• Journal of Venture Innovation
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• v.6 no.2
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• pp.123-144
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• 2023

In the age of 100 years, it had become very important to prepare for unexpected dangers. This study was conducted to analyze the factors affecting the sales performance of financial planners. We analyzed the influence relationship of sales training, sales management, and customer orientation on sales performance, and furthermore, analyzed the impact of these influence relationships. To this end, sales training was subdivided into customer development, sales competency, and learning agility. Customer orientation was subdivided into the use of customer management system, SNS use, and customer service provision. Sales management was subdivided into goal orientation, manager leadership, and compensation system. The effect of these detailed variables on sales performance was empirically analyzed. To this end, a survey was conducted targeting currently active financial planners. The survey was conducted for a month in January 2023, and 250 valid samples were analyzed. The results of the empirical analysis were as follows. Customer development and learning agility had a significant positive (+) effect on sales performance. Sales competency were not tested for significance. Among customer orientations, SNS use and customer service provision had a significant positive (+) effect on sales performance. The use of the customer management system was not tested for significance. Among sales management, goal orientation and compensation system had a significant positive (+) effect on sales performance. Manager leadership was not tested for significance. The influence of variables that significantly affect sales performance was in the order of goal orientation, customer service provision, compensation system, slearning agility, customer development, and SNS use. Based on these research results, academic and practical implications were presented.

• Journal of Distribution Science
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• v.8 no.2
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• pp.13-22
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• 2010

Customer Relationship Management(CRM) paradigm has emerged that suggests organizations will be more successfully if they concentrate on obtaining and maintaining a share of each customer rather than a share of the entire market, with information technology(IT) being the enabling factor. This paper presents five key elements that provide the necessary steps that allow and organization to position its people, business process, and information system to establish and take advantage of this paradigm. The key elements are : (1) IT investment, (2) Website application, (3) IT System application, (4) Communication strategies, (5) CRM Performance. The results show that IT investment, IT system application, and Website application play a vital role in enhancing an Organizational Communication. Also, the results show that IT investment, IT system application, Website application, and Organizational Communication play a vital role in enhancing an organization's performance of customer relationship management. Further, this paper discusses the importance of integrating these four elements for achieving effective customer interaction. The author provides academical and managerial implication for business strategies.

• Management & Information Systems Review
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• v.32 no.2
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• pp.137-164
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• 2013

This research examines not only the relationship between customer participation and friendship on which are focused in service marketing, but also their influences on relational outcomes. It has been well-known that customer participation had strong influence on an interaction with service provider in a service encounter which could build up social aspects of customers-service firms, as well as functional aspects. Thus, this paper identify the relational outcomes generated by customer participation and social bonds, not just customer satisfaction or service quality. As results, considering the impact of customer participation on the interaction process, customer participation had a directly positive effect on the friendship significantly. Additionally, friendship influenced by customer participation and interaction with a service provider was examined that it could have influences on relational outcomes such as relationship quality and customer loyalty. Therefore, customer participation can get rich the process of interaction, which can build up friendship between customers and service providers. Ultimately, it is estimated that customer participation and friendship can lead relational outcomes.

• Journal of Digital Convergence
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• v.10 no.11
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• pp.203-208
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• 2012

In this study the hospitality industry's leading companies, hotel companies affect the relationship between the performance information system, customer orientation, service orientation, to identify the target. Convenience extraction methods to Employees engaged in hotel in Seoul & Busan sampling was investigated. In order to derive the results of the study, the study hypothesis was based Information System for customer orientation service orientation, affect the relationship between the performance was investigated. Service orientation and customer orientation significantly affected, but the results of the hypothesis testing, the usefulness of information system technology acceptance model for ease of service orientation and customer orientation in the not significantly affect was not. Service orientation and customer orientation, business performance, but significant results derived significant personal achievements the results derived were not.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.7 no.4
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• pp.1-8
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• 2012

The purpose of research is to reveal the basic factors which innovation behaviors is motivated in the small-and-medium sized company for strengthening the competitiveness. This study empirically investigates and I was able to obtain participations of 114 questionnaire, and derived statistics by means of SPSS/PC version 18.0. In this study I found that strategic approach of organization and educational supports are significant to effective shop-floor process control. Also, results of process control are significant to customer satisfaction and business performance.

• Asia Marketing Journal
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• v.4 no.4
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• pp.28-50
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• 2002

본 연구는 마케팅성과에 대한 Kotler의 접근법을 원용하여 한국의 대표적인 제조기업과 서비스 기업들의 마케팅 성과에 영향을 주는 요인들을 발견하고 경영 시사점을 제시하기 위한 모델을 개발하였다. 제조 분야에서 10개 기업, 서비스 분야에서 9개 기업을 각각 선정하여 전체 19개 기업의 마케팅 성과의 수준을 평가해 보았다. 확인요인분석 결과 제조기업의 마케팅 성과요인으로는 마케팅 인력, 마케팅 조직, 마케팅 전략이 추출되었고 서비스기업의 요인으로는 마케팅 인력, 마케팅 정보, 고객지향성, 마케팅 전략이 추출되었다. 5개의 마케팅성과요인과 제품력, 유통력, 판촉력, 가격력으로 구성된 마케팅역량, 그리고 고객만족 간의 관계를 규명할 목적으로 구조방정식모형을 구축하고 관계들에 관한 가설들을 검증하였다. 요인분석결과 제조기업은 마케팅인력, 마케팅 조직, 마케팅 전략의 세 요인이 유의한 요인으로 나타났으나, 서비스 기업에서는 마케팅 인력, 마케팅 정보, 고객지향성, 마케팅 전략의 4요인이 유의하게 나타났다. 각 요인의 평균치 분석결과, 서비스기업이 제조기업에 비해 마케팅성과 영향요인, 마케팅역량과 고객만족에서 모두 우세하게 나타났다.

• Journal of Distribution Research
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• v.13 no.1
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• pp.79-96
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• 2008

This research has the goal of model presentation which explains the mediating role of the salespeople-related variables(customer orientation, job satisfaction, and organizational commitment) and the customer-related variables(service quality, service value, customer satisfaction, and customer loyalty) on the market orientation's effect on the performance. We collected survey data from 152 shop managers working in the department-store. In the result of final analysis, all 12 hypotheses are supported with statistically significance. The market orientation of firm increases the salespeople-related variables(customer orientation, job satisfaction, and organizational commitment), and the salespeople-related variables increase the customer-related variables(service quality, service value, customer satisfaction, and customer loyalty). Finally, customer loyalty increases the performance. This research has the contribution of explanation which shows the mediating role of the salespeople-related variables(customer orientation, job satisfaction, and organizational commitment) and the customer-related variables(service quality, service value, customer satisfaction, and customer loyalty) on the market orientation's effect on the performance. According to the result of this research, firms have to focus on the market orientation and understand the role of salespeople-related variables and customer-related variables on the process between the market orientation and the performance.

• Journal of Navigation and Port Research
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• v.42 no.1
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• pp.67-78
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• 2018

This paper aims to investigate the nature of Customer Relationship Management (CRM) in liner shipping industries, study the organization's general characteristics which could help to promote such CRM practices, and analyze the relationship between the CRM and the organization's effectiveness. The result of analysis shows that the organizational characteristics which affect the CRM most in shipping industries are the market orientation and the CEO's support. In particular, the CRM was proven to have significant impact on employee satisfaction, service competitiveness enhancement, financial performance, customer satisfaction and the repurchase intention of the customers. This study also suggests that the CRM of liner shipping industries should be enforced comprehensively in synchronization with organizational characteristics, such as organizational culture and organizational systems. Based on such organizational characteristics, the noted CRM strategies were justified to have significantly impacted the overall management performance of the organizational performance of shipping industries and the customer's satisfaction and repurchase intention. This study would be appreciated as a meaningful analysis on the CRM in liner shipping industries which pursues the best interests of both shipping companies and customers.

• Journal of Korea Port Economic Association
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• v.25 no.3
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• pp.339-360
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• 2009

In recent years, the quality and safety requirements in the shipping industries have been more stringent than the previous requirements. It is essential to effective quality management system which can cope with a change in shipping business environment and improve shipping service performance to get competitiveness in the international shipping market. This study on the focus of the Korean shipping company which provides shipping transportation service examined following issues. First, how each of the key factors of ISO 9001 quality management affects service performance, internal customer satisfaction and customer orientation. Second, how the internal customer satisfaction affects service performance and customer orientation. Third, customer orientation affects service performance.

• Journal of Distribution Science
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• v.6 no.1
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• pp.79-98
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• 2008

The Automobile Industry is an end product, which is manufactured by more than 20,000 component parts and measure international competitiveness and technology of a country. It is basic industry leading national economy. The purpose of the present paper is to study The Effects of Customer Satisfaction of Automobile Distribution System on Corporate Financial Performance. The empirical analysis is as follows. First, the result of the difference between Distribution System and Customer Satisfaction shows similar differences with among confidence index, customer loyalty, oral publicity and wills of repeat purchasing. Second, the result of the difference between Customer Satisfaction and Corporate Financial Performance shows similar differences with among safety ratio, growth ratio, activity ratio.