• 대한안전경영과학회지
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• 제14권3호
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• pp.245-257
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• 2012

Business environment, competition among firms in recent years, diverse and fragmented by the symbol of the consumer has become very complex and intense. Nevertheless, for the best performance of firms differentiated their company strives to have unique core competencies. In this study, reviewing the internal customer support activities and existing research on market orientation and then how it affects the future strategy for the internal customer support activities. Through the results of this study, first, to appear understanding of the effect of education and training to customers in enterprise-wide, strategic plan through competitor analysis, improved communication between departments, etc need to design to be effective in performance of company in a long term when in planning and training for employees such as job training, service training and training for improving service mind. Second, employment stability and internal communications to the employee's customer orientation showed no significant affect. This is considered for employees due to lack of fear or anxiety, so the employer could focus on his role in the current organization willing to participate actively for goals of the organization. Finally external customer orientation in the employee's customer orientation did not affect the analysis results which is appeared to in companies are constantly communicating with employees through the company's position and the difference between the employee's position is necessary to look for ways to narrow down.

• 디지털융복합연구
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• 제13권7호
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• pp.69-78
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• 2015

노사관계는 향후 융복합 글로벌환경에서 기업들이 지속적인 경쟁력을 확보하기 위해 반드시 풀고 가야할 핵심과제로 부각되고 있다. 본 연구는 융복합형 노사갈등이 이직의도에 미치는 영향에 있어서 노조참여행동의 매개효과 검증해 보고자 하는데 연구의 목적을 두었다. 자료의 수집은 대전시, 충청남 북도에 위치한 중소기업의 종업원 491명을 대상으로 조사하였다. 분석 결과는 다음과 같다. 첫째, 노사갈등이 노조참여행동에 정(+)에 영향을 미치는 것으로 나타났다. 둘째, 노조참여행동은 이직의도에 부(-)의 영향을 미치는 것으로 나타났다. 셋째, 노조참여행동은 노사갈등과 이직의도와의 관계에서 매개역할을 하는 것으로 나타났다. 따라서 노조지도부가 노조원들의 이익과 욕구에 민감히 반응하고 이를 통하여 노조의 필요성과 가치를 지속적으로 제고시키기 위한 노력이 필요하다.

• 한국융합학회논문지
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• 제7권2호
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• pp.93-99
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• 2016

본 연구는 국내 특급호텔과 레지던스 호텔의 업무 프로세스가 종사자들의 직무만족과 고객만족에 어떠한 영향을 주며 직무만족과 고객만족은 호텔 및 레지던스 호텔에 어떠한 영향을 주는지를 알아본 실증연구이다. 본 연구의 결과 국내의 호텔과 레지던스 호텔에 종사하는 종사자들은 효율적인 업무프로세스가 진행될 때 자신들의 직무에 만족을 하며 그 직무는 고객만족에 긍정적인 영향을 주는 것으로 나타났다. 또한 종사자들의 직무만족은 고객의 만족과 더불어 조직의 성과에도 긍정적인 영향을 주는 것으로 나타났다. 마지막으로 본 연구는 국내의 호텔과 레지던스 호텔간에 종사자 직무만족은 어떠한 차이점이 있는지를 알아보기 위한 연구로서 그 결과 호텔과 레지던스 호텔의 경우 동일한 결과가 나왔다. 이러한 결과는 레지던스 호텔의 경우 일반 호텔 서비스의 특징에 레지던스 호텔의 특징인 장기투숙, 객실의 확대, 거실의 제공 등 호텔 서비스를 바탕으로 이루어졌으며 이는 국내의 레지던스 호텔의 종사들은 자신들이 근무하는 곳이 호텔과 동일하다는 인식을 가지고 있으므로 이를 비즈니스적 관점에서 접근하기 위해서는 호텔에서 제공하는 기본적인 서비스를 포함한 다양한 서비스가 이루어져야 한다고 할 수 있다.

• 산경연구논집
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• 제10권10호
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• pp.23-34
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• 2019

Purpose - Most past studies related to this focused on the physical attractiveness of service employees, but this study emphasizes the social attractiveness and not just the physical attractiveness of employees. Therefore, the purpose of this study is to first categorize attractiveness as physical attractiveness and social attractiveness and to examine the impact of physical attractiveness on social attractiveness for service industry employees. Secondly, this study aimed at verifying the impact of physical attractiveness and social attractiveness on interpersonal trust. Third, it aimed at revealing the impact of interpersonal trust on customer satisfaction, as well as satisfaction on loyalty. Research design, data, and methodology - Questionnaires were distributed to customers that used beauty salon services, among the various service industries, to verify the hypothesis of this study. Also, hypothesis was analyzed with the structural equation method using Amos 20.0. Results - When presenting the results on verifying the research hypothesis, it was found that physical attractiveness had a positive impact on social attractiveness. Second, while physical attractiveness did not have a positive impact on interpersonal trust, social attractiveness was found to have a positive impact on interpersonal trust. Such results show that in forming interpersonal trust, social attractiveness was more important than physical attractiveness for service industry employees. This result is in contrast with the results of past studies, but it is different in that previous studies suggested only physical attractiveness and did not present social attractiveness in the hypothesis. Third, it was found that interpersonal trust had a positive impact on satisfaction, while satisfaction did not have a positive impact on loyalty. Conclusions - The biggest implication of this study is that it presented social attractiveness, which was rarely dealt with in past studies. Also, this study is significant in that it examined the relationship of physical attractiveness and social attractiveness. The results of this study show that in the service industry, the role of human elements such as service employees is important and that in addition to physical attractiveness, social attractiveness in the course of interaction such as communication with customers can also be an important strategic element.

• 품질경영학회지
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• 제49권3호
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• pp.313-326
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• 2021

Purpose: Prior studies have sought to find antecedent to improve firm performance. However, research on compensation systems and employees' psychological mechanisms have been relatively limited. In this sense, this study has investigated the impact of compensation gap between TMT and employees on firm performance, and explored the factors that affect the above relationship. Specifically, this study analyzed the direct impact of compensation gap on firm performance. In addition, the process of compensation gap to firm performance is assumed to be significantly influenced by employees' recognized promotion system and satisfaction with TMT. Therefore, we examined moderating effects of both promotion probability and opportunity, and satisfaction with TMT on the relationship between compensation gap and firm performance. Methods: For empirical test, financial variables were collected from TS-2000 database, and moderating variables were collected form Job Planet for listed firms in Korea. We conducted hierarchical regression analysis to test hypotheses. Results: The findings of empirical analysis are as follows. First, compensation gap between TMT and employees had a positive effect on firm performance. Second, when promotion probability and opportunity was high, the effect of compensation gap on firm performance was strengthened. Third, when satisfaction with TMT was high, the positive effect of compensation gap on firm performance was also strengthened. Conclusion: Our findings have expanded prior research on human resource management and labor relation by identifying the positive role of compensation gap between TMT and employees on firm outcome. Moreover, our results also indicated that promotion probability and opportunity, and satisfaction with TMT, which has not been addressed well in previous studies, were important conditions enhancing the positive relationship between compensation gap and firm performance. Finally, this study suggest several theoretical and managerial implication with future research direction.

• Journal of Information Technology Applications and Management
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• 제26권2호
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• pp.13-26
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• 2019

The purpose of this study is to examine the effect of each of the two technology acceptance factors(employees' attitude toward smart factory technology, and ease of smart factory technology use) on the introduction level of each of the three smart factory technologies (manufacturing big data technology, automation technology, and supply chain integration technology), and in turn, the effect of each of the three smart factory technologies on manufacturing performance. This study employed PLS statistics software package to empirically validate a structural equation model with survey data from 100 domestic small-and medium-sized manufacturing firms (SMMFs). The analysis results revealed the followings. First, it is founded that employees' attitude toward smart factory technology influenced all of the three smart factory technology introduction levels in a positive manner. In particular, SMMFs of which employees had more favorable attitude toward smart factory technology tended to increase introduction levels of both automation technology and supply chain integration technology more than in the case of manufacturing big data technology. Second, ease of smart factory technology use also had a positive impact on each of the three smart factory technology introduction levels, respectively. A noteworthy finding is this : SMMFs which perceived smart factory technology as easier to use would like to elevate the introduction level of manufacturing big data technology more than in the cases of either automation technology or supply chain integration technology. Third, smart factory technologies such as automation technology and supply chain integration technology had affirmative impacts on manufacturing performance of SMMFs. These results shed some valuable insights on the introduction of smart factory technology : The success of smart factory heavily depends on organization-and people-related factors such as employees' attitude toward smart factory technology and employees' perceived ease of smart factory technology use.

• 문화기술의 융합
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• 제7권1호
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• pp.111-116
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• 2021

빠르게 변화하는 경영환경에 따라 상시적인 구조조정, 고용불안의 증가는 종업원들로 하여금 조직에 대한 냉소적 태도를 가지도록 하였다. 이러한 조직 냉소주의의 확산은 조직 내 지원적 분위기를 저해하고, 조직효과성에도 부정적인 영향을 미칠 것으로 여겨진다. 본 논문은 조직 구성원들이 갖는 냉소주의적 태도가 조직의 지원적 분위기와 조직효과성에 미치는 효과 및 지원적 분위기가 조직효과성에 미치는 효과에 대해 분석하였다. 본 연구를 위한 자료는 충북 혁신도시에 있는 공공기관이 2015년에 실시한 조직혁신 프로그램을 위한 설문조사에서 응답한 172명의 자료를 사용하였다. 본 연구의 연구모형을 분석하기 위해 구조방정식 분석 방법을 활용하였다. 분석결과를 보면 지원적 분위기는 조직효과성에 긍정적인 영향을 미쳤다. 그리고 냉소주의는 지원적 분위기에 부정적인 효과를 보였다. 냉소주의가 조직효과성에 대해서는 유의한 효과를 보이지 않았지만, 조직분위기를 통해 조직효과성에 부정적인 간접효과가 있음을 밝혔다.

• 한국콘텐츠학회논문지
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• 제22권6호
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• pp.692-700
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• 2022

외국인 투자기업의 사멸 연구를 위해 2013년부터 2017년까지 국내 시장 외국인 투자기업을 연구의 대상으로 선정했다. NICE 평가정보(주) 외국인 투자법인 자료를 표본으로 수집하고, 정제를 거쳐 분석에 사용했다. 종속변수인 외국인 투자기업 사멸에 대한 실증비교 검증은 기업 특성 지표인 외국인 투자 지분율과 근로자 수, 재무 유동성 지표는 자본, 자산, 부채, 매출, 수익성 지표로는 영업이익과 매출이익을 분석에 재무비율 지표로 ROA와 ROE를 사용했다. 이후 외국인 투자기업의 소유 지분을 100% 소유한 단독 투자기업과 합작회사, 기업분류에 따른 대기업과 중소기업의 사멸률을 실증했다. 외국인 투자기업 사멸률 영향요인 분석에서는 기업의 종업원 수, 부채, 영업이익과 매출이익 모두 기업의 경영위험도를 낮춰 지속 가능한 경영을 유지하는 효과가 있은 것으로 조사되었다. 그러나 지분 투자율, 자본, 자산, 매출 지표는 유의하지 않은 것으로 조사되었다. 외국인 투자기업 사멸률 실증 비교분석 결과에서도 100% 지분을 소유한 단독 투자기업과 대기업이 합작기업과 중소기업보다 상대적으로 사멸의 위험이 낮고, 지속 가능한 경영 가능성이 큰 것으로 분석되었다.

• 한국프랜차이즈경영연구
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• 제9권4호
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• pp.33-43
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• 2018

Purpose - In hotel industry, quality of leader-member exchange(LMX) relationship is very critical, because it impacts on the employee's work attitude and behaviors. Thus, this research examines the effect of LMX on employee loyalty in the context of hotel business and identifies mediating roles of work stressors, work role performance in the relationship between LMX and employee loyalty. This research suggests the guidelines for how hotel leaders should manage their employees and build employee loyalty that improve management and business performance. Research design, data, and methodology - This study tests the structural relationship between LMX, work stressors, work role performance, and employee loyalty. Work role performance divide into three sub-dimensions such as individual task proficiency, individual task adaptivity, and individual task proactivity. In order to examine the purposes of this research, research model and hypotheses were developed. All constructs were measured with multiple items developed and tested in the previous studies. The data were collected from 113 franchise hotel employees and were analyzed using SPSS 22.0 and SmartPLS 3 program. Result - The findings of this research are as follows. First, leader-member exchange(LMX) have significant positive impacts on work stressors, work role performance, and employee loyalty. Second, work stressors have significant negative impacts on work role performance and employee loyalty. Third, work role performance has significant positive impact on employee loyalty. Conclusions - The outcomes of this research indicate that hotel leaders should focus on the dyadic relationship with their employees how to improve employee productivity through LMX relationship. In turn, the quality of this relationship influences employees's work attitudes and behaviors. As a result of increasing job demands in hotel business which relies heavily on human resources, the hotel leader must find ways to prevent or reduce stressors and associated strains. If hotel employees perceive the high quality of LMX relationship, they improve their work role performance which influences loyalty. Therefore, the hotel leaders should develop monetary or non-monetary reward system for the employees and, make an efforts to have unique social exchange relationships with employees.

• 디지털융복합연구
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• 제12권4호
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• pp.201-211
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• 2014

본 연구는 독립 형태의 네일샵과 프랜차이즈 형태의 네일샵 창업시 영향 요인에 있어서의 차이가 있는지를 규명하고, 네일샵 경영자가 고객의 만족도와 네일샵의 성과가 상대적으로 높은 프랜차이즈 형태의 네일샵을 선택하는 기준이 무엇인지를 알아보고, 네일샵의 프랜차이즈화의 필요성에 대해 논의하고자 한다. 실증분석 결과에 따르면, 네일샵은 독립점과 프랜차이즈 가맹점간에 창업시 또는 창업후 운영에 영향을 미치는 요인에 차이가 있었다. 고객의 만족도나 월평균 매출액으로 평가한 경영성과도 독립점포에 비해 프랜차이즈 가맹점에서 더 높았다. 네일샵 경영자들이 프랜차이즈를 선택하는 기준으로는 동일상권 내에서 경쟁강도, 위치적 접근성, 최신유행 연출능력 보유정도, 원장의 기술력 정도, 샵의 색상이나 로고의 우수성 중요시 정도, 실내분위기 관심 정도, 시술 대비 가격 수준, 종업원에 대한 동기부여 노력 정도가 프랜차이즈를 선택할 가능성에 영향을 주고 있었다. 그리고 프랜차이즈를 지속하게 하는 요인으로는 프랜차이즈 가맹본부에서의 지속적인 관리가 절대적인 요인인 것으로 나타났다.