• The Journal of Asian Finance, Economics and Business
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• v.8 no.3
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• pp.967-976
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• 2021

This study aimed to investigate the mechanism by which service companies transfer their services overseas and create new value while interacting with local characteristics. A narrative analysis method was used in a case study of Ajisen Ramen, a Japanese service company that created a Japanese-style ramen restaurant, which experienced rapid growth in China. This study analyzed the restaurant as global service innovation and constructed a causal mechanism to explain the resulting rapid growth. In the pre-entry stage, the tangible value source core service facilitated its successful overseas transfer. In the post-entry stage, value source core service standardization and value sharing were interrelated and locally accepted factors. Knowledge of the local characteristics influenced the local storefront format that allowed contact with local customers. This local front format made it possible to offer local customers new value. The global service innovation mechanism developed through this study reflects a causal diagram that correlated the theoretical concepts of these events.

• Journal of Distribution Science
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• v.15 no.1
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• pp.123-130
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• 2017

Purpose - This research aims to examine the effect of e-business adoption on firm's growth and profitability in the distribution industry. The value added from the distribution industry acts as the cost of other industries. As the distribution industry develops, its stage becomes shorter and the distribution margin becomes smaller. Therefore, e-business is expected to have a different effect on the distribution industry than other industries. Research design, data and methodology - The previous research generally used e-business adoption as an independent variable and firm's performance as a dependent variable. This study elaborated the model using a dynamic panel model that includes the performance variable of the previous year as an independent variable. By employing system GMM (Generalized Method of Moments), the endogeneity problem in the dynamic panel model can be solved. For the analysis, I extracted the distribution companies as the raw data in the National Statistical Office's Business Activity Survey over the period 2006 to 2012. Results - The growth rate of firms adopting e-business was 0.299%p higher than that of the non-adopter. However, only ERP (Enterprise Resource Planning), KMS (Knowledge Management System) and SCM (Supply Chain Management) contributed positively to the growth rate. In the case of profitability, it was 0.04%p higher than the distribution companies that did not adopt e-business. ERP and LMS (Learning Management System) improve profitability, while SCM reduces profitability. Consequently, while ERP improves both growth and profitability, SCM improves growth but reduces profitability. In addition, KMS improves firm's growth only, and LMS does only profitability, showing that each e-business has a differentiated effect. Conclusions - Since the distribution industry has different characteristics from manufacturing and other service industries, the introduction of e-business may not guarantee the growth and profitability of distribution companies. Careful introduction considering the characteristics of the distribution industry is required. In particular, it is necessary to select an e-business meeting the characteristics and needs of a distribution company, and thereafter, it is required for the company's own efforts to internalize it within the system.

• The Korean Journal of Franchise Management
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• v.8 no.2
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• pp.37-47
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• 2017

Purpose - Recently, the food service franchise market is experiencing rapid growth and competition is intensifying. Therefore, consumer choice has expanded, and reputation management has become important as a strategy for survival of corporations. Based on previous studies, this research proposed the theoretical framework about the structural relationships among reputation, trust(cognitive trust, affective trust), and loyalty. Research design, data, and methodology - This study examined the structural relationship between reputation, trust, and loyalty from the customer's perspective. Based on comprehensive validation procedures across nine food service Franchise firm types, This study found support for a five-dimensional scale with the following dimensions: Customer Orientation, Employer Brand, Reliable and Financially Strong Company, Product and Service Quality, and Social and Environmental Responsibility. In order to verify the research purposes, research model and hypotheses were developed. The data were collected from 227 food service franchise consumers through online survey. The data was analyzed with SPSS 24.0 and Amos 23.0 statistical program. Result - The results of the study are as follows. First, customer orientation, reliable·financially strong company and product·service quality have significant impact on corporate cognitive trust. And employer brand, product/service quality and social·environmental responsibility have significant impact on corporate affective trust. Second, cognitive trust and affective trust have significant impacts on consumer loyalty. Conclusions - The implications of this study are following as: From the theoretical perspective, this study considers trust as two dimensions such as cognitive and affective, not a single dimension, and identify what dimensions of franchise firms affect consumers' reputation perception and in turn lead cognitive and affective trust, and loyalty. This study also provides several managerial implications. In the franchise market where competition is intensifying, it is very important to analyze the attitudes of consumers in order to gain an advantage in competition with other competitors. In this study, it is meaningful that the study was conducted on consumers who have experience using a restaurant franchise company. Also, reputation is necessary to pay attention to the company because it is an important variable that strengthens with customer through confidence in food service franchise business, and leads loyalty and consumer consumption. Therefore, marketers should develop marketing strategies considering various reputation factors.

• Journal of Korean Society for Quality Management
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• v.30 no.4
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• pp.120-136
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• 2002

The CRM is the process of integrated customer management to increase the profitability of firm as a maximizing the consumer's value and supplying the high quality product or service. The Post Information Service Headquarter was recognizing the importance of CRM and constructed the customer relationship management system that based on CRM, steadily has made an endeavor for operating to improve the job operation such as posting, banking and insurance. This research analysed the impact of service quality on the customer satisfaction in the Korea Post Office. First of all, we review the existing literature on measurement of service quality and management. As a result of this review and survey of the employer in post office, nineteen factors emerged as important to the service management of The Korea Post Office; Postal Services, Banking Services, Insurance Services. The regression analysis was utilized for analyzing the influence of service quality factors upon the customer satisfaction. Results show that service quality factors have a statistically significant impact on the customer satisfaction of the Korea Post Office.

• The Korean Journal of Financial Management
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• v.26 no.4
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• pp.1-34
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• 2009

We test the effect of corporate cash holdings on firm value by using the KOSPI listed firms over the period between 2002 and 2007 from the agency theories perspective, which has not been the central interest of prior studies. Unlike existing studies, using the manager's ownership ratio or foreign investor's shareholder ratio as a proxy variable for agency costs, we use the individual firm's corporate governance scores by the KCGS to test the effect of agency costs on the value of firm's cash holdings. We find that a firm value is positively related with its cash holdings. We also find that a firm with good corporate governance tends to experience a higher value of its cash holdings, compared with a firm with bad corporate governance. These results are consistent even after controlling for the endogeneity problems between corporate governance and firm value, strongly supporting the agency theory of cash holdings. Therefore, a firm's cash holdings, even from liquidity or precautionary motives, could increase the firm cash value, as long as its managers' interest is shareholders' wealth maximization rather than their private benefits.

• Asia pacific journal of information systems
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• v.17 no.2
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• pp.83-95
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• 2007

We are motivated by how offline and online firms compete. The Internet made many conventional offline firms build a dynamic online business as another sales channel using their advantages such as brand equity, an existing customer base with comprehensive purchasing data, integrated marketing, economies of scale, and longtime experience with the logistics of order fulfillment and customer service. Even though the hybrid selling using both offline and online channel seems to have advantages over a pure online retailer, all the conventional offline firms are not seen to create an online business. Many conventional offline firms began to launch online business since the Internet era, however, just being online business is not likely to guarantee success. According to Bizate.com's report whether the hybrid channel strategy is successful is still under investigation. For example, consider the classic case of Barnes and Noble versus Amazon.com, Barnes and Noble was already the largest chain of bookstores in the U,S., when Amazon.com was established in 1995, BarnesandNoble.com followed suit in 1997, After suffering losses in its initial years, Amazon finally turned profitable in 2003. In 2004, Amazon's net income was $588 million on revenues of $6.92 billion, while Barnes and Noble earned $143 million on revenues of $4.87 billion, which included BarnesandNoble.com's loss of $21 million on revenues of $420 million. While these examples serve to motivate our thinking, it does not explain when offline firms should venture online. It also does not provide an analytical framework that can generalized to other competitive online-offline situations. We attempt to do this in this paper and analyze a hybrid channel model where a conventional offline firm competes against online firms using its own direct online channels. We are particularly interested in an optimal channel strategy when a conventional offline firm sells its products through its own direct online channel to compete with other rival online firms. We consider two situations where its direct online channel and other online firms are symmetric and asymmetric in the brand effect. The analysis of this paper presents several findings. In the symmetric model where a hybrid firm's online channel is not differentiated from a pure online firm, (i) a conventional offline firm will not launch its online business. In the asymmetric model where a hybrid firm's online channel is differentiated from a pure online firm, (ii) a conventional offline firm can launch its online business if its brand effect is greater than a certain threshold. (iii) there is a positive relationship between its brand effect and online customer costs showing that a conventional offline firm needs more brand effect in order to launch online business as online customer costs decrease. (iv) there is a negative relationship between its brand effect and the number of customers with access to the Internet showing that a conventional offline firm tends to launch its online business when customers with access to the Internet increases.

• The Journal of the Institute of Internet, Broadcasting and Communication
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• v.15 no.5
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• pp.85-90
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• 2015

Work environments within the firm with a concept of mobile office is growing divided into two sections. It's Wi-Fi FMC(Fixed Mobile Convergence) field Which are implemented in a telephone service available from existing fixed-line service in the center of the smart phones and the EMS(Enterprise Mobility Service) field to make people will be able to handle PC the center of the information system within an enterprise using a smart phone instead of terminal facility connects to a system in the workplace and external. This paper developed FMC controller to allow execution IMS(IP Multi-Media Subsystem) services to complement the issues of the FMC corporation, telephony service associated. The controller includes FMC automatic enrollment services, voice quality enhancement of the mobile phone, anywhere within the firm on his mobile phone calls can provide mobility and is also implemented FMC LCR function that use status information from mobile soft-phone within the IP-PBX.

• Asia pacific journal of information systems
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• v.10 no.3
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• pp.145-157
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• 2000

Economists have advocated that the market competitiveness improved the firm's productivity and eventually its service quality. However, the previous researches did not provide the empirical results enough to prove that the competitiveness do improve the service quality. In this paper, we conducted an empirical research to find whether the competition induces the quality of service. The telecommunication industry was chosen since it went through the increasing competition along with a high attention. We found that competition itself does not guarantee the quality of service. It is the intensity of competition that improves the service quality. The service quality depends mainly on the competitor's competence, i.e. the intensity of competition rather than the competition itself. In sum, when we want tc improve the service quality as well as the productivity, we had better increase the intensity of competition by allowing many new strong entities.

• Asia pacific journal of information systems
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• v.13 no.2
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• pp.47-66
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• 2003

Economists have advocated that the privatization and market competitiveness improve the firm's productivity and eventually its service quality. However, the previous researches did not provide the empirical results enough to prove that the privatization and competitiveness do improve the service quality. In this paper, we conducted an empirical research to find whether the privatization and competition induces the quality of service. The mobile telecommunication industry was chosen since it went through bringing the privatization and increasing the competition along with a high attention. We found that the privatization and competition itself does not guarantee the quality of mobile telecommunication service. It is the intensity of competition that improves the mobile telecommunication service quality. The service quality depends mainly on the competitor's competence, i.e. the intensity of competition rather than the competition itself. In sum, when we want to improve the service quality as well as the productivity, we had better increase the intensity of competition by allowing many new strong entries.

• Proceedings of the Korea Contents Association Conference
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• 2004.05a
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• pp.82-93
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• 2004

The objective of this study is to lead balanced development of tourism industry by proving the nature of customer service which is one of the service characters as well as ultimate goal of tourism industry. This paper contains a few case studies of service industry customer service and proposed desirable development plan. This study tried differentiate customer service from management side in its role. Meanwhile, management and tourism industry integration, partly in the service channel, is a task to be studied continuously in terms of customer satisfaction. Customer service should utilize for social welfare and improving the firm's competitiveness in the tourism industry