• Journal of Korean Society for Quality Management
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• v.28 no.4
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• pp.161-183
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• 2000

This empirical research examines the effects of organizational service-orientation on business performance such as employee satisfaction, customer satisfaction and financial performance comprehensively. The service-orientation has been considered very importantly for delivering excellent service quality and customer value in many existing studies. Also service type's arbitrating effects on the relationship between service-orientation factors and business performance are investigated in this research. The data were collected from employees in hospitals and fast-foods with the questionnaire. And the several statistical methods were used for analysing. Consequently we could find that the comprehensive service-orientation factors gave the significant effects on the business performance. And service type's arbitrating effects sere apparent. It was revealed that the customization of service package and the customers' influence on service process must be considered as the important variables which have the significant effects on business performance.

• Management & Information Systems Review
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• v.25
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• pp.1-34
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• 2008

This empirical research examined the effects of organizational service orientations on business performance since the service orientations had been considered very importantly for delivering excellent service quality in many studies. The purpose of this study was to investigate the relationships among service orientations, customer orientations, employees' job satisfactions and business performance in medical service organizations. A model and hypotheses on the basis of this model were developed. And data from employees in medical service organizations were collected using questionnaires. Respondents were asked to related variables of their organizations. A total of 217 questionnaires collected were used to test hypotheses. The results obtained were as follows; first, service orientation factors had a positive significant effect on customer orientations, employees' job satisfactions and business performances. Second, employees' job satisfaction had a positive significant effect on their customer orientations. Third, customer orientations and employees' job satisfactions had a positive significant effect on business performances. Thus, it is advisable for managers or operators to emphasize service orientations in medical service organizations. This study is specific to ambulatory service in a medical service organizations, so generalizing the results to other area may not be possible. Although this study may help to guide the roles of service orientations, customer orientations, employee satisfactions and business performances in medical service organizations, future studies should consider other relative variables.

• Journal of Distribution Science
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• v.13 no.9
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• pp.29-36
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• 2015

Purpose - The purpose of this study is to examine the influence of effective role-play and training on employee education satisfaction and customer orientation. Evidence of the suggested objective is obtained by monitoring the effectiveness of hotel service training. Research design, data, and methodology - Data were collected from 280 role-play sessions performed in a Korean Hotel and examined using a frequency analysis, reliability/validity assessments, correlation analysis, and regression analysis using SPSS 19.0. Results - 1) Entrepreneurs and training instructors should enthusiastically apply service education in order to enhance each employee d evaluation in terms of customer satisfaction and customer orientation. 2) The most effective factor on customer satisfaction and orientation is the instructor's qualifications. 3) Since a higher level of education-training satisfaction leads to better customer orientation, effective education-training is essential to achieve this result. Conclusions - The study was able to obtain practical evidence that can confirm that service education-training through role-play positively affects employee customer service orientation. In future advanced research on training effects on customer orientation, various internal factors of a business should also be considered.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.18 no.5
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• pp.524-530
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• 2017

There has recently been increased recognition of the significance of internal marketing activity towards hospitals; however, few studies have investigated internal marketing towards hospitals. Therefore, this study was conducted to examine the impacts of internal marketing and service orientation on hospital image and to focus on the moderating effect of self-efficacy. The main results were as follows. First, empowerment, education training, and leadership of internal marketing positively affect service orientation, with leadership having the greatest influence. Conversely, internal communication and reward do not affect service orientation. Second, service orientation positively affects hospital image, indicating that an influencing relationship between the two factors is formed. Third, the moderating effects of self-efficacy towards the relationship between internal marketing and service orientation is not significant an alpha level of 0.05. However, overall internal marketing in the high group of self-efficacy has a greater effect on service orientation than that in the low group. Thus, the managers should enhance internal marketing and service orientation to increase hospital image, and motivate employees to have self-efficacy.

• Journal of the Korean Society of Clothing and Textiles
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• v.25 no.6
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• pp.1057-1068
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• 2001

The purpose of this study was to clarify service quality of apparel stores and find out related variables. The related variables are contained customer's characteristics (shopping orientation, demographic characteristics), store types and store patronage behavior in apparel store. The subjects selected for the final analysis were 363 females aged from 20 to 59 who lived in Taejon. And the data were collected using a questionnaire and analyzed through factor analysis, ANOVA, cluster analysis, regression, Duncan test, Tukey test. The results of this study were as follows; 1. Services quality of apparel stores consisted of seven dimensions ; ability of salesperson, belief in policy, convenience of facility, attractiveness of physical environment, convenience of using credit cards, convenience of space movement. and apparence of salespeople. 2. Shopping orientation consisted of four dimensions; recreational shopping orientation, rational shopping orientation. convenience-oriented shopping orientation, price-conscious shopping orientation. Shopper types consisted of three dimensions ; recreational-economical type shopper, rational type shopper, convenience-oriented type shopper. Significant relationships were found out between those shopper types and service quality. Significant difference was caused by demographic characteristics(age, marital status, education, income. job) except for places of residence and service quality. 3. The significant difference was found out between store types and service quality. 4. Service quality(ability of salespeople. belief in policy, convenience of facility, convenience of using credit cards. apparence of salespeople) were influenced store patronage behavior.

• Safety and Health at Work
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• v.9 no.4
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• pp.441-446
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• 2018

Background: The emotional labor performed by organization members affects psychological well-being at the individual level, which consequently affects results at the organizational level. Moreover, despite evidence that the customer orientation and service level of nurses greatly affect hospital management, studies that comprehensively analyze emotional labor, work burnout, and work engagement related to customer orientation and service level are lacking. This study investigated relationships and paths by designing a model of the effect of emotional labor performed by nurses on the level of service delivery and customer orientation. Methods: This survey-based study was based on a path analysis designed to verify a hypothesized model involving emotional labor performed by nurses, level of service delivery, customer orientation, work engagement, and burnout. Questionnaires were distributed to 378 nurses in general hospitals with more than 500 beds located in Seoul, Republic of Korea, between March 25 and April 8, 2013. Results: The results showed that deep acting and work engagement had direct and indirect effects on increasing the level of service delivery and customer orientation of nurses. However, surface acting had an indirect effect on reducing the level of service delivery and customer orientation. Conclusion: It would be more effective to develop interventions to enhance deep acting and work engagement than to attempt to reduce surface acting and work burnout in clinical nursing settings.

• 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.

• Information Systems Review
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• v.18 no.4
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• pp.43-67
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• 2016

Although many studies have stressed the importance of technology in service innovation, the roles of technology in service innovation are at the center of debates in the service innovation literature. One major research stream regards technology as a trigger for other innovation based on resource advantage theory. Conversely, another major stream considers it as an enabler of other innovations based on complementary theory. The contradictory situation induces the necessity to better understand the role of technology in service innovation. Therefore, this study aims to identify the role of technology in service innovation. This study investigates the role of technology in service innovation based on a service innovation orientation framework. Four service innovation orientations (i.e., service creation, service delivery, customer interaction, and technology) are identified on the basis of Den Hertog's 4D model. This study proposes a research model that examines the indirect effect of technology orientation on innovation performance through the service creation and service delivery orientations, and the effect of technology orientation on firm performance as a moderator between customer interaction orientation and firm performance. Based on empirical data from 193 knowledge-intensive business service firms in Korea, we explain the role of technology in service innovation. The results indicate that technology orientation influences both service creation and service delivery orientations as an antecedent but customer interaction orientation as an enabler. The three service innovation orientations, which are directly and indirectly influenced by technology orientation, positively affect firm performance. The findings also show that the role of technology is different depending on the type of service innovation orientation in this study.

• Journal of the Korea Safety Management & Science
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• v.18 no.4
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• pp.139-149
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• 2016

Service industry can be divided largely into commercial industry, banking industry, insurance industry, advertising industry, and tourism industry. Of these, banking industry is playing an essential role as it constitutes the backbone of economy. Banking industry, which belongs to financial industry, is sensitive to external environment. In this kind of industry, internal dynamics of an organization is very important. The purpose of this research is to find out what kind of influence the relation of internal dynamics perceived by members of Nonghyup organization has on customer orientation via quality of internal service. For the purpose, we have reviewed preceding studies on variables that affect customer orientation and developed a measuring tool in a form that fits banking organizations. Internal service quality, job satisfaction, and organizational immersion which play a mediating role in the model of this research not only turned out to have a significant influence on customer orientation, they also turned out to have the strongest influence. This research has academic significance as it carried out a research with an emphasis on variables that affect customer orientation of members of Nonghyup organization. Regarding practical significance, it was intended to present useful data that can be utilized for an analysis of internal service quality management and capability of human resource management.

• Journal of Distribution Science
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• v.14 no.2
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• pp.123-133
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• 2016

Purpose - Understanding how service convenience drives shopping performance is imperative for retailers such as department and large discount stores. Retailers have to enhance shopping productivity by reducing the costs of shopping, as convenience triggers customers' perceived shopping value, leading to customer satisfaction, and ultimately patronage behavior. Consumers, generally considering time as a scarce resource, are more sensitive to the time costs of tasks in regard to shopping trip, differently from forming perceptions of convenience in time orientation. Therefore, this study attempts to examine the moderating effects of consumers' time orientation on the relationships among service convenience of retailers and shopping performances such as shopping value and service performances. Research design, data, and methodology - The department and discount store chains were chosen as the point of analysis in this study. Data were collected from a survey of real-life consumers and all respondents were screened to ensure only those who had visited in the department and discount store chains within past six month prior to the day of data collection. Out of 600 self-reported surveys that were distributed, a total of 530 responses were returned and after excluding 20 incomplete responses, the final sample size was 510. The three hypotheses were proposed and tested in this study. The one hypothesis was on the moderating effects of time orientation for the effects of service convenience on shopping value (hedonic and utilitarian shopping value). The other two hypotheses were on the comparisons between high and low time-oriented customers with the effects in shopping value from service performance. Hierarchical moderated regression analysis was used to test the hypotheses. Results - The results suggest that the effect of service convenience on utilitarian shopping value and the positive effect of utilitarian shopping value on customer satisfaction are greater in low time orientation than high time orientation customers. Conversely, when customers are highly oriented toward time, the effects of hedonic shopping value on customer satisfaction and revisit intention are greater than for customers who are lowly oriented toward time. Conclusions - This study has two-fold significance. First, this study contributes to the consumer behavior and services marketing literature by incorporating customers' time orientation into the service convenience-shopping performance. Although the effect of service convenience on shopping performance might differ from customers' perceptions concerning shopping, there has been little investigation or comparison between customers' perception on time. This study is a first attempt to consider how the effects of service convenience on shopping value and service performance vary with differing levels of customers' time orientation. This study advances prior studies by showing that the service convenience-shopping value and service convenience-service performance relationships vary across different combinations of the customer's time orientation. The findings of this study suggest that the retailers need to enhance the experiential aspects of the stores for their high time-oriented customers. Conversely, for the low time-oriented customers, the retailers should boost the visual distinctiveness and ease of store navigation.