• The Journal of the Korea Contents Association
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• v.21 no.3
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• pp.419-429
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• 2021

The purpose of this study is to investigate the effects of service guarantees of tourist hotels on employees' perception of role clarity and customer orientation. Specifically, this study analyzed how the employees' perception of role clarity as a parameter, with the employees' reliability, guarantee-related communication, guarantee limitation, and organizational support as independent variables, affected the dependent variable, customer orientation. As a result of empirical analysis of employees in the first grade hotel in Seoul, it was analyzed that the higher the reliability of employees in service guarantee, the higher the communication and organizational support in the organization related to guarantee work, the higher the role clarity and perception level of employees. The higher the reliability, guarantee limitation and organizational support level of guarantee, the higher the customer orientation, but the guarantee-related communication did not show significant influence. The perception degree of role clarity of employees has a significant effect on customer orientation. According to those results of this analysis, this study examined the influence of each configuration of service guarantee of tourist hotel employees on customer orientation, and presented various academic and practical implications.

• The Journal of the Korea Contents Association
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• v.14 no.11
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• pp.783-797
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• 2014

The purpose of this study is to analyze impact of internal marketing on job satisfaction, job commitment, organizational commitment, and customer orientation in rapidly changing health care environment. The data were collected from 635 employee of 3 hospitals using a standardized questionnaires in Busan and Gyeongnam province. The results were as follows. All internal marketing factors had a direct impact on job satisfaction, job commitment, management support, empowerment, reward systems but affected the indirect through the job satisfaction all factors of internal marketing. Based on the results of this study members of the hospital in order to improve customer orientation, job satisfaction, job commitment create a pleasant working environment, give an appropriate decision-making and compensation for work performance. Compensation for work performance and organizational development suggestions should be considered by executive support.

• Journal of Korea Society of Industrial Information Systems
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• v.27 no.5
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• pp.99-117
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• 2022

This study examines the effect of customer experience management capability of a bank and job satisfaction and customer orientation of the frontline employee in bank. The proposed research model and developed hypotheses were tested using structural equations modeling based on data collected from 321 employees working in banks. The results of the study confirm the positive effects of employee training, employee empowerment, employee evaluation, cross functional work of customer experience management capability is job satisfaction and customer orientation. But channel integration is not supported job satisfaction and customer orientation. Performance management influenced customer orientation through job satisfaction. The study provides On a theoretical level valuable insights into the customer experience management competency at the organizational unit and but there is also a limitation that firms the is limited.

• The Journal of the Korea Contents Association
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• v.14 no.10
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• pp.237-246
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• 2014

The purpose of this study is to examine the relationship between customer orientation and organizational justice in hotel industry. Data were collected from employees who are working in the hotels of Seoul, South Korea and total 321 was used in data analysis. As a result of multiple regression analysis, the distributive justice and interactional justice had a positive effect on the customer orientation. However, the procedural justice had no effect on the customer orientation. Moreover, the type of employee moderates the effect between distributive and procedural justice and customer orientation, but, there was no significant moderated effect of employment type between the interactive justice and the customer orientation.

• Proceedings of the CALSEC Conference
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• 1999.07b
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• pp.447-454
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• 1999

이 논문은 특별히 사이버쇼핑몰들이나 상업적인 웹사이트에서 효과적인 고객 지향적인 개별화 서비스를 지원하는 원투원에이젼트의 구조를 제안한다. 데이터베이스를 연동하여 동적인 웹페이지를 지원하는 기존의 많은 쇼핑몰이나 상업성을 지닌 웹사이트들은 고객의 기호, 관심, 프로파일, 행동양식, 고객 히스토리등을 고려하지 않기 때문에 여전히 모든 고객에게 획일적으로 같은 내용을 제시하여 개별화된 원투원 서비스를 지원하지 못하고 있다. 이런 문제를 극복하기 위해서는 웹사이트를 구축하는 회사들은 제품정보, 서비스 정보등을 고객이나 비즈니스 파트너에게 좀더 개별화되고 고객 지향적인 정보를 제공하고 고객과의 원투원 관계를 지속시키기 위하여 웹사이트 구축전략을 신중히 수립하여야 한다. 지금까지 원투원 웹사이트 개발을 위해 타겟 푸쉬, 타겟 메일, 타겟 광고등 다양한 개별화 기술이 사용되어 왔다. 이 논문에서는 성능과 안정성을 고려한 멀티쓰레드기반 개별화 에이젼트 구조와 개별 고객의 고객 지향적인 서비스를 위해 규칙기반의 매칭기술을 사용하며 적응적인 프로파일을 위해 피드백 프로파일 기법을 소개한다. 규칙 기반 매칭 기술은 매칭엔진에 의하여 다양한 개별화된 컨텐츠와 메일을 생성할 수 있으며 규칙문장은 다양한 서비스를 표현하고 평가할 수 있게 설계 되었다.

• 한국벤처창업학회:학술대회논문집
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• 2018.04a
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• pp.35-40
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• 2018

인간의 생태계를 근본적으로 위협하고 있는 기후변화와 같은 환경오염 문제는 글로벌 경쟁시대의 기업 경영에 있어 강력한 제재요인 중 하나로 관심이 집중되고 있다. 국내에서도 이러한 환경문제가 중요 이슈로 부각되고 있는데, 특히 인류생존에 필수적인 자연환경을 기반으로 사업을 영위하는 농업분야는 더욱 깊은 연관성을 갖는다. 정부는 이러한 농업분야에 대하여 도시와 농촌 간 소득 불균형이나 농촌인구 노령화 등의 문제를 해결하고 미래 성장산업으로 발전시키고자 6차산업화 인증 제도를 시행 중에 있으며 앞으로의 성장이 기대된다. 또한 최근 기업의 환경을 포함하는 사회적 책임활동에 대한 관심이 높아지고 능동적으로 참여하려는 소비자의 특성 변화에 따라 6차산업화 인증을 받은 기업들도 성장하기 위해서는 기업 활동의 근간이 되는 소비자 니즈에 더욱 집중할 필요성이 제기되므로 기업의 새로운 성장 방안으로써 고객과 환경에 집중하고 사회적 가치를 창출해 나가야 할 것으로 추측된다. 이에 본 연구에서는 6차산업화 인증을 받은 기업을 대상으로 고객지향성과 경영성과 간 관계에서 환경지향성이 조절효과를 가지는 지를 밝히고자 하였으며, 연구 결과 고객지향성은 경영성과에 정(+)의 영향을 미치며, 이러한 관계 속에서 환경지향성은 정(+)의 조절효과를 가진다는 것을 실증하였다. 즉, 6차산업화 인증기업이 경영성과를 제고시키기 위해서는 소비자의 변화와 기업이 수행해야 할 사회적 책임을 명확히 인식하여, 소비자 니즈기반의 환경보존과 같은 사회적 가치를 창출하고 공유하려는 친환경 지향적인 새로운 혁신전략을 수립하고 실행해 나가야 할 것이며 이를 통해 지속적인 성장을 견인할 수 있을 것이다.

• Culinary science and hospitality research
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• v.16 no.2
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• pp.96-109
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• 2010

As a life cycle changed and people who eat out rapidly increased, the imbalance of nutrition through eating out has been suggested as a risk factor for chronic diseases. This has cast light on health-oriented menu for restaurant customers, raising it as a new social issue in the food service and health industry. In light of this situation, this thesis focuses on the relationship among health-oriented menu for restaurant customers, herbal foods and its influence on customer satisfaction to provide useful information on LOHAS and herbal foods. Also, it investigates their vegetable diet, including eating herbal food, and Buddhist temple foods which are in close relationship with health. The results are as follows. First, health orientation had a significant impact on LOHAS. Second, health-oriented menu proved to give significantly positive influence on customer satisfaction by introducing herbal foods. Third, LOHAS gave a significant impact on herbal foods, and by herbal foods, it gave positive influence on customer satisfaction. Finally, the hypothesis which said herbal food has a significant impact on customer satisfaction also had significant influence.

• Journal of Digital Convergence
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• v.15 no.1
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• pp.583-591
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• 2017

The purpose of this study was empirically to reveal the structure relationship between ethical management of ski resort employee, organizational identification and customer orientation. For the research, survey of 200 people working in domestic ski resorts was conducted. The survey was composed of three variables(ethical management, organizational identification and customer orientation). The following results were obtained by confirmatory analysis, reliability analysis, correlation analysis and structural equation model analysis. First, ski resort employee's ethical management had a positive correlation with organizational identification. Second, ski resort employee's ethical management had a positive correlation with customer orientation. Third, ski resort employee's organizational identification had a positive correlation with customer orientation. This study suggested that the ethical management of ski resorts had positive effects on the attitudes and behaviors of the employees who regarded the organization as a common fate and provided high quality service considering the customer's position.

• Industry Promotion Research
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• v.5 no.4
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• pp.29-37
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• 2020

The purpose of this study was to confirm the influence of the types of organizational culture perceived by members of Korean network companies on customer orientation and service orientation. Therefore, the results of the valid survey for the final 165 among the results of 204 applicants for about two weeks from September 7th to 25th, 2020 using the SSP 24.0 and AMOS 24.0 statistical package programs showed the following results. First, as a result of the analysis of the impact of organizational culture on customer orientation, the sub-factors of the organizational culture, such as relationship-oriented culture, innovation-oriented culture, hierarchical-oriented culture, and task-oriented culture types, all had a positive (+) effect on customer-oriented. It was analyzed as crazy. In other words, it can be seen that the organizational culture has a statistically significant impact on customer orientation in that it gives positive meaning through a comprehensive operation rather than a single substructure. Second, as a result of analyzing the effect of organizational culture on service orientation, organizational culture showed positive (+) influence on service orientation. In other words, it was analyzed that relational orientation, innovation orientation, hierarchical orientation, and task orientation, which are sub-constituent factors of organizational culture, act as positive factors for service orientation.

• Journal of Industrial Convergence
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• v.21 no.5
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• pp.15-29
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• 2023

The purpose of this study was intended to analyze the effect of the level of self-differentiation in the financial companies on customer orientation, and to find out the mediating effect of job stress between self-differentiation and customer orientation. In addition, this study was intended to suggest implications that can be used for customer management and marketing activities of financial companies. The results of this study are as follows: First, a low level of fusion with others was found to have a negative(-) effect on customer orientation. second, a level of emotional-cutoff did not affect customer orientation. third, a low level of emotional-reactivity had a positive(+) effect on customer orientation. fourthly, a high level of 'I'-positon has a positive(+) effect on customer orientation. Fifthly, job stress was found to partially mediate between customer orientation and fusion with others, emotional-reactivity, 'I'-positon. This study has academic significance in that it identified patterns of customer orientation according to the level of self-differentiation of employees in the financial companies. As for practical implications, in order to improve customer orientation in employees in the financial companies, first, job stress of organizational members must be reduced. second, members with a low level of emotional-reactivity and a high level of 'I'-positon should be assigned to sales positions, and third, there is a need to assign a lot of authority and responsibility to employees in middle and lower positions.