• The Journal of the Korea Contents Association
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• v.11 no.5
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• pp.433-448
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• 2011

In this study, an empirical analysis was made with intent to establish an appropriate marketing business strategy for customers by inquiring into the effect of service education of 250 Korean restaurant employees, who provide services for foreign tourists in Seoul area as professional customers, on service orientation and organizational effectiveness. The result is summarized as follows. The effect of service education of Korean restaurants' employees on service orientation showed that the typicality, reliability, confidence and empathy have a positive effect on the service orientation. For the effect of service orientation on organizational effectiveness, the service orientation had a positive effect on the job satisfaction and organizational effectiveness. In other words, it was proven that the typicality, reliability, confidence and empathy of employees education are key mechanisms in improving their behaviors and attitudes to aim for important customer-centered services. Consequently, the backup of these attitudes and customer-oriented behaviors can be connected to the increase of productivity, which enhances the organizational effectiveness.

• The Journal of the Korea Contents Association
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• v.21 no.4
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• pp.555-564
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• 2021

This study evaluates the social value orientation, well-being of the elderly and care needs of elderly that elderly care services are identified and seeks future service development directions through a desire survey. As of October 2019, 1,501 elderly living alone who used basic care services for the single elderly households for more than 3 months were sampled, and frequency analysis, technical statistical analysis, t-test, and variance analysis were conducted. The survey found that social value orientation averages 90.93, and the sense of well-being of the elderly is 71.29 points. As a result of the analysis of variance and post-hoc analysis, the well-being of the elderly was statistically significant in groups well aware of their social value orientation. In addition, key words such as "loneliness", "lonely Death", and "safety" were derived for concerns that may arise when the service is discontinued. Based on the results of this study, it could be used as basic data to explore the development direction of the new "elderly care services" and to establish a care system for senior citizens in preparation.

• Asia Marketing Journal
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• v.2 no.1
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• pp.27-41
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• 2000

본 연구는 서비스산업인 호텔기업을 대상으로 특 1 급, 특 2 급, 1 급 호텔의 시장지향성이 관리자와 종업원들간에 어떻게 지각되고, 호텔등급별로 시장지향성은 차이가 있으며, 호텔등급별로 시장지향성이 사업성과에 미치는 영향력은 차이가 있는가를 알아보고자 이에 관련된 연구과제를 설정하고 실증분석 하였다. 본 연구의 실증분석 결과는 다음과 같다. 첫째, 호텔등급별로 관리자와 종업원들은 특 1 급 호텔의 경우 경쟁자의 가격구조에 대한 반응(Moi3)(p<.01)과 시장세분화를 근거로 한 신제품/서비스 개발(Mor1)(p<.05), 특 2 급 호텔의 경우 고객여론 조사 정도(Mog2) (p<.05), 시장세분화를 근거로 한 신제품/서비스 개발(Mor1)(p<.05), 제품/서비스 개발 노력이 고객욕구와 일치하는 가의 정기적 점검 (Mor2)(p<.05)., 1 급 호텔의 경우 비공식적 수단에 의한 호텔산업 정보 수집 정도(Mog3) (p<.05), 사업계획이 시장조사보다는 기술발전에 따라 이루어지는 정도(Mor3)(p<.05) 등의 시장지향성 항목에 대해서 유의적인 지각 차이를 보이는 것으로 나타났다. 둘째, 특 1 급 호텔의 시장지향성이 특 2 급, 1 급 호텔의 시장지향성보다 높은 것으로 나타나 특 2 급, 1 급 호텔은 특 1 급 호텔을 전략적 벤치마킹의 대상으로 설정할 필요성이 있는 것으로 나타났다. 셋째, 호텔등급 별로 시장지향성이 성과에 미치는 영향력(R²)을 분석한 결과, 특 1 급과 특 2 급 호텔이 1 급 호텔에 비하여 유의적으로 높은 것으로 나타났다. 한편 특 1 급과 특 2 급 호텔은 통계적으로 유의적인 차이는 없었으나 특 1 급 호텔의 시장지향성이 더 높은 것으로 나타났다.

• Journal of the Korean Society of Food Science and Nutrition
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• v.35 no.6
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• pp.801-808
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• 2006

The purposes of this study were to measure customer orientation of dietitians engaged in contract foodservice management companies, and to examine the impacts of personal characteristics and organizational characteristics on the customer orientation of dietitians. The questionnaires developed for this study were distributed to 230 dietitians of contract foodservice management companies, including 4 major companies, in Seoul and Gyeonggi areas. A total of 187 (81.3%) questionnaires were used for analysis, and statistical analyses were conducted using SPSS (Win 11.5) for descriptive analysis, correlation analysis, t-test and ANOVA. The average customer orientation score of the dietitians was 3.77 (SD=0.40) and it seemed that most respondents evaluated themselves as customer-oriented. Further analyses revealed significant differences in customer orientation among different position (p<0.05) and payroll (p<0.01) groups.'Type of menu' also affected the customer orientation (p<0.01). Overall, it is needed to design efficient training programs that improve service skills and customer orientation of dietitians, and the understandings on variables affecting customer orientation would help it.

• The Journal of the Korea Contents Association
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• v.15 no.7
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• pp.330-342
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• 2015

Medical tourism has been regarded as one of the most lucrative tourism sector for many destinations, particularly Asian countries. Medical tourism, combining the very polarized purposes of pleasurable travel and potentially stressful health care services, is an emergent and growing business worldwide. This study empirically examined the mediating effect on the relationship between service orientation and turnover intention of medical tourism employees, sampling nurses. The empirical results demonstrated: 1) service orientation had a direct negative influence on turnover intention; 2) the relationship between service orientation and turnover intention was mediated by job involvement; and 3) the relationship between service orientation and turnover intention was mediated by job satisfaction. These results can contribute to the medical tourism field by managers a valid and reliable indications for developing successful strategies in the medical tourism sector.

• Journal of the Korean Society for Railway
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• v.12 no.5
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• pp.761-771
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• 2009

This paper performed an empirical study through the survey to investigate the effects of the service orientation of the urban railway-operating company on employees' job satisfaction and customer orientation. For this, the surveyed data was analyzed through factor analysis, reliability analysis, and regression analysis. The difference between railway-operating companies was analyzed by the t-test and the differences between workers in different fields were analyzed by the ANOVA test. The results show that 1) human resource management, employee empowerment, service leadership, and service system are positively related to employees' job satisfaction in the decreasing order, 2) the service system, human resource management, and service leadership are positively related to customer orientation, but employee empowerment is negatively related to customer orientation, 3) the workers of the urban railway-operating company A and B show significant differences in job satisfaction and customer orientation, and 4) the job satisfaction and the customer orientation of the rolling stock maintenance workers was the highest and that of service workers in station was the lowest.

• Culinary science and hospitality research
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• v.19 no.3
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• pp.87-104
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• 2013

This study attempts to effectively manage service orientation for deluxe hotel buffet restaurant workers in the kitchen organization. For this, the organization's service orientation in the relationship between employees' job satisfaction and organization performance was empirically tested. A survey was conducted to 300 restaurant employees working in the buffet kitchen of deluxe hotels in seoul. 276 copies of questionnaire were selected to take a regression analysis using Amos 16.0. The results of the test are as follows. First, the effect of service orientation on employee's job satisfaction showed that service leadership and service system of service orientation were significant factors about it. Second, hypothesis testing for the effect of service orientation on organization performance showed that human resource management of service orientation was a significant factor about it. The effect of employee's job satisfaction on organizational performance was significant as shown in previous studies. In conclusion, service leadership and service system should be a priority in order to improve service orientation and job satisfaction because employee's job satisfaction and organization performance have a direct relationship.

• Asia Marketing Journal
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• v.3 no.2
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• pp.21-40
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• 2001

본 연구는 서비스제공자의 고객지향성이 관계 질(만족, 신뢰 및 몰입) 및 재구매의도에 어떠한 영향을 주는가를 탐색하고자 의료서비스구매자를 대상으로 실증분석한 것이다. 구체적으로 본 연구의 모델을 살펴보면 다음과 같다. 먼저 서비스제공자가 갖는 고객지향성을 최종 결과변수인 재구매의도의 선행변수로 설정하였고, 이러한 고객지향성은 관계 질인 만족, 신뢰 및 몰입을 매개하여 재구매의도에 영향을 미치는 것으로 가정하였다. 이러한 연구모형을 검증하기 위해 종합병원에 입원한 환자 267명을 대상으로 실증분석하였다. 분석결과를 정리하면 다음과 같다. 서비스제공자의 고객지향성은 서비스구매자의 만족에 영향을 주며, 이러한 만족은 신뢰 및 몰입에 영향을 주고, 또한 재구매의도에 직접적으로도 영향을 주는 것으로 나타났다. 그리고 재구매의도는 신뢰 및 만족에 의해서도 영향을 받는 것으로 나타났다. 마지막으로 본 연구애서 얻어진 결과를 토대로 관리적 시사점을 제시하였다.

• Korean Security Journal
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• no.20
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• pp.141-177
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• 2009

The purpose of this study is to identify the effects of service orientation perceived by employees of security companies on service quality and management performance based on service orientation theory. To test this, 345 participants were sampled from the security companies located in Seoul and Gyeonggi area using stratified cluster random sampling, and then frequency analysis, exploratory factor analysis, t-test, one-way ANOVA analysis and path analysis of the resulting data were conducted using SPSS 15.0 program. Conclusions derived from the aforementioned analytical methods are as follows: there were difference in service orientation according to demographic characteristics. And results from analyses showed that service leadership, which is sub factor of service orientation, was highly evaluated by the male group, and the customer service, by the participants of having college education and more, and the service system, by the group of the income bracket between 1.51 and 2 Million Won.

• Asia Marketing Journal
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• v.8 no.1
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• pp.49-76
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• 2006

This study investigates the effect of market orientation of knowledge-based service suppliers on the sourcing process of service recipients. Focusing on a dyadic relationship between a supplier and a buyer, this study proposed a conceptual model of market orientation incorporating the antecedents and consequences of market orientation. This study empirically tested research hypotheses delineated from the conceptual framework. The present study revealed that the impact on the buyer's performance of the supplier's customer and competitor orientation turned out to be more influential than that of inter-departmental cooperation. Also these two dimensions of customer and competitor orientation played a positive role in reducing buyer's perceived risk and uncertainty related to the evaluation of services out-sourced. Interestingly enough, the supplier's perceived importance on the distance between the buyer and supplier remains important especially when the degree of buyer's market orientation is high. This finding is somewhat contrary to the fact that the geographic location of the buyer becomes less important for the internet-based B2B service providers. Based on the findings, this study suggested managerial implications and broadened the scope of academic research in the field of business services. Future research directions and the limitations of this study are also discussed.