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品質經營學會誌 = Journal of the Korean Society for Quality Management v.33 no.4, 2005년, pp.21 - 41   피인용횟수: 1
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인터넷 쇼핑몰의 서비스 품질에 대한 동태적 자원배분 의사결정
A Dynamic Resource Allocation on Service Quality of Internet Shopping-mall

곽수일   (서울대학교 경영대학UU0000691  ); 최강화   (서울대학교 경영연구소UU0000691  ); 김수욱   (서울대학교 경영대학UU0000691  );
  • 초록

    This study analyzes the Internet utilization pattern of customer by comprehensively investigating the previous studies on the behavior pattern of customer in terms of Internet business. Based on the analysis, this study develops research framework that supports strategic decision-making for resource allocation in Internet business. Such research framework would be helpful for providing the typology of Internet business model that can be specialized by each industry. As a result of the simulation analysis, it was found that the optimal resource allocation portfolio providing maximum profits to the Internet bookstore involves large-scale investment on delivery service and customer support service which are the key factors for post-purchase customer satisfaction, regardless of the growth pattern or size of Internet bookstore market. Consequently, from the above analysis, the investment ratio of resources for the profit maximization of Internet bookstore was drawn. Conclusively, based on the comprehensive examination of the results, this study provided a framework for dynamic resource allocation decision-making, and proposed a management strategy which allows consumers to shop under more favorable environment, and simultaneously enables the Internet bookstore to accomplish management objectives such as continuous growth and profit maximization.

  • 주제어

    Internet Shopping-mall .   Resource Allocation .   Service Quality .   System Dynamics.  

  • 참고문헌 (28)

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  • 이 논문을 인용한 문헌 (1)

    1. Kim, Youn Sung 2016. "Literature Review on the Service Quality in KSQM for 50 Years" 品質經營學會誌 = Journal of the Korean Society for Quality Management, 44(2): 265~276     

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