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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.
트레드밀 강도별 운동 및 기간별 저강도 운동이 흰쥐 뇌의 세로토닌 활성도에 미치는 영향
이광식 ( Kwang Sik Lee ),신호수 ( Ho Su Shin ),김창주 ( Chang Ju Kim ) 한국운동영양학회 2004 Physical Activity and Nutrition (Phys Act Nutr) Vol.8 No.1
The present study investigated the effects of intensity of treadmill exercise and duration of mild-treadmill exercise on activity of 5-HT in the cerebral cortex and dentate gyrus of rats via immunohistochemistry. For intensity-dependence treadmill exercise, rats were randomly assigned to four groups: the control group, the mild-exercise group, the moderate-exercise group, and the severe-exercise group (n = 10 in each group). For duration of mild-treadmill exercise. animals were divided into six groups: the control group, the 1 day-exercise group, the 3 days-exercise group, the 1 week-exercise group, the 2 weeks-exercise group, the 4 weeks-exercise group (n = 10 in each group). Thirty minutes after each exercise, rat brains were surgically removed for the histochemical determination of the 5-HT activity. The results were as follows; 1. 5-HT activity of the cerebral cortex was increased from treadmill exercise with increment of intensity. but no significant difference observed between the control group and the mild-exercise group. However, 5-HT activity of the dentate gyrus was increased in the mild-exercise group, and which it decreased with increasing of intensity. Also, no significant difference observed between the control group and the severe-exercise group. 2. In duration of mild-treadmill exercise. 5-HT activity of the cerebral cortex was increased the maximum level in the ] week of exercise, after which it gradually decreased. However, 5-HT activity of the dentate gyrus reached the maximum level on the 3 days of exercise and it maintained until 2 weeks, which it gradually reduced. Overall, there are different tendency represented impact of intensity of treadmill exercise on the 5-HT synthesis between cerebral cortex and dentate gyrus that is involved in the affect and the learning and memory. These results indicate that although the exercise can evoke central fatigue, whereas it could give a positive effect on learning and memory. and it suggests that the mild-exercise is more effective in terms of increasing learning and memory.
12주 유산소성 운동이 고령여성의 염증반응인자와 항염증반응인자에 미치는 영향
이광식(Lee Kwang-Sik),신호수(Shin Ho-Su),임백빈(Lim Baek-Vin) 한국체육과학회 2011 한국체육과학회지 Vol.20 No.1
The purpose of this study was to verify the effect of 12weeks aerobic exercise on inflammatory factors(high sensitivity C-reactive protein; hs-CRP, Erythrocyte Sedimentation Rate; ESR, white blood cell; WBC, Fibrinogen) and anti-inflammatory factors(Adiponectin, tissue plasminogen activator; t-PA) in elderly women. The subjects were divided into two groups; exercise group(n=12), control group(n=12). In exercise group, line dance were performed 60minutes a day, 3 times a week during the 12weeks program. The results were as follows; First, in the exercise group, significant decreased on hs-CRP and fibrinogen after the training, also, significant difference found on hs-CRP compared to that of control group, however, tendency of decreased ESR and WBC showed but no significant differences on it. Second, there are significant increased on adiponectin in exercise groups, and it increased compared to that of control group. However, no significant changes on t-PA. Consequently, aerobic exercise was effect on improvement of both inflammatory factors and anti-inflammatory factors, so that it can be reduce the Coronary Artery Disease(CAD)-related risk in elderly women.
이광식(Kwang-Sik Lee),방아위(Ya-Wei Fang),김영훈(Yeong-Hun Kim),윤대희(Dae-Hee Yoon),이창호(Chang-Ho Lee) 한국조명·전기설비학회 2008 조명·전기설비학회논문지 Vol.22 No.12
본 연구는 실내공기와 상수의 수질개선을 위하여 소형 평판형 오존발생기(plate-type ozonizer: PTO)를 개발하여 그 특성을 규명한 논문이다. 평판전극의 크기, 개수 및 배치에 따라 다양한 형태의 오존발생기가 고안되었다. 각 형태의 오존발생기의 방전 면적은 60[cm²]로 동일하며 방전전력은 최대 30[W]이다. 주요 연구 대상은 방전전력 오존생성농도 특성, 방전전력-오존생성수율 특성, 유량-오존생성능도 특성 및 유량-오존생성수율 특성이다. 오존생성특성은 PTOL-P가 가장 우수하게 나타났으며, 나머지 3종류의 오존발생기 (PTO<SUB>P-P</SUB>, PTO<SUB>C-P</SUB>, PTO<SUB>T-P</SUB>)에서는 유사한 결과를 얻을 수 있었다. It is the paper that this study develops the small plate-type ozonizer(PTO) for improvements of indoor air and water, and investigated the characteristics. Electric discharge area of ozonizer of each form is same to 60[cm²], and discharge power is the maximum 30[W]. Ozonizer of various forms was devised according to size, numbers and arrangement. The main study object is discharge power-ozone concentration characteristics, discharge power-ozone yield characteristics, amount of gas flow-ozone concentration characteristics and amount of gas flow-ozone yield characteristics. PTOL-P appeared so as to be most excellentm and ozone generation characteristics were able to get the similar results at three kinds of remaining ozonizer (PTO<SUB>P-P</SUB>, PTO<SUB>C-P</SUB>, PTO<SUB>T-P</SUB>).