• Title, Summary, Keyword: Strategic Orientation

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An Empirical Study of the Measurement of the Customer Satisfaction in Hotel Industry - Focus on the NCSI Model - (호텔산업의 고객만족도 측정 및 활용방안에 관한 실증적 연구 - NCSI 모델을 중심으로 -)

  • 나영선
    • Culinary science and hospitality research
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    • v.6 no.3
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    • pp.57-81
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    • 2000
  • The purposes of this study and to develop the model to prove the structural relationship between service orientation and customer satisfaction, to find out the mediating variables between them, to survey and analyze their roles empirically, and to prove the probability of applying the strategic frame to all hotels in Korea. For these purposes. the author developed a structural model which consists of six variables. The data were collected from 7 hotels and analyzed with AMOS program. The findings can be summarized as follows : First, the higher customer expectation, the lower customer satisfaction. Second, the higher customer expectation, the higher customer perceived quality. Third, the higher customer perceived quality, the higher customer satisfaction. Fourth, the higher customer perceived quality, the higher customer perceived value. Sixth, the higher customer satisfaction, the lower customer complaint. Seventh, the higher customer satisfaction, the higher customer loyalty.

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The Relationship between IT Strategy, IT Invesetment, and IT Performance (정보기술전략, 정보기술투자방향, 그리고 정보기술성과의 상호관계)

  • Gang, Tae-Gyeong
    • 한국디지털정책학회:학술대회논문집
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    • pp.507-524
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    • 2003
  • Many organizations experience that the performance they gained from IT investment is lower than they expected values. As with any investment, executives are concerned with maximizing the performance from their investment in IT. This study focused on the relationship between IT strategy and IT investment to maximize IT performance. A field survey of chief information officer of Korea manufacturing sector was conducted. Complete data for 147 firms was analyzed to determine relationship of the three research constructs. The study shows a positive relationship between IT strategic orientation, IT investment direction, and performance of IT. The research results provide empirical evidence that supports the research hypothesis that closer fit between IT strategies and IT investment directions does lead to increase operational and competitive performance of IT

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Consumer Response to Seller-Induced Perishability: Perceived Desirability of Products, Urge to Buy, and Purchase Acceleration

  • Byun, Sang-Eun
    • International Journal of Costume and Fashion
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    • v.11 no.2
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    • pp.53-64
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    • 2011
  • The implementation of a short renewal cycle has become one of the competitive alternatives for apparel retailers to respond quickly to fast-changing consumer tastes. This strategic orientation affects consumer decision-making by inducing perishability of the store offerings. The purpose of this study was to examine the impact of perceived seller-induced perishability (as a result of a short renewal cycle) on perceived desirability of products urge to buy and purchase acceleration. The proposed model was tested in a field setting with female shoppers from two leading fast fashion retailers in the United States. This study found that perceived seller-induced perishability significantly enhances the perceived desirability of products and intensify the urge to buy while shopping which in turn accelerates purchases. In addition to perceived seller-induced perishability perceived desirability of products also contributed to intensifying the urge to buy. A number of theoretical and managerial implications were discussed and major areas of future research were suggested.

A Study on The Effective Efforts to Recover Unsatisfied Restaurant Customers An Empirical Study of the Measurement of the Customer Satisfaction in Hotel Industry In Korea (한국 특급호텔의 고객만족지수 연구)

  • Na, Yeong-Seon
    • Journal of Applied Tourism Food and Beverage Management and Research
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    • v.15 no.2
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    • pp.99-122
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    • 2004
  • The purposes of this study and to develop the model to prove the structural relationship between service orientation and customer satisfaction, to find out the mediation variables between them, to survey and analyze their roles empirically, and to prove the probability of applying the strategic frame to all hotels in Korea. For these purposes, the author developed a structural model which consists of six variables. The data were collected from 7 hotels and analyzed with AMOS program. The findings can be summarized ad follows : First, the higher customer expectation, the lower customer satisfaction. Second, the higher customer expectation, the higher customer perceived quality. Third, the higher customer perceived qualify, the higher customer satisfaction. Fourth, the higher customer perceived quality, the higher customer perceived value. Sixth, the higher customer satisfaction, the lower customer complaint. Seventh, the higher customer satisfaction, the higher customer loyalty.

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The Effects of Social Overload on Social Communication in the Social Media Environment (사회적 지지 과부하가 소셜미디어 환경에서의 사회적 소통에 미치는 영향)

  • Park, Jun-Suk;Kwahk, Kee-Young
    • Knowledge Management Research
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    • v.18 no.4
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    • pp.137-157
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    • 2017
  • With the rapid growth of the internet, Social Network Services (SNSs) have played an important role. As the use of SNSs increases, users experience a sense of responsibility to respond to other people's messages or requests, and consequently experience an social overload, feeling too much social support for other users. In this study, we examined the effects of social overload on loneliness and SNS discontinuous usage intention. To verify the research model, data were collected from 83 SNS users and analyzed using SmartPLS, a structural equation modeling tool. The results of this study showed that the communal orientation and the degree of use of SNS influenced the social overload, and the social overload had a significant effect on loneliness and SNS discontinuous usage intention. The findings of this study are expected to help understand the social overload and loneliness in the use of SNS, and may also provide a strategic direction for SNS service providers.

An Empirical Study on the Impact of Strategic Orientation of Port Logistics Service Quality;Focused on Busan Port and Gwangyang Port (전략지향성이 항만물류 서비스품질에 미치는 영향에 관한 실증연구;부산항 ${\cdot}$ 광양항을 중심으로)

  • Jeong, Gyeong-Mi;Chu, Gyo-Wan;Park, Yeong-Geun
    • Proceedings of the Korea Port Economic Association Conference
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    • pp.175-197
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    • 2007
  • 컨테이너 선박의 대형화, 항만의 중심항과 주변항으로 체제 변화 등과 같은 항만 환경의 변하는 항만간의 경쟁을 심화시키고 있다. 선행연구에서 항만경쟁력 요인 분석을 통해 항만물류 서비스품질 또한 한 요인임을 밝혔다. 기존의 항만물류 서비스품질에 대한 연구에서 항만물류 서비스품질을 통한 고객만족에 관한 연구는 많지만, 항만물류 서비스품질의 선행변수에 대한 연구는 미비했다. 따라서 본 연구에서는 항만물류 서비스품질이 선행변수로 전략지향성의 요인인 혁신지향성, 고객지향성, 경쟁자지향성을 선정하여 이들의 관계를 규명하고자 하였다.

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Consumer Acceptance of E-Commerce in Korea and China;The Effects of National Culture

  • Yoon, Cheol-Ho
    • 한국경영정보학회:학술대회논문집
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    • pp.565-570
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    • 2007
  • With e-commerce becoming international, understanding the effects of national culture in consumer acceptance of e-commerce is required. This study examines consumer e-commerce acceptance in Korea and China. The research model consisting of perceived usefulness, perceived ease of use, trust and perceived risk was proposed, and the hypotheses based on Hofstede's cultural dimensions of power distance, individualism/collectivism, masculinity/femininity, uncertainty avoidance and long-term orientation, were established. The results show that perceived usefulness contributes less to consumer acceptance of e-commerce in China than it does in Korea. In addition, perceived ease of use contributes more to consumer acceptance of e-commerce in China. Trust contributes significantly to consumer acceptance of e-commerce in both countries, but perceived risk didn't influence consumer acceptance of e-commerce in either country. The contribution of this study is to provide strategic insights for successfully managing cross-cultural e-commerce.

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The Impact of CEO's strategic orientation on ventures' performance (창업기업 경영자의 전략적 지향성이 기업성과에 미치는 영향)

  • Kim, Jung-Yoon
    • Proceedings of the KAIS Fall Conference
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    • pp.908-911
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    • 2009
  • 본 연구의 목적은 중소 창업기업 최고 경영자(CEO)의 전략적 지향성이 회사 성과에 미치는 영향을 조사하는데 있다. 본 연구에서는 CEO의 3가지 다른 차원의 전략적 지향성(고객, 경쟁자, 기술지향)을 살펴보았다. 과거 전략지향성과 성과 간의 연구는 이들 간의 직접적인 관계를 분석하였다. 본 연구는 전략적 지향성이 어떠한 기업 활동에 영향을 미쳐 기업 성과로 이어지는지 중간 매개 변수에 대한 분석을 하고자 한다. 연구결과, CEO의 고객지향성 및 기술지향성은 신제품 개발 과정의 사전기획 역량과 기능 간 협력을 향상시키고, 종업원의 조직 몰입도를 향상시킨다. 반면, CEO의 경쟁자 지향성은 사전기획 역량과 기능 간 협력 향상에 기여하지 못할 뿐만 아니라, 오히려 종업원의 조직몰입에 부정적인 영향을 미치는 것으로 분석되었다.

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The Effect of Empowerment and Internal Service Quality Management in an Airline on Customer Orientation (항공사의 구성원들에 대한 임파워먼트와 내부서비스 품질 관리가 고객지향성 향상에 미치는 영향)

  • Yoon, Han-Young;Lim, Jong-Bin;Park, Kang-Sung;Park, Wan-Kyu;Park, Sung-Sik
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.20 no.7
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    • pp.578-588
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    • 2019
  • As the service industry develops, service quality, customer satisfaction, and human resource management are considered priorities in modern management to maintain a company's growth. Therefore, understanding the strategic importance of service marketing is an essential task for modern companies. This study examined the relationship between the internal service quality of employees in the organization and customer orientation through organizational effectiveness. In the case of an airline, a service can be defined as an interaction between an external customer and an internal customer service provider. This interaction significantly affects the behavior and attitude of the employees. Based on the results, empowerment has a significant influence on the internal service quality, but it has no significant effect on customer orientation. As the relationship between department and employees improved, the more confident staff showed an improved ability to perform their work. Therefore, it is important that the organizational structure and the reporting system are as concise and clear as possible to allow employees to accurately recognize the authorities and responsibilities assigned to them and have autonomy and discretion in the framework.

A Study on the Development of Measurement Instruments for the Business Model of Electronic Commerce in the Strategic Perspective (전략적 관점에서 본 전자상거래 비즈니스 모델의 측정도구 개발에 관한 연구)

  • Song Young-Il;Jeon Ho-Il
    • The Journal of Information Systems
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    • v.15 no.3
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    • pp.1-34
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    • 2006
  • The purpose of this study Is to develop empirically validated instrument for business model. The previous researches related to business model were almost taxonomies. And the focus of those researches were the classification by the degree of integration and innovation the origin, and the main source of revenue etc. In the emerging fields such as IT, e-commerce, and e-business, it tends to overlook methodological issue in its substantive relationships and also measurement. Business model is taken an interest in recent years. However, as the non-establishment of construct on business model has made no empirical study, this, study tries to develop an empirical validated instrument that identifies the dimensions of business model by uncovering meaningful group or categories. For this, the outlined domain of business model are defined as an organizational level that competes in the industry through the literature reviews. And the traits such as process integration, value chain reconstruction, strategic alliance with another business model, specialty in a certain wet sustainability of essential capabilities, differentiation, convertibility, customer orientation, revenue stream, newness, innovation leadership: and vision sharing are identified in those respective domains, and then the traits are classified into five dimensions such as interlinkageableness, valueness, functionalness, preemptiveness, and goalness by their characteristics. Generating items are continued on the basis of operationalization. Confirmatory factor analysis is performed in order to develop validated instrument with LISREL measurement model. Finally the instrument is developed through the previous procedure. The implication of this study is the first empirical effort to assess business model. The resulting instrument can be used with dependent variables in the future study related to business model. And the establishment of construct of business model is able to make a basis to rise an additional issue consequently. In the practical side, the instrument also can be employed as an assessment framework that can assess whether the expected value success or not. The instrument with the measurement can be used on competitor's business model, In. When an investment into a i-m with a specific business model, these instrument developed can be presented as the basic framework of assessment.

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