초록 열기/닫기 버튼
The Consumer Centered Management(CCM) is the certification system, which is to assess whether it comprises consumer-oriented activities and continues to be promotion of consumer rights and enhances the competitiveness of enterprise. Thus CCM has contribute to spread the consumer-oriented corporate culture and improvement of consumer initiative through consumer-related operational processes. In this case study, we analyzed the VOC(Voice of Customer) response process of LOTTE Tour based on the CCM certification system. Consequently, practical implications through this research are as follows. First, it continues to make technological improvement to provide consumers with diverse, accessible and prompt information. Second, it has a system to reflect VOC into CCM. Third, from the planning stage of goods and service, it reflects consumer opinions, and implement service standard and service manual to prevent consumer complaints. Finally, it has the process that responds quickly to consumers complaints and improves CCM by sharing them internally.
