• Asia Marketing Journal
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• 제11권3호
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• pp.225-249
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• 2009

현대해상화재보험은 내부고객 특히 접점 종업원들의 중요성을 인식하고 내부고객을 만족시킴으로써 외부고객 만족도를 높이고자 하는 노력을 지속적으로 기울여왔다. 그러한 노력의 결과로 대부분의 경쟁사들이 매출 감소를 경험하고 있는 어려운 시장 환경 속에서도 지속적인 성장을 거둠으로써 고객만족 경영의 모범을 보여주고 있다. 본 사례에서는 현대해상화재보험이 실행한 내부마케팅 전략들을 자세히 살펴봄으로써 종업원들을 대상으로 한 내부 고객만족이 어떻게 외부고객 만족과 연결되는지 확인하고, 시사점과 향후 과제를 제시하였다.

• 한국항공운항학회지
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• 제25권1호
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• pp.11-22
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• 2017

Aviation/tourism industry has a unique characteristic of high inter-dependance between customer and service-provider. It is the mental condition of service-provider that could influence on the attitude of the service-provider. Thus, it is important to manage the mental condition of the service employees to enhance a company's financial performance. This paper tries to analyze the combined model of both policy acceptance and service profit chain(SPC) models. First, service policy acceptance model tells how the service policy acceptance, which consists of policy compliance, trust, participation and policy failure, would influence on SPC model. According to empirical research, it was found that both the employees' policy compliance and the policy trust have a positive significant impact on their participation on service policy. In the policy acceptance model, the employee's voluntary participation based on their trust and compliance of the policy was proven to have a positive effect on increasing job satisfaction and customer orientation. Regarding SPC model, their participation in the policy had the strongest impact among variables on customer orientation. Such results implies the employees' participation on the policy could become the starting point to enhance the customer value.

• 유통과학연구
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• 제20권12호
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• pp.89-98
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• 2022

Purpose: Due to the rapid growth of e-commerce in Thailand, the operational excellence of distribution service providers has been elevated. Thus, this research investigated the key drivers of operational performance of e-commerce distributors in Thailand. The research contains key variables: the analytics capabilities of an organization, supply chain disruption orientation, innovation capability, and operational performance. Research design, data, and methodology: An online survey is administered to top managers and key personnel (N=425) employed for at least one year in Thailand's top five e-commerce distributors. The sampling methods were conducted using purposive sampling, quota sampling, and convenience sampling. Confirmatory Factor Analysis and Structural Equation Model were applied to analyze and confirm the model's goodness-of-fit and hypothesis testing. Results: The findings reveal that an organization's analytics capabilities significantly affect supply chain disruption orientation and supply chain resilience. Furthermore, operational performance is affected by supply chain disruption, supplier quality management, and innovation capability. Nevertheless, supply chain resilience and digital supply chain have no significant effect on operational performance. Conclusions: The results imply that supply chain digitalization could drive higher operational performance. Distribution businesses are encountering transformation and disruption, which should address the high level of a digital supply chain, innovation, and quality management to maximize their profit margin and delivery service quality.

• Journal of Information Technology Applications and Management
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• 제22권2호
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• pp.43-70
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• 2015

Concerns have been growing about whether domestic internet protocol television (IPTV) can establish a solid foothold in the pay TV market, largely because of the lack of IPTV-only content and service differentiation. It has been difficult for IPTV providers to attract valuable PPs (program providers) to strengthen their positions, and IPTV providers have invested much money into procuring content. To survive this difficult situation, IPTV providers need to reappraise their profit sharing methods and content distribution structure to facilitate the expansion of their subscriber base. This can be done by attracting valuable PPs to IPTV providers and securing extra revenue by distributing more content for their PP partners. The IPTV industry has a different structure and value chain from the digital cable industry. Moreover, profit sharing schemes among participants in the IPTV industry are complicated. Thus it is essential to analyze the criteria for profit sharing, the selection of attributes in profit sharing, and their cause-effect relationship in developing fair pricing for broadcast content in the IPTV industry. This study introduces the attributes that need to be considered for the pricing of content and profit sharing among IPTV providers and PPs. In addition, this study uses system dynamics to analyze the relationship among those attributes along with additional associated factors for the pricing of content.

• KSII Transactions on Internet and Information Systems (TIIS)
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• 제15권12호
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• pp.4364-4384
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• 2021

The dynamic network state and the mobility of the terminals make the service function chain (SFC) orchestration mechanisms based on static and deterministic assumptions hard to be applied in SDN/NFV mobile edge computing networks. Designing dynamic and online SFC orchestration mechanism can greatly improve the execution efficiency of compute-intensive and resource-hungry applications in mobile edge computing networks. In order to increase the overall profit of service provider and reduce the resource cost, the system running time is divided into a sequence of time slots and a dynamic orchestration scheme based on an improved column generation algorithm is proposed in each slot. Firstly, the SFC dynamic orchestration problem is formulated as an integer linear programming (ILP) model based on layered graph. Then, in order to reduce the computation costs, a column generation model is used to simplify the ILP model. Finally, a two-stage heuristic algorithm based on greedy strategy is proposed. Four metrics are defined and the performance of the proposed algorithm is evaluated based on simulation. The results show that our proposal significantly provides more than 30% reduction of run time and about 12% improvement in service deployment success ratio compared to the Viterbi algorithm based mechanism.

• 대한안전경영과학회지
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• 제4권2호
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• pp.71-81
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• 2002

Today's environment of enterprise is changing. They have to face customer' demands with the right product, the right service and supply them at the right time. And also cut down logistics and inventory cost and bring up the profit as much as they can. This means the change of putting enterprise first in importance to putting customer first importance. therefore to correspond to customer's demand, shorting lead time is becoming a essential condition. The answer to this changes of environment is supply chain management. In the Supply chain, The ATP function doesn't only give customers to conformation of delivery. It can be used by the core function with ATP rule that can reconcile supplies and demands on the supply chain. Therefore We can be acquire the conformation about on the due date of supplier by using the ATP function of management about real and concurrent access on the supply chain, also decide the affect about product availability due to forecasting or customer's orders through the ATP. In this paper, It consolidates the necessity on a CTP and analyzes data which is concerned of ATP. Under the these environments, defines the ATP rule that can improve the customer value and data flow related the LTV(Life Time Value) and builds on a algorithm.

• 대한안전경영과학회지
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• 제3권1호
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• pp.35-44
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• 2001

Today's environment of enterprise is changing. They have to face customers' demands with the right product, the right service and supply them at the right time. And aIso cut down logistics and inventory cost and bring up the Profit as much as they can. This means the change of putting enterprise first in importance to putting customer first in importance. therefore to correspond to customer's demand, shorting lead time is becoming a essential condition. The answer to this changes of environment is supply chain management In this study, we use Goldratt's drum-buffer-rope scheduling in between manufacturer and supplier. And when shortage of inventory occur, search for the supply chain's CCR. Pressing CCR for more production, and supply Inventory from logistic center to guide for inventory buffing. using logistic warehouse between manufacturer and supplier, can execute function of buffer.

• 한국조리학회지
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• 제18권5호
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• pp.63-79
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• 2012

본 연구의 목적은 서비스이익사슬 모형을 국내외식업에 적용하여 내부서비스품질, 직원만족, 조직몰입 등의 직원 구성개념들과 서비스 가치, 고객만족, 고객충성도 등의 고객 구성개념들 간의 관계를 살펴보고, 효과적인 외식기업 경영전략을 제시하는 것이다. 전술한 목적을 수행하기 위하여, 본 연구는 한국음식업중앙회와 협의한 결과, 대구광역시지회에서 연구 참여의사를 밝혔고, 그 결과 51개 외식업체가 참여의사를 밝혔고, 최초 표본으로 추출되었다. 또한, 다른 레스토랑의 소개를 부탁하는 스노우볼 샘플링 방법으로 49개 외식업체를 추가 선정하여 최종 100개 외식업체의 직원과 고객이 조사되었다. 직원설문지 741부와 고객설문지 970부가 최종분석에 사용되었다. 분석결과, 내부서비스품질의 요인들 중 팀워크와 커뮤니케이션이 직원만족에 유의한 영향을 미치는 것으로 나타났고, 직원만족은 조직몰입에 유의한 영향을 미치는 것으로 나타났으며, 조직몰입은 고객의 지각된 가치에 유의한 영향을 미치는 것으로 나타났다. 또한, 지각된 가치는 고객만족과 충성도에 유의한 영향을 미치는 것으로 나타났고, 고객만족은 충성도에 유의한 영향을 미치는 것으로 나타났다.

• 산업경영시스템학회지
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• 제46권2호
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• pp.82-101
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• 2023

This study is to identify the maintenance service quality of eco-friendly cars, which are rapidly increasing recently. Research is conducted by synthesizing research from the perspectives of internal employees and external customers by using the service profit chain model. Specifically, it is to study the overall structural relationship between internal customer satisfaction, physical quality, interaction quality, outcome quality, external customer satisfaction and long-term orientation. For the study, 202 questionnaires were collected from internal employees and 204 questionnaires from external customers. The results of testing the research hypotheses targeting the internal employee group are as follows. As a result of testing hypothesis 1, internal customer satisfaction has a significant positive (+) effect on physical quality and interaction quality. As a result of testing hypothesis 2, the service quality of eco-friendly car maintenance has a significant positive (+) effect on each other. As a result of testing hypothesis 3, physical quality and outcome quality have a significant positive (+) effect on external customer satisfaction. The results of testing the research hypotheses targeting an external customer group are as follows. As a result of testing hypothesis 2, in the relationship between eco-friendly car maintenance service quality, physical quality has a significant positive (+) effect on interaction quality, and interaction quality has a significant positive (+) effect on outcome quality. As a result of testing hypothesis 3, interaction quality and outcome quality have a significant positive (+) effect on external customer satisfaction. As a result of testing Hypothesis 4, external customer satisfaction has a significant positive (+) effect only on intention to reuse. Finally, as a result of examining the difference in perception between the internal employee group and the external customer group in eco-friendly car maintenance service quality and external customer satisfaction, it was verified that there was a significant difference only in outcome quality and external customer satisfaction.

• 한국컴퓨터정보학회논문지
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• 제21권3호
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• pp.113-121
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• 2016

In this study, the basic concept of service profit chain was introduced based on the existing studies related to service quality of airline ground crew to find out how are customer satisfaction influenced by factors related to employees who provide service quality to the customers, such as internal service quality and job satisfaction. The data of this study was collected by questionnaire and based on airline ground crews and Gimpo international airport users. A total of 190 of airline ground crew and 273 of passengers validity sample was analyzed a frequency analysis, reliability analysis, exploratory factor analysis and correlation coefficient analysis from SPSS 21, a hypothesis through out confirmatory factor analysis and structural equation modeling from AMOS 7.0. As a result of the analyses, it was found that the models was appropriate in proving the hypotheses on interrelationships among internal service quality, job satisfaction and customer satisfaction. Overall, finding of this study enhance the theoretical progress on the experiential concept in walking tour and offer important implication for airline industry marketers.