• 품질경영학회지
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• 제46권3호
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• pp.695-706
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• 2018

Purpose: This study investigates success factors of ENEX which is a leading company in the kitchen furniture industry in South Korea, based on the perspective of customer satisfaction and corporate social responsibility. ENEX has grown to a successful mid-sized firm with competitive technology as a result of pursuing customer-oriented management since its establishment in 1971. Methods: Recognizing the importance of customer satisfaction, this study analyzed several cases of customer-oriented management of ENEX and interpreted their findings. Results: The successful embedment of customer satisfaction DNA in the whole organization is a major success factor of ENEX. It has been applying 7 WISE policy to all business processes from the product development to after-service to create customer value. Also, top management has fully exercised leadership to make customer-oriented organization, leading to ENEX being a competitive firm to provide products and services which can impress customers. Conclusions: ENEX has conducted various social activities based on corporate social responsibility. This study would also provide meaningful insights to understand the importance of customer-oriented management.

• The Journal of Asian Finance, Economics and Business
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• 제8권11호
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• pp.67-77
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• 2021

The aim of this study is to investigate the role of employee engagement as a mediator between the High-Performance Work System and the Service-Oriented Organizational Citizenship Behavior (Service-Oriented OCB). Furthermore, work-life balance as a moderator, the impact Service-Oriented OCB on customer satisfaction will be investigated. This study employs a quantitative methodology for which questionnaires were distributed to sixty restaurants in Karachi, and a sample of 418 responses was collected for structural equation modeling analysis. Smart PLS software was used to analyze the structure model. The results show that HPWS has a positive impact on Service-Oriented OCB. It is assumed that the role of work engagement as a mediator between HPWS and Service-Oriented OCB is significant. This study found that Service-Oriented OCB has a positive impact on customer satisfaction. Work-life balance was also found to have a moderating influence. The findings confirmed the black box mechanism and the HPWS procedures in restaurants. This study suggests implementing effective HPWS practices to influence employees' work engagement, which leads to Service-Oriented OCB and employees being able to optimize their performance to influence customer satisfaction. The study contributes to the existing body of knowledge in human resource management.

• 한국병원경영학회지
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• 제16권3호
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• pp.115-132
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• 2011

Prior research in medical service field have mainly focused on service quality, satisfaction, and choice attributes of hospital. However, a little research has been done on "Which service quality attributes are more preferred by customer motivation(customer regulatory focus)". This study examines how regulatory focus affects the structural impact relationships of service quality and emotion(quiescence) on perceived value in medical service context. Especially, this research draws the moderating effects of regulatory focus between medical service quality, emotion, and perceived value. The Results were summarized as follows: The relative impacts of medical service quality on customer emotion are different depending upon the regulatory focus. Hospital reputation is shown to be more important factors in prevention-oriented customer, while physical environment is the case in promotion-oriented customer. The relative impacts of medical service quality and emotion on perceived value are different depending upon the regulatory focus. Hospital reputation, convenience, and accessibility are shown to be more important factors in promotion-oriented customer, while physical environment is more important in prevention-oriented customer. Also, emotion has a positive influence on perceived value in prevention-oriented customer, whereas the effect of emotion is not significant in promotion-oriented customer.

• 유통과학연구
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• 제22권2호
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• pp.95-102
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• 2024

Purpose: This study systematically examined the concept of digital selling readiness of salespeople. Additionally, this study empirically confirms the sequential mediating roles of digital literacy and salesperson self-efficacy in the impact of digital selling readiness on customer-oriented behavior. Research design, data, and methodology: We collected data from salespeople at a Bank and Financial Service firm in South Korea. A total of 254 salespeople were invited to participate, with 154 surveys returned. After removing the questionnaires with missing values, 150 complete surveys were employed for the analysis. Results: The empirical analysis indicates that digital selling readiness positively affects digital literacy. Digital literacy, in turn, is positively associated with self-efficacy, leading to increased customer-oriented behaviors among salespersons. This study also confirms the sequential mediating effects of digital literacy and self-efficacy in the impact of salespeople's digital selling readiness on customer-oriented behavior. Conclusions: Our research deepens the understanding of how digital selling readiness fosters customer-oriented behavior through the sequential mediating effects of digital literacy and self-efficacy. This study extends the previous model by sequentially involving digital literacy and self-efficacy to better understand the psychological processes of digital selling. The results highlight the role of digital selling readiness in preparing salespeople for digital sales.

• Asia Marketing Journal
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• 제18권2호
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• pp.1-23
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• 2016

People receive support from others to solve problems that are difficult to solve on their own. During service encounters, customers also receive help from other customers. Inter-customer helping is a type of Customer Citizenship Behavior (CCB), which has become more prevalent with increased use of self-service technologies (SSTs). However, not all helps are created equal. The current research investigates the effects of the two types of help, autonomy- and dependency-oriented help during service encounters. Autonomy-oriented help refers to a partial hint to the problem, whereas dependency-oriented help refers to the full solution to the problem. Through experimental studies, we provide evidence that depending on the types of help received during service encounters, customers show different levels of satisfaction toward the firm. The results from Studies 1A and 1B show that autonomy- (vs. dependency-) oriented help leads to higher customer satisfaction. In addition, the current research demonstrates the mechanism for such effect. The results from Study 2 show that the relationship between the types of help and customer satisfaction is mediated by instrumentality and anxiety, which represent cognitive and affective paths respectively.

• 유통과학연구
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• 제15권1호
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• pp.105-114
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• 2017

Purpose - Recently, domestic pharmaceutical market is growing steadily, but top-tier companies are concentrating on sales growth. In this market, SMEs, which account for more than 80% of the entire market, suffer from the problem of lower margins and increasing inventory costs. According to the government's policy changes related to pharmaceuticals, it is pointed out that the management of existing customers and the control of salespeople are important issues for pharmaceutical companies. This study investigates the effect of the control system on the salesperson in domestic pharmaceutical distribution channel on customer-oriented selling behaviors and sales performance. Research design, data, and methodology - To verify the proposed research model and test hypotheses, the authors selected 244 MR(medical representatives)'s responses which have currently relationship with doctors or pharmacists. This study carefully investigated the reliability, content validity, convergent validity, and discriminant validity of the proposed model. Results - The authors find out the following results: capacity control, activity control, and self control have positive effects on customer-oriented selling behaviors and customer-oriented selling behaviors have a positive effect on sales performance. In addition, we present alternative model to check the direct effect between the control systems and the sales performance, but control system factors except self control have no direct influence. Conclusions - First of all, competency control and activity control increases the customer-oriented selling behavior of the salesperson. This means that the salesperson's sales skill, negotiation skill, customer access skill, presentation ability, monitoring, direction and evaluation are important and it is also important to control activities to check the number of visits to customers, report preparation, and customer service etiquette. Second, the fact that self-control of salesperson affects the customer-oriented selling behavior suggests that self-control is not controlled by external factors but rather establishes short/long-term goals. Therefore, it is important for sales organization to create an environment in which members can induce persistent incentives for self-control. Finally, output control did not affect customer-oriented sales behavior, which is less likely to form confidence or motivation to MRs when output control is perceived as a means of monitoring, supervising, or controlling rather than providing information to salespeople.

• 품질경영학회지
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• 제41권2호
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• pp.301-322
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• 2013

Purpose: This study aims to determine the needs of customers who use railroads as a mode of transportation and propose customer-oriented improvements in railroad technology by making connections between customer needs and railroad technology. Methods: We primarily used two methods for this study, AHP and QFD. First, AHP was used to evaluate the relative importance among the different components of railroad technology. Second, the QFD was applied to make a link between customer needs and railroad technology. Results: Railroad technology is largely divided into development, maintenance, and support. Empirical results showed the following improvement priorities in development, vehicle, system, line, signal/communication, power, and structure, in maintenance, vehicle, signal/communication, line, process, power, and structure, and in support, safety/precaution, management, environmental energy, operations/logistics, and station. Conclusion: Recognizing limitations in measuring the level of railroad technology when using the existing 'Technology Growth Model,' we used AHP and QFD to explore improvement directions for customer-oriented railroad technology. By offering customer-oriented services based on this study, railroad service providers will be able to acquire competitive advantage in the market.

• 유통과학연구
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• 제15권7호
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• pp.61-71
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• 2017

Purpose - This study empirically analyzed the effect of the customer orientation in Insurance Salespersons on the perceived referral risk and referral intention. In the empirical study, we try to provide suggestions for reducing the perceived referral risk of customer oriented selling activities and improving the referral intentions according to customers' tendencies. Research design, data, and methodology - Data collection was conducted through the convenience sampling method for customers who had insurance coverage for about two months from March to May 2015. A total of 700 copies were distributed and 670 copies (95.7% recovery) were collected. Finally, 661 copies were used for final analysis. With the IBM PASW 22.0 statistical program. The interaction effect for the hypothesis test was generated by multiplying the average centralized independent variable and the control variable, and the average centralization variable was used to minimize the multi-collinearity problem of the interaction effect between the independent variable and the control variables. Results - Hypothesis 1 was adopted because the effect of customer-oriented selling activities on perceived referral risk were significantly negative. The effect of customer orientation on perceived referral risk is affected by innovative tendency, risk-taking tendency, and interpersonal tendency Interaction effect was observed. Therefore, Hypothesis 2-2, Hypothesis 2-3, Hypothesis 2-4 were adopted. The effect of customer-oriented selling activities on referral intention was significantly positive, and Hypothesis 3 was adopted. The effect of customer orientation was influenced by the interaction effect of innovative tendency. Therefore, only Hypothesis 4-2 was adopted. Finally, the effect of perceived referral risk on referral intention was significantly negative and hypothesis 5 was adopted. Conclusions - This study suggests that it is important for the salespeople to grasp the customers' propensity in consideration of the perceived referral risk and referral intention according to the moderating effect of customer orientation. In this study, we showed that customer-oriented selling activities positively influence referral intention by inducing perceived referral risk in customers with stronger risk-taking tendencies. It is thought that it will be an important basic data in designing a customer's selling strategy or conducting selling activities.

• 산업공학
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• 제21권1호
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• pp.18-32
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• 2008

In recent, a general trend is observed towards more customized products and shorter product life cycles in manufacturing companies. In these companies, customers often wish to influence the product they order and to get a variant of product that meets their requirements. This environment is called as a customer-oriented manufacturing companies. This paper presents a procedure of product specification management for customer-oriented manufacturing companies by using product specification framework. This framework is founded on the product specification based product structure which is made of model, specification, function, and part. Also, a product specification management system(PSMS) is implemented by using the proposed product specification framework and is a core system in product data integration system. To illustrate an utilization of the proposed framework and procedure, a case of a ship engine product is applied. As a result, PSMS reduces delivery time and improves customer relationships. Moreover, the case shows that PSMS can be used as a tool for improving inter-department coordination within a company during product life cycle.

• 산업경영시스템학회지
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• 제30권4호
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• pp.141-154
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• 2007

Nowadays, customer-oriented manufacturing enterprises such as airplane, ship, ship engine, etc are knowledge-intensive and higher added value industries. In these companies, to quickly respond customer's order, a quotation management is a very important task. But, this task is very complex, time-consuming, resource- consuming, and difficult process because it is related with many departments within a company. In this paper, for the effective and efficient quotation management, the concept of product specification framework is introduced because a quotation BOM (bills of material) can be created from product specification. Also, this paper presents the product specification framework based quotation management process and implements the quotation management system for the ship engine division of 'H' company, one of customer-oriented manufacturing enterprises. As a result, the proposed quotation management concept reduced a lead time of drawing out quotations from $3{\sim}10$ days to 1 hour. And, the constructed quotation management system achieved a rapidity, accuracy, quality, and workload reduction of the quotation management process.