Journal of the Korea Society of Computer and Information (한국컴퓨터정보학회논문지)

Korean Society of Computer Information (한국컴퓨터정보학회)
권호 표지
DOI QR코드

DOI QR Code

The Structure Model of Service Performance Influence in Knowledge Based Service Business

  • Received : 2018.10.08
  • Accepted : 2018.11.13
  • Published : 2018.12.31
Download PDF
⟨ Previous Next ⟩

Abstract

This study is attempted to demonstrate the structure of the influencing factors on the performance of services of knowledge based service firms. In the model presented, the structure is that service performance in knowledge-based services are affected by the strategic utilization of knowledge resources and service orientation factors of the service organization. And the service performance are also affected in which the systemization of service processes and customer satisfaction play a mediating role. As an analysis result of examining 148 practitioners engaged in the knowledge service industry, it is necessary to increase the satisfaction of external customers in order to improve service performance in a knowledge-based service organizations. This can be achieved by increasing the satisfaction of internal customers. In addition, for this structure to be successful, the service production process to be provided to the customer must be enhanced. The service production process has been found to be an important factor influencing the internal customer satisfaction and service delivery process, especially in the use of knowledge resource, and customer oriented service among service orientation factors.

Keywords

CPTSCQ_2018_v23n12_195_f0001.png 이미지

Fig. 1. Research Model

CPTSCQ_2018_v23n12_195_f0002.png 이미지

Fig. 2 Path Analysis Diagram of SEM

Table. 1 Operational Definition And Measurement Item

CPTSCQ_2018_v23n12_195_t0001.png 이미지

Table. 2. Respondent’s characteristics

CPTSCQ_2018_v23n12_195_t0002.png 이미지

Tab. 3 Explanative Factor & Reliability Analysis

CPTSCQ_2018_v23n12_195_t0003.png 이미지

Table. 4 Confirmatory Factor Analysis Result

CPTSCQ_2018_v23n12_195_t0004.png 이미지

Table. 5 Path Analysis of SEM

CPTSCQ_2018_v23n12_195_t0005.png 이미지

References

  1. Berry, L. L. and A. Parasurmann, "Marketing Service-Com peting Through Quality", NY, Free Press. pp. 151. 1991.
  2. Birasnav. M.. "Knowledge management and organizational performance in the service industry: The role of transformational leadership beyond the effects of transactional leadership," Journal of Business Research, Vol. 67, pp. 1622-1629, 2014. https://doi.org/10.1016/j.jbusres.2013.09.006
  3. Brady, M. K. and J. J. Cronin Jr., "Customer Orientation: Effects on Customer Service Perceptions and Outcome Behaviors," Journal of Service Research, Vol. 3, No. 3, pp. 241-255, 2001. https://doi.org/10.1177/109467050133005
  4. Brown, T. J., J. C. Mowen, D. T. Donavan and J. W. Licata, "The Customer Orientation of Service Workers: Personality Trait Efectson Self& Supervisor Performance Ratings," Journal of Marketing Research, Vol. 39, pp. 10-19, 2002
  5. George, G.P. and K.T. Prokopis, "Internal Marketing Impact on Business Performance in a Retail Context," International Journal of Retail and Distribution Management, Vol. 37, No. 7. pp. 600-628, 2009. https://doi.org/10.1108/09590550910964620
  6. Gold, A. H., Malhotra, A., & Segars, A. H., "Knowledge management: An organizational capabilities perspective" Journal of Management Information System, Vol. 18, No. 1, pp. 185-214, 2001 https://doi.org/10.1080/07421222.2001.11045669
  7. Gremler, D. D., M. J. Bitner, and K. R. Evans, “The Internal Service Encounter,” International Journal of Service Industry Management, Vol. 5, No. 2, pp. 34-56, 1994. https://doi.org/10.1108/09564239410057672
  8. Harwood, Tracy, Tony Garry, "Internet of Things: understanding trust in techno-service systems," Journal of Service Management, Vol. 28, No. 3, pp. 442-475, 2007. https://doi.org/10.1108/JOSM-11-2016-0299
  9. Herington, C. and Johnson, L. W., "The relationship-servic e-profit-chain: conceptual framework and propositions," Int. J. Services Technology and Management, Vol. 14, No. 2/3, pp. 14-16, 2010.
  10. Hertog, P. D., "Knowledge-Intensive Business Services as Co-Producers of Innovation," Intentional Journal of Innovation Management, Vol. 4, pp. 491-528, 2010.
  11. Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., and Schelsinger, L. A., "Putting the Service Profit Chain to Work", Harvard Business Review, Vol. 72 No. 2, pp. 164-174, 1994.
  12. HRI, "The Causes and implications of sluggish business services," Hyundai Research Institute, VIP Report, pp. 17-25 (No. 698), 2017. 07. 31.
  13. Jung Ki-han and Kim Dae-up, "A Study on the Relationship between Internal Marketing and Market Orientation," Marketing Science Research, Vol. 9, pp. 19-46, 2007.
  14. Kim, Pang-ryong, "An Analysis on The Structural Change of The Knowledge Service Industry," J-KICS, Vol. 38, No. 10, pp. 808-816, 2013. http://dx.doi.org/10.7840/kic s.2013.38B.10.808
  15. Lovelock, C. H., "Classifying Service to Gain Strategic Marketing Insights," Journal of Marketing, Vol. 47, Summer, pp. 9-20, 1983.
  16. Lytle, R. S., P. W. Hom and M. P. Mokwa, "SERV*OR: A Managerial Measure of Organizational Service-Orient ation," Journal of Retailing, Vol. 74, No. 4, pp. 455-489, 1998. https://doi.org/10.1016/S0022-4359(99)80104-3
  17. Mahdia, Omar Rabeea, Islam A. Nassara, and Mahmoud Khalid Almsafir, "Knowledge management processes and sustainable competitive advantage: An empirical examination in private universities," Journal of Business Research, https://doi.org/10.1016/j.jbusres.2018.02.013.
  18. Martelo, S., & Cegarra, J. G., "Linking knowledge corridors to customer value through knowledge processes," Journal of Knowledge Management, Vol. 18, No. 2, pp. 342-365, 2014. https://doi.org/10.1108/JKM-07-2013-0284
  19. Ministry of Knowledge Economy, "Strategic Development of Knowledge Service Industry by Exploring Growth-Type Service," Knowledge Service Department, 2012.
  20. Ortega-Gutierrez, J., Cegarra-Navarro, J. G., Cepeda-Carrion, G., & Leal-Rodriguez, A. L., "Linking unlearning with quality of health services through knowledge corridors," Journal of Business Research, Vol. 68, No. 4, pp. 815-822, 2015. https://doi.org/10.1016/j.jbusres.2014.11.034
  21. Panda, Tapan K., Das, Satyabrat, The Role of Tangibility in Service Quality and Its Impact on External Customer Satisfaction: A Comparative Study of Hospital and Hospitality Sectors, Vol. 13 Issue 4, pp. 53-69, 2014.
  22. Rosenbluth, H. D., M. Peters, "Customer Comes Second and Other Secrets of Exceptional Service", NY. Morrow, 1992.
  23. Shostack, G. L., "Service Positioning through Structural Change," Journal of Marketing, Vol .51, pp. 34-43, January 1987. https://doi.org/10.1177/002224298705100303
  24. Spohrer, J., Maglio, P. P., Bailey, J., and Gruhl, D. "Steps Toward a Science of Service Systems," Computer, pp. 71-77, 2007.
  25. Trevisan, Lucile, Alan Lelah, Daniel Brissaud. "Service Delivery and Co-Creation to support Value and Sustainability in PSS design," 1st International Conference on Through-life Engineering Services, Shrivenham, United Kingdom. pp .151-158, Nov. 2012.
  26. Yalley, Andrews Agya, Harjit Singh Sekhon, "Service production process: implications for service productivity", International Journal of Productivity and Performance Management, Vol. 63, No. 8, pp. 1012-1030, 2014. https://doi.org/10.1108/IJPPM-10-2012-0113
  27. Yeon S. Ahn, "Service Management". Changmyung Publishung. 2018.
  28. Yongjin Kim and Jin-Hwa Kim, "A Method for Knowledge Intensive Service Innovation: From Service Science Perspective," Journal of Information Processing, Vol. 14, No. 5, pp. 21-31, 2007.