• Title, Summary, Keyword: 고객지향성

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A Convergence study of the Effects of Job-esteem and Empathy on Customer orientation in Nursing students (간호대학생의 직업존중감과 공감 능력이 고객지향성에 미치는 영향의 융복합적 연구)

  • Jeong, Hyun
    • Journal of the Korea Convergence Society
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    • v.9 no.10
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    • pp.599-607
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    • 2018
  • The purpose of this study was to identify the influence of job esteem and empathy on customer orientation of college nursing students in the convergence society. The participants were 213 college nursing students, data were collected between July to August, 2018. Data were analyzed using t-test, ANONA, Pearson Correlation, Multiple regression. The factors influencing customer orientation were empathy, job esteem, communication with patients, and perception of customer orientation. These factors explained 32.0% of variance in customer orientation. Therefore, in order to improve the customer orientation of nursing students, education courses and intervention for improving cognitive empathy and finding ways to improve job esteem are needed.

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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레스토랑 종업원의 서비스지향성 재정의 및 영향요인 - T.G.I. Fridays를 중심으로 -

  • Lee, Yong-Gi;O, Myeong-Geon;Nam, Jung-Heon
    • Journal of Global Scholars of Marketing Science
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    • v.5
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    • pp.43-56
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    • 2000
  • 본 연구는 Dienhart et al.(1993)이 제시한 조직지원, 고객초점, 압박상황하에서의 서비스로 구성된 레스토랑 종업원의 서비스지향성을 고객초점과 압박상황하에서의 서비스로 재정의하고, 조직지원을 종업원의 서비스지향성을 촉진하는 요인으로 제시하였다. 그리고 조직지원과 직무만족, 직무안정성의 상호작용이 레스토랑 종업원의 서비스지향성이 어떤 영향을 미치는가를 분석하였다. 분석 결과, 본 연구에서 레스토랑 종업원의 서비스지향성 구성요소로 제시한 압박상황에서의 서비스는 변수의 내적 일관성이 매우 낮게 나타나 제외되고 고객초점만이 종업원의 서비스지향성을 구성하는 것으로 나타나 압박상황하에서의 서비스 항목에 대한 신뢰성 검토가 추후 연구에서 있어야 할 것으로 나타났다. 그리고 조직지원, 직무만족, 조직지원과 직무만족의 상호작용이 고객초점에 미치는 영향을 분석한 결과, 조직지원은 정(+), 직무만족은 부(-)의 방향으로 영향을 미치는 것으로 나타났으나 조직지원과 직무만족의 상호작용변수를 추가한 분석에서는 상호작용(OS ${\times}$JS)이 정(+)의 유의적인 영향을 미치는 것으로 나타났다. 또한 조직지원, 직무안정성, 조직지원과 직무안정성의 상호작용이 고객초점에 미치는 영향을 분석한 결과, 조직지원과 직무안정성은 정(+)의 방향으로 영향을 미치는 것으로 나타났으나, 조직지원과 직무만족의 상호작용변수를 추가한 분석에서는 두 변수 모두 영향을 주지 않았으며 상호작용 변수만 정(+)의 유의적인 영향을 미치는 것으로 나타났다.

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Membership Marketing of the Hotel Industry -Focusing on the Customer Orientation of the Telemarketers- (호텔기업의 멤버십마케팅 운영 -텔레마케터의 고객지향성을 중심으로-)

  • Shin, Chul-Ho;Choi, Bok-Soo
    • The Journal of the Korea Contents Association
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    • v.8 no.3
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    • pp.107-116
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    • 2008
  • This study was performed focusing on the telemarketers of the deluxe hotels in the five different areas as well as Seoul in order to find out the influence of the customer orientation of the telemarketers in the hotel membership operation on the telemarketers satisfaction. And the deferences of the customer orientation and the employee's satisfaction between the hotels in Seoul and in other areas were examined using the demographic characteristics as the background variables. According to this study, it reveals that the degree of the employee's satisfaction was high when their customer orientation was perceived as high. This study has a significance because it tried for the first time to research focusing on the telemarketers and to relate them to the customer orientation.

Effect of KORAIL Tour Conductors' Emotional Labor on Customer Orientation: Moderating Effect of Perceived Organizational Support (철도여행인솔자의 감정노동이 고객지향성에 미치는 영향 - 조직지원인식의 조절효과 -)

  • Hur, Chan-Young;Kim, Tae-Seong
    • Journal of the Korean Society for Railway
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    • v.17 no.4
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    • pp.289-296
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    • 2014
  • This study analyzes, based on survey of the behavior of 288 railroad tour conductors. how deep acting and surface acting, which were both classified as emotional labor, influence customer orientation. It also analyzes the moderating effect of POS (perceived organizational support) on emotional labor and customer orientation. The following are the summarized results of the analysis. First, railroad tour conductors' deep acting has a positive influence on customer orientation. And surface acting has a negative effect on it. Second, after the moderating effect of POS has been studied, it is found that POS does not appear to have a moderating effect on customer orientation of deep acting but does appear to have a moderating effect on customer orientation of surface acting. In conclusion, this study implies that it is important, to railroad tour conductors, that organizational level support enhance customer orientation; it is also important to manage railroad tour conductors' emotions in order to enhance customer orientation.

Influence of Internal Marketing on Customer Orientation and Loyalty in Hospital (병원내부마케팅이 고객지향성 및 충성도에 미치는 영향)

  • Kang, Cheon-Kook
    • The Journal of the Korea Contents Association
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    • v.16 no.2
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    • pp.174-185
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    • 2016
  • Internal marketing is the marketing activities of organizations that have a service mind to give satisfaction to the employees for the satisfaction of external customers. This Study tried to analyse the impacts of internal marketing on the customer orientation and loyalty, collecting a data to use a standardized questionnaires. This Study was conducted for 731 participants in a single general hospital in Gyeonggi Province with factor analysis, correlation analysis and linear regression analysis. The main findings of this study are as follows. First, it was found that the effect of internal marketing on customer orientation had the impact on leadership, internal communication and educational training having the statistically significant effects. Second, it was found that the effect of internal marketing on loyalty had the impact on leadership, internal communication, working environment, compensation and benefits and educational training having the statistically significant effects. Third, the effect of customer orientation on loyalty have the statistically significant effects and it was shown that if a customer orientation go up, there will be higher loyalty. I'm hope that it should be sought concrete plans for internal marketing activity to improve a customer orientation and loyalty.

The Effects of Strategic Orientations on Company Performance and the Moderating Role of Entrepreneurship in Small-Medium Sized and Ventures Manufacturing Firms (중소벤처기업의 전략지향성이 기업가정신에 따라 기업성과에 미치는 영향)

  • Jung, Chul-Ho;Jung, Duk-Hwa
    • The Journal of the Korea Contents Association
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    • v.14 no.7
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    • pp.468-479
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    • 2014
  • This paper aims to examine structural relationship between the influence factors of company performance, hypothesizing that strategic orientations and entrepreneurship plays a crucial role in achieving organizational performance in small-medium sized and ventures manufacturing firms. For this research, data were collected from 205 firms. By using Structure Equation Modeling(SEM) method, it was found that competitor orientation, technology orientation directly affect company performance but, customer orientation were not affected company performance. Furthermore, it was also found that the relationship between strategy orientation and company performance is differentiated by entrepreneurship. Especially, this finding confirms that the entrepreneurship moderately affects the relationship between competitor orientation, technology orientation and company performance on the small-medium sized and ventures manufacturing firms.

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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Relations on Market Orientation, Service Quality, Customer Satisfaction and Customer Loyalty in Hotel Restaurant (호텔 레스토랑의 시장지향성과 서비스 품질, 고객만족, 고객 충성도간의 관계)

  • Song, Sung-In
    • The Journal of the Korea Contents Association
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    • v.7 no.9
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    • pp.183-193
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    • 2007
  • This paper is investigate the relations on the market orientation, service quality, customer satisfaction and customer loyalty in hotel restaurant. The research findings support that there are significant factors of market orientation between customer satisfaction and customer loyalty in hotel restaurant. That is, if hotel restaurant employees perceive a hotel restaurant to have high market orientation, they will have greater service quality. The greater the customer satisfaction of the hotel restaurant employees, the greater customer loyalty. It implies that hotel restaurant should have a great interest in internal marketing.

A Qualitative Study on Customer Relationship-orientation in Internet Shopping Mall (인터넷 쇼핑몰 이용고객의 관계지향성에 관한 질적 연구)

  • Suh, Mun-Shik;Suh, Yong-Han
    • Journal of Global Scholars of Marketing Science
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    • v.8
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    • pp.269-290
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    • 2001
  • Customer relationship management is getting more and more important due to the recent development in Internet. Internet allows businesses to collect customers' information, to contact on individual base, and to communicate bilaterally. Much increased interest has many researchers make effort to verify effectiveness and efficiency of relationship marketing. Despite the importance of characteristics of relationship, there has been no systematic study of the uncoupling of internet shopping mall-customer. The purpose of this study is to develop a model that depicts the key variables of relationship in shopping mall-customer situation. The findings of Qualitative research indicate that on-line shopping mall customers do form a long-term orientation toward shopping malls as they do in off-line.

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