• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2011년도 추계학술대회
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• pp.727-745
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• 2011

Courier and logistics services such as customer contact employees (customer-contact employee) of the attitudes and behavior of the customer satisfaction level of service quality evaluation and a very big impact. In this study, using a typical customer contact employees, and to target the delivery service industry employees the organization's service orientation and customer orientation by examining the impact on the quality of companies within the organization for growth and development needs and the importance of service orientation will be trying out for. The results of this study can be summarized as follows. First, the chief executive of the organization to configure a service orientation and a detailed understanding of the factors that determine this by managing the organization to effectively come up with a way to make and ultimately the organization's service orientation, organizational culture can be positioned as effort should be taken. Second, service companies through regular training and education to maintain a certain level of service quality should be. Third, the service organization's service orientation is not a fad or a means of sustain and develop the company's survival strategy is to get out. To do this, good communication between the field and management can be achieved by a variety of channels to be established, and management's willingness to provoke sympathy for the employees should be provided.

• 한국콘텐츠학회논문지
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• 제12권3호
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• pp.322-334
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• 2012

본 연구는 기업 내 서비스신뢰, 직무몰입, 고객서비스행동, 경영성과 간의 관계를 검증함으로써 종업원의 기업에 대한 신뢰가 어떻게 경영성과에 영향을 미치는가를 확인하고 설명하는데 있다. 본 조사의 설문은 국내 주요 제약사의 판매원으로부터 자료를 수집하였으며, AMOS 18.0을 이용하여 구조방정식모형분석으로 제기된 연구가설을 검증하였다. 분석결과, 기업 내 서비스신뢰는 직무몰입과 경영성과에 긍정적인 영향을 미친 반면, 고객서비스행동에는 부정적인 영향을 주었다. 그리고 고객서비스행동은 경영성과에 긍정적인 영향을 미치는 것으로 나타났다. 따라서 기업 내 서비스신뢰는 경영성과에 직접적인 영향을 주었고, 또한 직무몰입과 고객서비스행동을 통해 유의한 영향을 주었다. 결론적으로 정리하면, 종업원이 자신이 속한 조직에서 직무에 헌신할 때 고객에 대한 서비스행동이 높아지며 경영성과도 성취될 수 있음을 확인하였다. 따라서 판매를 통한 높은 수준의 경영성과를 성취하기 위해서는 종업원의 직무에 대한 몰입을 강화해야 할 것이다.

• 한국컴퓨터정보학회논문지
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• 제22권2호
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• pp.51-57
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• 2017

The first thing to be prioritized is to set the scope of the management system when establishing an information security management system for systematic and effective information security management. It is important to set the scope for an organization's information security goals due to the scope affects the organization's overall information security activities. If the scope is set incorrectly, it might become impossible to protect important services and therefore, the scope of the management system should be determined in consideration of the core business services of the organization. We propose a core service selection model based on the organization's mission-critical service and high risk service in order to determine the effective information security management system scope in this paper. Core service selection criteria include the type of service, contribution to sales, socio-economic impact, and linkage with other services.

• 품질경영학회지
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• 제35권2호
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• pp.84-98
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• 2007

Six Sigma advocates rigorous application of quality management tool. Using Six Sigma program provides a mechanism for service organization to achieve organization's goal and customer satisfaction. A model on Six sigma in service organization was developed and applied for the service organization. Questionnaire was developed, and data was collected and analyzed for this study. Conclusively, 6 sigma leadership is the important drivers to process management and customer relationship management. Process management and customer relationship management are significantly related to the job performance and customer satisfaction.

• 대한안전경영과학회지
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• 제11권4호
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• pp.247-253
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• 2009

The object of this paper is established for a paradigm for the organization. Although concerns on management get increased in these days, there is no general and systematic framework for a unified sector. Therefore this study proposes the new general and systematic framework for managing in organization, through applying Service-Engineering model. The new framework of this study provides the general sector of organization model, the method of analyzing BSC and RMS, and system model for Risk Management. Furthermore, this study suggests the practical ways of developing a paradigm.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2007년도 춘계학술대회
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• pp.70-75
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• 2007

The university organization is getting more and more complicated both in function and size these days, and the particularity of university organization inherently has quite a few element of internal conflict. To cope with the rapidly changing university society, together with the all-out effort of university CEO, it is necessary to pay attention to the administrative employees who can really contribute to the organizational competitiveness a lot. The Service Quality Management provides the action guidelines to every individual members of organization and alternatives to the problems the organization is facing. According only Service Quality Management can improve the efficiency of the organizational management and the job efficiency of individual members. Thus, in actual proof researching, we conduct and analyze how the university industries do Service Quality Management such as 6 sigma through survey researching.

• 한국식생활문화학회지
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• 제23권5호
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• pp.572-581
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• 2008

The principal objective of this study was to determine how the internal marketing of the contract foodservice management company affects job satisfaction and organization immersion, as well as the influence of the satisfaction of internal customers (employees) has on job satisfaction and organization immersion, and the function as a preceding variable that improves service quality. T-test, ANOVA, and linear regression analysis was conducted to analyze the hypotheses of the study. The summary of study as per the result of this corroborative study is presented as follows: It was verified that internal marketing affects organizational immersion and the job satisfaction of employees, and job satisfaction plays a crucial role in organizational immersion. Moreover, it was also confirmed that the higher the internal marketing is, the higher the job satisfaction and organization immersion will be, thereby improving the service quality provided by employees. If enterprise regards employees as internal customers and constantly and efficiently conducts internal marketing activities such as internal communication, training, welfare, compensation, delegation of power, supporting the management, etc, the organizational immersion and job satisfaction of employees will be heightened, thereby enhancing loyalty and pride in the organization to provide services with better quality.

• 디지털융복합연구
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• 제13권11호
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• pp.71-84
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• 2015

본 연구의 목적은 제조업에 융복합서비스를 제공하고 있는 기업 내 학습조직구축활동이 조직구성원들의 조직시민행위에 미치는 영향과 이에 대한 조절변수로서 조직지원인식의 역할을 탐구하는데 있었다. 본 연구는 구조화된 질문지를 이용하여 수행하였으며, 수도권 소재 31개 융복합사업서비스기업의 조직구성원 327명을 대상으로 자료를 수집하여 단계적 회귀분석방법을 사용해 분석하였다. 가설을 검증한 결과 학습조직구축활동의 7가지 변수와 조직지원인식 모두 조직시민행위에 유의미한 정(+)의 영향을 미치는 것으로 나타났다. 조절효과와 관련해서는 독립변수인 학습조직구축활동의 7요인 중 전략적 학습리더십만이 종속변수인 조직시민행위에 미치는 영향에 있어 조절변수인 조직지원인식에 의하여 조절되는 것으로 나타났다. 이러한 연구결과를 정리하고 이론적 실무적 함의를 논의한 후, 후속 연구의 방향을 제시하였다.

• Asia pacific journal of information systems
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• 제30권2호
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• pp.228-251
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• 2020

This study attempts to examine the importance of social capital in customer service organizations and clarifies how translates into organizational performance through knowledge management activities. A survey was conducted with the customer service employees, and 256 questionnaires were used for an empirical analysis with smart partial least squares (PLS). The analysis found that relational capital had a positive effect on both the knowledge management components of knowledge sharing and knowledge conversion, while structural capital significantly influenced knowledge sharing. In addition, human capital positively affected knowledge conversion. Both knowledge sharing and knowledge conversion significantly influenced organizational performance. This study proposed a conceptual framework of social capital that influences organizational performance mediated by an organization's knowledge management activities. Based on the results, we suggest practical guidelines for managing social capital and recommend areas of improvement for customer organization's managers and employees.

• 품질경영학회지
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• 제36권3호
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• pp.55-65
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• 2008

From fast service enlargement of the latest economy and industry, importance of service industry is embossed gradually. Service enterprise is pushing on in service quality elevation for strengthening competitiveness to survive on globalization society as manufacturing industry. Service quality elevation adapts as core competitive strategy in enterprise with business environment as continuous competitive advantage. Because Public organization also is developed in service fast, Public organization is trying to offer various service such as service level of enterprise. Each Public organization are trying to satisfy request of citizens as Customer. In this study, presented Kano-Servqual Method which is mixed by Kano's and Servqual model's advantage, each Method had used much in service quality measurement separately. Kano-Servqual Method is applied to the A information library as a public organization and is proved as practical useful method.