experience with customer satisfaction and customer loyalty through call center and AS activities, it can contribute to stable growth of company. It will become a long-term profit center and its status will increase.
동기적 검사점 기법에서 불필요한 복귀를 회피하기 위한 쓰레기 처리 기법
정광식(Kwang Sik Chung),유헌창(Heon-Chang Yu),이원규(Won-Gyu Lee),이성훈(Seong Hoon Lee),황종선(Chong-Sun Hwang) 한국정보과학회 2002 정보과학회논문지 : 시스템 및 이론 Vol.29 No.5·6
This paper presents a garbage collection protocol for checkpoints and message logs which are saved on the stable storage or volatile storage for fault tolerancy. The previous works of garbage collections in coordinated checkpointing protocol delete all the checkpoints except for the last checkpoints on each processes. But implemented on top of reliable communication protocol like as TCP/IP, rollback recovery protocol based on only last checkpoints makes sympathetic rollback. We show that the old checkpoints or message logs except for the last checkpoints have to be preserved in order to replay the lost messages. And we define the conditions for garbage collection of checkpoints and message logs for lost messages and present the garbage collection algorithm for checkpoints and message logs in coordinated checkpointing protocol. Since the proposed algorithm uses process information for lost message piggybacked with messages, the additional messages for garbage collection is not required The proposed garbage collection algorithm makes 'the lazy garbage collectioneffect', because relying on the piggybacked checkpoint information in send/receive message. But ‘the lazy garbage collection effect’ does not break the consistency of the whole systems. 이 논문은 동기적 검사점 기법에서 결함 포용을 목적으로 불안전 저장 장치(volatile storage)에 저장되는 메시지 로그와 안전 저장 장치에 저장되는 검사점의 쓰레기 처리 기법을 제안한다 . 기존의 동기적 검사점 기법을 기반으로 한 결함 포용 정보 쓰레기 처리 기법은 가장 최근의 검사점을 제외한 모든 결함 정보를 쓰레기 처리하였다. 하지만 TCP/IP와 같은 신뢰적 통신 기법을 기반으로 한 동기적 검사점 기법이 가장 최근의 검사점만을 복귀 회복 기법에서 사용한다면, 손실 메시지(lost message)로 인한 불필요한 복귀(sympathetic rollback)가 발생된다. 이 논문은 동기적 검사점 기법에서 손실 메시지로 인한 불필요한 복귀 문제를 해결하기 위해 각 프로세스가 동기화된 가장 최근의 검사점외에 검사점이나 메시지 로그를 유지해야 한다는 것을 보였다. 또한 손실 메시지로 인한 불필요한 복귀 문제의 해결을 위해 관리되어야 하는 검사점이나 메시지 로그가 쓰레기 처리되어지기 위해 필요한 조건을 새롭게 정의하며, 이 정의를 기반으로 한 검사점과 메시지 로그의 쓰레기 처리 알고리즘을 제안한다. 제시된 조건을 기반으로 한 검사점과 메시지 로그의 쓰레기 처리는 송수신 메시지에 부가된 손실 메시지 관련 프로세스 정보를 이용하므로 쓰레기 처리를 위한 부가적인 메시지를 발생시키지 않는다. 제안된 기법은 손실 메시지 관련 정보가 부가된 메시지가 송수신되기 전까지 쓰레기 처리가 지연되는 ‘지연 쓰레기 처리 현상(lazy garbage collection)’을 발생시킨다. 하지만 ‘지연 쓰레기 처리 현상’은 분산 시스템의 일관성을 위배하지 않는다.