• Asia pacific journal of information systems
• /
• v.25 no.3
• /
• pp.597-625
• /
• 2015

Prior research has emphasized the significant effect of service orientation on organizational performance. However, little research on service orientation has been conducted in the financial field, including the investment management service industry in which high quality service for clients is required. In this paper, we propose a research model that centers on the concept of service orientation as a type of dynamic capability affecting firm performance. The research variables include job competency, risk management capability, operational capability, service orientation, and service performance. We assume that service orientation partially mediates the effects of risk management capability and operational capability on service performance. To test the model, we collected data from 391 fund managers in 86 teams (37 investment management companies) and analyzed it with partial least squares (PLS) method. Each of the 391 fund managers was asked to answer team level measures, which is effective for team level analysis. We find that job competency positively affects both risk management capability and operational capability, which in turn affect service orientation. Risk management capability and operational capability are assumed to directly affect service performance. However, risk management capability does not influence perceived service performance, whereas operational capability does affect it. This result indicates that risk management capability does not directly affect service performance. However, via service orientation, considering that risk management inconveniences customers and is geared to enhance service orientation, service performance is positively affected. Operational capability does not influence service orientation, whereas it affects perceived service performance. This result reveals that operational capability directly affects firm performance. As expected, service orientation significantly affects the service performance perception of fund managers. This study contributes to the literature by introducing service orientation to the financial industry and measures and tests team-level service performance. Our findings also provide insights to practitioners because to enhance team performance, managers must focus on service orientation in addition to operational capability.

• Journal of Korea Port Economic Association
• /
• v.37 no.4
• /
• pp.89-102
• /
• 2021

The purpose of this paper is to study the impact of shipping service firm's perceived relational benefits on switching barriers and loyalty focusing on tug boat service. To achieve the purpose of the research, literature survey on existing literature, thesis, research report is performed and also reliability analysis, validity test and multiple regression analysis using SPSSWIN 18.0 is used in this research. To verify a research model and hypothesis, a questionnaire survey among employees of shipping companies and shipping agencies was executed. 76 copies of total 200 copies of questionnaires were collected and the number of questionnaire used for empirical analysis was 76 copies. The main results of the study are summarized as below. First, Hypothesis 1 "shipping service firm's perceived relational benefits has a positive impact on the switching barrier" was supported by this study. Second, Hypothesis 2 "shipping service firm's perceived relational benefits has a positive impact on the loyalty" was supported in this research. Finally, Hypothesis 3 "switching barrier has a positive impact on the customer's loyalty" was also supported. Further research can be extended by adding more questionnaires including more shipping service firms all over the nation.

• Journal of the Korean Operations Research and Management Science Society
• /
• v.36 no.4
• /
• pp.81-89
• /
• 2011

In recent business environments, the competition among firms is shifting from the competition based on individual firm only to the competition based on alliance of firms. This is because it is not easy for a firm to perform all functions which consumers want. Thus, it is more effective to combine core competencies of different firms based on a strategic partnership. It is essential to establish a strategic partnership and this strategic partnership is a key success factor in PSS(Product-Service System) which combines products and services. In this paper, we propose a profit sharing model for PSS partnership. We first analyze customer's utility using Cobb-Douglas utility function and then propose the PSS profit sharing ratio considering functionalities and cost structures based on the combination ratio of PSS. This paper helps firms to develop partnership strategies for PSS.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
• /
• 2015.10a
• /
• pp.732-733
• /
• 2015

The purpose of this study is to investigate the relationship between customer satisfaction and finncial performance in It service firm. We studied financial performance by national customer satisfaction index. we provide that customer satisfaction effect financial performance positively.

• 한국산학경영학회:학술대회논문집
• /
• 2006.06a
• /
• pp.103-123
• /
• 2006

Resources circulation logistics factor has come to be one of the most important concerns in today's business due to the need for conscious use of limited resources and the greenhouse effects. The purpose of this study was to propose strategic approaches to improve firm's competitive advantages by exploring the logistics practices that increase firm's logistics performance and reduce environmental problems at the same time. In doing so, we reviewed past literature on Resources circulation logistics factor, logistics operation level, and firm's logistics Performance, and then developed a conceptual model and researchable hypotheses, Survey data were collected from manufacturing companies to test the hypotheses. Survey data included the variables of Resources circulation logistics factor, logistics operation practices, and firm's performance. Firm's performance was measured by customer service and logistics costs.

• Asia-Pacific Journal of Business
• /
• v.11 no.3
• /
• pp.185-198
• /
• 2020

Purpose - The purpose of this study is to examine the effect of performance-related pay on gender labor productivity differences theoretically and empirically. Design/methodology/approach - This study analyzes the Principal-Agent model in which a firm employes many male and female workers under moral hazard, and uses large survey data from Survey of Business Activities of MDIS (MicroData Integrated Service) in Korea. The fixed-effect model is employed in order to analyze the data. Findings - The theoretical result is that, after performance-related pay is offered to workers, the effect of performance-related pay on gender productivity is determined by whether the female ratio within firm affects firm's performance(such as revenue and profit) per capita. The empirical result is that, before performance-related pay is provided for all workers, the firm's female ratio does not affect firm's revenue and profit per capita at all, but after it is offered, the female ratio positively affects firm's performance per capita. Research implications or Originality - Fixed pay does not bring about the difference between male and female productivity, but performance-related pay affects female productivity more positively than male productivity in Korean firms. It means that female workers are more sensitive to incentives than men in Korea.

• Knowledge Management Research
• /
• v.17 no.2
• /
• pp.1-26
• /
• 2016

As entry barriers at the legal service market in Korea have been recently lifted, the legal service market has dramatically changed from a seller's market to a buyer's market. Externally, the Korean legal service market has been open to foreign law firms and internally, lawyers graduating from law schools have been increasing. In addition, as even the general public can easily access, through the official sites of government organizations, to the basic legal information such as laws and judicial precedents, the degree of information asymmetry has also decreased. These phenomena require the legal service industry to be a more client-oriented and more quality-oriented one. Having said that, legal service providers also need to continue to make strenuous efforts to measure and improve the service quality from the customers' perspective. Under these circumstances, this study introduced a certain type of model which may be of help of measuring and improving the quality of legal service of law firms, in particular, with a focus on those firms providing corporate legal service. This study used a Quality Function Deployment (QFD) in order to measure and thereby improve the quality of corporate legal service in the law firm industry. Above all, this study showed, by using SERVQUAL, each and every service attributes of quality measurement of the corporate legal service and also calculated the degree of importance of service quality at each process of providing corporate legal service. Next, this study introduced all supporting factors necessary for the provision of corporate legal service and calculated the degree of importance of each and every supporting factors in the service process. This study may be of help to provide the substantial and systematic approaches to the corporate legal service providers who would like to set up a certain methods of measuring and further improving the quality of corporate legal service from the customers' perspective.

• Journal of Digital Convergence
• /
• v.16 no.4
• /
• pp.117-126
• /
• 2018

The purpose of this study is to investigate the effect of the consulting firm's professionalism on the business performance of the consulting client firm, the quality of the consulting service quality and the consulting participation of the service company. The purpose of this study is to find out how to improve the quality and participation of consulting firms. The results of this study can be summarized as follows: respondent, empathy, tangibility, certainty, and reliability have a significant influence on the hypothesis that the consulting firm's expertise will affect the management performance through mediating service quality. In addition, it was confirmed that the higher the participation of client firms, the more significant the management performance was. In order to further improve management performance through consulting, active involvement of client firms is suggested. It is believed that studying the characteristics that can increase the participation in the future can lead to meaningful implications.

• Journal of Korea Port Economic Association
• /
• v.28 no.3
• /
• pp.91-110
• /
• 2012

In the modern management literature, knowledge has been recognized as a new strategic resource enabling a firm to create its competitiveness. Shipping companies under fierce competitive structure need to pay attentions to the utility of knowledge management. A shipping firm may develop its unique service capability by classifying, sharing, and transferring the data, information and knowledge obtained from both inside and outside its global service network. The current study attempts to analyze influential relationships between liner shipping firms' knowledge management and service capabilities. In order to achieve this goal, this study designed a knowledge chain model measuring shipping companies' knowledge management levels and tested its validity and reliability based on a total of 80 replied questionnaires from national and foreign liners. The empirical result presents that supportive and primary activities composing a knowledge chain could exert significant positive influences on the enforcement of shipping service capabilities. This research shows that the utility of knowledge management is adoptable in the maritime industry, and recommends that shipping firms should recognize strategic importance of knowledge and actively pursue knowledge management at an entire firm level.

• Journal of information and communication convergence engineering
• /
• v.9 no.6
• /
• pp.775-779
• /
• 2011

As the technology of multimedia sensor networks is desired in large numbers of applications nowadays, real-time service becomes one of the most important research challenges. Even though lots of related works have been conducted to meet this requirement in several ways, the specific traffic model for real-time has not been taken yet. Thus, it causes lack of adaptability of those approaches in real deployment. To solve this problem, in this paper, we model the application via (m,k)-firm streams which have weakly hard real-time property. And then, a novel forwarding scheme based on modified DBP (Distance-Based Priority) is proposed by considering local-DBP and stream DBP together. Local-DBP can contribute to identify the detailed causes of unsatisfied quality, that is, network congestion or wireless link failure. Simulation results reveal that (m,k)-firm is a good traffic model for multimedia sensor networks and the proposed scheme can contribute to guarantee real-time requirement well.