• Asia pacific journal of information systems
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• v.30 no.2
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• pp.228-251
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• 2020

This study attempts to examine the importance of social capital in customer service organizations and clarifies how translates into organizational performance through knowledge management activities. A survey was conducted with the customer service employees, and 256 questionnaires were used for an empirical analysis with smart partial least squares (PLS). The analysis found that relational capital had a positive effect on both the knowledge management components of knowledge sharing and knowledge conversion, while structural capital significantly influenced knowledge sharing. In addition, human capital positively affected knowledge conversion. Both knowledge sharing and knowledge conversion significantly influenced organizational performance. This study proposed a conceptual framework of social capital that influences organizational performance mediated by an organization's knowledge management activities. Based on the results, we suggest practical guidelines for managing social capital and recommend areas of improvement for customer organization's managers and employees.

• Asia Marketing Journal
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• v.20 no.3
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• pp.83-103
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• 2018

The purpose of this research is to investigate the effect of customer-contact employees support on service recovery efforts. Service companies should try to prevent the service failure situation from occurring, but it is realistic that the service failure occurs due to the characteristics of the service. Service recovery efforts of service providers are important because effective responses to service failures can enhance customer satisfaction despite service failures. Social support for customer-contact employees needs to improve service recovery efforts. Specifically, this study focuses on the mediation roles of job burnout and customer orientation in relationship between social support for customer-contact employees and service recovery efforts. Social exchange theory was used as the theoretical underpinning of the research model. Based on reciprocity principle, this paper suppose that support for customer-contact employees and service recovery effort are a kind of social exchange relationship. Social supports for customer-contact employees are categorized into internal and external organization. Internal organization is POS(perceived organizational support) and external organization is customer support. The research model was tested with the data gathered from the flight attendants whose emotional labor intensity was relatively high and the service failure frequently occurred. As a result of analysis, social supports for customer-contact employees classified into organizational support, supervisor support, and customer support are found to have differential impacts on job burnout and customer orientation. It has been found that job burnout of service providers is negatively affecting service recovery efforts. On the other hand, customer orientation of service providers has a positive influence on service recovery efforts. Based on the results of the analysis, we provide practical implications for effective service recovery efforts in service failure situations, and suggest the theoretical implications to explain the process of service recovery effort. Finally, limitations of the study and directions for future research are suggested.

• Journal of Korean Public Health Nursing
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• v.25 no.2
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• pp.209-220
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• 2011

Purpose: The study investigated the level of mutual cooperation among those engaged in public and private nursing and social welfare to understand contributing factors. Method: The subjects were 289 nurses and 279 social workers. The level of mutual cooperation between nurses and social workers was evaluated. taking into account related personal factors and organizational environmental factors. Results: The level of mutual cooperation between nursing and social welfare organizations showed the following sequence, in decreasing order; public nursing, public social welfare, private nursing and private social welfare personnel. The factors affecting nurses' cooperation with social welfare personnel were expected duties, understanding of social workers' service, service autonomy, service appropriateness, and the training environment of the organization. Factors influencing the level of cooperation of social workers with nurses included understanding of nursing service, understanding of the efficiency gained by cooperation, service appropriateness and the training environment of the organization. Conclusion: The development of training programs to increase the level of cooperation between the nursing and social welfare fields is strongly recommended.

• Journal of Digital Convergence
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• v.15 no.6
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• pp.29-38
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• 2017

The purpose of this study was to examine the effects of users' organization-public relationship of the donation activities of corporate via social network service on corporate image and reputation focused on social network service users. The subjects were 228 SNS users selected. The data were analyzed by the correlation analysis, reliability analysis and structural equation modeling analysis using SPSS 21 and AMOS 21 program. The results were as follow. First, Organization-public relationships influenced positively on corporate image. Second, Organization-public relationships influenced positively on corporate reputation. Third, Corporate image influenced positively on corporate reputation. These results will contribute to develop a marketing strategy via social network service of corporate.

• The Journal of Industrial Distribution & Business
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• v.9 no.11
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• pp.77-91
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• 2018

Purpose - In this research, we investigate the relationship between the level of information technology utilization, social capital and knowledge management, organization performance. For information and knowledge management, participants' certain level of information technology utilization is required and connections among participants are necessary for performing and for synergy effects. Research design, data, and methodology - Reflecting on these, we empirically analyze the effects of participant's information technology utilization level and social capital on knowledge management and organization achievement for the case of Incheon International Airport. Questionnaire is distributed to the airport employees and collected 221 samples for analyzing. SPSS and AMOS statistic programs are used for analysis. Factor analysis, Credibility adaptability, path analysis, hypotheses are verified. Results - The study research shows as follow. First, the level of IT utilization does affect social capital but does not affect knowledge management. Second, social capital affects both knowledge management and organization achievement. To investigate more about the relationship between the level of IT utilization and knowledge management, we analyzed the control effects of personal characteristics, and findings are, first, employees with longer time service recognize the importance that the level of IT use and knowledge management affect organization achievement more seriously than employees with shorter time service do. Second, employees with shorter time service and younger employees have relatively lesser social capital and participate in knowledge management passively. Third, higher position employees think that the level of IT utilization affects knowledge management while lower position employees do not. Conclusions - The level of IT utilization affects social capital, and social capital affects knowledge management and organization achievement. These results suggest that the level of IT utilization is very important to both organization and each employee. So providing related training and education opportunities or incentives to induce employees to make efforts for higher level of IT utilization and thus to participate in knowledge management more actively is necessary. The level of IT utilization affects social capital which airport employees lack. The one of study results indicates the importance of social capital and for higher competitiveness of the airport social capital should be increased.

• The Journal of the Korea Contents Association
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• v.14 no.6
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• pp.119-128
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• 2014

This study analyzes how to support social economic organizations financially -with online donation system. Two methods of online donation system is compared that vouchers contribute to the creation of sound market in damaged area by giving options of selecting service of social economic organization to service beneficiaries while civil fund for these organizations create employment and improve cooperative relationship between givers and receivers through online donation system. It is important for Korean government to improve donation system not only for victim directly but also for social economic organization through voucher and civil fund method of online donation system.

• The Korean Journal of Community Living Science
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• v.14 no.2
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• pp.3-13
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• 2003

This paper studied the present condition of social welfare activities of Living Condition Improving Committee of Kimpo City in order to activate the social welfare services of women agricultural organizations. The main results are as follows; First, the general characteristics of the respondents in this study are forty or fifty years of age with above high school education with main income source of agriculture and middle class women living in agricultural communities more than 10 years. Second, considering the present and future planned activities of the Living Condition Improving Committee of Kimpo City this study finds that there is high expectation of helping poor people and joining voluntary services. Third, the members of the Living Condition Improving Committee of Kimpo City have actively participated in the local welfare service programs however, there is significant difference among people according to the age, living standard and joining period. Fourth, out of social welfare activities managed by the Living Condition Improving Committee of Kimpo City the welfare service activities for old people and local community are most active and the participants in the welfare service activities for women and the youngsters are small. Thus, according to this study the Living Condition Improving Committee of Kimpo City should consider the following three points in order to activate the social welfare service activities; First, as the members are expecting to expand the individual activities and to enhance the private improvement, the social welfare service activities should meet with the demands to improve self satisfaction of the participants. Second, new programs should be developed after reviewing the current programs in order to meet with the need of the members. Third, as the committee has not established a network system with government administrative organizations and relating institutions, and as its activities are concentrated in particular areas the committee should establish a new system to provide more efficient services in line with the cooperation with public organization and welfare resource suppliers.

• Journal of the Korean Institute of Rural Architecture
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• v.5 no.3
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• pp.53-64
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• 2003

Recently the change of family environment has influence on the configuration of the family welfare unit at the social welfare center. And so the relation of space and function required its change. The essential role of social welfare center is family welfare, domiciliary and community care, community organization, social education etc. In this sence, this study explored the condition of space planning for the family welfare at the social welfare center. For this study, it was reviewed the role and function, the service program, the degree of unit activity importance, space satisfaction, the usage characteristics. In sum, the useful data were collected, analyzed, and synthesized through case study and could be used in the guidelines as reference information for the spatial organization of the family welfare unit at the social welfare centers in small town.

• The Journal of the Korea Contents Association
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• v.12 no.5
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• pp.227-242
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• 2012

This study is to experientially verify that market orientation affect organizational performance toward social service marketization. social service marketization put pressure upon financial environment in nonprofit human service organizations and exacerbate competition between nonprofit human service organizations and profit organizations each other. For survival, nonprofit human service organizations in social service market where various supply organization participate needs sensitivity to the environment. For this purpose the need of introduction of market orientation is being raised. At this point this study is useful that measure the level of market orientation and analysis impact of market orientation toward organizational performance in nonprofit human service organizations. Data was collected from busan nonprofit human service organizations in participate voucher program, number of total organization is 92. The level of market orientation was 3.63. Analysis of the impact of market orientation to organizational performance used regression analysis through structural equation modelling. As a result of the analysis, market orientation was affected by organizational performance. Based on the results, this study suggests that nonprofit human service organizations should need market orientation centered organization management and sensitive response toward external environment.

• The Journal of the Convergence on Culture Technology
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• v.5 no.1
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• pp.319-325
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• 2019

The importance of social responsibility is growing, and as a result of social awareness, many universities and institutions are carrying out community service activities. Although the volunteer portal site has excellent performance and good accessibility, the overall service performance of a specific organization cannot be managed because of personal information. Almost community service managers of a organization manually manage their community service activities without the support of a community service management program. In this study, have been feature analysis of existing portal site for volunteer coordination, then a prototype was designed and developed as a model of social contribution management system so that universities and organizations can systematically support and manage the social service activities of members based on the questionnaire about social contribution management system.