• Knowledge Management Research
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• v.21 no.3
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• pp.123-140
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• 2020

In call centers where customers contact a firm's customer service without face-to-face interaction, customer service representatives (CSRs) determine its service competitiveness. In other words, a firm's service excellence relies on its CSRs. Drawing on the concept of agility from service and information technologies studies, this study conceptualizes customer response capability as a variable consisting of customer response expertise and customer response agility, and further verifies its effects on customer service performance. Moreover, this study examines whether a firm's digital and human knowledge resources are related to CSRs' customer response capability. To empirically test the proposed hypotheses, the partial least squares analysis is conducted with a total of 371 responses collected on CSRs from two insurance call centers. The findings indicate that a firm's digital and human knowledge resources enhance CSRs' customer response expertise and customer response agility, thereby increasing customer service performance. The results draw the conclusion that CSRs' customer response capability is a key antecedent of superior customer service.

• Journal of Korea Society of Industrial Information Systems
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• v.23 no.5
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• pp.145-157
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• 2018

The purpose of this study is to explore ways of service recovery and procedures through the service failure cases depending on the employee capacity that leads to improving quality of the airline cabin service. This study was tested using the failure case of airline in korea. Since interrupting and discontinuing of customer service affect customer defections, customer satisfaction must quickly respond to the service's error situation. The service of the cabin crew is closely related to the customer's evaluation, the direct connection. Customer's objectives are to meet employee needs for service recovery and to recognize and analyze customer perceptions of human resources services, restore customer expectations and maintain contracts with customers. Therefore, this study proposes a set of strategies for effectively preventing and responding to customer related service failure in the airline cabin service.

• The Journal of the Korea Contents Association
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• v.21 no.9
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• pp.270-283
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• 2021

The achievement of the long-term relationship is commonly executed by a salesperson that is eventually very crucial to enhance the customer retention in the insurance industry. It indicates there is an urgency to improve the competence of salesperson and organization support to build and maintain bonds of long-lasting loyalty with the individual customers. Therefore, this research aims to analyze the influence of planner's competency and organizational support on sales performance, and to verify empirically whether MDRT goal orientation mediating role between competency, organizational support and sales performance. The results of this research are as follows: firstly, product and customer competence, digital competence, network competence positively affect sales performance. Secondly, sales support positively affect sales performance. Thirdly, meditating effect of MDRT goal orientation were significant found between the planner's competency and sales performance. Moreover, in the relationship between sales support and sales performance, MDRT goal orientation have a fully mediated effect. This means customer management through excellent competency, organization support to insurance trend change, and competence development through MDRT goal orientation positively affect sales performance.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.21 no.6
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• pp.325-331
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• 2020

Even though numerous studies on the relationship between high-performance work systems (HPWSs) and organizational performance have been conducted over the past three decades, empirical evidence is still lacking in the aspects of context and performance. Thus, this study aims to investigate how HPWSs influence organizational performance, especially innovation performance as a key factor to increase the organization's sustainability. In addition, this study examines how human competency and customer service competency as crucial conditions to facilitate organizational innovation moderate the relationship between HPWSs and organizational performance. To examine these hypotheses, this study used Human Corporate Capital Panel datasets. The results of longitudinal analyses show that HPWSs positively affected organizational performance, and the two competencies strengthened the positive main effect, as we expected. In the discussion parts, this study suggests implications and limitations.

• Proceedings of the Korean Society for Quality Management Conference
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• 2006.11a
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• pp.396-403
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• 2006

글로벌경쟁 시대에 지속가능한 성장(sustainable growth)을 달성하기 위해서는 경영환경 변화에 대한 신속하고도 유연한 전략적 대응이 요구된다. 이를 위해서는 고객과 시장의 요구에 대한 적극적 대응을 토대로 경쟁자가 쉽게 모방할 수 없는 차별적인 경쟁우위의 확보와 함께 조직의 핵심역량을 강화해 나가야 한다. 본 연구에서는 기업경쟁력 향상을 위한 창의가치혁신 전략과 이에 따른 창의가치설계(Creative Value Design) 방법론을 제안한다

• 한국디지털정책학회:학술대회논문집
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• 2006.06a
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• pp.15-23
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• 2006

글로벌경쟁 시대에 지속가능한 성장(sustainable growth)을 달성하기 위해서는 경영환경 변화에 대한 신속하고도 유연한 전략적 대응이 요구된다. 이를 위해서는 고객과 시장의 요구에 대한 적극적 대응을 토대로 경쟁자가 쉽게 모방할 수 없는 차별적인 경쟁우위의 확보와 함께 조직의 핵심역량을 강화해 나가야 한다. 본 연구에서는 새로운 도약을 요구받고 있는 한국경제의 선진화를 위한 방안으로 기업경쟁력 향상을 위한 창의가치혁신 전략과 이에 따른 창의가치설계(Creative Value Design) 방법론을 제안한다.

• Information and Communications Magazine
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• v.16 no.3
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• pp.37-46
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• 1999

Y2K 문제로 인한 잠재력 위험은 20세기 인류 최대의 발명품인 컴퓨터의 역사와 함께 시작되었으나 새로운 천년의 전환기를 앞두고 심각하게 현실로 다가왔고, 그 영향은 산업전체 및 사회활동 전반에 걸쳐 치명적이다. SK텔레콤은 통신서비스를 제공하는 기간통신사업자로서 국민생활에 미치게 될 그 영향의 심각성을 미치 인식하고 Y2K 대응 프로그램을 준비하여 전사적인 역량을 모아 프로젝트를 체계적으로 추진하고 있으며, 서비스 제공 인프라의 안정화를 통하여 양질의 통화품질을 지속적으로 우위를 유지함으로써 새로운 천년을 넘어서도 고객의 기대에 앞서가는 최고 수준의 서비스를 제공할 수 있도록 최선의 노력을 다할 것이다.

• Journal of Agricultural Extension & Community Development
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• v.20 no.2
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• pp.383-405
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• 2013

The purpose of this study is trying to drive the competence relevant to extension worker's functions. We also conducted a correspondence analysis between the individual competence and extension worker's functions. As a result of the analysis, the functions of guidance planning correlated with 'problem solving' and 'creation of ideas'. Education functions correlated with 'extension work evaluation', 'customer satisfaction' and 'understanding'. And crop technology diffusion functions were analyzed relevant to the ability of 'training skill' and 'responsibility' is high. In this study, extension empowerment need to educate suitable education which is high relation between competency and extension worker's functions and develop new suitable education model. And the baseline data will be made use, when arrange reasonable function to new extension workers, through individual competency measured.

• Life and Agrochemicals
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• s.277
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• pp.41-43
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• 2012

지난 4월 1일 농촌진흥청 국립농업과학원 농산물안정성부 수장으로 임명된 이영자 부장은 향후 부의 운영방향에 대해 "업무 효율성 제고를 위한 멘토링 제도 운영과, 고객의 니즈 분석을 통한 현장중심 및 정책지원 과제를 발굴과, 외부환경에 대한 선제적 대응 및 협력 강화를 위해 갈등해소 전략수립과, 이해관계자 등과 협력네트워크를 구축해 나갈 것이다"라고 밝혔다.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2003.05a
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• pp.306-311
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• 2003

최근 자동차산업의 경영 환경은 법적 및 환경규제 강화, 원가절감 압박, 고객요구 수준 증대, 글로벌리제이션 등으로 급속한 변화에 직면하고 있다. 이러한 환경변화에 대응하기 위해 자동자업계는 자체 설계, 최적의 부품/소재 선정, 조립 및 제조 공정 등 각 부문별로 공급업체와 공동대응 체제를 강화하고 있다. 특히 Early Involvement Program 등 신차 개발단계부터 공급업체의 조기참여를 유도함으로써 완성차업계와 공급업계간의 동반자적 가치창출을 위한 Win-Win 기술개발 활동 및 기술전략을 구현하고 있다. 본 연구에서는 자동차용 강판을 제조, 공급하는 철강업제의 전략적 기술경영을 전략, 프로세스, 인적/물적 자원, 조직 등의 관점에서 고찰함으로써 자동차용 강판 기술역량 획득 및 자동차업체와 공동 성장을 위한 철강업제의 총체적 대응전략을 제시하고자 한다.