• Journal of Navigation and Port Research
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• v.31 no.5 s.121
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• pp.385-393
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• 2007

This study aims to verify the structural relationship among service orientation, employees' satisfaction and business performance primarily on the International Freight Forwarders. For carrying out the study, literature survey relating to service orientation, satisfaction and performance along with empirical analysis was carried out. Results of analyses were found to be as follows: first, International Freight Forwarder's service orientation has had influence on employees' satisfaction second, employees' satisfaction in the freight forwarding companies has had influence on financial performance.

• Asia Marketing Journal
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• v.3 no.2
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• pp.69-91
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• 2001

고객이 서비스상의 실패에 대해 때로는 강한 부정적 반응을 보이기에 서비스를 제공하는 조직의 서비스회복능력은 고객만족을 달성하기 위해 강력하고 효율적으로 운영되어야 한다. 따라서 본 연구는 온라인상의 서비스인 ISP업체(10개의 회사)를 대상으로 온라인 서비스 상에서 고객이 서비스상의 불만을 경험할 때 기업이 고객의 불만을 회복시켜 만족으로 전환시키려는 회복속성들이 실제로 고객이 가지는 분배상의 공정성, 절차상의 공정성 및 상호작용 공정성에 어떤 영향을 미치는가를 실증적으로 검증하기 위한 것이다. 이를 위해 10개의 ISP업체를 선정하고 해당 업체에 대해 불만을 가진 고객들이 기업의 불만제거 노력에 대해 평가하도록 하였다. 가설 검증을 위해 LISREL을 이용하여 서비스의 회복속성인 보상, 신속한 반응, 무반응, 사과, 사전보상제공 등이 분배상공정성, 절차상 공정성, 상호작용 공정성에 직접적으로 미치는 효과를 파악하고 이 공정성의 요인들이 만족에 미치는 영향도 실증적으로 검증하였다. 온라인 상이라는 새로운 환경을 고려하여 기존의 모델에서 간과된 부분을 확인하기 위해 확장 모델을 제시하여 새로운 의미를 가진 경로가 존재하는지 확인하고 이 부분에서 유의적인지 않은 경로를 배제한 수정모델을 제시하였다. 기존의 연구를 바탕으로 제시된 가설은 연구모델에서 경로 계수를 추정하고 이에 대한 t값을 통해 검증하였다. 본 연구에서 제시하는 시사점으로는 고객의 서비스 실패 및 회복상황에 대한 평가의 이론적 원칙을 설명하고 관리자에게 각각의 서비스 실패와 일치하는 서비스 회복전략을 제시하여 운영상의 가이드 라인을 제시한다고 할 수 있다

• 프린팅코리아
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• s.25
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• pp.36-41
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• 2004

지난해 말까지 전국에 보급된 CTP 장비는 총 105대. 사용자들은 얼마나 만족하고 있는지, 그리고 개선점은 무엇인지에 대해 창간 2주년 특집으로 설문조사를 실시했다. 설문조사 방식은 전화와 팩스, 그리고 직접 방문을 통해 실시했으며, 대상은 지난해 말까지 CTP 장비를 도입한 업체를 기준으로 했다. 이 중에서 국가기관에 보급된 8대와 신문사 및 기타 업체에 보급된 5대는 이번 설문조사에서 제외되고 85개 업체(회수80개 업체) 92대에 대해 설문조사를 실시했다.

• Proceedings of the Korean Institute of Navigation and Port Research Conference
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• 2013.06a
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• pp.57-59
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• 2013

본 연구는 운송주선업체와 관련된 다양한 선행연구를 통해 중국물류주선업체 발전과정 및 상해지역 운송주선업체의 시장현황을 고찰하고, 화주와 운송주선업체의 이용현황을 제시하였다. 그리고 상해지역 화주를 중심으로의 운송주선업체의 선정요인을 파악하고, 화주들에게 제공하는 만족도, 충성도, 기업성과에 있어 각 선정요인에 미치는 영향을 알아보고자 한다.

• Korean Security Journal
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• no.20
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• pp.313-338
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• 2009

Yet this study of a private security company guards who did not apply to most firms - An exchange relationship with the quality of the application of the theory of private security companies and the high turnover and low job satisfaction and find ways to improve the firm - An exchange relationship Job satisfaction and turnover of the quality of the major research variables with a theoretical discussion of the relationship they set and based on this study demonstrate the analysis is attempted. This expansion contributes to the possibility of applying the theory, and private security companies to manage their organizations more effective by presenting the theoretical basis. Was trying to contribute to practical. Therefore, in this study to determine the following three things that it first, in a private security company bosses - men exchange turnover of the members of the quality of the relationship is to help the relationship, secondly, from a private security company boss - An exchange relationship The quality of the work of the members are satisfied with the relationship, and finally the 'private security company's turnover in the member's job satisfaction is associated with a reduction of is whether. To this end, Seoul. Gyeonggi Province located in a private security guard companies and 238 people involved in the actual target and try to analyze these results demonstrate the firm - An exchange relationship to the quality of the turnover of the direct impact of the factors, but showed up as non - Job satisfaction showed a significant impact. Job satisfaction also significantly affect the turnover of the firm - An exchange relationship to the quality parameters according to degree of turnover. Therefore, exchange relationships with men from private security companies want to increase the quality of the firm's efforts to improve the men's job satisfaction indirectly through a reduction in turnover can be affected have been identified. We in the private security company to members of the firm's position in relation to their subordinates to improve the quality of the proposal is to.

• Korean Security Journal
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• no.37
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• pp.165-195
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• 2013

Today, the importance of social capital is emphasized in modern industry as the third capital. Social capital involves "trust and norms for members" and "social network" related to effective human resource management, which is being investigated actively by many researchers. However, It is difficult to see the report on the social capital of private security industry employees. So, this report suggests effective management practices of employees through the empirical analysis on the relationship between social capital and job satisfaction with a focus on the role of mediation for job characteristics. For the most, this research through analysis on relationship between social capital and job satisfaction shows that of the components of social capital, trust and networks influence effect on job satisfaction significantly. Secondly, as result of analysis on role of mediation for job satisfaction, importance of job involved in job characteristics has an effect of mediation. This result of empirical analysis menas that the pressure of private security industry employees is reduced and cooperation which is based on social capital is need through members' trust and social network. Therefore, the strategy of management about private security industry employees should be considered for both activation of social capital and maintenance.

• Journal of Distribution Research
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• v.11 no.3
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• pp.79-101
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• 2006

This paper examines the effects of justice on relationship quality and performance in industrial markets. Data were obtained from a sample of 284 supplier's key informant. The findings demonstrate that distributive, interactional and issue-specific justice enacted by buyer enhance supplier trust. Further, distributive and procedural justice enacted by buyer enhance supplier satisfaction. Trust positively affected supplier satisfaction, and relationship quality positively affected performance of its supplier. And, the theoretical and practical implications of this result and future research were suggested.

• Journal of the Korean Society of Clothing and Textiles
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• v.23 no.8
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• pp.1170-1181
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• 1999

본 연구의 목적은 미국 의류점포의 판매규정과 고객의 점포에 대한 기대가 판매원과 소매점에 대한 만족과 평가에 미치는 영향을 조사하는 것이다 미국에 거주하는 한국 소비자들을 대상으로 먼저 시각적으로 분위기가 다른 두 점포에 따른 고객의 서비스에 대한 기대를 측정하기 위해 슬라이드를 보여주고 의류업체의 판매규정에 따른 의류에 관련된 문제상황을 설명해주는 시나리오(판매원 노력에 의한 문제 해결 또는 소비자 노력에 의한 문제해결)를 읽게 한 후 설문지를 작성하게 하였다 그 결과 업체의 판매규정이 판매원의 서비스에 대한 만족도와 평가 의류점포서비스에 대한 만족도와 평가에 영향을 미치는 것으로 나타났다.

• Proceedings of the Korean Society of Computer Information Conference
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• 2018.07a
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• pp.517-518
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• 2018

국내 제약 산업은 상위 30대 기업이 전체 생산 매출의 55.1%를 차지하는 불균형적인 구조를 가지고 있으며, 중소업체들은 공급자 과잉의 힘든 상황 속에 처해 있다. 이러한 가운데 중소제약업체를 중심으로 기존 설비를 활용하여 외국 제약회사의 Original 의약품을 복제한 Generic 의약품을 생산하여 납품하는 OEM/ODM 방식의 위탁생산이 증가하고 있다. 또한 글로벌 바이오의약품을 중심으로 CMO(Contract Manufacturing Organization) 생산에 대한 관심이 높아지고 있다. 본 연구에서는 의약품 위 수탁 사업에 있어서 영업사원의 핵심역량인 정보제공, 전문성, 판매기술, 태도 및 관계형성, 업무유연성이 고객 만족에 미치는 영향을 분석하여 CMO업체의 경쟁력 강화를 위한 방안을 제시하고자 한다.

• 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.