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

• Journal of Digital Convergence
• /
• v.10 no.11
• /
• pp.203-208
• /
• 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 Digital Convergence
• /
• v.14 no.9
• /
• pp.99-109
• /
• 2016

This paper aims to examine the role of mediating effect of trust to leaders on the relation between internal marketing and customer orientation. A survey was conducted to examine the responses of 570 employees. Reliability, confirmatory factor analysis and structural equal modeling were used for results. The following are the summary of hypothesis test. First, internal marketing has positive effect on customer orientation. Second, internal marketing has positive effect on employee's trust to leaders. Third, trust to leaders has positive effect on customer orientation. Fourth, the mediating effects of trust to leaders partially mediated the relationships among empowerment, training, reward, internal communication and customer orientation and fully mediated the relationship between management support and customer orientation. Therefore, the results of this study have many theoretical and practical implications.

• Journal of Digital Convergence
• /
• v.11 no.11
• /
• pp.603-611
• /
• 2013

This study examines the impact of job stress on customer-oriented boundary-spanning behavior with the mediating effects of organizational commitment. The survey data was collected from 147 employees working at a hospital and analyzed statistically by using SPSS 18.0 and AMOS 18.0. The result of this study are as follows. Hypothesis 1, Job stress has a negative influence on organizational commitment. Hypothesis 2, Organizational commitment has a positive influence on customer-oriented boundary-spanning behavior. Hypothesis 3, Job stress has a negatively significant impact on customer-oriented boundary-spanning behavior. Accordingly, Organizational commitment has the role of partially mediating the effect between job stress and customer-oriented boundary-spanning behavior. This means that employees working at the point of meeting customers must reduce their job stress in order to improve the service quality of a hospital and creating solutions to reduce job stress of hospital employees can increase customer-oriented boundary-spanning behavior.

• Journal of Digital Convergence
• /
• v.17 no.6
• /
• pp.185-192
• /
• 2019

The purpose of this study examines the effects of corporate CSR on corporate image, customer satisfaction, and customer citizenship behavior in order to provide implications for CSR. To verify hypotheses, we conducted a questionnaire survey on university students using Apple, Sony, Sharp, and Kyocera mobile phones, and used structural equation model analysis for 294 units. As a result, four factors, economic responsibility, legal responsibility, ethical responsibility and philanthropic responsibility were derived from corporate social responsibility, and all three factors except for ethical responsibility factors were proved to have a positive effect on corporate image. In addition, corporate image has a positive effect on customer satisfaction and customer civic behavior. As an implication, Japanese companies will need to take a systematic approach to CSR to help them understand their CSR and improve the level of CSR they can sympathize with.

• The Journal of Economics, Marketing and Management
• /
• v.11 no.3
• /
• pp.1-10
• /
• 2023

Purpose: The purpose of this study is to explore how to apply socially responsible corporate management and public policy to perceive awareness and adoption of electric vehicles for global sustainability. This study examined i) how perceived factors such as economic, environment, convenience, uncertainty, and efficiency factors differ based on experiences of electric vehicles, ii) how actual and potential customers perceive management and policy issues on electric vehicles differently, iii) how proposed factors including policy planning for the management of electric vehicle, prospect of electric vehicles, and socially responsible corporate activities affect overall attitudes toward electric vehicles? iv) how overall attitudes affect growth of electric vehicle industry and development of automobile industry? Research design, data and methodology: This study conducted an online survey and applied t-test, ANOVA, factor and regression analysis. Results: This study found that policy planning for the management of electric vehicles, prospect of electric vehicles, and corporate activities affect overall attitudes toward electric vehicles and actual and potential customers showed mean differences on management and policy on electric vehicles. Conclusions: This study provides managerial and policy implications. This study suggests promoting policies for better adoption of electric vehicles and regulatory policies to enhance global sustainability and prospect of electric vehicles.

• Journal of Service Research and Studies
• /
• v.10 no.1
• /
• pp.17-31
• /
• 2020

Open banking, the global trend of the financial industry, is the driving force behind various innovations in the financial market in the future. The right policy direction and detailed tasks are important for triggering the differentiation and reunion of the financial industry. The purpose of this study is to investigate and analyze the background of open banking, domestic and international trends, and Korea's open banking policy. The policy directions and tasks for successful settlement and activation of open banking system are carefully suggested. Open banking is a policy to allow third party provider(TPP) access to bank accounts and open payment functions under the explicit consent of the customer. The opening of the open banking era is expected to begin competition and cooperation between banks and fintech companies in earnest, thus enhancing the competitiveness of the financial industry and contributing to the utility of financial consumers. To this end, policymakers should make every effort to advance open-ended financial settlement infrastructure, open banking legal grounds, and minimize side effects such as customer data leakage and poor financial system stability. Banks and fintech companies will need to focus on scattered customer financial information on a single platform and develop it into a convergence and discrimination of true financial services.

• Journal of the Korean Operations Research and Management Science Society
• /
• v.35 no.1
• /
• pp.83-95
• /
• 2010

This paper considers a firm that operates make-to-stock and make-to-order facilities in successive stages. The make-to-stock facility produces components which are consumed by the external market demand as well as the internal make-to-order operation. The make-to-order facility processes customer orders with the option of acceptance or rejection. In this paper, we address the problem of coordinating how to allocate the capacity of the make-to-stock facility to internal and external demands and how to control incoming customer orders at the make-to-order facility so as to maximize the firm's profit subject to the system costs. To deal with this issue, we formulate the problem as a Markov decision process and characterize the structure of the optimal inventory allocation and customer order control. In a numerical experiment, we compare the performance of the optimal policy to the heuristic with static inventory allocation and admission control under different operating conditions of the system.

• Journal of Digital Convergence
• /
• v.12 no.12
• /
• pp.151-160
• /
• 2014

In terms of service quality evaluation, consumers think that the product they have bought is of good quality only when they are provided with satisfactory service. The purpose of this study was to examine the influence of service quality on customer satisfaction, repurchase intention and word-of-mouth intention in the automobile service industry and the possible mediating effects of Parameters by obtaining empirical data. A survey was conducted to gather data, and the collected data were analyzed by a statistical package SPSS. As a result, it's ascertained that the quality of service was one of integral factors for customer behavioral intention, and Parameters turned out to have strong mediating effects on the quality of service and customer behavioral intention as well.

• Journal of Digital Convergence
• /
• v.11 no.3
• /
• pp.255-262
• /
• 2013

Modern smart phone on the Determinants of Customer Satisfaction Analysis In this study, the future should be the basis for the development of products to meet customers' phone makers smart. Were the factors that affect the study design, size, and ease of use of the screen, a pandemic, the application of the five items on the customer satisfaction. Customer satisfaction to determine the difference between the factors in the manufacturers appeared to be factors in the design, size, ease-of-use of the screen, after-sales service, durability, pandemic, brand awareness, and application.