• Journal of the Korean Operations Research and Management Science Society
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• v.34 no.4
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• pp.165-183
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• 2009

In a service process, the customer typically experiences two types of interactions; one is interaction with the physical ambiance (servicescape) and the other is with employees who may be responsible for the service process quality. The literature in general supports that process quality is a critical determinant for overall service quality and customer satisfaction. In this paper, we primarily examine how the servicescape intervenes the association between process quality and employee/customer satisfaction. The proposed models are tested. using the data collected from the major golf courses in Korea. The results suggest that improving process quality and servicescape have a positive influence on employee/customer satisfaction directly and/or indirectly, but the effect of servicescape may be stronger in the case of golf course businesses. Servicescape also contributes to improving process quality by enhancing employee satisfaction. These results collectively indicate that management emphasis on improving service quality without renovating physical surroundings may results in unsatisfactory outcome.

• Proceedings of the KAIS Fall Conference
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• 2012.05a
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• pp.323-326
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• 2012

현재 우리나라의 경제 환경을 볼 때, 외부적으로는 석유를 비롯한 원자재 가격이 급등, 미국과 일본이 경제둔화, 거대 경제국가인 중국이 경제성장을 조정하고 있다. 국내에서는 수출증가에도 불구하고 기업들의 설비투자 부진, 실업률 상승 및 내수시장 침체 등으로 경제적 회복이 지연되고 있는 매우 어려운 상태에 직면해 있다. 이와 같이 급격하게 변화하는 경영 환경에서 생존하기 위해서는 인적자원 재개발 및 학습능력의 배양이 어느 때보다 중요하게 부각되고 있다. 인적자원의 능력을 파악하여 인원 선발이나 적재적소에 배치한다면 그 보다 더 나은 조직은 없을 것이다. 역동적 경영 환경 내에서 성공을 추구하는 각 기업은 끊임없는 변화에 적극 대응하여 새로운 변화를 창출해 나가는 인적자원의 능력배양을 기업성공의 중요한 요소로 보고 있다. 따라서 역동적 변화 속에 있는 기업은 변화에 효과적 능동적으로 대처할 수 있는 유연한 조직을 개발하여 고객만족 극대화, 종업원 만족 극대화, 인적자원 활용 극대화를 통하여 기업경쟁력 향상을 이룩할 수 있어야 한다. 이에 본 연구에서는 국내 기업 중 4조 2교대 근무 시스템을 도입하여 지식 근로자를 양성함으로써 큰 성공을 거둔 유한킴벌리의 고성과 근무 시스템의 도입부터 적용, 적용에 따른 성과까지의 전 과정을 심층 연구하여 이 시스템이 기업의 경쟁력을 향상 시키는 중요한 도구로 사용 된 수 있도록 연구 하고자 한다.

• Culinary science and hospitality research
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• v.13 no.2
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• pp.292-302
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• 2007

This is an empirical study on Korean traditional restaurant service providers and customers who get direct service from them. This study focuses on the service performance determiners; customer satisfaction, service quality, service providers' satisfaction and loyalty. In order to meet its purpose, we survey 1,000 customers who have visited Korean traditional restaurants. This survey uses the SERVPERF service quality measuring theory. The results are as follows: First, the service providers' satisfaction have an effect on service quality, so the supervisor of a Korean traditional restaurant should construct a HRM (Human Resources Management) system for increasing employees' satisfaction. Second, employees' loyalty is significant, but its effect is lower than their satisfaction. Third, service quality affects customers' satisfaction and loyalty significantly. Fourth, employees' satisfaction and loyalty considerably influences customers' satisfaction and loyalty. Consequently, restaurant managers put their effort into increasing employees' satisfaction, loyalty, and service quality.

• KDI Journal of Economic Policy
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• v.16 no.4
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• pp.141-167
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• 1994

본 연구는 현행 우리나라 노사관계(勞使關係)의 특정을 분석한 후, 미(美) 일(日) 등 선진국가의 노사관계(勞使關係) 경험으로부터 시사점을 도출하여 경제적(經濟的) 합리성(合理性)에 기초한 합리적(合理的) 노사관계(勞使關係)를 정립하기 위한 기본방향(基本方向)과 제도개선방안(制度改善方案)을 제시하였다. 첫째, 파업비용(罷業費用)이 작아 노동조합의 힘이 과도하게 커졌던 교섭력(交涉力)의 부균형(不均衡) 구조(構造)를 개선해야 한다. 반면에 한계근로자(限界勤勞者)는 주로 근로기준법(勤勞基準法)에 의해 보호를 받고 있으므로 법정근로기준(法定勤勞基準)을 일률적(一律的)으로 하향조정(下向調整)하는 것은 바람직하지 않다. 둘째, '종업원만족(從業員滿足)을 통한 고객만족(顧客滿足)', '정보공유(情報共有)를 통한 파업예방(罷業豫防)'을 위해 노사협의회(勞使協議會)의 기능을 강화(强化)하여 근로자(勤勞者) 경영참여(經營參與)를 확대(擴大)해야 한다. 셋째 유연(柔軟)한 인력관리(人力管理)를 위해 고용관계(雇傭關係)의 경직성을 초래하는 법 제도를 개선해야 한다. 유연한 고용조정을 위한 정리해고규제(整理解雇規制) 완화(緩和), 다양한 근로관계의 형성에 유연하게 대응하기 위한 고용결약(雇傭契約)의 자유화(自由化) 확대(擴大)등이 이루어져야 할 것이다. 넷째, 노사분쟁(勞使紛爭)의 소지가 많아지고 파업(罷業)의 경제적(經濟的) 비용(費用)이 크게 증대될 것이므로 노사분쟁처리의 공정성(公正性)을 제고하기 위해 중재위원(仲裁委員) 선정방법(選定方法) 개선(改善) 등의 제도개선이 있어야 한다.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.38 no.1
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• pp.188-198
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• 2015

Both employee satisfaction and loyalty play an important role in increasing the business performances of organizations in the service industry. However, the influence of TQM practices on employee satisfaction and employee loyalty has not been examined in the ICT service supply chain. This study aimed to investigate the impact of five total quality management (TQM) practices on employee satisfaction and employee loyalty in Korean ICT customer service and retail distribution organizations. Based on an empirical study of 578 respondents in a Korean ICT service company, the study examined the hypothesized relationships among TQM practices, employee satisfaction, and employee loyalty. Using structural equations modeling, it is found that TQM practices are significantly related to employee satisfaction, whereas the latter in turn influences employee loyalty. The results of analysis suggest that the ICT customer service and retail distribution organizations should concentrate on enhancing employee satisfaction of their TQM practices and creating a people-satisfied job environment.

• Management & Information Systems Review
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• v.32 no.2
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• pp.165-191
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• 2013

A long debate has been made about whether job satisfaction facilitates or impedes union participation. This study analyzed the moderating effect of union instrumentality in the relationship between job satisfaction and union participation. The data collected from 826 employees of 22 workplaces were empirically evaluated. The result of the research revealed that both positive effect and negative effect were observed in the relationship between job satisfaction and union participation. The positive effect was noticed in the direct influence of job satisfaction on the union participation. However, given the interaction between job satisfaction and union instrumentality, the job satisfaction showed the negative effect on the union participation. Based on this result, we can conclude that the direct influence of job satisfaction on the union participation supports dissonance theory about the union participation and the interaction effect between job satisfaction and union instrumentality confirms the utility theory. The present study indicates that the effect of union participation is more reinforced when job satisfaction and union instrumentality are closely connected than when job satisfaction independently affects union participation. Thus, the result implicates that for the revitalization of the labor union, the organization needs to offer a variety of services to satisfy the expectation of whole union members in practical terms instead of concentrating on the labor movement for the political struggle. This point says a lot for a new direction of labor movement.

• The Journal of the Korea Contents Association
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• v.9 no.4
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• pp.142-153
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• 2009

As many companies have adopted and used ERP systems, concerns about ERP performance also have increased. The purpose of this research is to examine the relationships between qualitative variables and quantitative variables measuring ERP performances. Qualitative research, widely used in MIS research, typically examines perceived usefulness of ERP, such as information quality, system quality, system satisfaction. Quantitative research, often done in accounting research, usually examines ERP performance based on financial statements. An empirical study led to the following conclusions: 1) There were significant correlations among the qualitative variables measuring perceived usefulness of ERP; 2) Significant correlations were also observed among the quantitative variables based on financial statements; 3) However, no significant correlations was found between the qualitative variables and quantitative variables measuring ERP performance.

• Journal of Industrial Convergence
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• v.20 no.1
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• pp.35-42
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• 2022

This study divided employee performance factors into individual, organizational, and institutional factors, and empirically analyzed their relationship with performance evaluation results. Based on the final 417 samples, the results using the SPSS and AMOS are summarized as follows. Among the performance factors, job satisfaction and a fair performance system showed a significant positive (+) relationship with the individual performance evaluation results, and it was difficult to find a clear correlation with stable interpersonal relationships. Job satisfaction (β= 0.432, t= 7.375^***) had the greatest impact, followed by a fair performance system (β= 0.127, t= 2.406^*). This can be said to be the case where the cause of performance is satisfaction with the job and the recognition that the organization's performance system is fair. However, it was found that stable interpersonal relationships, that is, interpersonal relationships that have smooth relationships with other people and are accompanied by psychological stability, are not a performance factor. Based on the empirical analysis results, a discussion on performance factors, implications of this study, and future research directions are presented.

• Journal of Digital Convergence
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• v.19 no.11
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• pp.145-153
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• 2021

The purpose of this study is to present the current status and implications of companies in relation to the nature of CSR based on the theoretical background of corporate social responsibility (CSR). For consumers using mobile phones from Samsung, LG, and Apple, the impact of CSR components on corporate image, customer satisfaction, and customer citizenship behavior was analyzed. Economic responsibility, ethical responsibility, and philanthropic responsibility all have positive effects on corporate image. However, it was found that legal responsibility did not pay attention to the corporate image. And the corporate image was found to have a positive (+) effect on customer satisfaction and customer citizenship behavior. The results of this study suggest that companies need to devise a systematic CSR education system for their stakeholders.

• Journal of Global Scholars of Marketing Science
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• v.9
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• pp.129-151
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• 2002

Today, shipping companies have shown the positive volition to the finding of chanced market through the development of new route with the new recognition and enhancement of competitiveness on the quality management in order to cope with the sharply-changing environment of shipping industry. Accordingly, this study is an empirical study which attempts the general and situational approach in order to clarify what TQM source, Activities and performance affect the enterprises and how it is different upon the step of quality management activities in the object of the incidental business related to the oceangoing and costal transportation, and marine and the groups related to the marines, subdividing the area of offering the shipping service.