• 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.

• Information Systems Review
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• v.23 no.1
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• pp.93-113
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• 2021

Service orientation and customer orientation are recognized as important success factors in service companies. However, these constructs are evaluated through self-diagnosis within the service company based on service delivery experience. For this reason, Fintech companies that provide financial services based on non-face-to-face channels such as mobile APP have limitations in evaluating their service orientation and customer orientation. Therefore, in this study, the perceived customer orientation is conceptualized so that service orientation and customer orientation can be evaluated through customer evaluation. In addition, the antecedents and consequences of the perceived customer orientation based on the technology acceptance model were demonstrated. As a result, it was confirmed the mediating effect of perceived customer orientation in the relationship between perceived ease of use and usefulness and customer's continuous use intention and word of mouth intention. This study laid the foundation for the Fintech companies that provide all financial services throughout non-face-to-face to measure their service orientation and customer orientation through customer evaluation and utilize them in establishing service operation strategies.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.