• Title, Summary, Keyword: 고객지향성

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Effects of Self Core Evaluation on the Customer Oriented Public Service: Mediating Effect of Job Engagement (지방공무원 핵심자기평가가 고객지향성에 미치는 영향)

  • Kim, Jeong Sook;Kim, Sung-Jong
    • The Journal of the Korea Contents Association
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    • v.15 no.8
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    • pp.209-217
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    • 2015
  • Main purpose of this study is to investigate the effect of the self core evaluation of local public officials on the customer-oriented public service provision. Structural Equation Model was applied to analyze the relationship between self core evaluation and customer oriented public service attitude. From theoretic point, establishing the relationship between psychological concept(self core evaluation) and attitude is contribution to existing literature in this area. Positive structural relationships between self core evaluation and customer-oriented attitude was confirmed from empirical analysis. While variable job engagement took intermediating role between self core evaluation and customer-oriented attitude. The result implies that organizational psychological approach might be a more effective policy measure to improve citizen's satisfaction for public services. For a extended periods, Korean government introduced various institutional arrangements to improve the customer satisfaction for public service. Hoever, the result was not satisfactory. The result of this study suggest psychological approach to improve public service customer satisfaction.

The Effects of Business Startup Attributes on Customer Orientation and Business Startup Performance in the Foodservice Industry (외식산업 창업속성이 고객지향성 및 창업성과에 미치는 영향)

  • Song, Kyong-Suk
    • The Journal of the Korea Contents Association
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    • v.13 no.6
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    • pp.481-495
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    • 2013
  • The purpose of this study is to figure out the effects of business startup attributes on customer orientation and business startup performance in the foodservice industry. To achieve this, a survey was carried on 300 entrepreneurs, who are running 5 or more years of restaurants in Seoul, through February 1 to February 28, 2013. The SPSS v. 17.0 statistical package program was used for data analysis. The results were as follows; First, the effect of business startup attributes on the understanding of customers' desires in the foodservice industry showed that business startup funds, business startup location, business startup facilities and business startup products had a significant positive effect on the understanding of customers' desires. Second, the effect of business startup attributes on customer relationship in the foodservice industry showed that business startup funds, business startup facilities and business startup products had a significant positive effect on the customer relationship. Third, the effect of customer orientation on business startup performance in the foodservice industry showed that the understanding of customers' desires and customer relationship had a significant positive effect on the business startup performance. These results suggest that business startup funds, business startup location, business startup facilities and business startup products in the foodservice industry are important, and the customer-oriented understanding of customers' desires and close adherence to customers lead to ultimate performance, supporting a stable management in the long term.

The effects of the Service Orientation of Fashion Organization on the salesperson's Customer Orientation - Focused on salespersons in department, agency, outlet - (패션조직의 서비스 지향성이 고객접점 판매원의 고객지향성에 미치는 영향 - 백화점, 대리점, 아울렛 매장의 의류 판매원을 중심으로 -)

  • Kim, Eun-Kyung;Lee, Yu-Kyung;Han, Cha-Young
    • Journal of Fashion Business
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    • v.14 no.2
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    • pp.27-41
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    • 2010
  • The purpose of this study is to investigate the relationship between service orientation of fashion organization and employee's customer orientation. For this study, salespersons in clothing stores were selected as the subjects. We used 4 factors SERV*OR Scale: service leadership, human resource management, employee's empowerment, service system as an organizational service orientation. The results are as follows: First, Service Orientation of the company in fashion field affects the employee's customer orientation. In other words, a fashion company with a higher service orientation will have employees with a higher customer orientation. Second service orientation factors revealed differences depending on the store. Department stores had no effect on factors such as employee's empowerment, service system, but agency stores and outlet stores had effects on all factors. This influential factor is created due to the difference in fashion distribution. Human resource management especially seemed to carry weight among the factors in all stores. So, first and foremost fashion companies should make efforts on education, training of employee.

An Empirical Study on Self-leadership, Job Satisfaction and Customer Orientation of Employees in Hotel Industry: Moderating Role of Organizational Commitment (호텔종사원의 셀프리더십이 직무만족, 고객지향성에 미치는 영향 관계 연구: 조직몰입의 조절효과를 중심으로)

  • Kim, Young-Tae;Kim, Sung-Hwan;Choi, Kyu-Hwan
    • 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.

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The Impact of Supervision Process and Function on Customer Orientation of Social Workers (슈퍼비전 실행과정과 기능이 사회복지사의 고객지향성에 미치는 영향 -슈퍼비전 만족의 매개효과-)

  • Choi, Won-Hee;Jung, Eun Jue;Kim, Sun Hwa
    • The Journal of the Korea Contents Association
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    • v.19 no.5
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    • pp.404-416
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    • 2019
  • The aim of this study is to examine the effects of the supervision process and functions in social welfare practice on the supervision satisfaction of social workers and their customer orientation. For this, 196 social workers were asked to answer to the questionnaire and their responses were analyzed. The courses between variables were analyzed using structural equation model. The findings from this study show that the supervision process impact on supervision satisfaction, but didn't influence customer orientation. The functions of supervision positively impacted on both supervision satisfaction and customer orientation. Furthermore, the supervision process and functions influence customer orientation with supervision satisfaction as a mediating factor. In addition. this study proposes a supervision practice system as a means to provide customer-oriented service to clients.

Effect of Service Education of Korean Restaurants' Employees on Service Orientation and Organizational Effectiveness (한식당 종사원의 서비스 교육이 서비스 지향성과 조직유효성에 미치는 영향)

  • Song, Kyeong-Suk
    • The Journal of the Korea Contents Association
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    • v.11 no.5
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    • pp.433-448
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    • 2011
  • In this study, an empirical analysis was made with intent to establish an appropriate marketing business strategy for customers by inquiring into the effect of service education of 250 Korean restaurant employees, who provide services for foreign tourists in Seoul area as professional customers, on service orientation and organizational effectiveness. The result is summarized as follows. The effect of service education of Korean restaurants' employees on service orientation showed that the typicality, reliability, confidence and empathy have a positive effect on the service orientation. For the effect of service orientation on organizational effectiveness, the service orientation had a positive effect on the job satisfaction and organizational effectiveness. In other words, it was proven that the typicality, reliability, confidence and empathy of employees education are key mechanisms in improving their behaviors and attitudes to aim for important customer-centered services. Consequently, the backup of these attitudes and customer-oriented behaviors can be connected to the increase of productivity, which enhances the organizational effectiveness.

Convergence Study of The Effects of Nurses' Perceived Nursing Organization Culture and on Their Customer Orientation (간호사가 인식한 간호 조직문화가 고객지향성에 미치는 영향에 대한 융복합 연구)

  • Lee, Min-Jeong;Han, Jin-Sook;Jang, Young-Mi
    • Journal of Digital Convergence
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    • v.13 no.11
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    • pp.303-311
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    • 2015
  • The aim of this study was to identify the effect of organization culture perceived by nurses on the customer orientation. The participants in this were 442 nurses and data were collected from October 1 to 15, 2014. Data was analyzed using SPSS 21.0 programs. The nursing organizational culture positively correlated with nurses' customer orientation. The amount of customer orientation had interrelation with relationship orientated culture, rank orientated and task orientated culture, in charge nurse, and non-shift work as a working type in nursing organizational culture were significant variables which allowed to expect customer orientation. Therefore, hospital managers should put efforts to develop nursing organizational culture filled with internal members in order to improve nurses' customer orientation.

A Study on Effects of Customer Satisfaction and Transaction Characteristics on Customers Relationship-Orientation (관계지향성에 대한 고객만족과 거래성향의 영향에 관한 연구)

  • 권준희;오세조;박진용
    • Journal of Distribution Research
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    • v.5 no.2
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    • pp.69-90
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    • 2001
  • This study is to confirm how customers relationship-orientation toward the focal company has been constructed by what factors. The major factors are including the level of customer satisfaction and four components of transaction-characteristics like efficiency of decision making, inertia of decision making, information-seeking in store, and perceived risk. For testing of the hypotheses, customer survey has been conducted at four department stores and three discount stores in the Bundang Area. The sample size is 494. The result of the survey has indicated that customers relationship-orientation is influenced by customer satisfaction, efficiency of decision making, and inertia of decision making, but not by information-seeking in store and perceived risk. Further research has been needed for solving these conflicting results.

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A Study on the Effect of Inter-departmental Dynamics on Relationship Commitment and Performance in International Freight Forwarder (국제물류주선업체의 부서 간 역학관계가 관계몰입과 성과에 미치는 영향)

  • Hong, Dong-Wan;Ha, Myung-Shin
    • Journal of Korea Port Economic Association
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    • v.26 no.4
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    • pp.40-62
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    • 2010
  • Because of rapid changes in business environment and fierce competition, firms are facing a more competitive environment and a more serious global competition. Many of the previous literatures have indicated that a business which increases its market orientation will improve its market performance. Numerous authors have argued the interdepartmental dynamics as prior factor to market orientation, and relationship commitment are an essential part of successful long-term relationships. Based on previous literatures, this study proposes the structure about interdepartmental dynamics, market orientation, relationship commitment and performance. The purpose of this paper is to find the impact of market orientation and relationship commitment on customer performance. In addition, this suggests interdepartmental dynamics as prior factor to market orientation. Results indicate that interdepartmental connections can reduce interdepartmental conflict, and lower conflict is a key factor of market orientation. Furthermore, this paper finds evidences that support the mediating effects of the relationship commitment between market orientation and customer performance.

The Effect of Empowerment and Internal Service Quality Management in an Airline on Customer Orientation (항공사의 구성원들에 대한 임파워먼트와 내부서비스 품질 관리가 고객지향성 향상에 미치는 영향)

  • Yoon, Han-Young;Lim, Jong-Bin;Park, Kang-Sung;Park, Wan-Kyu;Park, Sung-Sik
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.20 no.7
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    • pp.578-588
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    • 2019
  • As the service industry develops, service quality, customer satisfaction, and human resource management are considered priorities in modern management to maintain a company's growth. Therefore, understanding the strategic importance of service marketing is an essential task for modern companies. This study examined the relationship between the internal service quality of employees in the organization and customer orientation through organizational effectiveness. In the case of an airline, a service can be defined as an interaction between an external customer and an internal customer service provider. This interaction significantly affects the behavior and attitude of the employees. Based on the results, empowerment has a significant influence on the internal service quality, but it has no significant effect on customer orientation. As the relationship between department and employees improved, the more confident staff showed an improved ability to perform their work. Therefore, it is important that the organizational structure and the reporting system are as concise and clear as possible to allow employees to accurately recognize the authorities and responsibilities assigned to them and have autonomy and discretion in the framework.