Earticle

초록

영어

Nowadays, Customer Relationship Management (CRM) has been a competitive edge of many companies. It is critical for companies to get and maintain profitable customers. For the purpose of sustaining this competitive edge, companies should manage the Customer Information (CI) more effectively. The major goals of this research are 1) to identify the activities of the Customer Information Management (CIM) and the factors influencing on the CIM, 2) to show the relationship between the proficiency of the CIM and the CI Quality, and 3) to verify the mediating effects of the proficiency of the CIM process between the influencing factors and the CI Quality.
An empirical study was undertaken to test the hypotheses with data from 65 companies. Multiple regression analysis and ANOVA were employed to test the hypotheses. We found that 1) there are 6 activities in the CIM process and 5 factors affecting the CIM, 2) the proficiency of the CIM process is closely related to the CI Quality, and 3) the proficiency of the CIM process plays the mediator between the influencing factors and the CI Quality.

목차

Abstract
 1. 서론
 2. 문헌 고찰
  2.1 CRM과 조직학습
  2.2 조직지식으로서 고객정보
  2.3 고객정보 관리과정
  2.4 고객정보관리의 영향요인
 3. 연구 모형 및 가설
  3.1 연구 모형
  3.2 연구 가설
 4. 연구방법론
  4.1 자료의 수집
  4.2 변수의 조작화
 5. 자료의 분석
  5.1 측정도구의 신뢰성 및 타당성 분석
  5.2 가설의 검증
 6. 토론 및 결론
 참고문헌

키워드

저자

• 이상곤 [ Sang-Kon Lee | 한국기술교육대학교 산업경영학부 ] 교신저자
• 윤여중 [ Yeo-Joong Yoon | LG경제연구원 화학전략그룹 ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  JITAM [Journal of Information Technology Applications and Management]

• 간기

  격월간

• pISSN

  1598-6284

• eISSN

  2508-1209

• 수록기간

  1999~2026

• 십진분류

  KDC 005 DDC 005