• Title/Summary/Keyword: Service Firm

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Negative Spillover Effects of Other-Customer Failure in Airline Context

  • Kim, Mi-Jeong;Park, Chul-Ju;Park, Jae-Sung
    • Journal of Distribution Science
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    • v.15 no.1
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    • pp.15-20
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    • 2017
  • Purpose - Other customers within the same service environment do influence a customer' attitude and behavior toward a service firm. Specially, other customers' misbehaviour and various service problems stemmed from them could make the other customers suffer some bad experiences. However, there are few studies to answer how the spillover effect of a service failure arisen from other customers' misbehavior. This study is aimed to examine how service failure due to the dysfunctional behavior of other customers has negative effects on customer evaluation with the service provider. Research design, data, and methodology - Data were collected from a survey based on consumers' retrospective experiences in airline service context. The hypothesized relationships were tested conducting structural equation modeling. Results - Our results show that the attribution of a firm responsibility for other-customer failure has a positive influence on customer's recovery expectation, in turn, it is negatively related to customer satisfaction. Furthermore, perceived service provider's efforts positively influence customer satisfaction. Conclusions - Although a service failure was caused by other customer's misbehavior, employees should be able to alleviate any bad feelings of the affected customers. Furthermore, service providers should provide proper recovery efforts for solving problems caused by the other customers for the wounded customers.

The Effects of Trust and Commitment on Firm Performance in Apparel Manufacturer-Contractor Relationships (의류기업의 협력업체에 대한 신뢰와 몰입이 기업성과에 미치는 영향)

  • Park, Na-Ri;Park, Jae-Ok
    • Journal of the Korean Society of Clothing and Textiles
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    • v.34 no.1
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    • pp.126-137
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    • 2010
  • This study examines the effects of trust and commitment on firm performance in the apparel manufacturer-contractor relationships. A total of 92 apparel manufactures participated in the study. Factor analysis, Cronbach's alpha coefficient, and multiple regression analysis were conducted for the statistical analysis. Two factors of trust were identified: credibility and benevolence. Two factors of commitment were identified: affective commitment and calculative commitment. Three factors of firm performance were identified: customer service performance, finance performance, and product performance. The credibility of the apparel manufacture in a contractor had a significant positive effect on the affective commitment of an apparel manufacturer and on the calculative commitment in a contractor. Meanwhile, the benevolence of the apparel manufacture on a contractor had a significant positive effect on the affective commitment of an apparel manufacturer on a contractor. The credibility of the apparel manufacture on a contractor was positively related to customer service performance, finance performance, and product performance. The benevolence of the apparel manufacture on a contractor was positively related to customer service performance and finance performance of an apparel manufacture. The affective commitment of the apparel manufacture in a contractor was positively related to service performance. The calculative commitment of the apparel manufacture on a contractor was positively related to finance performance and to the product performance of an apparel manufacture. The results of this study provides practical guidelines toward exchange partners of apparel manufacturers as to how to facilitate from performance in apparel manufacturer-contractor relationships.

Effect of National Pension Service's Shareholding Ratio on Firm Value: Focusing on Stewardship Code Implementation and R&D Expenditure (국민연금의 소유지분비율이 기업가치에 미치는 영향 연구: 스튜어드십 코드 도입과 R&D 투자를 중심으로)

  • Daehyun Cho;YoungJun Kim
    • The Journal of the Convergence on Culture Technology
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    • v.9 no.3
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    • pp.779-787
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    • 2023
  • In the relationship between the shareholding ratio of National Pension Service (NPS) and the investee firm's value, this study examined the mediating effect of R&D expenditure which its increase can indirectly induce the increase of firm value, and examined the moderated mediation effect of the Stewardship Code implementation which pressures investee firms' to increase R&D expenditure and firm value. Using the Korean listed companies' data from 2016 to 2021, the analysis showed that the R&D expenditure had a partial mediation effect on the relationship between NPS's shareholding ratio and firm value. Also, the analysis showed that the NPS's Stewardship Code implementation had positive moderating effects on following relationships, one between NPS's shareholding ratio and R&D expenditure, and the other between NPS's shareholding ratio and firm value. In all, on the relationship between NPS's shareholding ratio and firm value, the R&D expenditure's mediation effect differs before and after the implementation of the stewardship code, which shows the moderated mediation effect.

Influence of Emotional Labor on Job Stress and Customer Orientation. - C Service Franchise Firm. (감정노동이 직무스트레스와 고객지향성에 미치는 영향 - C 서비스 프랜차이즈 기업을 중심으로)

  • Kim, Min-Ju;Lee, Jung-Un
    • The Korean Journal of Franchise Management
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    • v.6 no.2
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    • pp.51-66
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    • 2015
  • As competition for better service between corporations is getting fierce, many efforts to improve service quality are being made endlessly. The quality of service is directly associated with customer satisfaction and the employee performance of emotional labor is a key factor to attain a high level of customer review and better corporation image. This study examines an influence of emotional labor on job stress and customer orientation in the context of a service franchise firm. The results are as follow. First, deep acting of emotional labor has a negative influence on job stress, and surface acting of emotional labor has a negative influence on customer orientation. Also, job stress has a negative influence on customer orientation. Second, deep acting of emotional labor does not have a positive influence on customer orientation. Third, surface acting of emotional labor does not have a positive influence on job stress. The findings of this study show that deep acting of service based on an employee emotion can produce the employee's better service attitude by decreasing employees' job stress, but standardized surface acting of service cannot. Therefore, franchisor needs to use employees' deep acting to improve the franchisee service quality.

An Empirical Study on the Effect of Logistics Firm's Innovation Activities on Business Performance (물류기업의 혁신활동이 경영성과에 미치는 영향에 관한 실증연구)

  • Cho, Yong-hyun
    • Journal of Korea Port Economic Association
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    • v.34 no.3
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    • pp.75-92
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    • 2018
  • The purpose of this study is to analyze whether innovation activities of logistics firms affect innovation performance and service quality improvement and whether innovation performance and service quality as a result of innovation activities affect these firm's business performance. First, I undertake a review of previous studies and theories related to innovation activity and innovation performance. Additionally, previous studies on improvement of service quality along through innovation performance were analyzed. Based on this, I set up a research structure and hypotheses. To this end, I used the workplace panel survey data of the Korea Labor Institute(KLI) and used a total of 88 samples. I use the Partial Least Square(PLS) approach to structural equation modeling. The results of the empirical analysis show that innovation activities of logistics firms have a positive effect on innovation performance and service quality improvement, and innovation performance and service quality have a positive effect on financial performance. Evidently, innovation activities bring a clear competitive advantage to the logistics firms and improve their service quality. This implies the ability of logistics firms to survive amidst competition while getting a competitive edge.

An Analysis of Processes Applied by CALS: A Case of Firm H (CALS 대상업무의 분석: H기업의 사례)

  • 오재인
    • The Journal of Society for e-Business Studies
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    • v.3 no.1
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    • pp.69-80
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    • 1998
  • CALS has been a hot issue in the information-related industry in the world in order to achieve the competitive advantage of a firm or a nation. Nontheless, while there is an abundance of literature advocating the importance of introducing CALS, little attention has been given to the analysis of processes to be applied by CALS. This research conducts a case study on Firm H, investigating its processes for which CALS should be deployed and prioritizing these processes. Based on the analysis of the interviews with CALS experts who are familiar with the processes of Firm H, this paper concludes that CALS must be applied to the processes of the purchase/supply for Firm H, followed by such processes as the development of telephone exchangers, the operations management, and the service.

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A Study on the GSCM Strategy and Business Performance - Focus on DOOLEE VISION Case - (GSCM전략과 사업성과에 관한 연구 -두리비전 사례를 중심으로-)

  • Kim, Chang-Bong
    • International Commerce and Information Review
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    • v.8 no.1
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    • pp.325-336
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    • 2006
  • This paper examines the global supply chain management strategy and business performance of Doolee Vision Co. Ltd.. Based on the analysis of eighty-seven cases, the following results were found. First, it was found that just-in-time of GSCM strategy of firm have a positive influences on the business performance in transformation sector. Second, just-in-time of GSCM strategy of firm have a positive influences on the business performance in custody sector. Third, just-in-time of GSCM strategy of firm have a positive influences on the business performance in order response and support sector. Forth, just-in-time of GSCM strategy of firm have a positive influences on the business performance in customs sector. Fifth, just-in-time of GSCM strategy of firm have a positive influences on the business performance in customer service sector. However, several limitations, such as measurement for intra-industry homogeneity, measurement for flexibility of global supply chain management strategy, and measurement for business performance of global supply chain management, that make the preceding conclusions be considered preliminary.

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경쟁력제고를 위한 한국 자동차산업의 최적 유통구조에 대한 소고

  • 전달영
    • Journal of Distribution Research
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    • v.2 no.1
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    • pp.59-85
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    • 1997
  • The automobile industry in Korea has grown to the fifth in the world in terms of production capacity. In spite of the production growth, the marketing aspects such as distribution and customer service in the auto industry are still behind the world-class. Thus, the major purposes of this paper are as follows. The first is to analyze competitive structure of the industry and to compare distribution strategies of the major auto firms(Hyundai, Daewoo, and Kia). The second is to theoretically explain the transition from the vertical marketing system to the dealer system using transaction cost analysis. The third is to compare auto distribution channels in Korea with those in the U.S. and Japan. Finally, an optimal channel stucture in the auto industry is suggested after reviewing five alternative channel structures such as corporate-owned VMS, sales-specializing firm, multiplex system(VMS+limited dealer system), dual sales channel, and advanced dealer system. In the short-run, sales-specilizing firm was suggested as an optimal channel system to enhance customer satisfaction by integrating sales and customer service. In the long-run, advanced dealer system through regional differentiation was desirable for an optimal channel structure by organically integrating new car sales, used car sales, and after service to provide total marketing service to customers.

A Study on Startups' Dependence on Business Incubation Centers (창업보육서비스에 따른 입주기업의 창업보육센터 의존도에 관한 연구)

  • Park, JaeSung;Lee, Chul;Kim, JaeJon
    • Korean small business review
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    • v.31 no.2
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    • pp.103-120
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    • 2009
  • As business incubation centers (BICs) have been operating for more than 10 years in Korea, many early stage startups tend to use the services provided by the incubating centers. BICs in Korea have accumulated the knowledge and experience in the past ten years and their services have been considerably improved. The business incubating service has three facets : (1) business infrastructure service, (2) direct service, and (3) indirect service. The mission of BICs is to provide the early stage entrepreneurs with the incubating service in a limited period time to help them grow strong enough to survive the fierce competition after graduating from the incubation. However, the incubating services sometimes fail to foster the independence of new startup companies, and raise the dependence of many companies on BICs. Thus, the dependence on BICs is a very important factor to understand the survival of the incubated startup companies after graduation from BICs. The purpose of this study is to identify the main factors that influence the firm's dependence on BICs and to characterize the relationships among the identified factors. The business incubating service is a core construct of this study. It includes various activities and resources, such as offering the physical facilities, legal service, and connecting them with outside organizations. These services are extensive and take various forms. They are provided by BICs directly or indirectly. Past studies have identified various incubating services and classify them in different ways. Based on the past studies, we classify the business incubating service into three categories as mentioned above : (1) business infrastructure support, (2) direct support, and (3) networking support. The business infrastructure support is to provide the essential resources to start the business, such as physical facilities. The direct support is to offer the business resources available in the BICs, such as human, technical, and administrational resources. Finally, the indirect service was to support the resource in the outside of business incubation center. Dependence is generally defined as the degree to which a client firm needs the resources provided by the service provider in order to achieve its goals. Dependence is generated when a firm recognizes the benefits of interacting with its counterpart. Hence, the more positive outcomes a firm derives from its relationship with the partner, the more dependent on the partner the firm must inevitably become. In business incubating, as a resident firm is incubated in longer period, we can predict that her dependence on BICs would be stronger. In order to foster the independence of the incubated firms, BICs have to be able to manipulate the provision of their services to control the firms' dependence on BICs. Based on the above discussion, the research model for relationships between dependence and its affecting factors was developed. We surveyed the companies residing in BICs to test our research model. The instrument of our study was modified, in part, on the basis of previous relevant studies. For the purposes of testing reliability and validity, preliminary testing was conducted with firms that were residing in BICs and incubated by the BICs in the region of Gwangju and Jeonnam. The questionnaire was modified in accordance with the pre-test feedback. We mailed to all of the firms that had been incubated by the BICs with the help of business incubating managers of each BIC. The survey was conducted over a three week period. Gifts (of approximately ₩10,000 value) were offered to all actively participating respondents. The incubating period was reported by the business incubating managers, and it was transformed using natural logarithms. A total of 180 firms participated in the survey. However, we excluded 4 cases due to a lack of consistency using reversed items in the answers of the companies, and 176 cases were used for the analysis. We acknowledge that 176 samples may not be sufficient to conduct regression analyses with 5 research variables in our study. Each variable was measured through multiple items. We conducted an exploratory factor analysis to assess their unidimensionality. In an effort to test the construct validity of the instruments, a principal component factor analysis was conducted with Varimax rotation. The items correspond well to each singular factor, demonstrating a high degree of convergent validity. As the factor loadings for a variable (or factor) are higher than the factor loadings for the other variables, the instrument's discriminant validity is shown to be clear. Each factor was extracted as expected, which explained 70.97, 66.321, and 52.97 percent, respectively, of the total variance each with eigen values greater than 1.000. The internal consistency reliability of the variables was evaluated by computing Cronbach's alphas. The Cronbach's alpha values of the variables, which ranged from 0.717 to 0.950, were all securely over 0.700, which is satisfactory. The reliability and validity of the research variables are all, therefore, considered acceptable. The effects of dependence were assessed using a regression analysis. The Pearson correlations were calculated for the variables, measured by interval or ratio scales. Potential multicollinearity among the antecedents was evaluated prior to the multiple regression analysis, as some of the variables were significantly correlated with others (e.g., direct service and indirect service). Although several variables show the evidence of significant correlations, their tolerance values range between 0.334 and 0.613, thereby demonstrating that multicollinearity is not a likely threat to the parameter estimates. Checking some basic assumptions for the regression analyses, we decided to conduct multiple regression analyses and moderated regression analyses to test the given hypotheses. The results of the regression analyses indicate that the regression model is significant at p < 0.001 (F = 44.260), and that the predictors of the research model explain 42.6 percent of the total variance. Hypotheses 1, 2, and 3 address the relationships between the dependence of the incubated firms and the business incubating services. Business infrastructure service, direct service, and indirect service are all significantly related with dependence (β = 0.300, p < 0.001; β = 0.230, p < 0.001; β = 0.226, p < 0.001), thus supporting Hypotheses 1, 2, and 3. When the incubating period is the moderator and dependence is the dependent variable, the addition of the interaction terms with the antecedents to the regression equation yielded a significant increase in R2 (F change = 2.789, p < 0.05). In particular, direct service and indirect service exert different effects on dependence. Hence, the results support Hypotheses 5 and 6. This study provides several strategies and specific calls to action for BICs, based on our empirical findings. Business infrastructure service has more effect on the firm's dependence than the other two services. The introduction of an additional high charge rate for a graduated but allowed to stay in the BIC is a basic and legitimate condition for the BIC to control the firm's dependence. We detected the differential effects of direct and indirect services on the firm's dependence. The firms with long incubating period are more sensitive to indirect service positively, and more sensitive to direct service negatively, when assessing their levels of dependence. This implies that BICs must develop a strategy on the basis of a firm's incubating period. Last but not least, it would be valuable to discover other important variables that influence the firm's dependence in the future studies. Moreover, future studies to explain the independence of startup companies in BICs would also be valuable.

A Study on the Information Gathering Function of Research and Development Laboratories Established within Industrial Firms (산업체 부설연구소의 정보기능에 관한 연구)

  • Cho In Sook
    • Journal of the Korean Society for Library and Information Science
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    • v.16
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    • pp.281-327
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    • 1989
  • This dissertation is presented in two major parts. The first part presented in Chapter 3 attempts to verify the major hypothesis of the present study that the research and development laboratories(hereafter referred to R&D laboratories), establishd withine industrial firms to develop new technologies needed for their own industrial activities, may have another but very important functions to bring information on the externally generated technologies to attention of their respective management decision makers, eventually resulting in the transfer of technology; and such information functions of the R&D laboratories may be better performed by well-organised laboratories than by poorly-organised ones. The second part presented in Chapters 4, 5, 6 and 7 discusses, after the preceding hypotheses has been verified, some desirable situations of the R&D laboratories in facilitating the flow of information on new technologies developed in the world into their industrial firms, centering on the organisational positions and the major fields of interest of the person in charge of the R&D centers, services of the library and technological information office supporting the R&D laboratories, and frequencies of direct contacts of research and development workers with experts in the world and of participation in various conferences, seminars, workshops, exhibitions, etc. Now that there is no recognised instrument and method available for direct measurement of volume of technological information transfered into a particular industrial firm, the number of technologies introduced into a given firm is employed in the present study as an analogous parametre indicating volume of technological information transfered into the firm during a particular period of time. A logical attempt to justify the use of the indirect paramentre is made in Chapter two. vidences needed to verify the hypotheses of the present study are collected through the various publications of the Korea Industrial Research Institutes and other agencies and institutions related to industrial research activities, and through responses to the questionnaire posted to a sample of the 66 R&D laboratories on 6 May 1987 and returned by 30 August of the same year. Some findings and conclusions made in the study are summarised as follows: (1) More information on externally developed technologies flows into the industrial firm with a R&D laboratory of its own than into the industrial firm without one, and naturally, more chances of transfer of technologies are given to the former than to the latter (see 3. 2) (2) After establishing an R&D laboratory, more technological information flows into the industrial firm than before establishing one (see 3. 3) (3) More technological information flows into the industrial firm with a well-organised R&D laboraory than into the firm with a poorly-organised one (see 3. 4) (4) More technological information flows into the ndustrial firm where the director of its R&D laboratory has status qualified to participate in the highest managerial decision making processes of the firm than into the industrial firm where the director does not have such status (see 4. 2) (5) More technological information flows into the industrial firm where the director of R&D laboratory does not hold other positions within the firm than into the industrial firm where the director holds other positions (see 4.3) (6) There is evidence showing that quantities of technological information transfered into industriali firms vary with the case that the major background of the director of the R&D laboratory is the same as the main field of R&D activities of his or her laboratery, the case that the director's background is partly related to the field of R&D activities of the laboratory, and the case that the director's major background is different from the field of R&D activities of the laboratory (see 4.4) (7) More technological information flows into the industrial firm with the director of its R&D laboratory appointed from among professional research and development workers than into the industrial firm with the director of its R&D laboratory appointed from among general managers (see 4.5) (8) More technological information flows into the industrial firm with its R&D laboratory which has established a library service unit within its own jurisdiction than into the industrial firm with its R&D laboratory which has established a library service unit within its own jurisdiction than into the industrial firm with its R&D laboratory which uses a library within the firm but outside the laboratory (see 5. 1) (9) More echnological information flows into the industrial firm with a technological information office of its own than into the industrial firm without such an office (see 5. 2) (10) More technological information flows into the industrial firm with a large research and development staff in its R&D laboratory than into the industrial firm with a small staff in its R&D laboratory (see 5. 2) (11) More technological information flows into the industrial firm with its R&D laboratory whose staff members more frequently contact experts in the conferences, seminars, symposiums, and workshops held in foreign countries and novelties in the world's major exhibitions than into the industrial firm with its R&D laboratory whose staff members less frequently contact such experts and novelties (see 6. 2 ; 6. 3)

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