• Title/Summary/Keyword: customer orientation

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A Study on the Effect of Customer Orientation in the Hospital Coordinator's role ambiguity and support situations (병원코디네이터의 역할모호성 및 지원상황이 고객지향성에 미치는 영향에 관한 연구)

  • Kim, Young-Hyuk
    • Korea Journal of Hospital Management
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    • v.18 no.3
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    • pp.1-26
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    • 2013
  • To improve the competitiveness of the hospital provides high quality medical services in a hospital coordinator role is emphasized. This study on customer orientation of the role ambiguity in order to identify the impact of degree of customer orientation were analyzed for demographic differences. Dependent variable, customer orientation affects role ambiguity as independent variables, and regression analysis were set. And the control variables are set to support situational factors, customer orientation on the role ambiguity and hierarchical regression analysis was performed. Obtained through empirical results are as follows: First, according to the demographic characteristics of the hospital coordinator customer orientation, the difference between gender and medical subjects are not shown. Age, education, work experience, job title, and the hospital on the pattern of customer orientation has shown a difference. Second, according to the hospital coordinator role ambiguity about its impact on customer orientation analysis can be a role implementation, job implementation, opinion communication in achieving customer orientation was negatively affected. Third, role ambiguity, and customer orientation factors for the moderating effects of organizational support for the role of customer orientation can role implementation, job implementation, opinion communication was a statistically significant. Fourth, the role ambiguity factors and customer orientation for the administrative support for the moderating effect of customer orientation and role implementation is significant, but job implementation, opinion communication were statistically significant. Fifth, the role ambiguity factors and customer support for customer orientation and customer orientation for the moderating effects of role performance and the opinion communication was not statistically significant. However, job implementation was statistically significant. The limitations of this study are as follows: First, role ambiguity, situational factors and support due to limitations of the variable factors that may affect the customer orientation of a number of factors were excluded. So many exogenous variables in the measurement process can affect. Second, the variables measured as problems of self-assessment by the variable measuring the respondent's bias may occur. Third, This study is difficult to generalize. In other words, several areas of the province conducted by the empirical results of the survey as a limit on the overall generalization can follow.

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Drivers of Intermediaries' Performance in Multisided Export Markets: Conceptualization and Propositional Development

  • OH, Han-Mo
    • THE INTERNATIONAL COMMERCE & LAW REVIEW
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    • v.77
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    • pp.305-327
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    • 2018
  • Export Intermediaries engage in an exporter's side transaction with an importer's side, both of which are customers of these intermediaries. Therefore, dyadic perspectives implied in conventional theories of customer orientation should be revised to apply to a triadic relationship systemin indirect export settings. The present manuscript proposed that customer orientation of export intermediaries consists of total customer orientation toward both the exporter and importer sides and customer orientation asymmetry, which is customer orientation in favor of the exporter relative to the importer side, and examines the antecedents and outcomes of these orientations. It is posited that each side attention increases total customer orientation and customer orientation asymmetry toward exporters or importers. These positive effects would be weaker when importers and exporters interact directly versus indirectly and would be stronger when the offering prices vary versus remain stable during negotiations. Lastly, total customer orientation would increase export intermediaries' performance by itself and in interaction with customer attention. Nonetheless, orientation asymmetry would increase their outcomes in line with customer attention.

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A Study on the Self-Leadership of Flight Attendant

  • BYUN, Ji-Hyeon;PARK, So-Yeon;PARK, Hye-Yoon
    • East Asian Journal of Business Economics (EAJBE)
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    • v.8 no.2
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    • pp.15-27
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    • 2020
  • Purpose - The purpose of this study is to analyze the relationship between the self-leadership of flight attendant and organizational effectiveness, the self-leadership of flight attendant and customer orientation, and the organizational effectiveness and customer orientation. Research design, data and methodology - To examine these research models, samples were collected from 318 flight attendants during Nov to Dec, 2019. Research Model established hypothesis 1 and hypothesis 2 that the three elements of self-leadership will affect organizational effectiveness and customer orientation. It also established hypothesis 3 that organizational effectiveness will affect customer orientation Results - The analysis on the effect of self-leadership have positive effect both on job satisfaction and organizational immersion. As a result of the relationship between organizational effectiveness and customer orientation, job satisfaction and organizational immersion have positive effect on both voluntary customer orientation and business customer orientation. Conclusions - Self-leadership affected positively on job satisfaction, organizational immersion and business customer orientation. the company have to provide flight attendant with incentives when they achieve good results. Also, company have to expand flight attendant's authority in their work environment. Organizational effectiveness affected positively on customer orientation so company have to give flight attendants with consistent seminars about company's vision and goal.

A Study on the Effect of Customer Orientation to Customer Performance According to Service Mechanism (서비스 메카니즘에 따른 고객지향성의 고객성과에 대한 영향)

  • Suh, Chang-Juck;Kwon, Yeong-Hoon
    • Journal of the Korean Society for Quality Management
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    • v.33 no.3
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    • pp.31-40
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    • 2005
  • Existing researches indicated that customer orientation was related to customer performance, customer satisfaction and customer commitment positively. We investigate the effect of customer orientation to customer performance, according to service mechanism. This study extends the past researches by measuring customer orientation from customer's perspective. Results show that the effect of customer orientation to customer performance is different according to service mechanism.

The Effect of Salesperson's Guanxi on Sale Performance : A Comparison with Customer Orientation

  • Lee, Sang-Jin;Song, Shan-Ji;Chang, Woo-Choul;Kim, Kun-Bae
    • International Journal of Advanced Culture Technology
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    • v.9 no.3
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    • pp.92-99
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    • 2021
  • In this research, it was investigated the competence of Korean salesmen in the insurance business(B2C, consumer goods marketing) and information communication industry(B2B, industrial goods marketing) at the individual level rather than the organizational level. The salesperson's Guanxi ability means the salesperson's ability to create, maintain, develop the Guanxi ability. Namely, it was investigated whether the Korean salesman's Guanxi ability is the effective and persuasive concept in explaining the sales performance(company performance, business performance). The purpose of this paper was to verify which variables, among Guanxi ability and customer orientation, better explain the sales performance of salespeople. The Western concept of marketing that is closest to Guanxi is the concept of the customer-orientation that is based on the theory of relationship exchange. Confucian culture in the East is the construct concept, Guanxi is the measurement. The relational exchange theory in the West is the construct concept, customer orientation is the measurement. As the result of the analysis, we found that the Guanxi proved a greater correlation with sales performance than customer orientation. In the information technology industry, there was a big difference compared to insurance industry, whereas Guanxi and customer orientation had a similar level of correlation with sales performance. In the case of the insurance industry, we found that the Guanxi and sales performance were significant but the customer orientation and sales performance were not. This means that sales performance can be accurately and sufficiently explained only by adding the Guanxi ability in addition to customer orientation. The result of analyzing the mediating effect of the Guanxi ability between customer orientation and company performance, customer orientation was significant with Guanxi, and customer orientation and company performance were also significant. But, when the Guanxi was used as the parameter, the Guanxi was significant with company performance, but the customer orientation was not. Even when the dependent variable was business performance, when the Guanxi was used as the parameter, we found that the Guanxi was significant with the business performance, but the customer orientation was not. Namely, it proved Guanxi ability and customer orientation are completely independent concepts. In addition, we found that the information technology industry, unlike the insurance industry, mediated the Guanxi ability between customer orientation and sales performance. We confirmed that in the future, salespeople should not only rely on rational methods to maintain and reinforce customer relationships, but must consider the emotional factors through empathy with customers.

The Impact of Social Media Adoption on Customer Orientation and SME Performance: An Empirical Study in Indonesia

  • NURFARIDA, Iva Nurdiana;SARWOKO, Endi;ARIEF, Mohammad
    • The Journal of Asian Finance, Economics and Business
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    • v.8 no.6
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    • pp.357-365
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    • 2021
  • This research aims to examine the effect of customer orientation on SME performance, and the role of adoption of social media on the relationship between customer orientation and SME performance. Using a quantitative research approach, data were obtained using a questionnaire by phone, email and paper survey. This study employs samples of 178 SME owners/managers in Indonesia, with convenience sampling techniques. Structural Equation Modeling-Partial Least Square (SEM-PLS) is used for analysis and hypothesis testing. The results showed that customer orientation was able to improve SME performance, and social media positively moderates the effect of customer orientation on SME performance. This shows that the influence of customer orientation on SME performance will be stronger with the utilization of social media because it helps businesses understand customer needs and wants, thereby creating value. This strengthens the concept of dynamic capability regarding the importance of the ability to adapt to environmental changes, particularly adaptation to developments in information technology. The findings of this study suggest the importance of SMEs adopting social media because it contributes to increasing the role of customer orientation in improving SME performance. Further research is needed to investigate the benefits obtained from using each social media channel on increasing customer orientation.

Effects of Compassion Competence and Organizational Commitment on Customer Orientation in Hospital Nurses (병원간호사의 공감역량과 조직몰입이 고객지향성에 미치는 영향)

  • Kim, Young Hoi;Choi, Mi Young
    • Journal of Korean Clinical Nursing Research
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    • v.25 no.2
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    • pp.133-141
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    • 2019
  • Purpose: This study aimed to examine the effects of compassion competence and organizational commitment on customer orientation in hospital nurses. Methods: The participant of this study was 223 nurses who have worked at a tertiary hospital in Chungcheong Province for at least one year. The general characteristics, compassion competence, organizational commitment, and customer orientation of the participants were collected, using self-reported questionnaires, from June 15 to June 29, 2018. The data were analyzed by descriptive statistics, independent t-test, ANOVA ($Scheff{\acute{e}}$ test), Pearson's correlation coefficient, and multiple regression using an SPSS/WIN 22.0 program. Results: Customer orientation was significantly associated with organizational commitment (r=.51, p<.001), and compassion competence (r=.74, p<.001). Compassion competence (${\beta}=.62$, p<.001), organizational commitment (${\beta}=.17$, p=.004), and marital status (${\beta}=.11$, p=.034) were identified as the predictors of customer orientation. These variables explained 59.1% of the variance in customer orientation. Conclusion: This study confirmed that compassion competence and organizational commitment may have an impact on customer orientation in hospital Nurses. Therefore, to improve customer orientation in hospital nurses, it is necessary to develop interventions and education programs considering these factors.

Effect of Customer Orientation on Employees' Satisfaction - Focusing on the Telemarketer of the Hotel and Insurance Company - (고객지향성이 종업원 만족에 미치는 영향 - 호텔과 보험사의 텔레마케터를 중심으로 -)

  • Shin, Chul-Ho
    • The Journal of the Korea Contents Association
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    • v.8 no.9
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    • pp.242-250
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    • 2008
  • The purpose of this study is to verifying the differences of the customer-orientation according to the business characteristics and the relations between customer-orientation and employees' satisfaction focused on the two groups of the service business. The results of the analysis are as followings : The customer-orientation of two groups are very similar to each other because of the job characteristics of the telemarketers. And only the difference of the real customer-orientation factors is significant on the relations between customer-orientation and employees' satisfaction. The results of the analysis reveal that the controls and the efforts of the telemarketers on the real customer-orientation factors are necessary. This study is meaningful because it brings the practical importance of the telemarketing and expands the scope of the study connecting the importance of the customer-orientation theories.

Factors Associated with Customer Orientation and Nursing Productivity (간호사의 고객지향성과 간호업무생산성)

  • Yeo, A-Ram;Lee, Haejung;Jin, Hyekyung
    • Journal of Korean Academy of Nursing Administration
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    • v.20 no.2
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    • pp.167-175
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    • 2014
  • Purpose: The purpose of this study was to identify the levels of customer orientation in nurses whose work experience was between 1 and 5 years and to examine factors associated with customer orientation and nursing productivity. Methods: For this descriptive correlational study, nurses (N=164) were recruited from a University Hospital in B city, from November 1 to 23, 2012. Questionnaires included measures of customer orientation, nursing productivity, organizational commitment, job stress, and turnover intention. Data were analysed with the SPSS/WIN 18.0 program using descriptive statistics, t-test, ANOVA, Pearson correlation coefficient, and stepwise multiple regression. Results: The mean age of participants was 25 years, 96% were single, and 54.9% had a bachelor degree. Organizational commitment (${\beta}$=.387) and job stress (${\beta}$=.280) significantly explained the variance in customer orientation ($R^2$=15.8). Customer orientation (${\beta}$=.479), education level (${\beta}$=.196), and turnover intention (${\beta}$=-.184) significantly explained the variance in nursing productivity ($R^2$=35.3). Customer orientation was the most important factor in explaining the variance in the nursing productivity. Conclusion: This study highlighted the relationship between customer orientation and nursing productivity. Improving the customer orientation could result in increasing nursing productivity. Future managerial intervention to improve customer orientation is warranted.

A Study on the Effects of Customer Orientation on Emotional Dissonance and Service Delivery Level (감정부조화와 서비스제공수준 간의 관계에서 고객지향성의 매개효과에 관한 연구)

  • Song, Jung-Su;Son, Eun-Il
    • Journal of the Korea Safety Management & Science
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    • v.11 no.4
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    • pp.127-137
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    • 2009
  • The purpose of this study were to examine the effects of emotional dissonance on customer orientation and service delivery level, and to examine the mediating effects of the customer orientation. In order to verify the relationships and mediating effect, data were obtained from 199 nurses working in a general hospital in Changwon City were analyzed by using SPSS 12.0. and AMOS 5.0. The findings are as follows: Firstly, there was a negative relationship between emotional dissonance and customer orientation. Secondly, there was also a positive relationship between customer orientation and service delivery level. Thirdly, there was also a negative relationship between emotional dissonance and service delivery level. Finally, the customer orientation was a partial mediating effect on the relationship between emotional dissonance and service delivery level. Based on these findings, the implications and the limitations of the study were presented including some directions for future studies.