Browse > Article
http://dx.doi.org/10.11627/jkise.2020.43.3.122

A Study on effect of Customer Intergration & Market Orientation on Management Performance through SCM Performance  

Jung, He-Kyung (Graduate School of Hanyang University)
Kim, Won-kyo (Graduate School of Hanyang University)
Publication Information
Journal of Korean Society of Industrial and Systems Engineering / v.43, no.3, 2020 , pp. 122-134 More about this Journal
Abstract
As globalization has been progressed, companies faced a situation in which it was difficult to secure global competitiveness only with their internal management systems. To overcome this, Supply Chain Management (SCM) emerged, which optimizes the whole supply chain process from suppliers to demand companies. In this study, it was analyzed that the effects of customer integration among the integration factors of SCM, and market orientation among the strategic orientations on management performances such as non-financial performance and financial performance through a mediating role of flexibility. At this time, it was analyzed whether CEO's support has a moderating effect on the influence of the market orientation. As a result of analysis, the customer integration was found to have an indirect effect on the non-financial performance and the financial performance through the flexibility. The market orientation was found to have a direct effect on the non-financial performance and at the same time, indirectly affected it through the flexibility. In addition, it was shown that more the level of CEO's support, higher the influence of the market orientation. This moderating effect had an indirect effect on the financial performance. Based on the above findings, various implications for improving management performance were proposed. This study suggests that investments in computerization such as ERP and smart factories can improve supply chain management performance and ultimately improve customer satisfaction and financial performance.
Keywords
Supply Chain Management; CEO's Support; Moderating Effect;
Citations & Related Records
연도 인용수 순위
  • Reference
1 Narver, J.C. and Slater, S.F., The effect of a market orientation on business profitability, Journal of Marketing, 1990, Vol. 54, No. 4, pp. 20-35.   DOI
2 Nunnally, J.C., Psychometric theory(2nd Ed.), New York, McGraw Hill, 1978.
3 Oliver, R.L., Measurement and evaluation of satisfaction processes in retail settings, Journal of Retailing, 1981, Vol. 57, No. 3, pp. 15-48.
4 Park, J.Y., Choi, S.S., and Hong, S.K., The effects of market orientation, marketing capability on competitive advantage and performance in SME, Korea Journal of Business Administration, 2006, Vol. 24, No. 2, pp. 1115-1137.
5 Ping Jr, R.A., Latent variable regression : A technique for estimating interaction and quadratic coefficients, Multivariate Behavioral Research, 1996, Vol. 31, No. 1, pp. 95-120.   DOI
6 Porter, M.E., Competitive Strategy, Free Press, 1980.
7 Seo, M.K., A comparative case study on the CSR strategies of Toyota and Hyundai Motors in china, International Commerce and Information Review, 2011, Vol. 13, No. 4, pp. 151-176.   DOI
8 Slater, S.F. and Narver, J.C., Does competitive environment moderate the market orientation-performance relationship?, Journal of Marketing, 1994, Vol. 58, No. 46, pp. 46-55.   DOI
9 Son, Y.H., Mediating effect of consumption emotion to customer satisfaction/dissatisfaction, Journal of Consumer Studies, 2005, Vol. 16, No. 1, pp. 1-32.
10 Kristal, M.M., Huang, X., and Roth, A.V., The effect of an ambidextrous supply chain strategy on combinative competitive capabilties and business performance, Journal of Operations and Management, 2010, Vol. 28, No. 5, pp. 145-429.
11 Kwon, H.B., Park, J.W., and Jo, D.H., Relationship between convergence, capacity and performance of supply chain : focusing on the timber industry, Korean Journal of Logistics, 2015, Vol. 23, No. 2, pp. 111-130.   DOI
12 Swink, M., Narasimhan, R., and Wang, C., Managing beyond the factory walls : effects of four types of strategic integration on manufacturing plant performance, Journal of Operations Management, 2007, Vol. 25, No. 1, pp. 148-164.   DOI
13 Wong, C.Y., Boon-itt, S., and Wong, C.W., The contingency effects of environmental uncertainty on the relationship between supply chain integration and operational performance, Journal of Operations Management, 2011, Vol. 29, No. 6, pp. 604-615.   DOI
14 Vickery, S.N., Calantone, R., and Droge, C., Supply chain flexibility : an empirical study, Journal of Supply Chain Management, 1999, Vol. 35, No. 2, pp. 16-24.   DOI
15 Vorhies, D.W. and Harker, M., The capabilities and performance advantages of market driven firms : an empirical investigation, Australian of Marketing, 2000, Vol. 25, No. 2, pp. 145-171.
16 Westbreook, R.A. and Reilly, M.D., Value-percept disparity : an alternative to the disconfirmation of expectations theory of customer satisfaction, Advance in Consumer Research, 1983, Vol. 10, pp. 256-261.
17 Steers, R.M., Organization Effectiveness : A Behavioral View, Pacific Palis ades. CA: Goodyear, 1977.
18 Jeon, G.G., The Effects of Customer Experience on Customer Satisfaction and Customer Loyalty [dissertation], [Seoul, Korea] : Soongsil University, 2017.
19 Ju, K.J. and An, B.G., The relationship among SCM, operations capabilities and business performance, Journal of the Korea Management Engineers Society, 2012, Vol. 17, No. 2, pp. 173-189.
20 Kaplan, R.S. and Norton, D.P., Using the balanced scorecard as a strategic management system, Harvard Business Review, 1996, pp. 1-14.
21 Kim, H.K., Moon, J.B., and Choi, C.Y., A study on the factors of supply chain integration influencing corporate performance -based on the comparison of large and small-medium size enterprises-, The e-Business Studies, 2008, Vol. 9, No. 1, pp. 3-25.
22 Kotler, P., Marketing Management : Analysis, Planning, Implementation and Control, Englewood Cliffs, NJ : Prentice Hall, 1991.
23 Kim, S.W., Jahng, J.J., Lee, S.H., and Choi, K.H., The effects of supply chain integration components on supply chain management and firm performance, Korea Journal of Business Administration, 2006, Vol. 19, No. 3, pp. 987-1014.
24 Kim, Y.T. and Choi, B.W., The effects of web-based B2B integration strategy on operational efficiency in supply chain management, Korea Journal of Business Administration, 2006, Vol. 19, No. 5, pp. 1663-1688.
25 Kohli, A.K. and Jaworski, B.J., Market orientation : the construct, research propositions, and managerial implications, Journal of Marketing, 1990, Vol. 54, No. 2, pp. 1-18.   DOI
26 Hunt H.K., CS/D-Overview and Future Research Direction, in Hunt, H.K.(ed.), Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, Cambridge, MA : Marketing Science Institute, 1977.
27 Yang, Y.I., The impact of market orientation on marketing capability and performance in the domestic manufacturing firms, Journal of Marketing Studies, 2006, Vol. 14, No. 4, pp. 1-23.
28 Yoon, D.J. and Jeong, D.Y., The effects of customer orientation and technology innovation orientation on the business performances, Journal of the Korean Entrepreneurship Society, 2014, Vol. 9, No. 1, pp. 59-84.
29 Yoon, H.K., A Study on the efficiency of business and curtailment of cost through the SCM, Korea Logistics Review, 2001, Vol. 11, No. 2, pp. 129-147.
30 Youn, S.H., Relationship Between Supply Chain Management Practice and Supply Chain Management Performance [dissertation], [Seoul, Korea] : HongIk University, 2004.
31 Lee, G.J., An Empirical Study on the Relationship of the Market Orientation, Technology Orientation, Supply Chain Management Flexibility and Corporate Performance [dissertation], [Changwon, Korea] : Kyungnam University, 2011.
32 Yu, H.K., Park, S.S., Park, H.M., and Kim, H.S., Employees' personality, cohesiveness, and performance in family restaurants, Journal of Tourism Sciences, 2007, Vol. 31, No. 5, pp. 9-28.
33 Lee, C.W., Kwon, I.W.G., and Severance, D., Relationship between supply chain performance and degree of linkage among supplier, Internal Integration, and Customer, Supply Chain Management : An International Journal, 2007, Vol. 12, No. 6, pp. 444-452.   DOI
34 Lee, G.D., An empirical study on the relationship of market orientation and technological orientation, supply chain flexibility and corporate performance in kyungnam region, Journal of Regional Industrial Studies, 2012, Vol. 35, No. 1, pp. 81-104.
35 Lee, J. and Kim Y., Effect of partnership quality on IS outsourcing : conceptual framework and empirical validation, Journal of Management Information Systems, 1999, Vol. 15, No. 4, pp. 26-61.
36 Im, Y.H., The effects of SNS activity in food service industry on customer value, customer satisfaction and behavioral intention [dissertation], [Gyeonggi, Korea] : Gyeonggi University, 2013.
37 Braunscheidel, M.J. and Suresh, N.C., The organizational antecedents of a firm's supply chain agility for risk mitigation and response, Journal of Operations Management, 2009, Vol. 27, No. 2, pp. 119-140.   DOI
38 Chen, I.J. and Paulraj, A., Towards a theory of supply chain management : the constructs and measurements, Journal of Operations Management, 2004, Vol. 22, No. 2, pp. 119-150.   DOI
39 Cho, H.Y., Son, H.C., and Youn, G.H., The effect of customer satisfaction on firm's long-term financial performance, Korea International Accounting Review, 2014, Vol. 56, pp. 208-227.
40 Chiu, C.M., Hsu, M.H., Lai, H., and Chang, C.M., Reexamining the influence of trust on online repeat purchase intention : the moderating role of habit and its antecedents, Decision Support Systems, 2012, Vol. 53, No. 4, pp. 835-845.   DOI
41 Flynn, B.B., Huo, B., and Zhao, X., The impact of supply chain integration on performance : a contingency and configuration approach, Journal of Operations Management, 2010, Vol. 28, No. 1, pp. 58-71.   DOI
42 Frohlich, M. and Westbrook, R., Arcs of integration : an international study of supply chain strategies, Journal of Operations Management, 2001, Vol. 19, No. 2, pp. 185-200.   DOI
43 Gerbing, D.W. and Anderson, J.C., An updated paradigm for scale development incorporating unidimensionality and its assessment, Journal of Marketing Research, 1988, Vol. 25, No. 2, pp. 186-192.   DOI
44 Hair, J.F., Anderson, R.E., Babin, B.J., and Black, W.C., Multivariate data analysis : A global perspective (Vol. 7), NJ : Pearson Prentice-Hall, 2010.