• The Journal of the Korea Contents Association
• /
• v.13 no.4
• /
• pp.407-417
• /
• 2013

The purpose of this study is to investigate leisure types of casino dealers, and how these leisure types effect the organization trust, customer orientation, organization commitment. This study was performed survey questionnaire on casino dealers at Kangwondo and Seoul. To achieve the research objectives, analysis methods were used: regression analysis and multiple regression analysis. The results of the study were as follows. First, leisure types had a effect on organization trust. Second, leisure types had a effect on customer orientation and organization commitment. Third, organization trust had a effect on organization commitment. Finally, customer orientation had a effect on organization commitment. The results of this study suggested implications for effective human resource management practices on casino dealers in leisure activities and support measures for the organization in connection with the leisure types.

• Proceedings of the Korean Society of Computer Information Conference
• /
• 2012.07a
• /
• pp.119-122
• /
• 2012

오늘날 콜센터는 고객과 의사소통을 담당하는 비대면 접촉채널의 대표적인 조직으로 고객 접촉을 담당하는 인적자원에 대한 중요성이 날로 증대되고 있다. 이에 콜센터들은 고객응대에 적합한 지식 기술 태도 등 상담사의 전문성 강화를 위해 교육훈련을 꾸준히 계획하며 실행하고 있다. 본 연구는 콜센터에서 실시하는 다양한 교육훈련이 상담사들의 직무몰입과 어떠한 관계가 있는지를 알아보려는데 그 목적이 있다. 이를 분석하기 위하여 교육훈련에 대한 만족도, 성취도, 적용도, 기여도를 중심으로 직무몰입과의 관계를 회귀분석을 통해 살펴보았다. 분석결과는 다음과 같다. 교육훈련 만족도와 적용도는 직무몰입과 직접적인 유의미한 영향관계가 나타나지 않았다. 반면에 성취도와 기여도는 직무몰입에 유의미한 정(+)의 영향을 미치는 것으로 나타났다. 이러한 결과는 교육훈련과정에서 교육내용의 가치와 재미를 찾아 잘 이해하고 습득할 수 있도록 하여 성취도를 높여주고, 교육훈련을 통한 조직생활에 대한 기여도에 대한 인식을 높여줄 때 직무몰입이 높게 나타남을 시사한다.

• Management & Information Systems Review
• /
• v.33 no.2
• /
• pp.155-170
• /
• 2014

The purpose of this study is to inquire into the relationship between customer-employee exchange and organizational commitment. To achieve the purpose of this study, preliminary studies on customer-employee exchange, Big 5 character-types and organizational commitment after an overview of these variables were examined to design research models and set up research issues. To verify the research issues, a survey was carried out on employees at beauty shops located in Seoul, Gyeonggi, Busan and Ulsan areas. Questionnaires of collected 374 copies were used for a statistical analysis. The results of empirical analysis disclosed in this study are summarized as follows. First, customer-employee exchange had a positive effect on organizational commitment. Second, conscientiousness and openness of Big 5 character-types had a moderating effect on the relationship between customer-employee exchange and organizational commitment. But extraversion, neuroticism and agreeableness of Big 5 character-types had no moderating effect. The implications available through findings stated above are as follows. First, this study confirmed that good customer-employee exchange improves members' emotional commitment to organization. Second, in practical perspective, it may be effective to select employees with high openness and conscientiousness of character traits.

• Korean Business Review
• /
• v.17 no.2
• /
• pp.161-183
• /
• 2004

This research is to examine the effect of specific Sports On-line membership characteristics on Customer loyalty, the role of the important concept of the three degree of commitment(Continuance commitment, Normative commitment, Affective commitment) in relation marketing. First, discover whether professional team's customer loyalty is influenced by Sports on-line membership through the three degrees of commitment, which is an important parameter in customer relation. Second, find out the effect of currently used online membership characteristics of an off-line company on the three degrees of commitment. To achieve this aim our research team carried out an empirical study by creating an experimental hypothesis and model. The research was conducted by an online survey by 211 supporters of professional football teams. Out of the total 23 were judged untrustworthy by double answers, the empirical study was drawn out from the remaining 188. The empirical study was done by statistical analysis programs SPSS 10.0 and AMOS 4.0. The conclusion of this research is that specific characteristics of Sports on-line membership, Continuance commitment, Normative commitment, Affective commitment plays an important role as a medium in Customer loyalty.

• Journal of Digital Convergence
• /
• v.14 no.1
• /
• pp.275-284
• /
• 2016

This study is to find out the casual relationship among nursing organization culture, job satisfaction, and organizational commitment that affects customer orientation. The participants were 261 hospital nurses. Data were collected through questionnaires and analyzed using SPSS and AMOS programs. The result of this study can be summarized as follows. First, job satisfaction, and organizational commitment showed a direct effect on customer orientation of hospital nurses. Second, nursing organization culture, Job satisfaction, showed an indirect effect on customer orientation of hospital nurses. This implies that, to achieve enhancing of hospital nurses' customer orientation, enhancing job satisfaction, organizational commitment while simultaneously nursing organization culture for an organization is more effective.

• Journal of Global Scholars of Marketing Science
• /
• v.6
• /
• pp.143-166
• /
• 2000

본 연구는 전자상거래의 여러 유형 중에서 최근 논의의 필요성이 더욱 부각되고 있는 인터넷상의 양방향 소매업을 기업과 소비자간 전자상거래를 중심으로 하여 문헌조사를 통해 인터넷 쇼핑몰의 사이트특성 요인과 인터넷 쇼핑몰의 고객 만족, 고객신뢰, 고객관계몰입에 대해 살펴보았고, 실제 종합 인터넷 쇼핑몰에서 엔터테인먼트제품을 구매한 경험이 있는 고객들을 대상으로 하여 설문조사를 실시하여, 인터넷 쇼핑몰 사이트 특성의 각 차원이 고객만족에 미치는 영향을 연구하고자 하였다. 그 결과 제품제시를 제외한 모든 요인들 즉, 시스템 성능, 보장, 고객배려는 인터넷 쇼핑몰 고객만족에 영향을 미침을 실증분석 결과 알 수 있었다. 또한 인터넷 쇼핑몰 고객특성 중 다양성 추구성향이나 소비자혁신성은 쇼핑몰 고객의 만족에 영향을 미치지 않지만, 자기실현성과 정보지향성은 인터넷 쇼핑몰의 고객만 족을 향상시키는 유의적인 결과를 확인할 수 있었다. 그리고 인터넷 쇼핑몰의 사이트 특성 이 신뢰에 미치는 영향을 살펴본 결과 고객배려를 제외한 모든 변수가 유의적이지 않은 것 으로 나타났는데 이는 쇼핑몰의 사이트특성은 만족을 매개로 하여 인터넷 쇼핑몰에 대한 전반적인 신뢰에 영향을 주는 것으로 보는 것이 더욱 타당하다고 할 수 있을 것이다. 또한 기대한 가설과 일치하게 만족과 신뢰는 몰입에 유의적인 영향을 미치는 것으로 실증분석 결과 나타났다 이미 포화상태에 들어간 인터넷 쇼핑몰에서 진정으로 새로운 고객을 창출 하고 고객을 지속적으로 유지하고자 하는 노력은 관계마케팅의 개념을 실제 쇼핑몰에서 적 용 시켜야 할 것이며 고객만족, 고객신뢰 및 고객관계몰입은 이러한 마케팅 노력의 핵심 개념임을 실증분석결과를 통해 확인할 수 있었다.

• The Journal of the Korea Contents Association
• /
• v.14 no.10
• /
• pp.255-269
• /
• 2014

This study confirmed structural causal relations among concepts such as characteristics of service-offer, satisfaction, trust, affective commitment, and loyalty and surveyed mediating roles of affective commitment. The results are as follows. First, Customized service and service reliability influenced satisfaction while service competency did not. Service reliability affected trust while customized service and service competency did not. Second, satisfaction influenced trust and affective commitment but not loyalty while trust affected affective commitment and loyalty. Third, affective commitment influenced loyalty through the mediating role. The results mean that the seller-buyer relationship is a dynamic relationship. Finally, we discussed the role of affective commitment and the strategies of affective commitment development, and suggested future studies.

• 한국벤처창업학회:학술대회논문집
• /
• 2018.11a
• /
• pp.135-138
• /
• 2018

외식업의 성장률이 국내총생산(GDP)을 크게 웃도는 고성장을 지속하면서 업체 간 경쟁이 점차 치열해 지고 있다. 기존 연구자들에 의하면 경쟁에 우위를 점하기 위한 고객 마케팅 전략으로 외부고객에 앞서 내부고객의 만족을 우선하여야 한다는 주장이 계속되고 있으며, 이에 인적자원관리에 관련한 연구가 활발히 진행되고 있다. 본 연구는 외식업 근로자들이 인지하는 심리적 계약위반의 지각이 이직의도 및 고객지향성에 미치는 효과에 대하여 규명하고자 하였으며, 또한 직무만족 및 조직몰입이 가지는 매개효과를 함께 검증하고자 하였다. 그 결과를 바탕으로 외식업 사용자와 관리자에게 근로자의 이직의도를 완화하고 고객지향성을 높일 수 있는 정책적 시사점을 제시하고자 한다.

• Management & Information Systems Review
• /
• v.39 no.3
• /
• pp.37-51
• /
• 2020

Customer participation in the service encounter plays an important role in the interaction process. In addition, customer participation is affecting the development of relationships between customer-service provider. Previous researches revealed the role of customer participation through a fragmented and cross-sectional approach, however, given the dynamics of the relationship, it is necessary to identify the role of customer participation from a longitudinal perspective. In addition, it is necessary to determine the cause of the overlap between the antecedent variables and consequent variables. This study aims to identify the relational role of customer participation by clarifying how customer participation affects relationship development from a longitudinal perspective, focusing on trust and commitment variables which are keys to relationship marketing. The related role of customer participation is analyzed through a regression analysis through long-term data. The results of the study showed that commitment(t1) directly had a positive effect on customer participation. However, trust(t1) has been shown to have a direct positive effect on the sub-dimensions of customer participation, such as personal interaction and responsible behavior. Customer participation(t2) affected by this trust(t1) and commitment(t1) again turned out to have a positive effect on trust(t3) and commitment(t3). In conclusion, although customer participation is affected by the relational variables, it can be seen that customer participation is a major factor that can improve the relational variables again through the interaction process. For this reason, a service firm can seek to develop relationships with customers by drawing and utilizing their needs to exchange information and to interact in the service encounter.

• Journal of Digital Convergence
• /
• v.10 no.10
• /
• pp.139-146
• /
• 2012

The emotional factor has not been focused in e-learning studies. But the emotions of student are very important in e-learning because it is a self-regulated learning. This study is focused on the emotional factor in e-learning. This study examines the effect of perceived customer orientation to emotional presence, commitment and customer satisfaction in e-learning. The results of this study showed that the perceived customer orientation effect to the commitment about the learning and the customer satisfaction in e-learning.