• Title/Summary/Keyword: 서비스 지향성

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The Effect of Perceived Customer Orientation on the Customer Intention in Fintech Service: Focused on the Technology Acceptance Model (핀테크 서비스에서 지각된 고객 지향성이 고객 의도에 미치는 영향: 기술수용 모델을 중심으로)

  • Jinyong Choi
    • Information Systems Review
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    • v.23 no.1
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    • pp.93-113
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    • 2021
  • Service orientation and customer orientation are recognized as important success factors in service companies. However, these constructs are evaluated through self-diagnosis within the service company based on service delivery experience. For this reason, Fintech companies that provide financial services based on non-face-to-face channels such as mobile APP have limitations in evaluating their service orientation and customer orientation. Therefore, in this study, the perceived customer orientation is conceptualized so that service orientation and customer orientation can be evaluated through customer evaluation. In addition, the antecedents and consequences of the perceived customer orientation based on the technology acceptance model were demonstrated. As a result, it was confirmed the mediating effect of perceived customer orientation in the relationship between perceived ease of use and usefulness and customer's continuous use intention and word of mouth intention. This study laid the foundation for the Fintech companies that provide all financial services throughout non-face-to-face to measure their service orientation and customer orientation through customer evaluation and utilize them in establishing service operation strategies.

The Effects of Service Employee Market Orientation on Service Creativity: A Cross-National Comparative Study between Korea and Japan (서비스 종업원의 시장지향성이 서비스 창의성에 미치는 영향: 한국과 일본 호텔 서비스 종업원의 비교)

  • Cho, BoKyung;Kang, SeongHo
    • Journal of Korea Society of Industrial Information Systems
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    • v.24 no.4
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    • pp.53-64
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    • 2019
  • This research explored the main and interactive effects of service employee market orientation, service creativity, and national culture(Korea and Japan). To test the hypotheses, responses were collected from 196 Korean and 195 Japan hotel service employee samples. The results showed that service employee market orientation(customer orientation, competitor orientation, and interfunctional coordination) has a positive relationship with service creativity. Also, national culture moderates the relationship between service employee market orientation and service creativity, thereby implying the positive relationship between competitor orientation and service creativity is stronger in Korea than in Japan. In contrast, the positive relationship between interfunctional coordination and service creativity is stronger in Japan than in Korea. Theoretical implications of our findings and practical recommendations for how to address the impact of market orientation on service creativity are discussed.

An Effect of a Company's Organizational Orientation and R&D Capability on the Success of New Products/Services (기업의 조직지향성과 연구개발능력이 신제품/서비스 성공에 미치는 영향연구)

  • Han, Gyu-hyeong
    • Journal of Venture Innovation
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    • v.4 no.3
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    • pp.31-47
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    • 2021
  • Variables such as R&D capability and organizational orientation have been dealt with in previous studies on factors that affect the success of new products/services in technology-based companies, but there have been few studies examining the causal relationship of these variables from an integrated perspective. Therefore, this study aims to analyze the effect of the organizational orientation and R&D capability of technology-based SMEs, consisting of customer orientation, innovation orientation, and competitor orientation, on the success of new products/services. In addition, we want to analyze the influence of a company's product/service competitiveness on the success of new products/services. The survey was commissioned by a research company, and 382 valid copies were analyzed by conducting a survey to corporate members in the technical job-related industry. The questionnaire analysis was performed using SPSS 26.0 and Smart PLS 3.0.Customer orientation, innovation orientation, and competitor orientation were found to have a positive effect on product/service competitiveness. It can be said that market changes in product/service competitiveness, technology improvement capability, target market analysis, etc. meet the objectives of most research projects, such as the success of new products/services. In addition, product/service competitiveness was found to have a positive effect on the success of new products/services. It can be seen that R&D capability has a positive effect on the success of new products/services and plays an important role in business expansion of SMEs. From this analysis result, it was found that the organizational orientation and R&D capability of a company have a positive effect on the success of new products/services. Based on the results of this study, implications were presented on the factors that a company must have for the success of new products/services.

레스토랑 종업원의 서비스지향성 재정의 및 영향요인 - T.G.I. Fridays를 중심으로 -

  • Lee, Yong-Gi;O, Myeong-Geon;Nam, Jung-Heon
    • Journal of Global Scholars of Marketing Science
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    • v.5
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    • pp.43-56
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    • 2000
  • 본 연구는 Dienhart et al.(1993)이 제시한 조직지원, 고객초점, 압박상황하에서의 서비스로 구성된 레스토랑 종업원의 서비스지향성을 고객초점과 압박상황하에서의 서비스로 재정의하고, 조직지원을 종업원의 서비스지향성을 촉진하는 요인으로 제시하였다. 그리고 조직지원과 직무만족, 직무안정성의 상호작용이 레스토랑 종업원의 서비스지향성이 어떤 영향을 미치는가를 분석하였다. 분석 결과, 본 연구에서 레스토랑 종업원의 서비스지향성 구성요소로 제시한 압박상황에서의 서비스는 변수의 내적 일관성이 매우 낮게 나타나 제외되고 고객초점만이 종업원의 서비스지향성을 구성하는 것으로 나타나 압박상황하에서의 서비스 항목에 대한 신뢰성 검토가 추후 연구에서 있어야 할 것으로 나타났다. 그리고 조직지원, 직무만족, 조직지원과 직무만족의 상호작용이 고객초점에 미치는 영향을 분석한 결과, 조직지원은 정(+), 직무만족은 부(-)의 방향으로 영향을 미치는 것으로 나타났으나 조직지원과 직무만족의 상호작용변수를 추가한 분석에서는 상호작용(OS ${\times}$JS)이 정(+)의 유의적인 영향을 미치는 것으로 나타났다. 또한 조직지원, 직무안정성, 조직지원과 직무안정성의 상호작용이 고객초점에 미치는 영향을 분석한 결과, 조직지원과 직무안정성은 정(+)의 방향으로 영향을 미치는 것으로 나타났으나, 조직지원과 직무만족의 상호작용변수를 추가한 분석에서는 두 변수 모두 영향을 주지 않았으며 상호작용 변수만 정(+)의 유의적인 영향을 미치는 것으로 나타났다.

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A Study on Effects of Using of the Hotel Information System to Service Orientation, Customer Orientation & Management Result (호텔정보시스템의 기술수용모델이 서비스지향성 및 고객지향성이 성과에 미치는 영향)

  • Lee, Sang-Dong;Seo, Kyoung-Do;Lee, Jung-Eun
    • 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.

An Empirical Study on the Impact of Strategic Orientation of Port Logistics Service Quality;Focused on Busan Port and Gwangyang Port (전략지향성이 항만물류 서비스품질에 미치는 영향에 관한 실증연구;부산항 ${\cdot}$ 광양항을 중심으로)

  • Jeong, Gyeong-Mi;Chu, Gyo-Wan;Park, Yeong-Geun
    • Proceedings of the Korea Port Economic Association Conference
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    • 2007.10a
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    • pp.175-197
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    • 2007
  • 컨테이너 선박의 대형화, 항만의 중심항과 주변항으로 체제 변화 등과 같은 항만 환경의 변하는 항만간의 경쟁을 심화시키고 있다. 선행연구에서 항만경쟁력 요인 분석을 통해 항만물류 서비스품질 또한 한 요인임을 밝혔다. 기존의 항만물류 서비스품질에 대한 연구에서 항만물류 서비스품질을 통한 고객만족에 관한 연구는 많지만, 항만물류 서비스품질의 선행변수에 대한 연구는 미비했다. 따라서 본 연구에서는 항만물류 서비스품질이 선행변수로 전략지향성의 요인인 혁신지향성, 고객지향성, 경쟁자지향성을 선정하여 이들의 관계를 규명하고자 하였다.

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The Effect of Service Orientation on the Organizational Effectiveness in Security (경호.경비업체 서비스 지향성이 조직 유효성에 미치는 영향)

  • Min, Jae-Ki;Kim, Chang-Ho
    • Korean Security Journal
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    • no.14
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    • pp.141-160
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    • 2007
  • The meaning of this research work lies in providing useful basic resources which can be utilized in the strategic respect of internal marketing by investigating how security employees' quality in relation to service orientation impact on organizational effectiveness. Employees of security in Seoul Gyeonggi region were selected as the subjects of this survey and 234 participants were sampled by Convenience Sampling Method. Resulting data were processed by frequency analysis, exploratory analysis, t-test, one-way ANOVA, correlation analysis, regression analysis using SPSS V11.0 program. The results from these research methods and analyses revealed the followings: First, service leadership which was the sub-variable of the service orientation according to the demographic characteristics revealed significant differences in gender, age; and service encounter, in age, the level of education and monthly income; and the service system, in gender, age and monthly income; and human resources management, in gender, age, the level of education and monthly income. Second, job satisfaction which was the sub-variable of the organizational effectiveness according to the demographic characteristics revealed significant differences in age, the level of education and monthly income; and organizational commitment, in gender, age, the level of education and monthly income. Third, the results from regression analysis of service orientation and organizational effectiveness showed that service leadership, service system, service encounter, which were the sub-variables of service orientation, had significant impacts on job satisfaction, and that service system and human resources management impacted significantly on organizational commitment.

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A Study on the Effects of Service Training on Self-Efficacy and Service Orientation - Centering on Students of Department of Airline Service - (서비스교육이 자기효능감과 서비스 지향성에 미치는 영향에 관한 연구 - 항공서비스학과 학생을 대상으로 -)

  • Chung, Min-Joo
    • Journal of Advanced Navigation Technology
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    • v.15 no.6
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    • pp.1082-1097
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    • 2011
  • Service training influences on students' attitude, working behavior, and the improvement of service performance skill. To raise self-efficacy and service orientation of students, it is necessary to create and maintain a motivating environment. In order to accomplish the purpose of this study, related theories are researched and analyzed through theoretical consideration and in order to understand the relationship between them, questionnaires about service training, self-efficacy and service orientation of students were prepared. The statistics analysis of the collected materials was made by use of the SPSS-WINDOWS 12.0 and AMOS 5.0 statistics package. When it comes to the summary of the results through the empirical analysis of this study, it is as follows: First, the service training have been positively effective to the students' self-efficacy. Second, the service training has been positively effective to the students' service orientation. Third, the students' self-efficacy has been positively effective to the service outcome orientation and service process one.

The Effects of Core Competencies on the Management Performance of Hospitals : With a Focus on the Mediating Roles of Medical Service Orientation and Internal Customer Orientation (의료기관 핵심역량과 경영성과의 구조적 인과관계 분석 : 의료서비스 지향성과 내부고객 지향성)

  • Kim, In Yong;Lee, Sang Hyeok
    • Asia-Pacific Journal of Business Venturing and Entrepreneurship
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    • v.9 no.3
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    • pp.107-117
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    • 2014
  • The Purpose of this study was to empirically investigate the effects of core competencies on the management performance of hospitals and the mediating roles of medical service orientation and internal customer orientation. The sample of this study was composed of 307 employees from 18 general hospitals in Incheon Metropolitan City and Bucheon City. Data were collected with self-administered questionnaires and analyzed using structural equation modelling technique. This study found that core competencies had positive effects on the management performance of hospitals and that medical service orientation and internal customer orientation mediated the relationship between core competencies and the management performance of hospitals. The theoretical and practical implications of the results were discussed and the directions for future research were suggested.

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A Study on the Influence of Organization Service Orientation on Turnover Intention and Organizational Commitment : Focusing on Moderating Effects of Emotional Labor (조직의 서비스지향성이 이직의도 및 조직몰입에 미치는 영향에 관한 연구 - 감정노동의 매개효과를 중심으로)

  • Lee, Sun-Kyu;Jung, Young-Keun;Kang, Eun-Gu;Cho, Yong-Hwa;Kim, Eun-Kyeong;So, Byung-Sam;Youn, Kwang-Sic
    • Journal of Digital Convergence
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    • v.12 no.12
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    • pp.107-117
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    • 2014
  • Organizational Service Orientation is an essential factor to survive competition. So, a number of studies have investigated the impact of service orientation on Job Performance, and many evidence testify with certainty variable. Accordingly, this study investigated the impacts of Service Orientation on Turnover Intention and Organizational Commitment. In addition, this study examined the mediating effects of Emotional Labor. The results of this study are as followings ; First, Service Orientation are negatively related to Turn over Intention. Second, Service Orientation are positively related to Organizational Commitment. Third, Emotional Labor have partially moderated effect on the relationship between Service Orientation and Turnover Intention, Organizational Commitment. These findings provide the theoretical and practical implications.