• 유통과학연구
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• 제13권6호
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• pp.87-96
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• 2015

Purpose - Several domestic telecommunication companies have made a considerable effort to continuously grow and survive, and they have strived to thrive in the midst of mature market competition. To overcome this challenging situation and to grow continuously, while still meeting customer needs that are becoming more diverse and complicated with the passage of time, extensive support for internal marketing is essential. Without such internal support, companies face serious limitations and market roadblocks. The communication industry is a high-level service industry and a basic communications industry characteristic is its significant dependence on the employees delivering the services. Therefore, entrepreneurs in the information/communications industry, as well as existing competitors, should look to satisfy external customers through critical investment in internal customers (employees). Therefore, it is important for research to examine how internal factors influence technology innovation and service quality, which are the key drivers for companies that are seeking leading market positions. Research design, data, and methodology - The purpose of this study is to analyze the relationship of technology innovation and perceived service quality with the internal marketing factors in the communication industry and to offer suitable and effective internal marketing suggestions. The independent variables of this study are internal communication, education and training, the support of the executives, reward systems, and empowerment. The dependent variables are technology innovation and perceived service quality. Utilizing these, this paper studies the influence of internal marketing factors on technology innovation and perceived service quality. Results - The study results revealed the following. First, the identified internal marketing factors have a positive effect on technology innovation. Among the five internal marketing factors, three had a significant effect on product innovation, empowerment, the support of executives, and education and training, in this order. Second, the internal marketing factors also had a positive effect on the process innovation of technology innovation. The marketing factors, the support of executives, empowerment, internal communication, and education and training, in this order, significantly affect process innovation. Third, technology innovation had a positive effect on perceived service quality. All of the five service quality factors, namely, tangibles, reliability, assurance, responsibility, and empathy, in this order, significantly affect product innovation. Additionally, tangibles, reliability, responsibility, empathy, and assurance, in this order, significantly affect process innovation. Fourth, product and process innovation significantly affect tangibles and reliability in technology innovation. To enhance tangibles and reliability, process innovation should first be enhanced. Fifth, product and process innovation significantly affect responsibility and empathy in technology innovation. To enhance the responsibility and empathy, process innovation should first be enhanced. Sixth, product and process innovation significantly affect assurance in technology innovation. To enhance the assurance, product innovation should first be enhanced. Conclusions - According to the results, a company's internal marketing factors have a positive and significant effect on technology innovation and, further, product and process innovation have a positive and significant effect on the perceived serviced quality.

• Asia pacific journal of information systems
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• 제24권4호
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• pp.577-610
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• 2014

Although service innovation is not a new concept, innovation research in general tends to focus on technological innovation by manufacturing firms. With this view, innovation studies focus on product(e.g., goods) and process(e.g., product systems) innovation, ignoring service innovation and its inherent opportunities. Since major economy has been transformed to service economy, service innovation is considered a new effective way to sustain and gain a competitive advantage. Service innovation is no longer regarded merely as a side activity to product innovation; it has become a main research topic in its own right, accompanied by an increasing focus on services. While the number of service innovation studies has increased dramatically in the past 30 years in international research, few studies have been performed in domestic studies because domestic service innovation research began from the middle of 2000. In addition, there are no comprehensive literature reviews describing the evolution of service innovation research in both international and domestic studies because of the heterogeneities of service industry and multidiscipline characteristics of service innovation studies. To bridge this research gap, the purpose of this paper is to perform an extensive literature review and synthesis to enable a critical review of extant research on service innovation and trace its evolution, which will establish a foundation for further studies. By reviewing 169 articles (136 international papers; 33 domestic papers) published between 2000 and 2014 (in past 15 years), primarily in leading service, innovation and management information systems journals, this study analyzes the progression of service innovation research according to the four aspects such as number of studies, topics, methodologies and target industries. Overall, the view of service innovation has evolved, from a complement of traditional product innovation to a multidimensional, all-encompassing concept that entails several functions, both within and outside the firms. The results showed that domestic research still stays at the formation phase of service innovation studies although international research is in the maturity or multidimensional phase. We found increasing recent activities pertaining to service innovation, resulting from the increasing interest in services innovation across various industries and the links of new topics to the service innovation concept in both international and domestic studies. However, the main focus of service innovation research showed a different propensity between international and domestic studies: the former mainly focuses on a much more diversified pattern, emphasizing the linkages between service innovation and business strategy while the latter mainly focuses on the service innovation process(system) and service design. In addition, there are many case studies in domestic studies while many empirical studies in international studies. Domestic studies should increases the understanding of the interplay between service innovation and product innovation within manufacturing firms. Furthermore, rather than focusing on intrinsic distinctions between service innovation and product innovation, researchers should strive to develop and conceptualize service innovation in domestics studies. The present research also provides useful implications for practitioners. First, this study contributes to expand the current understanding of service innovation research by performing an extensive literature review. Second, tracing and comparing the progression and trends of service innovation research between international and domestic studies, this study showed the similarities and differences between them, which provide practical guidance on future research directions and research agenda. Third, this study performed literature review establishing the analysis system in the initial stage and using them to analyze articles, which is leading to explain the research review of service innovation more systematically and objectively. Finally, this study suggests the domestic researchers their future interests and topics of service innovation research.

• 디지털융복합연구
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• 제10권11호
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• pp.673-680
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• 2012

본 연구의 목적은 제품/서비스 개발 과정에 있어서 공급자와 고객이 언제 어떻게 참여해야 하는가는 실증적으로 규명하는 것이다. 이를 통해 이들을 어떻게 그리고 언제 참여시키는 것이 효과적인지에 대한 함의를 제시할 수 있다. 분석결과 높은 고객 참여는 전략설계와 제품/서비스 혁신간의 관계를 조절하는 것으로 나타났다. 이는 제품 개발 초기에 고객이 참여할 경우 혁신성과를 높일 수 있다는 것을 의미한다. 반대로 평가개선 단계에서 고객의 높은 참여는 제품/서비스 혁신에 유의한 영향을 미치지 않는 것으로 나타났다. 이는 평가개선 단계에서는 고객의 아이디어보다는 제품/서비스를 실현할 수 있는 전문지식이 더 요구됨을 나타낸다.

• East Asian Economic Review
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• 제18권4호
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• pp.339-366
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• 2014

This paper examines the impact of internationalization on the product, process and organizational innovations of Korean service firms. Despite the increasing importance of the service sector and the discrepancies in the natures of the manufacturing and service industries, the internationalization-innovation link in the context of service firms has rarely been examined empirically on a large sample. Based on the results of the logistic regressions using the 2006 Korean Innovation Survey data, we found that Korean service firms' international expansion is significantly and positively associated with their product and organizational innovations. In addition, the magnitude of the estimates in our models revealed that internationalization has a greater impact on product innovation than on process or organizational innovation.

• 지식경영연구
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• 제14권3호
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• pp.87-100
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• 2013

As the external knowledge networks of firms have become more and more important to their product and service innovations, many global leading companies such as P & G, IBM, and Samsung Electronics have formulated and implemented their open innovation strategy. This study attempts to empirically analyze the effects of CEOs' supports for external knowledge networks, external knowledge network-oriented cultures and inter-organizational knowledge management systems as the major antecedents to external knowledge networks by using the data based on organizational members' perceptions about them. Based on 847 samples collected from employees in three companies in the medical, the construction and the IT service industries, this study performed a structural equation modeling (SEM) analysis about the effects of the antecedents to the external knowledge networks on product and service innovations through Partial Least Squares (PLS). The empirical findings of this study show that CEOs' supports for external knowledge network positively influence product and service innovations, partially mediated by external knowledge network-oriented cultures and inter-organizational knowledge management systems. And they also show that external knowledge network-oriented cultures and inter-organizational knowledge management systems have a positive effect on product and service innovations, respectively, partially mediated by external knowledge networks. With these new findings, academic and practical implications are discussed.

• International Journal of Costume and Fashion
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• 제18권2호
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• pp.29-43
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• 2018

Service-learning is a form of experiential education in which students participate in organized activities and develop a sense of civic responsibility while acquiring content knowledge of the discipline. The purpose of this study was first, to examine the underlying theories and principles of service-learning, and second, to present a case of systemic implementation of problem-based service-learning into a Product Innovation and Management class in higher education. The New Product Development for an E-Commerce Small Business project was developed for a community partner, BevShots, reflecting the needs of the firm, and was tightly woven into the course content. Students' participation in the project had a significant effect on increasing their awareness of the needs in the community and identifying their roles as citizens as well as enhancing their content knowledge learning. The community partner also received benefits for his business by participating in the project. Through this study, we aim to inspire fashion design and merchandising educators to implement service-learning projects/classes in the curriculum.

• 한국기술혁신학회:학술대회논문집
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• 한국기술혁신학회 2000년도 춘계학술대회
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• pp.301-320
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• 2000

This paper is concerned with characteristics of Internet retailing and manufacturer's product development strategy using Internet retailing. First, this paper reviews the current status of Internet retailing companies and explains some barriers to taking advantage of Internet retailing. Second, this paper gives a few suggestions for manufacturer's strategy for product innovation and development which is based on Internet retailing. The suggestions are (1) Product Innovation (2) Target Costing (3) Eliminate Design Mistakes.

• 벤처창업연구
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• 제12권4호
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• pp.145-157
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• 2017

중소기업은 국내경제에서 중요한 역할을 차지하고 있으며 예측하지 못한 변화에 유연하게 대응하는 역량으로 경쟁하는 시대에서는 중소기업이 가지는 민첩성이 더욱 강조된다. 이러한 혁신을 가능하게 하는 중소기업의 원천에는 기업가적 지향성이 중요한 요인으로 지적되고 있다. 기업가적 지향성(Entrepreneurial Orientation)이란 기업의 최고경영자 또는 구성원들이 다양한 시장기회에 직면해서 혁신적이고 위험을 감수하며 적극적으로 행동하려는 성향을 가리킨다. 즉, 특정한 기술이나 산업에 구애받지 않고 기업 전반의 활동에서 나타내는 성향을 말하며 이는 경영성과에 직, 간접적으로 긍정적인 영향을 미치고 있다. 따라서 본 연구에서는 중소기업 경영자의 기업가적 지향성이 경영성과에 미치는 영향에 대해 이론 및 실증연구를 진행하였다. 이론연구를 통해 연구가설을 도출하였는데 특히 혁신활동의 매개효과에 주목하여 제품혁신과 서비스혁신 활동을 통해 기업가적 지향성이 경영성과로 이어지는 메커니즘을 규명하고자 하였다. 기업가적 지향성의 하위변수인 혁신성, 진취성, 위험감수성이 혁신의 하위변수인 제품혁신과 서비스혁신을 매개로 경영성과에 영향을 미칠 것인지 연구가설을 설정하였다. 부산, 경남지역의 중소기업을 대상으로 조사를 진행하여 연구가설을 검증하였다. 결과 제품혁신과 서비스혁신은 매개효과를 가지는 것으로 나타났다. 제품혁신은 위험감수성이 경영성과에 미치는 영향을 매개하였으며, 서비스혁신은 혁신성, 진취성, 위험감수성이 경영성과에 미치는 영향을 매개하는 것으로 나타났다. 두 혁신 간에 매개효과의 차이가 있었는데, 제품혁신은 매개효과의 비중이 낮고 직접효과가 큰 것으로 나타났으며, 서비스혁신의 경우 상대적으로 매개효과가 높은 것으로 나타났다. 결론에서는 제품혁신과 서비스혁신이 가지는 본질적인 차이와 관련하여 연구결과의 시사점을 도출하였으며 연구의 한계점 및 향후 연구방향을 제시하였다.

• 품질경영학회지
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• 제38권3호
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• pp.363-377
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• 2010

Although the importance of the service sector has been highlighted recently, service innovation remain under-researched by scholars. Innovation research based on manufacturing sector suggests that innovation strategy varies according to the objectives of innovation and has a positive influence on firm performance. To investigate the path that links the objectives of innovation, innovation strategy used and firm performance, this study develops a conceptual model of service innovation from the literature and tests the Structural Equation Model(SEM) using STEPI (Korea's Science and Technology Policy Institute) data. We could identify the causal relationships both between the objectives of innovation and innovation strategy and between innovation strategy and firm performance in service as in manufacturing, but we also found that the results of the empirical study for the service industry, in particular, the empirical results on the relationship between the aims of innovation and innovation strategy used, are quite different from those for manufacturing.

• 한국산학기술학회논문지
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• 제20권2호
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• pp.469-482
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• 2019

본 최근, 4차 산업혁명 시대에 접어들면서, 서비스 산업의 기술 혁신에 대한 관심이 늘어나고 있다. 이러한 시대적 흐름에서, 본 논문에서는 현재 정부의 지원 제도, 규제, 혁신 촉진 정책이 서비스 산업에 속한 기업들의 기술 혁신 성과에 미치는 영향을 4,000개의 대한민국 서비스 산업 기업들을 대상으로 실증적으로 분석하였다. 다중 회귀 분석과 위계적 회기분석을 적용하여 개별 요소 간의 상관관계를 분석하였고, 이를 이용해서, 정부의 지원과 규제와 서비스 산업의 기술 혁신의 두 축인 공정 혁신 및 제품 혁신에 대한 영향력을 검정하였다. 또한, 정부의 혁신 정책이 정부의 지원 및 규제와 서비스 기업의 기술 혁신 성과를 조절하고 있음을 살펴보았다. 그 결과, 정부의 지원 제도는 서비스 산업의 공정 혁신 및 제품 혁신 성과 모두에 영향을 미치지만, 규제의 경우에는 공정 혁신 성과에만 영향을 미치는 것으로 파악하였다. 그리고 혁신 정책은 정부의 지원 제도 및 규제와 서비스 산업의 혁신 성과의 관계를 조절하는 것으로 평가되었다. 따라서 이러한 연구 결과는 기업의 경영층에게 정부의 지원 제도와 혁신 정책을 정확히 파악해서 이를 활용하도록 전략적인 시사점을 제공한다. 또한, 정부가 서비스 산업의 기술 혁신을 촉진하기 위해서는, 혁신 정책의 기술 혁신 성과에 대한 조절 효과를 높이기 위해서, 시대에 맞지 않는 규제들을 다시 정비하고, 기업의 규모나, 서비스 내용의 특성 등에 맞는 세분화된 정책을 만들어야 하는 정책적인 시사점을 제공한다.