• Proceedings of the Korea Contents Association Conference
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• 2016.05a
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• pp.291-292
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• 2016

한국과학기술정보연구원(이하 KISTI)은 지난 6년 간 전사적으로 품질제고전략, 서비스만족전략, 이미지제고전략 등 3대 고객만족추진전략을 수립하여 체계적인 고객만족경영시스템을 구축하고 이를 강화하기 위한 노력을 기울여 왔다. KISTI는 고객을 대상으로 서비스하는 부분을 크게 5개 업무유형 11 세부 서비스로 구분하여 있다. 각 업무유형별로 산업계, 학계, 연구계, 관계 등 핵심 고객군을 세부적으로 설정하고, 각각의 업무 프로세스 및 서비스 청사진을 표준화하여 이행표준체계를 수립하였다. 국가 과학기술 연구망 업무를 수행하는 담당자별로 실명제를 통한 책임경영을 하고 핵심 고객의 니즈를 반영하기 위한 심층 FGI(Focus Group Interview) 및 DI(Depth Interview)를 진행하였다. 또한 정기적인 고객 Needs 및 VOC 문제점을 파악하기 위한 워크숍을 개최하여 활발한 개선활동을 진행하였다. 향후 연구로는 체계적인 정보서비스의 향상을 위해서는 일부 직원이 아닌 내부 직원 구성원이 모두 고객 지향적 마인드 형성을 해야 한다. 단순한 친절과 고객 편의 제공이 아닌, 전문성을 중심으로 서비스의 질적 수준을 향상 시켜야 한다는 "프로의식"이 내부 구성원들 사이에 확산되어야 진정한 고객중심의 경영이 이루어 질수 있다고 본다.

• 방재와보험
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• s.117
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• pp.8-13
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• 2007

기업의 성장과 발전을 위해서는 고객만족을 통한 매출증대가 기본임은 틀림없다. 이것이 가능하기 위해서 기업의 경영자는 종업원을 기업성공에 결정적인 역할을 하는 존재로 인식하고, 이들의 욕구를 충족시키며 동기를 부여하는 인간관리로서의 내부고객 관리를 해야 한다.

• Journal of Digital Convergence
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• v.14 no.9
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• pp.99-109
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• 2016

This paper aims to examine the role of mediating effect of trust to leaders on the relation between internal marketing and customer orientation. A survey was conducted to examine the responses of 570 employees. Reliability, confirmatory factor analysis and structural equal modeling were used for results. The following are the summary of hypothesis test. First, internal marketing has positive effect on customer orientation. Second, internal marketing has positive effect on employee's trust to leaders. Third, trust to leaders has positive effect on customer orientation. Fourth, the mediating effects of trust to leaders partially mediated the relationships among empowerment, training, reward, internal communication and customer orientation and fully mediated the relationship between management support and customer orientation. Therefore, the results of this study have many theoretical and practical implications.

• Design Convergence Study
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• v.14 no.2
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• pp.17-32
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• 2015

The perspectives of customers and providers as for the services have the same objective; however, perspectives and objective are distinctly different. But the existing methodologies have mostly pondered only based on the customer-centric perspective or separately from the perspective of providers. It would be necessary to take these two perspectives as a whole by combining them into one perspective since they not only have differences but also common points. Therefore, in this study suggested the System Journey Map in terms of internal staff based on the customer's task in service. System Journey Map is consists of four parts : a customer journey map, thus the performance of internal staff, internal staff satisfaction evaluation, and finally the performance of internal staff assessment of the senior staff. After releasing a service, with customers and internal staff made a point of contact to identify specific behavioral patterns and whether any part of the problem so that this toolkit gives us an expectation to be a useful map, which is the intangible being placed in service, not just visualize and understand for identifying problems.

• Journal of the Korean Society for Library and Information Science
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• v.42 no.2
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• pp.235-253
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• 2008

Although use of the term 'customer' has been and is being increased in the area of Library and Information Science, its concept is not clearly differentiated from the replaced term 'user'. Moreover, there has been a tendency that librarians would have objection against using the term customer. Based on this situation, the concept of customer is examined by comparing with related terms, and its impact on library management is discussed. Libraries have adapted marketing viewpoint by applying the concept of customer to themselves, and it requires total change in the library management.

• 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.

• Journal of Practical Engineering Education
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• v.15 no.3
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• pp.663-670
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• 2023

Unlike previous studies that have looked at ESG management and ESG performance from a consumer perspective, this study aims to examine the relationship between attitudes toward ESG and ESG performance perception from the perspective of internal customers who are members of the organization. To this end, the impact of internal members' perceptions of the importance of each ESG area on the organization's ESG management necessity and performance perception was summarized into three research questions and the impact was identified using a structural equation model. As a result of the study, internal customers highly recognized the organization's ESG management needs when they recognized the E (environmental) and G (governance) areas as important, but there was no significant relationship with the ESG management needs in the S (social) area (Research Question 1). In addition, the relationship between the perception of importance in each ESG area and the organization's ESG management needs was found to be little different depending on internal customers' interest in ESG, the degree of ESG knowledge, and age (Research Question 2). Finally, it was found that internal customers who highly perceive the organization's ESG management needs were also positively aware of the organization's ESG performance level.

• Journal of Korea Society of Industrial Information Systems
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• v.11 no.5
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• pp.1-10
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• 2006

This study constructs a causal relationship model of balance scorecard(BSC) performance in supply chain management(SCM). According to the results, the sample companies show the causal relationship of learning and growth performance, internal process performance, customer performance, and financial Performance indices in SCM. And this study implies that BSC performance indices gives, through direct causal relations among them, impact on the ultimate financial performance of firms.

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

• Journal of the Korea Academia-Industrial cooperation Society
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• v.20 no.7
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• pp.578-588
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• 2019

As the service industry develops, service quality, customer satisfaction, and human resource management are considered priorities in modern management to maintain a company's growth. Therefore, understanding the strategic importance of service marketing is an essential task for modern companies. This study examined the relationship between the internal service quality of employees in the organization and customer orientation through organizational effectiveness. In the case of an airline, a service can be defined as an interaction between an external customer and an internal customer service provider. This interaction significantly affects the behavior and attitude of the employees. Based on the results, empowerment has a significant influence on the internal service quality, but it has no significant effect on customer orientation. As the relationship between department and employees improved, the more confident staff showed an improved ability to perform their work. Therefore, it is important that the organizational structure and the reporting system are as concise and clear as possible to allow employees to accurately recognize the authorities and responsibilities assigned to them and have autonomy and discretion in the framework.