한국산학기술학회논문지 (Journal of the Korea Academia-Industrial cooperation Society)

  • 제13권11호
  • /
  • Pages.5098-5103
  • /
  • 2012
  • /
  • 1975-4701(pISSN)
  • /
  • 2288-4688(eISSN)
한국산학기술학회 (The Korea Academia-Industrial cooperation Society)
권호 표지
DOI QR코드

DOI QR Code

정보시스템 활용이 고객관계 역량에 미치는 영향에 관한 연구: 커뮤니케이션과 내부 프로세스 역량을 중심으로

Exploring the Effect of Information Systems on Customer Relationship Competency: Focus on Communication and Process Competency

  • Bang, Jounghae (College of Business Administration, Kookmin University) ;
  • Kang, Sora (Division of Entrepreneurship, Hoseo University) ;
  • Kim, Min Sun (Dept. of Distribution Management, Hyupsung University)
  • 투고 : 2012.10.04
  • 심사 : 2012.11.08
  • 발행 : 2012.11.30
PDF 다운로드
⟨ 이전 논문 다음 논문 ⟩

초록

본 연구는 고객관계 역량을 높이기 위해 정보시스템의 역할을 내부 프로세스 역량과 기업 내의 커뮤니케이션을 통하여 고찰하였다. 내부고객의 업무효율성을 개선하여 외부고객의 만족도를 높이는 방향으로 정보시스템의 역할을 살펴보았다. 본 연구에서는 한국직업능력개발원에서 제공한 인적자본 기업패널 자료 중 정보시스템 활용, 커뮤니케이션, 내부 프로세스 역량 및 고객관계 역량 변수를 사용하였으며 연구 결과, 정보시스템의 활용은 내부 커뮤니케이션과 프로세스 역량을 증가시키고 내부 프로세스 역량은 고객관계 역량에 정(+)의 영향을 미치고, 커뮤니케이션은 내부 프로세스 역량을 향상시키는 것으로 제시되었다.

This study examines the effect of information systems through communication and process competency to increase customer relationship competency. This study focuses on the effect of information systems which help internal customers for their work to satisfy the external customers. Based on the data collected by KRIVET and the Ministry of employment and labor, information systems, communication, process competency, and customer relationship competency are examined. The result showed that information system has an influence on communication and process competency, significantly. Process competency affect customer relationship competency positively while communication does not. However, communication has a positive influence on process competency.

키워드

참고문헌

  1. Ang, Lawrence, and F.A. Buttle, "ROI on CRM: A Customer-journey Approach," www.CRM2DAY.com, 2002.
  2. Bauer, Hans, H., Mark Grether, and Mark Leach, "Building Consumer Relations over the Internet," Industrial Marketing Management, Vol. 31, No. 2, pp. 155-163, 2002. https://doi.org/10.1016/S0019-8501(01)00186-9
  3. Bennett, R., "Relationship Formation and Governance in Consumer Markets: Transactional Analysis versus the Behaviourist Approach," Journal of Marketing Management, Vol. 12, No. 5, pp. 417-436, 1996. https://doi.org/10.1080/0267257X.1996.9964425
  4. Dev, C. and Ellis, B., "Guest Histories: An Untapped Service Resource." Cornell Hotel and Restaurant Administration Quarterly, (August), pp. 28-37, 1991.
  5. Etezadi-Amoli, J. and Farhoomand A., "A Structural Model of End User Computing Satisfaction and User Performance," Information & Management, Vol. 30, pp. 65-73, 1996. https://doi.org/10.1016/0378-7206(95)00052-6
  6. Fornell, C. and Larcker, D.F., "Evaluating Structural Equation Models with Unobservable Variables and Measurement Error," Journal of Marketing Research, Vol. 18, pp. 39-50, 1981. https://doi.org/10.2307/3151312
  7. Gamble, Paul R., Merlin Stone, and Neil Woodcock, Up Close and Personal? London: Kogan Page Ltd., 1999.
  8. Greenberg, Paul, CRM at the Speed of light: Capturing and Keeping Customers in Internet real time (2nd ed.). Berkeley and London: McGraw-Hill, 2002.
  9. Gronroos, Christian, Service Management & Marketing: A Customer Relationship Management Approach, 2nd edition, London: Wiley, 2000.
  10. Hong, S.H., "The Criteria for Selecting Appropriate Fit Indices in Structural Equation Modeling and Their Rationales," The Korean Journal of Clinical Psychology, Vol. 19 No.1, pp. 1-177, 2000. https://doi.org/10.1521/jscp.2000.19.1.1
  11. Newcomb, M.D., Huba, G.T., and Bentler, P.M., "Determinants of Sexual and Dating Behaviours among Adolescence," Journal of Personality and Social Psychology, Vol. 50, pp. 428-38, 1986. https://doi.org/10.1037/0022-3514.50.2.428
  12. Ross J.W., Beath, C.M., and Goodhue, D.L., "Develop Long-term Competitiveness through IT Assets," Sloan Management Review, Vol. 38, No. 1, pp. 31-45, 1996.
  13. Schlesinger, Leonard A. and Jeffrey Zornisky, "Job Satisfaction, Service Capability, and Customer Satisfaction: An Examination of Linkages and Management Implications," Human Resource Planning, Vol. 14, No. 2, pp. 141-149, 1991.