• The Journal of the Korea Contents Association
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• v.20 no.5
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• pp.476-499
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• 2020

The impacts of internal marketing in the security firms have not been studied much. This study analyzes the impact of internal marketing on job satisfaction, job commitment, customer orientation, and job performance for the security firm's branches using multiple mediation model which differs from simple mediation model. The data were collected from 263 employees of securities firm's branches in Seoul, Busan and other Korean metropolitan cities. The research hypothesis was validated by the tools of SPSS 22.0 and AMOS 22.0. The results are as follows. First, among the internal marketing factors, delegation of authority, reward systems and education training had a significant effect on job satisfaction. And internal communications were shown to have a significant effect on job commitment and customer orientation. Second, job satisfaction have a significant direct impact on the job commitment, customer orientation. And customer orientation have direct impact on the job performance. Also, delegation of authority and reward systems were found to have a significant indirect effect on the job performance in mediation of job satisfaction and customer orientation. These results imply that internal marketing factors affect job performance mainly through the mediation of job satisfaction, job orientation and that specially delegation of authority and reward system affect on the performance much, which are different from other industry cases.

• Culinary science and hospitality research
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• v.19 no.2
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• pp.28-39
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• 2013

The purpose of this study is to examine the causality among customer orientation, job satisfaction, and organizational commitment of food service employees using a non-recursive model. To do this, literary and empirical research was carried out. In the literary research, this study examined previous studies related to the concepts such as customer orientation, job satisfaction, and organizational commitment. The empirical research was analyzed based on the questionnaire answered by 203 food service employees. Main results of this study are indicated below. First, customer orientation had a positive effect on job satisfaction(t=2.404, p=0.016). Second, job satisfaction had a positive effect on organizational commitment(t=8.555, p=0.000). Third, organizational commitment had a positive effect on customer orientation(t=6.071, p=0.000). Our main theoretical and practical implication includes the significance of extending the range of research by verifying the non-recursive causality among customer orientation, job satisfaction, and organizational commitment. The limitations of this study are possible problems with generalization by convenience sampling in limited areas.

• Culinary science and hospitality research
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• v.17 no.2
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• pp.182-197
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• 2011

The purpose of this study is to examine the relationship among self-leadership, job satisfaction and customer orientation of hotel workers. To achieve the objectives of this study, self-leadership is fixed as an independent variable, job satisfaction and customer orientation as dependent variables and organizational commitment as a moderate variable. The results are as follows. First, self-leadership has an effect on job satisfaction. Second, self-leadership has an effect on customer orientation. Third, job satisfaction has a significant effect on customer orientation. Fourth, organizational commitment acted as a moderator in explaining between self-leadership and customer orientation. Therefore, it is required to adapt self-leadership in the hotel industry to increase organizational efficacy such as job satisfaction, customer orientation and organizational commitment. Implications and suggestions for the future research was discussed.

• Journal of Korean Ophthalmic Optics Society
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• v.10 no.3
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• pp.215-220
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• 2005

On entering new millenium, there has been an important switchover in the divergent View and its cases on commercial marketing. This study is to focus on the related influence factors of the optician's marketing. Aiming to improve the relationship of the manager and the manager and the clients, this study tried to find out the influences of the marketing. We defined quality of relation as three element, trust, satisfaction, absorption. We investigated how it influenced optician's characters, goods, service, price, physical convenience and communication to the quality of relation. Moreover, we investigated how it influenced optician characters like knowledge information, good impression, contact and relation marketing of dissatisfaction solution, also quality of relation could or not influence about repurchase intension and Big Mouth marketing. Optician's characters affect on affirmative effect to trust and absorption, but little affirmative effect to satisfaction. Since optician's characters are trust and absorption rather than satisfaction influence, they actively should improve customer-oriented variety of goods, service, physical convenience, communication. As price and communication structure of optician was formed so not modernized, we realized these have not influenced their trust, satisfaction, absorption to customer. Optician's characters influenced more affirmative effect to satisfaction than thrust and absorption. quality of relations mostly provided affirmative effect to the result of relation. The opticians should make efforts to influence on customer satisfied with goods and service, also to have trust and absorption for customer, should maintain good partnership with customer.

• Management & Information Systems Review
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• v.38 no.3
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• pp.81-96
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• 2019

Because the service is characterized by simultaneous production and consumption, the customer must participate directly in the delivery and production process of the service. For this reason, the variable Customer Participation has aggregated many empirical results in the service marketing field. Recent research on customer participation has focused on the relationship marketing, and is empirically identifying the relevance of customer participation and relative value of relationship marketing. These findings indicate that customer participation should be understood in a relationship between customers and service firms. Using commitment velocity and customer participation velocity considering dynamic of the relationship, this study aims to re-examine the relationship between customer participation and encounter satisfaction which is the foundation of relationship formation. Multiple regression analysis and hierarchical regression analysis are used as research methods. The study found that customer participation has a direct positive effect on encounter satisfaction, and that commitment velocity and customer participation velocity also have a significant effect on encounter satisfaction. However, all assumptions that were expected to moderate the impact of customer participation on encounter satisfaction were rejected. Although the study failed to identify the moderating role, it was clear about the impact on the encounter satisfaction of commitment velocity and customer participation velocity. Applying them to a wider variety of service types provided an opportunity to identify the value of the study, and to broaden the scope of the study suing these variables.

• Asia Marketing Journal
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• v.10 no.2
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• pp.31-69
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• 2008

The purpose of this study is to identify the organizational characteristics that enhance CRM performances of a company. Based on a review of diverse definitions of CRM performance, this study examines the relationships among CRM performance measures and organizational characteristics. A questionnaire survey of 123 CRM managers of Korean companies was conducted to test the proposed research model, and a series of structural equation modeling identified the strong effects of organizational characteristics on CRM performance. It was found that top management commitment to CRM and a firm's strategic readiness lead to high levels of CRM investment, which, in turn, enhance directly task-related performance and indirectly customer-related performance. This study also confirmed that customer orientation is significantly related to task-related CRM performance and that the variables of CRM commitment and organizational culture may enhance customerrelated performance indirectly through their effects on the task-related performance. However, organizational members' resistance to change was found to have no effects on CRM performance. Overall our research broadly supports the role of organizational characteristics revealed in the CRM literature.

• The Journal of the Korea Contents Association
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• v.6 no.5
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• pp.122-130
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• 2006

With the increasing popularization of the Internet and in the rapidly changing environment with uncertainty, corporations are faced by severe competition to survive. In the meantime, corporations have been quite interested in building and operating their Internet-based websites and invested much to them, since their deployment is emersing as a new means by much they can perform their marketing activity and comercial transaction. And then we investigated how these classified characteristics on website could influence on customer satisfaction and Relationship Commitment.

• Proceedings of the Korea Association of Information Systems Conference
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• 2003.05a
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• pp.75-92
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• 2003

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.10 no.6
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• pp.155-165
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• 2015

The objective of this study is to verify the structural correlations among trust, satisfaction, commitment, relation-continuing intention for internet fashion shopping mall. The statistical significance of questionnaire survey data for 360 customers was verified by using SPSS 18.0 and AMOS 18.0 statistical programs with significance levels of the ${\alpha}=0.05$. First of all, Cronbach's ${\alpha}$ was also assessed to verify the reliability of the measuring tool, and the fitness of the model were also verified to investigate the fitness of this research model. Finally, structural equation model analysis was performed to verify the structural correlations among the structural correlations among trust, satisfaction, commitment, relation-continuing intention for internet fashion shopping mall. On the basis of the empirical analysis, the following key results were drawn. First, trust for internet fashion shopping mall has the positively significant effects on satisfaction. Second, trust for internet fashion shopping mall has the positively significant effects on commitment. Third, trust for internet fashion shopping mall has the positively significant effects on relation-continuing intention. Fourth, satisfaction for internet fashion shopping mall has the positively significant effects on relation-continuing intention. Fifth, commitment for internet fashion shopping mall has the positively significant effects on relation-continuing intention. Sixth, the path of trust${\rightarrow}$satisfaction${\rightarrow}$relation-continuing intention for internet fashion shopping mall has the significant indirect effects, therefore the mediation effect of satisfaction was significant. Seventh, the path of trust${\rightarrow}$commitment${\rightarrow}$relation-continuing intention for internet fashion shopping mall has the significant indirect effects, therefore the mediation effect of commitment was significant.

• Journal of Global Scholars of Marketing Science
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• v.8
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• pp.315-339
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• 2001

As a new environment, the Internet proposes to us the innovative change of our life. Recently, there has been much attention to the virtual shopping mall as a new distribution channel and marketing tool. In this study, the effect of satisfaction and commitment on loyalty at virtual shopping mall is investigated. Additionally, we examined the effects of the navigation, merchandise value, shopping experience, and community on satisfaction and commitment. The study results as follows: First, satisfaction is a function of navigation, merchandise value, shopping experience, and customer intimacy. Second, commitment is a function of shopping experience, customer intimacy, and community. Third, satisfaction and Commitment is significantly related to virtual shopping mall loyalty.