• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.16 no.6
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• pp.197-211
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• 2021

In the service industry the types are diversifying and the scale of service companies is greatly improving. Such a phenomenon is caused by economic growth and technological development diversifying consumer needs creating demand for new services maturing the service industry and intensifying competition among companies in the form of global competition. It can be said that this is because it is necessary to improve competitiveness by utilizing the economy of scale. Research is needed on the impact of entrepreneurship on various outcome variables in order for service organization managers to respond quickly to diverse and rapidly changing environments and achieve organizational outcomes and corporate goals of management outcomes. The purpose of this study was to empirically analyze the relationship in which the entrepreneurial spirit of a manager influences the relationship between customer orientation, which is an organizational result, customer satisfaction, and financial result, which is a management result. In order to verify such research, the questionnaire was composed of one business owner questionnaire, two employee questionnaires, and two customer questionnaires. The questionnaire was distributed to a total of 400 companies, and the questionnaires of 340 companies were collected. Of these, 303 companies, excluding the questionnaires of 37 companies with many dishonest or missing values, were used for hypothesis testing. The results of this study can be summarized as follows. First, entrepreneurship had a positive (+) effect on customer orientation, supporting the hypothesis. Second, customer orientation showed a positive (+) effect on customer satisfaction, supporting the hypothesis. Third, customer satisfaction showed a positive (+) effect on financial outcomes, supporting the hypothesis. Fourth, it was found that entrepreneurship influences customer satisfaction through customer orientation, and customer satisfaction affects financial outcomes. It turns out that customer orientation between entrepreneurship and customer satisfaction is completely mediated, and customer satisfaction is completely mediated by customer orientation and financial outcomes. The relationship between entrepreneurship and management improved employee behavior and attitudes, which is an individual outcome, and this change was found to improve customer satisfaction, which is an organizational outcome. It makes frequent contact with customers in the process of servicing them. Employee roles are important at service contacts and influence service purchases. Employees facing customers through service contacts act as a decisive factor in maintaining a continuous relationship with customers. Within a beauty service company, it is necessary to create a customer-oriented environment among workers. It suggests that customer-oriented companies and employees can anticipate their desires and provide products or services of superior value to achieve greater customer satisfaction and a competitive advantage. In addition, it was clarified that customer satisfaction has an aspect relationship with financial management, which is a management result. Therefore, it is suggested that the entrepreneurial spirit is an important factor for the management of a beauty service company to secure competitiveness and improve results.

• Management & Information Systems Review
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• v.36 no.1
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• pp.309-327
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• 2017

Recently the importance of emotional labor has increased so this study aims to prove the effects of emotional labor(surface acting and deep acting) on counterproductive work behaviors(deviate from organization and individual deviation) using burnout(emotional exhaustion, personality disorder, decrease in sense of accomplishment) as a medium. 350 surveys were sent to employees such as workers from call centers, salesperson from department store, financial worker, hospital staff, flight attendant and workers from customer center who and worked with emotional labor and 300 surveys excluding insincere ones were used for analysis. The result is as follows. First, surface acting which is a type of emotional labor chosen by customer workers had a positive effect on burnout such as personality disorder and decrease in sense of accomplishment. Second, deep acting had a negative effect on personality disorder and decrease in sense of accomplishment but did not show any effect on emotional exhaustion. Third, personality disorder and decrease in sense of accomplishment among burnout had effect on counterproductive work behaviors(deviate from organization, individual deviation) but emotional exhaustion did not show any effect on work behaviors(deviate from organization, individual deviation). Based on the result of analysis, implication of this study and direction of future research were suggested.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.19 no.1
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• pp.486-496
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• 2018

Customer incivility is an important stress factor employees performing service tasks, and this is equally true for employees who perform civil affairs services. The purpose of this study is to investigate the negative effects of adverse customer behavior and ways to reduce it. This study adopts the Conservation of Resource (COR) theory in order to examine customer incivility. This study predicts that customer incivility will negative emotions and eventually lead to emotional exhaustion in employees. We also predict that social support (organizational support, supervisor support, coworker support) perceived by employees would moderate the relationship between customer incivility and negative emotions. This study is based on 481 questionnaires collected from public officials. The results are as follows: First, customer incivility causes negative emotions. Second, negative emotions mediate the relationship between customer incivility and emotional exhaustion. Third, the relationship between customer incivility and negative emotions showed moderating effects on the perception of organizational support which is one of three types of social support. Based on the results of this study, implications, limitations, and future direction of research are suggested.

• Journal of Internet Computing and Services
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• v.9 no.3
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• pp.103-117
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• 2008

General customer uses internet, SMS(Short Message Service), ATM(Automated Teller Machine), DM(Direct Mail), and telephony services, etc, for service of big businesses and small and medium enterprises, securities, financial institutions, bank. In particular, the case of Fire insurance & Securities, financial institutions, banks must meet Real-Time constrain control through QoS(Quality of Service) ensure. In this paper, we design and implement a system model about Fault-Tolerance IVR(Interactive Voice Response) of Multi Channel Service based on CRM(Customer Relationship Management) environment for the first inbound position of customer. The proposed model can be widely used in Large-scale Customer Response service.

• Proceedings of the Korea Information Processing Society Conference
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• 2003.11b
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• pp.1189-1192
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• 2003

초기 콜 센터는 단순히 고객에게 걸려오는 전화를 응대하는 서비스 수준으로 시작되었지만, 현재는 고객과 마주하는 최 접점으로 서비스 뿐만 아니라 마켓팅, 세일즈를 행하는 기업의 경쟁력을 유지하는데 있어 필수적인 요소로 자리잡아 가고 있다. 특히 개인고객을 많이 접하는 금융기관에서는 콜 센터를 대형화, 지방 분산화 및 백업체제 구축을 위한 Multi 센터를 구축하여 콜만 처리하는 센터로서가 아니라 다양한 채널[전화,email,fax,chating]를 통해 접속되는 고객요구 사항들을 통합된 인프라에서 One Stop 으로 처리하고자 한다. 하지만 회선 교환망을 이용하는 PBX기반 Voice 회선과 IP 환경의 DATA 를 처리하는 이원화된 구조로 Multi 콜 센터를 구축 할 경우, 타 센터의 상담원에게로 콜을 설정시 시간이 많이 소요되어 센터간 Call Load Balancing 및 상담원 Skill Based Routing 을 수행함이 어렵다는 단점이 있다. 본 논문에서는 이러한 단점을 개선할 수 있는 방안으로 Voice 와 Data 를 IP 기반 단일 망으로 구성하고 WAN상에서 음성을 전달할 때 적정한 MOS(Mean opinion score)를 측정 후 객관적으로 필요한 Bandwidth 를 검증하고 Muti 콜 센터에서 효과적인 콜 load Balancing 및 Routing을 할 수 있는 VOIP기반 Convereed Virtual Call Center Architecture 설계 한다.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2015.10a
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• pp.743-745
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• 2015

The purpose of this study is to investigate the relationship between IT environment and commitment in online.The satisfaction of customers, who are in a servicescape, will be subject to many environmental stimulations. In particularly, the servicescapes of the store and the customer characteristics are important factors that affecting the emotional commitment of consumers. In this study, the servicescape that consumers evaluated can be divided into physical and social factors. Furthermore, how these factors can affect the emotional commitment through perceived service quality and social interaction will be studied as well. In addition, the moderating effects of the individual characteristics at the perception of servicescape, such as optimum stimulation level and social appropriateness will be studied together.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2003.05a
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• pp.341-344
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• 2003

ERP 시스템을 이미 보유한 기업인 비즈니스 확대와 전자상거래가 이루어지는 외적인 여건에 의해 인터넷으로 시스템을 확장할 경우 웹 기반의 ERP을 다시 구축하는 것은 시간적 경제적으로 합리적이라고 할 수 없다. 본 연구에서는 협력업체 혹은 고객 등 기업의 부와 연결되는 접점 부분만을 웹 기술을 이용하여 시스템을 확장함으로써 주문관련, 전자구매 등의 필요한 기능을 수행하는 사례를 보여준다.

• Proceedings of the Korea Association of Information Systems Conference
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• 1998.10a
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• pp.31-38
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• 1998

은행이 급변하는 마케팅환경에 적극적으로 대처하고 인터넷뱅킹 시대를 맞이하여 경쟁의 우위를 점하기 위해서는 안정적인 인터넷뱅킹 서비스의 공급이 필수적이다. 이를 위 해서 은행은 기존의 물리적인 고객 접점에서 인터넷의 전자적인 공간을 이용한 가상은행의 구현이 필연적이며 이러한 목표를 달성하기 위해서는 금융전산망의 완벽한 보안이 선결되어 야 한다. 이러한 관점에서 국내 은행들이 전자상거래에서 가상은행을 통한 전자지불시스템 의 구축시 선행되어야 할 전산망 보안에 관한 연구를 국내 금융기관의 실정에 맞게 모델을 선정하고 발전된 모델을 제시하였다.

• The Journal of the Korea Contents Association
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• v.16 no.3
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• pp.376-390
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• 2016

The purpose of present study is to investigate mediating effects of emotional labor in the links between communication ability of small businessmen and customer orientation behavior. In detail, it is demonstrated both impacts of communication ability on customer orientation behavior and emotional labor (surface acting, deep acting), and of emotional labor (surface acting, deep acting) on customer orientation behavior. Furthermore, mediating effects of emotional labor (surface acting, deep acting) will be verified. The data for analysis was collected from 270 employees in small businessmen located in Jeju. The results are as follows. First, the main impacts of communication ability on customer orientation behavior and emotional labor (surface acting, deep acting) were statistically significant, in addition, emotional labor (surface acting) was positively associated with customer orientation behavior. Surface acting as a mediator was partially mediated the relation. The result will help to understand the importance for communication ability in small businessmen, and it suggests the crucial implecation in the communication study of service suppliers.

• Culinary science and hospitality research
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• v.22 no.5
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• pp.252-266
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• 2016

The purpose of this study is to verify a relationship among service quality and customer satisfaction of wedding hall restaurants, and recommendation intention, as well as the moderating effect of image of wedding halls and hotels on the relationship. A hierarchical regression analysis thorugh SPSS was conducted to test the model hypotheses. Research samples were collected from 331 customers of wedding hall restaurants and hotels located in Seoul. The findings and implications of the research can be summarized as follows. First, the employees, facilities and environment service, and convenience of wedding hall restaurants had a positive effect on customer satisfaction of wedding hall restaurants. Second, evidence suggested that service quality of wedding hall restaurants had a positive effect on recommendation intention. Third, while there was a negative moderating effect of image of wedding halls and hotels between food and employee service quality and customer satisfaction, a positive moderation effect of image of wedding halls and hotels was found. Fourth, there was a negative moderating effect between customer satisfaction and recommendation intention.