• Title/Summary/Keyword: 고객지향성

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Effects of Dental Personnels' Relationship Orientation on Rapport and Loyalty (치과종사자의 관계지향성이 레포와 충성도에 미치는 영향)

  • Lee, Eun-Ju
    • Journal of dental hygiene science
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    • v.9 no.3
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    • pp.265-270
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    • 2009
  • This research provides the point of view by operating SPSS(14.0) about effective management and marketing focusing on customer by comparing and analyzing the effect which affects loyalty for the dental clinic and the rapport occurring when the dental worker communicates affirmatively with customers. The data was gathered from 300 customers visiting to a private dental clinic through the self-administered questionnaire in Jinju, Gyeng-nam. The communication(.017) and value property(.006) of service provider affects the rapport significantly. Last, the trust(.000), value property(.023) and the rapport(.000) affect the loyalty-a result variable-significantly.

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The Effect of Social Entrepreneurship on Market Orientation (사회적 기업가정신이 시장지향성에 미치는 영향)

  • Oh, Sang-Hwan;Yun, Dae-Hong;Ock, Jung-Won
    • Management & Information Systems Review
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    • v.36 no.5
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    • pp.27-44
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    • 2017
  • The purpose of this study was to empirically verify the effect of social entrepreneurship on market orientation. total of 500 questionnaires were distributed to workers in social enterprise and preliminary social enterprise. 202 questionnaires were used for final validation of research model, The hypotheses set in this study were validated through SPSS18.0 and LISREL8.3 based on the research model. The results showed that all hypotheses were accepted, except for 5 hypotheses(Hypothesis 1-1, Hypothesis 1-2, Hypothesis 1-3, Hypothesis 1-6, Hypothesis 1-9). First, we examined the effect that empathy might have on market orientation in connection with social entrepreneurship. The results suggested that empathy did not have a statistically significant effect on customer-orientation, inter-department cooperation and coordination, and competitor orientation. Second, we examined the effect that innovativeness might have on market orientation in connection with social entrepreneurship. The results showed that innovativeness had a positive(+) effect on customer-orientation and inter-department cooperation and coordination but did not have a statistically significant effect on competitor-orientation. Third, we examined the effect that risk-taking might have on market orientation in connection with social entrepreneurship. The results implied that risk-taking had a positive(+) effect on customer-orientation and inter-department cooperation and coordination but did not have a statistically significant effect on competitor-orientation. Finally, the relationship among market orientation variables was like this: The inter-department cooperation and coordination had a positive(+) effect on both customer-orientation and competitor-orientation. The results of this study are expected to provide a useful basis for overall understanding about the effect of social entrepreneurship on market orientation and present important theoretical and practical implications.

Effects of External Environment of Franchisor on Corporate Performance -Focused on Entrepreneurship, Market Orientation and Organizational Structure- (프랜차이즈 본사의 외부환경이 경영성과에 미치는 영향 -앙트러프러너십, 시장지향성, 및 조직구조의 매개변수를 중심으로-)

  • Lee, Tae-Yong;Yoo, Young-Jin
    • The Journal of the Korea Contents Association
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    • v.11 no.3
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    • pp.351-367
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    • 2011
  • Few previous researches have been studied in terms of franchisees' perceptions of franchisors' entrepreneurial activities within the boundary of restaurant franchising industry settings. The sampling frame for this study included 605 restaurant franchisees in the business-format franchising system in Korea and data were collected from 1 October 2009 to 28 February 2010. This study, from franchisees' views, investigated the relationship among franchisors' entrepreneurship, external environment, organizational structure(mechanistic-organic) and managerial performance, with structural equation modeling(SEM). The research findings were, firstly, external environment positively affected entrepreneurship which positively affected market orientation and managerial performance, and secondly, market orientation made franchisors select organic structure and heighten managerial performance. Also, external environment led franchisors to adopt organic structure and aggravated their managerial performance. The implications of these findings were as follows. Firstly, the more franchiors had initiatives, innovatedness and risk-taking attitudes, the higher they had managerial performances and market orientation. Secondly, franchisors should keep and heighten market share with keeping in mind with customer orientation, competition orientation, harmony between departments, long-term orientation and profitability. Thirdly, continuous and cautious environmental scanning was necessary because external restaurant environment made organizational structure being changed and managerial performance being aggravated.

A Effects of IT Process and the organizational characteristics on the CRM Performance (정보기술 프로세스와 조직특성이 CRM 성과에 미치는 영향)

  • Kwon, Young-sik;Lee, Min-kweon
    • Journal of Distribution Science
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    • v.5 no.2
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    • pp.35-53
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    • 2007
  • Customer relationship management(CRM) is perceived to be failing, and there is an urgent need for some practical ways to address this issue. The research presented in this article demonstrates that the implementation of CRM activities delivers greater profits. The author examine the key drivers and information technology process in implementing CRM using data collected from a diverse sample of firms. The results show that IT processes and top manager's commitment of CRM play a vital role in enchancing an organization's customer relationship performance. The study provides insights into why the use of customer orientation might not always deliver the expected customer relationship performance outcome.

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The Effects of Environmental Adaptation Patterns in the Railway Public Enterprises on Marketing Capabilities and Organizational Performance: Focused on the Market Orientation of Korail and Subway Firms (철도공기업의 환경적응패턴이 마케팅역량과 조직성과에 미치는 영향: 코레일과 지하철 조직의 시장지향성을 중심으로)

  • Shin, Tack-Hyun;Kim, Sung-Ho
    • Journal of the Korean Society for Railway
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    • v.15 no.1
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    • pp.71-79
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    • 2012
  • The main purpose of this study is to depict the causal relationship among Market Orientation(MO), Marketing Capabilities(MC), and Organizational Performance(OP) with the moderating effect of Environmental Turbulence(ET), especially comparatively highlighting the differences between Korail and Subway firms. Findings show that there partly existed significant interactions effects between ET and MO in case of subway firms, whereas Korail did not reveal any significant results. When considering the strong relationship between MO and MC shown in the subway firms' case, it can be inferred that subway firms continuously have attempted to adapt to the external environment facing them more flexibly and actively over their counterpart, by which the degree of their MC became positively enhanced over Korail. These results give us some implication that MO should be internalized and also MC should get a higher consideration than ever throughout the railway public enterprises in order to strengthen their performance.

The Relationship between Goal Orientation and Service-Oriented Organizational Citizenship Behaviors - A Case of Five Star Deluxe Hotel Employees - (목표 지향성과 서비스 지향적인 조직시민행동 간의 관계 - 특 1급 호텔 근무자를 중심으로 -)

  • Kim, Ji-Eun
    • Culinary science and hospitality research
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    • v.20 no.1
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    • pp.1-17
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    • 2014
  • Under the needs to study the predictors of the frontline employees' service-oriented organizational citizenship behaviors(OCBs) in the hotel industry, this study aimed to the influence of goal orientations on the OCBs. The two factors of performance goal and learning goal orientations were hypothesized to influence each dimension of OCBs(loyalty, service delivery, and participation). The data from 266 five star deluxe hotel employees were analyzed with descriptive statistics, multi-variate analysis of variance, and structural equation modeling conducted using SPSS 19.0 and AMOS 20.0. The results showed learning goal orientation positively influenced all dimensions of the OCBs while performance goal orientation positively influenced all dimensions except loyalty. These results suggest that hotel practitioners need to seek the applicants who are willingly oriented to specific goals at recruiting process. Furthermore, hotel organizations need to utilize the employees' goal approach to motivate their performances.

Effects of Relationship Benefits on Customer Satisfaction and Long-term Relationship Orientation: Focused on Credit Unions (관계혜택이 고객만족과 장기적 관계지향성에 미치는 영향: 신협을 중심으로)

  • Kang, Seong-moo;Kim, Hyung-jun
    • Asia-Pacific Journal of Business Venturing and Entrepreneurship
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    • v.13 no.2
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    • pp.125-137
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    • 2018
  • Credit unions organized and operated by the members of communities, work-places or groups are co-operative entities where customers act as owners not just transaction partners. The foregoing organizational characteristic of credit unions exerts beneficial effects on their customer relationship, and underscores the need for diversifying their relationship marketing strategies. This study sheds light on the structural relationship of credit unions in terms of principal variables of relationship marketing, i.e. relationship benefits, customer satisfaction and long-term relationship orientation. Specifically, we classify the relationship benefits into three sub-dimensions, i.e. confidence benefits, social benefits and special treatment benefits, and structuralize a causal model involving the customer satisfaction and long-term relationship orientation. From December 26, 2017 to January 26, 2018, A total of 360 questionnaires was collected. Of these, 346 were selected as the final samples, excluding 14, which are difficult to use in statistics. The reliability analysis, exploratory factor analysis, and regression analysis was performed by using the 'SPSS 24.0'. And confirmatory factor analysis, structural equation model analysis was performed by using 'AMOS 24.0'. The findings highlight the following. First, confidence benefits directly impact on the long-term relationship orientation, and indirectly influence the latter by the medium of customer satisfaction. Second, social benefits directly influence the long-term relationship orientation, without exerting any indirect effects on the latter via customer satisfaction. Third, special treatment benefits do not directly impact on the long-term relationship orientation but have indirect effects on the latter by the medium of customer satisfaction. Fourth, customer satisfaction has positive effects on the long-term relationship orientation. The findings suggest credit unions should establish a long-term relationship with their customers by providing them with confidence benefits to earn their trust and confidence, with social benefits to build a relationship of affinity and friendship, and with special treatment benefits to meet their needs in the long, not short and temporary, term.

The mediating effect of the structure supply chain orientation and the customer-oriented supply chain performance on the path between the supply chain orientation and the export performance in manufacturing SMEs (중소 제조기업의 공급사슬지향성과 수출성과의 경로에서 구조적 공급사슬지향성과 고객중심 공급사슬 성과의 매개효과)

  • Cho, Yeon-Sung
    • International Area Studies Review
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    • v.18 no.3
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    • pp.89-110
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    • 2014
  • This study build an integrated model of a relationship between the supply chain orientation(SCO), the performance of a supply chain management(SCM) and an export performance in a domestic manufacturing SMEs. Twelves hypotheses including the mediating effect of the structural SCO and the customer-focused performance of SCM were analyzed on the 212 SMEs. In the result of the analysis, the strategic SCO has a positive effect on the both of the SCO and the operational performance of the SCM. The structural SCO has a positive effect on the performance of the SCM. Also, the operational performance of the SCM has a positive effect on the export performance of SMEs. In the mediating effect, the structural SCO has a fully mediating effect between the strategic SCO and the customer-focused performance of SCM. In addition, it has a partial mediating effect on the relationship of the strategic SCO and the operational performance of the SCM. The operational performance of the SCM has a fully mediating effect between the structural SCO and the customer-focused performance of SCM.

The Effect of Perceived Customer Orientation to Emotional Presence, Commitment and Customer Satisfaction in E-Learning (e-learning에서 고객지향성에 대한 지각이 감성적 실재감과 학습몰입 그리고 고객만족에 미치는 영향)

  • Lee, Jun-Youb
    • Journal of Digital Convergence
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    • v.10 no.10
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    • pp.139-146
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    • 2012
  • The emotional factor has not been focused in e-learning studies. But the emotions of student are very important in e-learning because it is a self-regulated learning. This study is focused on the emotional factor in e-learning. This study examines the effect of perceived customer orientation to emotional presence, commitment and customer satisfaction in e-learning. The results of this study showed that the perceived customer orientation effect to the commitment about the learning and the customer satisfaction in e-learning.

Organizational Culture and Community-Centered Social Inclusion Orientation Among Social Service Organizations for People with Disabilities: Focused on Market Orientation As a Mediator (장애인복지기관의 조직문화유형과 지역사회중심사회통합지향성에 관한 연구 : 시장지향성의 매개효과를 중심으로)

  • Choi, Jae-Sung;Choi, Jung-Ah;Jung, So-Yon
    • Korean Journal of Social Welfare
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    • v.61 no.1
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    • pp.5-32
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    • 2009
  • The purpose of this study is to examine the effects of organizational culture types (rational culture, developmental culture, group culture, and hierarchical culture) on Community-Centered Social Inclusion Orientation(COSI) among social service organizations for people with disabilities. More specifically, this study developed and empirically tested two theoretical models where each of organizational culture types were hypothesized to affect COSI either directly or indirectly through market orientation. For data collection, self-administered type questionnaires were mailed to 416 social service organizations for people with disabilities across the nation and 293 responded (response rate: 70.4%) from June 1 to September 22, 2006. For analysis, however, only 263 respondents were used, excluding Independent living centers due to their small size and short history. Structural Equation Modeling was employed for analysis and Full Information Maximum Likelihood was used for estimation. Findings indicated that market orientation had a significant effect on COSI. In addition, developmental culture and hierarchical culture were found to affect COSI directly while rational culture and group culture were found to affect COSI indirectly through market orientation. These findings imply that market orientation needs to be emphasized as a strategy in order to enhance social inclusion orientation for those organizations. Given that all the four types of organizational culture have direct or indirect impacts on COSI, those organizations are also advised to develop the four types of organizational culture harmoniously rather than one single type of organizational culture.

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