• Journal of the Korean Society for Aviation and Aeronautics
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• v.25 no.1
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• pp.11-22
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• 2017

Aviation/tourism industry has a unique characteristic of high inter-dependance between customer and service-provider. It is the mental condition of service-provider that could influence on the attitude of the service-provider. Thus, it is important to manage the mental condition of the service employees to enhance a company's financial performance. This paper tries to analyze the combined model of both policy acceptance and service profit chain(SPC) models. First, service policy acceptance model tells how the service policy acceptance, which consists of policy compliance, trust, participation and policy failure, would influence on SPC model. According to empirical research, it was found that both the employees' policy compliance and the policy trust have a positive significant impact on their participation on service policy. In the policy acceptance model, the employee's voluntary participation based on their trust and compliance of the policy was proven to have a positive effect on increasing job satisfaction and customer orientation. Regarding SPC model, their participation in the policy had the strongest impact among variables on customer orientation. Such results implies the employees' participation on the policy could become the starting point to enhance the customer value.

• Proceedings of the Safety Management and Science Conference
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• 2013.04a
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• pp.565-580
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• 2013

Competition to attract customers to the increase of the golf club, but the less people enjoying golf for a variety of issues, including the economic downturn, so golf is going deepened. Therefore, the local golf club is faced with the difficulty of management. In the case of the golf club human resource is the most important factor, because it has a high labor intensive nature of the industry as a type of facilities and services on the basis of intangible human resources. In this paper, to confirm the internal marketing activities and internal service quality, basic premise is that for an external customer satisfaction, internal customer satisfaction should be preceded, and try to analyze these execution factors on job satisfaction and customer orientation, either directly or indirectly affected. The empirical results, the management support in the internal marketing activities were the factors affecting the intrinsic job satisfaction, and the internal service quality were factors affecting employees of the intrinsic job satisfaction and extrinsic job satisfaction.

• Journal of the Korean Society of Clothing and Textiles
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• v.31 no.7
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• pp.1107-1118
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• 2007

Relationship marketing research has traditionally focused on the relationship among customer satisfaction, trust, and customer commitment, while assuming that the causal relationship of customer $satisfaction{\rightarrow}trust{\rightarrow}commitment$ is well understand. However, recently many scholars argue that customer satisfaction, trust, commitment can not explain long-term orientation fully, and suggest the need for more extensive researches investigating the determinants of long-term relational retention. The purpose of this study was to explained the relationship development process through the mediation effect of contact intensity and relationship termination cost between customer satisfaction and trust, and between trust and commitment, and an analysis the causal relationship among these variables. The results were as follows. First, the customer satisfaction had both direct and indirect effects on trust mediated by contact intensity. Second, the trust had both direct and indirect effects on commitment mediated by relationship termination cost. Third, the commitment influenced long-term orientation. Finally, the empirical results confirmed that the model add to the concept of mediation with contact intensity and relationship termination cost plays a strong, central role in explaining relationship development process between customer and fashion retail stores.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.4
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• pp.897-907
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• 2021

The purpose of this study is to investigate the quality of entrepreneurship - motivation, entrepreneurial orientation, and risk behavior - in relation to the odds of micro-, small- and medium-sized enterprises' (MSMEs) financial performance in Indonesia. Additionally, this paper investigates how these qualities apply for the current challenges perceived by MSMEs' entrepreneurs in Indonesia due to Covid-19 crisis; specifically, this paper examines the odds of MSMEs' financial performance during the pandemic in respect to when these qualities are implemented by the entrepreneurs. The empirical data was obtained from an online survey by means of a structured questionnaire. MSMEs surveyed were randomly selected on a national scale. To test the hypotheses, a quantitative approach is employed, using multinomial regression. The main result shows that, under normal economic environment, the more intrinsically-motivated and continuity-driven entrepreneur is, the more likely the MSME will achieve financial growth compared to remaining stagnant. To our surprise, innovativeness leads to less likelihood of MSME's financial growth, suggesting the significance of innovation does not apply to MSMEs in Indonesia. Lastly, MSMEs' risk behavior to operate in a stable business environment is found more likely to result in a better performance and is true for operational and financial risks, but not marketing risks.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.3
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• pp.1349-1359
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• 2021

The electronic money market in Indonesia continues to experience an increase in the number of users and volume of transactions. However, the electronic money market, especially server-based, in Indonesia is becoming concentrated into a few issuers. Electronic money issuers compete in price and promotion wars to gain new customers and maintain their existing ones. This paper presents an analysis of the orientation and factors that influence the loyalty in electronic money products. The research model variables in this study are adopted from the E-Service Quality and Marketing Mix categories. These variables are hypothesized to affect the perceived value and then customer loyalty. The research population consists of all Indonesians who use server-based electronic money, with a sample of 400 individuals. The results show that, in the E-Service Quality group, reliability, responsiveness, and security significantly affect perceived value, while the perceived price and perceived promotional benefits significantly affect perceived value in the Marketing Mix group. The perceived price has the highest effect on the perceived value and customer loyalty, while the perceived value has a significant effect on customer loyalty. Finally, it was found that the customer is more sensitive to the price than quality in using electronic money.

• Journal of Distribution Science
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• v.22 no.2
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• pp.1-10
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• 2024

Purpose: As Thailand endeavors to solidify its position in the global supply chain, unraveling the determinants of innovation and performance becomes imperative for sustained competitiveness. This research delves into the multifaceted landscape of logistics and supply chain organizations in Thailand, aiming to identify and understand the key factors that significantly influence innovation and organizational performance in this dynamic sector. Research design, data, and methodology: A questionnaire is developed to survey to 400 employees who have at least one-year experience in selected ten logistics and supply chain organizations in Thailand. The sampling techniques involved judgmental, convenience and snowball sampling. Confirmatory Factor Analysis (CFA) and Structural Equation Modeling (SEM) were employed to assess and validate the model's adequacy and to conduct hypothesis testing. Results: The findings reveal that ICT use significantly influenced entrepreneurial orientation and innovation but has no significant influence on organizational performance. Additionally, innovation was significantly influenced by collective entrepreneurship but not by entrepreneurial orientation. Finally, innovation significantly influenced organizational performance. Conclusions: The study concludes with actionable insights for logistics and supply chain organizations in Thailand. This research serves as a valuable resource for practitioners, policymakers, and researchers seeking to advance the understanding of organizational dynamics in this critical industry.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.20 no.12
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• pp.190-199
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• 2019

South Korea has achieved impressive economic growth relatively quickly by focusing on export-driven policies and economies of scale in the process of industrialization. As the country's economic development policy focused on large corporations, however, a power and wealth imbalance developed between SMEs and large corporations. The purpose of this study is to clarify this issue academically and more clearly through theoretical studies and empirical analysis in order to resolve these imbalances and improve the positive relationship between SMEs and large corporations. To this end, a survey was conducted from December 17, 2018 to January 28, 2019, and a total of 378 questionnaires collected from corporate workers were used for the final analysis. The hypotheses confirmed by the study results were as following. First, the factors directly affecting the competitor's orientation were the trust, entrepreneurship, and innovation capability of the entrepreneurial characteristics. Second, when the characteristics of the company were examined from the perspective of cooperative performance, only the innovation capacity factor had a positive effect. Third, the competitor orientation showed a positive effect on cooperative performance. Fourth, competitor orientation had a statistically significant mediating effect on the relationship between trust, entrepreneurship, innovation capability, and cooperative performance.

• Korean small business review
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• v.42 no.4
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• pp.173-212
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• 2020

Interest in sustainable management based on the stakeholder perspective is expanding not only within an organization but also across the supply chain. For large companies that have established networks, sustainability management of the supply chain is now a factor that not only determines the social performance of the company as a whole, but also determines its long-term competitive position. Despite these changes in the business world, especially the proliferation of the sustainable supply chain management (SSCM) system, systematic research on SSCM has been lacking. In particular, there was a lack of empirical analysis on which factors promoted the establishment of the SSCM system for large companies and what's the effects of SSCM. In this regard, this study analyzes i) the impact of the social responsibility pressure of customers as external stakeholders and the CSR orientation of purchasing managers as internal stakeholders on supply chain transparency and partnership cooperation respectively, and ii) whether supply chain transparency and partnership cooperation can enhance corporate reputation. The samples used in this study were 69 large companies representing Korea. The results showed that the social responsibility pressure of customers and the purchasing manager's CSR orientation were positively related to the transparency of the supply chain. However, for partnership cooperation, only the purchasing manager's CSR orientation was found to have a positive and significant effect. Meanwhile, both supply chain transparency and partnership cooperation were positively related to the corporate reputation. At the end of the study, discussions on the implications of the results and future research directions will be presented.

• Knowledge Management Research
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• v.24 no.2
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• pp.27-48
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• 2023

The COVID-19 pandemic has highlighted the importance of firm resilience, particularly for small and medium-sized enterprises (SMEs). This study aimed to investigate the concept of SME resilience, the role of entrepreneurial orientation in enhancing firm resilience, and the impact of top management networking capability on this relationship. The study defined firm resilience as consisting of adaptation capacity and recovery capacity and conducted a survey of 187 domestic SMEs for empirical verification. The findings indicate that entrepreneurial orientation is a critical factor in enhancing firm resilience. Furthermore, the networking capability of top management may also contribute to firm resilience, but it weakens the relationship between entrepreneurial orientation and firm resilience as a moderating variable. In crisis situations, SMEs tend to rely more strongly on existing networks, rather than engaging in new network to acquire new resources, information, and knowledge, which can hinder their ability to adapt and recover. This study contributes to the further development and understanding of SME resilience, which is essential for enterprises to overcome crises and return to pre-shock levels.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.17 no.9
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• pp.102-111
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• 2016

This study aims to identify the characteristics of the regional innovation system(RIS) and the determinants of innovation performance of SMEs. Data were collected from a questionnaire survey on 64 SMEs in the Daejeon and Chungcheong regions to uncover the relationship between capabilities, regional innovation capacities and innovation performance. The moderating effects of regional innovation capacities on the relationship between firms' innovation capabilities and performance were also tested. Empirical results revealed that R&D, marketing and entrepreneurial orientation had positive effects. The moderating effect of regional innovation capabilities on the relationship between entrepreneurial orientation (risk taking) and performance was also confirmed.