• East Asian Journal of Business Economics (EAJBE)
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• v.9 no.2
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• pp.75-84
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• 2021

Purpose - The purpose of this study is to derive practical implications for human resource management to improve service quality by demonstrating the moderating effect of perceived supervisor support in the relationship between self-leadership, job satisfaction, and customer orientation. Research design, data, and methodology - 800 questionnaires were distributed and collected for beauty service companies with two or more employees. Among them, 602 data were analyzed using SPSS 24 and AMOS 24. For the assessment of goodness of fit of the models, TLI, CFI, RMSEA indices were used. Result -The empirical results are as follows. First, it was found that self-leadership had a positive effect on job satisfaction and customer orientation. Second, job satisfaction was found to have a positive effect on customer orientation. Third, it was found that job satisfaction had a mediating effect in the relationship between self-leadership and customer orientation. Fourth, empirical data showed that the moderating effect of supervisor support in the relationship between self-leadership on job satisfaction was significant. Conclusion -This study contributed to the expansion of related theories by analyzing the moderating effect of perceived supervisor support in the relationship between self-leadership, job satisfaction, and customer orientation, and provides practical implications for efficient human resource management.

• Asia Marketing Journal
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• v.16 no.2
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• pp.1-14
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• 2014

This study applies the job-demands resource (JD-R) model to investigate the interactive effect of job demands and job resources in predicting the development of service employee work engagement and customer-oriented attitude. This paper proposed a theoretical model that suggests that the service employee's work engagement is the consequence of the employee's perceived support from the organization and its customers (customer participation) and leads to a customer-oriented attitude. However, the effect of organizational support is somewhat hindered by job insecurity, demonstrating the inability of an organizationally provided job resource to overcome the job demand of job insecurity. As a type of job demand from customer's perspective, customer crowding is suggested as a negative moderator in the link between customer participation and work engagement. As such, this article proposes how different elements of a service employee's work environment interact to ultimately influence the service employee's customer-oriented attitude. Specifically, the current research focuses on how the negative contextual elements of job insecurity and job crowding (i.e., job demands) interact with the potentially positive elements of organizational support and customer participation (i.e., job resources), as well as with an employee's customer orientation, to ultimately develop a customer-oriented attitude. This study concludes with some propositions for potential causal relationships among key constructs that can be empirically tested in future research, as well as implications of the current study for both managers and researchers.

• Korea Journal of Hospital Management
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• v.16 no.2
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• pp.53-77
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• 2011

This study is focused on analyzing whether strategic human resource management practices influence organizational effectiveness such as organizational citizenship behavior and customer orientation. In addition, it also aims to analyze the mediating effect of perceived organizational support between strategic human resource management practices and organizational citizenship behavior and customer orientation. The samples are from five Veterans Hospital and of 344 questionnaires collected, 311 were used in the final analysis. SPSS(18.0) and AMOS(16.0) were employed to describe data and test hypotheses. The findings are as follows: First of all, it is found that education and training and hiring management have positive effects on perceived organizational support while only education and training has a positive effect on organizational citizenship behavior. Secondly, results reveal that career management and hiring management influences customer orientation while only perceived organizational support does organizational citizenship behavior and customer orientation affects organizational citizenship behavior. Thirdly, it is also found that perceived organizational support mediates the relationship between career management and organizational citizenship behavior and that between hiring management and organizational citizenship behavior. In other words, perceived organizational support is a full mediator between career management and organizational citizenship behavior and between hiring management and organizational citizenship behavior because there is no direct effect of career management and hiring management on organizational citizenship. However, results show that any perceived organizational support doesn't mediate the relationship between all strategic human resource management practices and customer orientation.

• Proceedings of the CALSEC Conference
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• 2004.02a
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• pp.251-254
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• 2004

1. Research Background ·Customer support or service in organization is one of the most important business improvement theme in improving their business competences. -Many customers view customer support as one of the most impotant criteria when evaluating a product or a service(Foo et al., 2000) -Customer service has a strong link to customer satisfaction, which then yields customer loyalty and long-term profitability(Szymanski ＆ Henard, 2001： McKenna, 1991)(omitted)

• Journal of Distribution Science
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• v.17 no.2
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• pp.91-100
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• 2019

Purpose - The importance of customer experiences has been increasing in retail industry as wells as theme park industry. The purpose of this research is to investigate relationships among brand experience, customer perceived value and brand support behavior in theme park industry. Furthermore, we tried to examine the moderating effects of interaction with customers in the relationships between brand experience and customer perceived value. Besides, we provided some implications for not only the theme park industry but also other service industries such as retail industry. Research design, data, and methodology - The research model has nine hypotheses, and we examined them empirically in this study. Five hypotheses were about relationships among theme park brand experiences, customer perceived value, and brand support behavior. The other four hypotheses were about the moderating effects of customer interactions in the causal relationship between brand experiences and customer perceived value. A total of 167 samples who had visited the theme park were surveyed and the hypotheses were tested with the statistical package programs such as SPSS 21.0 and AMOS 21.0. Results - The results of this study are as follows. First, it was proved that theme park visitors' sensory experience, emotional experience, and cognitive experience have significant positive effects on perceived value, although the hypothesis about the causal relationship between behavioral experience and perceived value is not supported. Second, the customer perceived value has a positive effect on brand support behavior. Third, customer interaction has a positive moderating effect between brand experiences and perceived value, except for behavioral experience. Conclusions - Based on the results of this study, there can be following significances and implications from both theoretical and practical perspectives. First, we confirmed the importance of experiential marketing in other service industries such as retail industry as well as the theme park industry. The marketing managers in these industries need to design various experience programs considering the various characteristics of experiences such as sensory, emotional, and cognitive experiences. Second, it will be necessary for the theme park managers to encourage active participation of customers, and raise the level of interaction between employees and customers.

• Proceedings of the KAIS Fall Conference
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• 2003.11a
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• pp.185-190
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• 2003

Due to the rapid growth of Internet, means of communication with customers in a traditional customer support environment such as telephone calls are being replaced by mainly e-mail in a Web-based customer support system. Although such a Web-based support is efficient and promises potential benefits for firms, including reduced transaction costs, reduced time, and high quality of support, there are some difficulties associated with responding to many types of customer’s inbound e-mails appropriately .As many types of e-mail are received, considerable attention is being paid to methods for increasing the efficiency of managing and responding e-mails. This research proposes an intelligent system for managing customer’s inbound e-mails in organizations by applying case based reasoning technique for responding to various customers' inbound e-mails more effectively. In this approach, a case is represented as a frame-typed data structure corresponding to an inbound e-mail, keywords, and its reply e-mail. In the retrieval procedure, keywords and affinity set is developed to index a case, and then the case is represented as a vector, a case vector. Also, cosines value is calculated to measure the similarity between a new inbound e-mail and the cases in the case base. In the adaptation procedure, we provide several adaptation strategies to adapt and modify the retrieved case. The strategies guide to make an outbound e-mail using product databases, databases for customer support, etc. Additionally, the Web-based system architecture is proposed to implement our methodology. The proposed methodology and system will be helpful for developing more efficient Web-based customer support.

• Knowledge Management Research
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• v.20 no.3
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• pp.17-38
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• 2019

Rrecently, companies have made great efforts to satisfy various needs and heightened expectations of customers, and the importance of customer center as customer contact department for customer relationship management is increasing. In the knowledge ecosystem, corporate customer centers are emerging as a new alternative to acquiring corporate competitiveness by increasing sales and increasing market share by improving marketing support activities and customer relationship management at customer contact points. As a result, the interest in the customer center has increased rapidly because it provides the opportunity to contact with the customer. In addition, in the era of the fourth industrial revolution, the customer center, which is a collection of information and communication technologies, has a big databased voice recognition technology to elaborate customer service, thereby enhancing customer satisfaction and contributing to marketing through continuous interaction with customers. Of course, we have the opportunity to transform into the frontline business intelligence front for customer knowledge. This study is a comparative case study on how the customer center of K Life Insurance that takes the lead in the customer center industry has successfully renewed and established their key information systems to improve customer services and reinforce marketing support competencies. Based on the above, this study will present factors affecting successful implementation and settlement of the customer service information systems of customer centers by independently analyzing two individual cases.

• Korean Journal of Occupational Health Nursing
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• v.32 no.3
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• pp.121-129
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• 2023

Purpose: The purpose of this study was to examine the impact of encounters with customer violence on the mental health of customer service workers, and to verify the moderating effect of coworker support. Methods: Workers who indicated that they engaged directly with individuals other than coworkers for more than 25% of their working hours, such as customers, passengers, students, and patients, were the focus of the 6th Korean Working Conditions Survey in 2020. A total of 13,682 people were chosen as the final research subjects, responses from dishonest respondents who had picked "don't know/no answer" or indicated "reject" to pertinent topics such mental health level, were discarded. After adjusting for socio-demographic and vocational characteristics that influence mental health in customer service workers, a hierarchical regression analysis was executed, which incorporated input on customer violence experiences, coworker support, and interaction terms on a step-by-step basis. Results: It transpired that interactions with customer violence had a negative impact on workers' mental health. Additionally, it was shown that workers' mental health status as coworker support increased. Conclusion: This study's limitations include differences in the period the questions were posed, and limitations in interpretation to all workers. And it is difficult to determine the relationship between the frequency of customer violence, occupational characteristics and mental health. Despite its limitations, this study makes an important contribution toward fostering an environment where coworkers can continue to help one another.

• Journal of the Korea Safety Management & Science
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• v.7 no.1
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• pp.199-210
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• 2005

Customer segmentation prediction has attracted a lot of research interests in previous literature, and recent studies have shown that artificial neural networks (ANN) method achieved better performance than traditional statistical ones. However, ANN approaches have suffered from difficulties with generalization, producing models that can overfit the data. This paper employs a relatively new machine learning technique, support vector machines (SVM), to the customer segmentation prediction problem in an attempt to provide a model with better explanatory power. To evaluate the prediction accuracy of SVM, we compare its performance with logistic regression analysis and ANN. The experiment results with real data of insurance company show that SVM superiors to them.

• 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.