| Title |
A Study on the Integrated Management Methods of the Claim in Apartment Housing Project through Analysis of Moment of Truth |
| Authors |
Yoo Seung-Yeun ; Yi June-Seong ; Kim Sang-Bum ; Choi Seok-In ; Jang Hyoun-Seung ; Jun Joon-Ki |
| Keywords |
Customer Satisfaction ; Apartment Housing Project ; Claim ; Defect Management |
| Abstract |
In apartment housing market, unsold apartments are increasing by excessive supply and reduced demand. In order to improve customer's self-recognition and increase customer's satisfaction, construction enterprises try to improve quality of products and induce marketing techniques. Nevertheless, customer's dissatisfactions and claims are significantly increasing. The purpose of this study, from this point of view, is suggesting the integrated management solution through theoretical study and analysis of the present status of claim management and MOT(Moment of Truth). |