• Title, Summary, Keyword: 고객지향성

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The Mediated Effect of Innovativeness and Customer Orientation among Entrepreneurial Market Orientation, Organizational Effectiveness and Business Performance (기업가적 시장지향성과 조직유효성·경영성과 간에 혁신성·고객지향성의 매개효과)

  • Yoo, Bong-Ho
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.12 no.9
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    • pp.3924-3935
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    • 2011
  • In this study, the mediated effect of innovativeness and customer orientation among entrepreneurial market orientation, organizational effectiveness and business performance. For this, a statistical analysis for 419 copies of questionnaires collected from small and medium sized companies. As a result of analysis, first, entrepreneurial orientation was verified to be antecedents of market orientation. Second, it was identified that market orientation played a mediating role among entrepreneurial orientation, innovativeness and customer orientation. Third, entrepreneurial market orientation had positive effect on innovativeness and customer orientation. Fourth, innovativeness and customer orientation had positive effect on organizational effectiveness and business performance. Fifth, innovativeness and customer orientation, the core of this study; had the mediated effect among entrepreneurial market orientation, organizational effectiveness and business performance.

A study on the Relationship between the Telemarketing and the Customer Orientation (텔레마케팅 유형과 고객지향성의 관계)

  • 한동철
    • Journal of Distribution Research
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    • v.6 no.1
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    • pp.57-76
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    • 2001
  • This study applies several concepts of customer orientation developed in 1980s and 1990s into the Korean telemarketing area. We in particular used two kinds of customer orientation - pure customer orientation and competitive customer orientation, and empirically analyzed the impact of customer orientation on the employee's satisfaction in terms of information, divers ity, completeness, salary). We surveyed 124 telemarketers in Korea.

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A Study on Effects of Using of the Hotel Information System to Service Orientation, Customer Orientation & Management Result (호텔정보시스템의 기술수용모델이 서비스지향성 및 고객지향성이 성과에 미치는 영향)

  • Lee, Sang-Dong;Seo, Kyoung-Do;Lee, Jung-Eun
    • Journal of Digital Convergence
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    • v.10 no.11
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    • pp.203-208
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    • 2012
  • In this study the hospitality industry's leading companies, hotel companies affect the relationship between the performance information system, customer orientation, service orientation, to identify the target. Convenience extraction methods to Employees engaged in hotel in Seoul & Busan sampling was investigated. In order to derive the results of the study, the study hypothesis was based Information System for customer orientation service orientation, affect the relationship between the performance was investigated. Service orientation and customer orientation significantly affected, but the results of the hypothesis testing, the usefulness of information system technology acceptance model for ease of service orientation and customer orientation in the not significantly affect was not. Service orientation and customer orientation, business performance, but significant results derived significant personal achievements the results derived were not.

Dietitians' Customer Orientation at Contract Foodservice Management Company (위탁급식전문업체 영양사의 고객지향성 분석)

  • Shin, Seo-Young;Kim, Hee-Yeon;Choi, Mi-Kyung;Yang, Il-Sun
    • Journal of the Korean Society of Food Science and Nutrition
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    • v.35 no.6
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    • pp.801-808
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    • 2006
  • The purposes of this study were to measure customer orientation of dietitians engaged in contract foodservice management companies, and to examine the impacts of personal characteristics and organizational characteristics on the customer orientation of dietitians. The questionnaires developed for this study were distributed to 230 dietitians of contract foodservice management companies, including 4 major companies, in Seoul and Gyeonggi areas. A total of 187 (81.3%) questionnaires were used for analysis, and statistical analyses were conducted using SPSS (Win 11.5) for descriptive analysis, correlation analysis, t-test and ANOVA. The average customer orientation score of the dietitians was 3.77 (SD=0.40) and it seemed that most respondents evaluated themselves as customer-oriented. Further analyses revealed significant differences in customer orientation among different position (p<0.05) and payroll (p<0.01) groups.'Type of menu' also affected the customer orientation (p<0.01). Overall, it is needed to design efficient training programs that improve service skills and customer orientation of dietitians, and the understandings on variables affecting customer orientation would help it.

The Effect of Adversity Quotient of Small business CEOs on Customer Orientation: Mediating Effect of Entrepreneurial Orientation (소기업 CEO의 역경지수가 고객지향성에 미치는 영향: 기업가지향성의 매개역할)

  • Ku, Woongmo
    • Asia-Pacific Journal of Business Venturing and Entrepreneurship
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    • v.15 no.3
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    • pp.103-119
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    • 2020
  • This study aimed to derive theoretical and practical implications by analyzing the relationship between adversity quotient, entrepreneurial orientation, and customer orientation, which are the internal competency of start-up entrepreneurs affecting the performance of a small business CEO. As in previous domestic studies, we deviated from analyzing internal competency as a single-dimensional functional relationship to business performance, and attempted to explain the relationship between the internal competences of start-up entrepreneurs. Empirical analysis was conducted by setting the adversity quotient as an independent variable, the entrepreneurial orientation as a parameter, and the customer orientation as a dependent variable. As a result of the analysis, first, it was found that control and ownership, which are sub-elements of adversity quotient, have a positive effect on entrepreneurial orientation and customer orientation. Second, entrepreneurial orientation was found to have a positive effect on customer orientation. Third, it was found that only the ownership of the adversity quotient had a positive effect on customer orientation through the mediating effect of entrepreneurial orientation. In other words, it was found that the entrepreneur's ownership influences customer orientation through entrepreneurial orientation. On the other hand, endurance, sub-element of adversity quotient, was found to have no significant effect on entrepreneurial orientation and customer orientation. This means that in the rapidly changing New Normal era, endurance of entrepreneur can no longer have a large impact on entrepreneurial orientation and customer orientation. This study gives implications for the entrepreneur's competencies that must be developed first and the tendency to be developed together. Furthermore, it can be helpful in policy designing start-up support programs and guidelines for investors' investment standards.

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The Effects of Internal Marketing on Market Orientation and Customer Orientation (내부마케팅이 시장지향성과 고객만족에 미치는 영향에 관한 연구)

  • Chung, Ki-Han;Jang, Hyeong-Yu
    • Journal of Global Scholars of Marketing Science
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    • v.11
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    • pp.103-128
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    • 2003
  • As the service market is increasingly competitive, internal marketing, marketing orientation, and customer satisfaction are becoming a crucial issue to the survival and growth of the service firms. This Study examined the structure modeling of internal marketing, market orientation, and customer satisfaction to verify the relationship among construct variables. Conslusively, the higher degree of internal marketing and market orientation, the higher degree of customer satisfaction. Specifically, The positive impact of internal marketing, customer orientation and competitor orientation on customer satisfaction is verified respectively. But, the impact of interfunctional coordination on customer satisfaction is rejected. The company is required to intensify interfunctional coordination in company operation process to boost sustainable competative advantage.

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The Market Orientation's Effect on the Performance : The Mediating Role of the Salespeople-Related Variables and the Customer-Related Variables (기업의 시장지향성이 성과에 미치는 영향 : 판매원관련 변수들과 고객관련 변수들의 매개역할)

  • Kang, Bo-Hyeon;Oh, Se-Jo
    • Journal of Distribution Research
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    • v.13 no.1
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    • pp.79-96
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    • 2008
  • This research has the goal of model presentation which explains the mediating role of the salespeople-related variables(customer orientation, job satisfaction, and organizational commitment) and the customer-related variables(service quality, service value, customer satisfaction, and customer loyalty) on the market orientation's effect on the performance. We collected survey data from 152 shop managers working in the department-store. In the result of final analysis, all 12 hypotheses are supported with statistically significance. The market orientation of firm increases the salespeople-related variables(customer orientation, job satisfaction, and organizational commitment), and the salespeople-related variables increase the customer-related variables(service quality, service value, customer satisfaction, and customer loyalty). Finally, customer loyalty increases the performance. This research has the contribution of explanation which shows the mediating role of the salespeople-related variables(customer orientation, job satisfaction, and organizational commitment) and the customer-related variables(service quality, service value, customer satisfaction, and customer loyalty) on the market orientation's effect on the performance. According to the result of this research, firms have to focus on the market orientation and understand the role of salespeople-related variables and customer-related variables on the process between the market orientation and the performance.

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The Effects of Core Competencies on the Management Performance of Hospitals : With a Focus on the Mediating Roles of Medical Service Orientation and Internal Customer Orientation (의료기관 핵심역량과 경영성과의 구조적 인과관계 분석 : 의료서비스 지향성과 내부고객 지향성)

  • Kim, In Yong;Lee, Sang Hyeok
    • Asia-Pacific Journal of Business Venturing and Entrepreneurship
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    • v.9 no.3
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    • pp.107-117
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    • 2014
  • The Purpose of this study was to empirically investigate the effects of core competencies on the management performance of hospitals and the mediating roles of medical service orientation and internal customer orientation. The sample of this study was composed of 307 employees from 18 general hospitals in Incheon Metropolitan City and Bucheon City. Data were collected with self-administered questionnaires and analyzed using structural equation modelling technique. This study found that core competencies had positive effects on the management performance of hospitals and that medical service orientation and internal customer orientation mediated the relationship between core competencies and the management performance of hospitals. The theoretical and practical implications of the results were discussed and the directions for future research were suggested.

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A Study on Strategic Orientation and the performance of IT Startup : The Mediating Effect of Network (IT스타트업의 전략적 지향성과 성과에 관한 연구 :네트워크 매개효과)

  • Shim, Yunsoo;Seo, Jounghae
    • Journal of Industrial Convergence
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    • v.18 no.1
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    • pp.1-15
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    • 2020
  • This study aims at examining the effect of strategic orientation on IT startup performance and analyzing the mediating effect of network in the relationship. The study was conducted on the three dimensions that make up strategic orientation: technological orientation, customer orientation, competitive orientation on firm performance, and the understanding of the role of the network. Empirical research on 94 IT startups as residents of startup support institutions was conducted. The suitability of the research model was evaluated with PLS-SEM. As a result of the empirical analysis, customer orientation and competitive orientation was verified to have a positive effect on network, while Technological orientation was confirmed to have no positive effect. and network mediated the relationship between customer orientation and competitive orientation, while Technological orientation was confirmed to have no positive effect. The results of this study provide startup practitioners with strategic direction and the importance of network establishment and utilization.

The Effects of M-CRM Characteristics, Market Orientation on Customer Loyalty and the Moderating Role of Relationship Length in Insurance Companies (보험기업의 M-CRM 특성과 시장지향성이 고객충성도에 미치는 영향: 관계기간의 조절효과)

  • Jung, Chul-Ho;Jung, Duk-Hwa
    • The Journal of the Korea Contents Association
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    • v.16 no.6
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    • pp.726-738
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    • 2016
  • This paper aims to examine structural relationship between the influence factors of customer loyalty, hypothesizing that m-CRM characteristics, market orientations, relationship quality and relationship length plays a crucial role in achieving customer loyalty in insurance companies. Total of 255 valid sample data were used to test study hypotheses. By using Structure Equation Modeling(SEM) method, the results show that m-CRM characteristics and customer orientation significantly influence to relationship quality except competitor orientation and all relationship quality are very significantly influence to customer loyalty being consisted of customer retention and word of mouth effect. In addition, the modulation effect of relationship length is confirmed about relationship between relationship quality and customer loyalty. A real situation we conducted our research may enable academics and practitioners to understand the antecedents and outcomes of m-CRM implementation in terms of market orientation.