• Journal of Digital Convergence
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• v.11 no.11
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• pp.603-611
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• 2013

This study examines the impact of job stress on customer-oriented boundary-spanning behavior with the mediating effects of organizational commitment. The survey data was collected from 147 employees working at a hospital and analyzed statistically by using SPSS 18.0 and AMOS 18.0. The result of this study are as follows. Hypothesis 1, Job stress has a negative influence on organizational commitment. Hypothesis 2, Organizational commitment has a positive influence on customer-oriented boundary-spanning behavior. Hypothesis 3, Job stress has a negatively significant impact on customer-oriented boundary-spanning behavior. Accordingly, Organizational commitment has the role of partially mediating the effect between job stress and customer-oriented boundary-spanning behavior. This means that employees working at the point of meeting customers must reduce their job stress in order to improve the service quality of a hospital and creating solutions to reduce job stress of hospital employees can increase customer-oriented boundary-spanning behavior.

• Journal of dental hygiene science
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• v.4 no.2
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• pp.61-73
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• 2004

In this study, I have analyzed domestic dental clinics which had introduced CRM for customer satisfaction management. The purpose of this study is to provide information for designing efficient CRM. I would suggest some strategies to carry out CRM as followed. First, promote long-term relationship with customers. Second, select a target patient group and classify customers. Third, set a systematic database up. Fourth, make various channels to communicate with customers. In addition, the following ways are essential to be successful in implementing CRM. First, strengthen the service provided at the Moment of Truth (MOT). Second, organize learning in hospital and all the staff should be customer-oriented. Third, perform systematic "internal marketing".

• Journal of Global Scholars of Marketing Science
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• v.14
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• pp.101-124
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• 2004

This study is to investigate structure relationship between factors influencing or mediating store loyalty in service encounter. The result of study suggests salesperson's voluntary service has an effect on store loyalty through interpersonal relationship and store satisfaction. On the other hand, nonvoluntary service doesn't statistically influence interpersonal relationship but influences store loyalty through store satisfaction. Interestingly this results shows that store loyalty is consisted of cognitive loyalty, affective loyalty, intentional loyalty, and behavioral loyalty and each loyalty have an affect in sequence each other. Managerial implications on research result is followed as first, as an evaluation method of salesperson, it is useful to evaluate salesperson's behavioral performance. second, to build store loyalty, it must make an effort for marketer to differentiate through store promotion in terms of customer's cognitive perspectives. It is meaningful for these results to apply to current retailing situations practically.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.16 no.11
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• pp.7494-7500
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• 2015

The purpose of this study is to investigate how the customer's attitudes and behavioral responses, depending on the persuasion tactics of salespeople in customer service and meeting point. The tactics of persuasion of customer acceptance and purchase depending on the type of salesperson with proven effectiveness of even comes out to investigate what results according to the purchase form and the customer that the customer consumes gender. Results First, the tactics of persuasion tactics of coercive tactics to mention the loss of a salesman showed that increasing the degree of acceptance than non-coercive tactics to help consumers buy the information provided above. Second, coercive tactics to adjust the effect with respect to the degree of acceptance of the purchase of helping consumers to purchase in the online form has been proven to be more effective than non-coercive tactics case. Third, adjusted for gender effects were proven to help women with respect to the degree of acceptance of a consumer purchases more effective than men. That is, in consumer contacts, the persuasion tactics of salespeople depending on the customer's acceptance and purchasing intention showed that coercive tactics has the more positive impact on online forms and women.

• Korean Security Journal
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• no.57
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• pp.111-135
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• 2018

Domestic casino companies strongly demand their employees to provide high quality customer services for improving customer's satisfaction and to minimize customer's complain to achieve organizational objective. This seriously influences the job stress, job satisfaction and turnover of employees. However, ongoing management is necessary for job satisfaction and turnover intention of employees because which are related to organizational effectiveness and factors able to maximize the profit. In this study, we examined the influence and causal relationship of job stress from emotional labor of employees on job satisfaction and turnover intention of employees. As a result, job stress had a full mediating effect in the relationship between emotional labor, job satisfaction and turnover intention. It was confirmed that emotional labor of casino employees could cause job stress and further influence job satisfaction and turnover intention. In order to reduce job stress and improve job satisfaction, we propose the improvement of overall human management structure and company environment of casino companies. Emotional education such as emotional regulation ability, empathy, and interpersonal skills should be strengthened to reduce job stress from emotional labor, and the self-esteem program will be helpful to casino employees to maintain the emotional positiveness and maximize their working abilities.

• Journal of the Korea Institute of Building Construction
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• v.8 no.6
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• pp.99-105
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• 2008

Resent, requirement of residents is socially increasing for apartment. Apartment housing os developed to reduce the housing shortage caused by urbanism after industrialization in Korea. The Purpose of this study is to analyze the casual relationships of housing satisfaction, living Life-Cycle on all residents of apartment housing. This study develops a theoretical model based on the previous studies, and testifies the hypothesis through analyzing to questionnaires form 643 residents of apartment housing. Then, the data were analyzed by SPSS12+ program package in terms of frequency, correlation analysis and multiple regression analysis. The results of this study is summarized as the followings: The perceived quality had positive effects on the factor of living Life-Cycle and housing satisfaction. Finding of this study can provide valuable information for a criterion of decision making to consumer and a marketing strategy of housing construction company.

• Fashion & Textile Research Journal
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• v.12 no.5
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• pp.591-598
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• 2010

Customer misbehavior can affect dissatisfaction and negative behavioral responses of other customers at the service encounter. This study explored other customer and retail employee reponses to customer anger and aggressive behaviors at the service encounter by examining the perceived wrongness of such behaviors under different situations and comparing the two perspectives of retail employees and consumers. Three scenarios were developed representing different situations including firm's responsibility, both of customer and employee responsibilities, and uncontrollable one. Data were collected from individual interviews with 222 retail employees and 149 consumers. The results showed that the consumers' perceived wrongness of customer aggressions were higher comparing to that of employees. The reasons of perceived wrongness were different by three situations implying that responsibility and controllability affected the perceived wrongness. The study further discusses implications.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2015.10a
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• pp.280-282
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• 2015

This paper proposed Small business owners can use customer contact without additional external assistance professionals and mobile apps, the mobile web, homepage is can automatically create. Automation Platform system combines Single Page Application, cross-platform based native mobile apps, N-Screen based Content building, private cloud based PaaS of construction technology, P2P file sharing and network based multimedia-threaded technology and by automated platform to study how a small business to communicate with customers easily.

• Proceedings of the Korea Contents Association Conference
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• 2019.05a
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• pp.327-328
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• 2019

에어비앤비, 우버택시 등과 같이 공유경제 패러다임을 반영한 새로운 차원의 서비스 비즈니스의 확산은 IT기술을 기반으로 하는 스마트 네트워크 보급에 다른 제품의 서비스화가 일반화되었기 때문이다. 공유경제라는 새로운 패러다임 하에서 제품 공유와 관련된 서비스 시스템의 디자인 응용을 연구하는 것은 갈수록 중요해지고 있으며, 공유경제를 기반으로 하는 서비스 디자인이 스마트 네트워크와 융합을 통해 자원 활용을 높이고 낭비를 줄이며, 사용자의 다양한 생활 체험과 가치 있는 수요를 보장해줄 수 있기 때문이다. 본 연구는 기존의 서비스 디자인에 관한 문헌 정리와 디자인 실무를 통해 고찰한 서비스 디자인 개념을 바탕으로, 부산을 방문하는 외국인 고객을 대상으로, 예측하기 힘든 특수한 날씨환경에서 우산 사용에 대한 사용자의 니즈와 수요를 조사하고 분석하여, 보다 개선되고 창의적인 "공유우산 서비스 디자인 모형"을 구축하고자 하였다. 이를 위하여 서비스 디자인 방법과 원칙에 따라 우산을 공유하는 서비스 시스템의 목표고객, 접점을 분석한 후, 외국인 관광객을 위한 서비스 시스템의 서비스 청사진을 만들고 우산공유 시스템 구축과 실무적용을 위한 서비스 전략을 제시할 계획이다.

• Proceedings of the Korea Information Processing Society Conference
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• 2010.04a
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• pp.680-682
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• 2010

IT서비스의 아웃소싱을 통해 기업은 핵심역량에 집중하므로써 비용절감을 통한 경쟁력확보를 위해 노력해왔다. 서비스데스크는 단순히 고객의 불만사항이나 장애처리를 담당하는 영역을 넘어 IT아웃소싱에서 고객사와 IT서비스 제공사의 단일접점 뿐만 아니라 IT서비스제공사간의 원활한 의사소통을 통해 협업을 이루어가고 있다. 신세계 이마트의 무인점포시스템과 에릭슨코리아의 토털IT아웃소싱의 사례 중심으로 서비스데스크의 역할과 기능을 살펴본다.