• Journal of the Korea Academia-Industrial cooperation Society
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• v.11 no.3
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• pp.1115-1125
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• 2010

This study is to examine how POS(perceived organization support) would affect trust in her/his superior and organization, organization commitment and customer orientation. The effect of demographic variables differences on independent and dependent variables was examined. Data for this study was collected by questionnaire from a sample of 277 employees of 9 hospitals in Korea. The findings show that POS is significantly influence trust in her/his superior and organization, organization commitment, and customer orientation. Variables like gender and type of employment have a significant difference. However there is no difference in the type of occupation.

• Journal of Korea Port Economic Association
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• v.26 no.4
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• pp.40-62
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• 2010

Because of rapid changes in business environment and fierce competition, firms are facing a more competitive environment and a more serious global competition. Many of the previous literatures have indicated that a business which increases its market orientation will improve its market performance. Numerous authors have argued the interdepartmental dynamics as prior factor to market orientation, and relationship commitment are an essential part of successful long-term relationships. Based on previous literatures, this study proposes the structure about interdepartmental dynamics, market orientation, relationship commitment and performance. The purpose of this paper is to find the impact of market orientation and relationship commitment on customer performance. In addition, this suggests interdepartmental dynamics as prior factor to market orientation. Results indicate that interdepartmental connections can reduce interdepartmental conflict, and lower conflict is a key factor of market orientation. Furthermore, this paper finds evidences that support the mediating effects of the relationship commitment between market orientation and customer performance.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.30 no.4
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• pp.235-254
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• 2019

According to the development of information technology, the paradigm of the archives is shifting from preservation management of past records to use-oriented services. In this regard, this study is conducted an empirical study on the effect of internal marketing factors of university archives on the customer orientation of employees in order to improve organizational satisfaction for users of records information service. Based on the previous research, the delegation of authority, internal communication, management support, and training are established as factors of internal marketing, and the parameters for this are job satisfaction, organizational commitment, customer orientation as dependent variables, and We set up hypothesis between research variables and attempted an analysis through statistical system. In summary, each element of internal marketing showed significant results on job satisfaction and organizational commitment, and management support was most closely related to job satisfaction, organizational commitment, and customer orientation of university archive staff.

• 한국벤처창업학회:학술대회논문집
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• 2020.11a
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• pp.115-118
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• 2020

최근 기업의 사회적 책임에 대한 관심이 커져가고 있으며, 사회의 구성원으로서 사회적 책임 활동은 선택이 아닌 필수적인 요소가 되어 가고 있으며 이에 대한 연구들도 활발히 진행되고 있다. 그러나 기업의 사회적 책임활동에 대한 연구들은 주로 사회적 책임활동과 기업의 이미지, 고객만족 및 재방문 등 기업의 성과와 관련한 연구가 주를 이루고 있다. 이에 기업의 사회적 책임활동이 직원들의 내부 고객인 직원들의 직무만족과 조직시민행동에 미치는 영향을 확인하고, 그 관계에서 조직몰입이 어떤 역할을 하는지를 규명해보고자 한다. 본 연구에서는 기업의 사회적 책임활동이 직원들의 직무만족을 증진하고, 증진된 직무만족이 조직시민행동에 영향을 미칠 것이라는 인과적 경로를 검증하고자 한다. 또한 사회적 책임활동과 직무만족, 조직시민행동의 관계에서 조직몰입을 조절 변수로 설정하여 본 연구를 진행하였다.

• Asia Marketing Journal
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• v.8 no.3
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• pp.13-40
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• 2006

The purpose of this study was to investigate the determinants of customers' information engagement, the behavior pattern from WOM to cooperation, and the moderator in the behavior pattern. The proposed three determinants, boundary personnel's citizenship behavior, satisfaction, and commitment were significant antecedents to WOM, but not to cooperation. The path coefficient from WOM to cooperation was significant and hereby the voluntary level of cooperation was found as a higher level of voluntary behavior than WOM. Additionally, the path from WOM to cooperation was moderated by customer involvement, as the path coefficients from WOM to cooperation varied by the level of involvement.

• The Korean Journal of Vision Science
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• v.20 no.4
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• pp.403-411
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• 2018

Purpose : The purpose of this study is to analyze how the certain efforts of the optical shops affect on opticians' job satisfaction and organizational commitment, and to analyze how opticians' job satisfaction and organizational commitment affect on the customer orientation and to suggest the method of maintaining competitiveness. Methods : Two hundred opticians took participations on the surveys via the Internet survey method and social network system (SNS), and SPSS 18.0 statistics program was used for data analysis; frequency analysis, T-test, factor analysis, reliability analysis, and multiple linear regression analysis were conducted. Results : It is analyzed the differences on the job satisfaction and organizational commitment in accordance with type of optical shops, conducting 5 working days/week and flexible time. As a result, higher job satisfaction is presented with 5 working days/week. Relationships with co-workers statistically affect on job satisfaction positively and emotional labor and work overload statistically affect on job satisfaction negatively. In addition, relationships with co-workers and reward statistically affect on organizational commitment positively and emotional labor and work overload statistically affect on organizational commitment negatively. And opticians' job satisfaction and organizational commitment statistically affect on customer satisfaction positively. Conclusion : It is necessary for the optical shops to make an effort for their opticians to improve the job satisfaction and organizational commitment. And to do so, it is needed to form trusting and respecting relationships with co-workers or superiors. In addition, it is necessary to have continuous communication and education for opticians' self-management. Also, it is needed to establish an effective reward system.

• The Journal of the Korea Contents Association
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• v.5 no.4
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• pp.28-35
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• 2005

This paper examines empirically the effect of mileage program in e-Business on brand loyalty, and the mediating role of customers' trust and relational commitment. The results show that customer's benefits and convenience of the program significantly influences positively customer's trust. In addition, customer's trust also influences positively relational commitment, and relational commitment significantly influences positively brand loyalty. Thus, trust and relational commitment should be considered in the mileage program to improve the brand loyalty of internet shopping mall. Implications and limitations of this study are suggested.

• Management & Information Systems Review
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• v.34 no.1
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• pp.103-120
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• 2015

This study tries to explain customer experience in retail stores from a holistic perspective including hedonic, economic, symbolic, and relational dimensions. We also attempt to empirically investigate the effect of each dimension of customer experience on the store attitude and store attachment and the differential influence of the store attitude and attachment on the commitment toward store. The major findings from empirical analysis are as follows. First, all four dimensions of customer experience positively impact on the store attitude. Second, symbolic and relational dimensions of customer experience have a positive effect on the store attachment while hedonic and economic dimensions don't. Third, the store attachment more positively influence the commitment toward store than the store attitude do. This paper extends the scope of the study on consumer experience in retail setting by broadening the dimensions of it and testing the differential effect of each dimensions empirically. The results of this research can provide useful implications for practitioners to build successful strategies on customer experience management in retail stores.

• The Journal of the Korea Contents Association
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• v.10 no.5
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• pp.398-406
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• 2010

The purpose of this study was to research the relationships among self-leadership, job satisfaction, organizational commitment and customer orientation one of the performance variables of employees in travel agency. As more and more travel agency organizations move toward competitive environments, organizational members at all levels are being encouraged to take greater responsibility for their own job tasks and work behaviors. Self-leadership involves the influence people exert over themselves to achieve the self-motivation and self-direction needed to accomplish desirable outcomes. To accomplish this study, it was determined that the analysis derived from a hypothesis and literature reviews and data collected from 206 employees in travel agency.The results of empirical analysis showed as follows. First, Self-leadership has a significant effect on job satisfaction, organizational commitment and customer orientation. Second, Job satisfaction has a significant effect on organizational commitment and customer orientation. Third, Organizational commitment has a significant effect on customer orientation. Based on these findings, the implications and limitations of the study were presented including some directions for future studies.

• The Journal of the Korea Contents Association
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• v.13 no.12
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• pp.470-483
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• 2013

The purpose of this study is to examine the relationship among the emotional labor, service commitment and customer orientation in hotel service context. Moreover, this study was designed to test the moderating effect of supervisor's emotional intelligence to provide fundamental and practical data for hotel industry. In this study, 4 hypotheses based on literature reviews were employed. A questionnaire was also developed based on previous studies. A convenience sample of 318 hotel employees was surveyed and a total of 297 usable questionnaires were analyzed. Then the data and hypotheses were examined using multiple regression analysis using SPSS 18.0. The results are as follows. Firstly, emotional labor was divided into 'emotional dissonance', 'emotional frequency', 'emotional diversity' and 'emotional intensity' according to the literature review. Analysis showed that emotional labor has partial effects on service commitment accordingly. Secondly, service commitment has positive effect on customer orientation. Thirdly, emotional labor has partial effects on customer orientation. Lastly, supervisor's emotional intelligence has partial moderating effects between emotional labor and customer orientation. Continuous and systematic training should be conducted to administer 'emotional labor'.