고객반응의 선행요인 및 기업성과 모델링 과정에 관한 연구

Abstract

Today customers’ needs have been changing rapidly. Their tastes become more valuable and unique. And the competition of the companies has been keen in this environment. Each company has laid importance on the increase of customers' satisfaction and they have carried out the various antecedents which have influenced on the customers' responses. But there is a difficulty using actual strategies just with the expectation that the antecedents may affect the business performance. Especially it is impossible to allocate resource optimally with limited operational resources. Therefore this study aims to understand systematically the change of customer's responses and the business performance influenced by the antecedents. This study demonstrates the usefulness by applying the conceptual model and the assessment process of the customers' responses to the electric pressure cooker.