• 제목/요약/키워드: Customer Analysis Capability

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Factors Affecting Logistics Capabilities for Logistics Service Providers: A Case Study in Vietnam

  • DANG, Dinh Dao;HA, Dieu Linh;TRAN, Van Bao;NGUYEN, Van Tuan;NGUYEN, Thi Lien Huong;DANG, Thuy Hong;LE, Thi Thai Ha
    • The Journal of Asian Finance, Economics and Business
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    • 제8권5호
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    • pp.81-89
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    • 2021
  • This study aimed to investigate the factors affecting Logistics capabilities for Logistics Service Providers in Vietnam. Researchers inherited and developed based on previous research to focus on analyzing and evaluating dynamics, measuring Logistics capabilities, and the factors affecting Logistics capabilities for Logistics Service Providers. The logistics capabilities Model is used based on three factors: customer demand management capability, innovation capability, and information management capability. The empirical analysis used data from the survey data of l90 managers of Logistics Service Providers in Hai Phong, Ho Chi Minh City, Da Nang, Hue, Hanoi with reliable tools (SPSS 26.0 software). The data were analyzed by frequencies, percentages, means, Pearson's Linear Correlation Coefficient, exploratory factor analysis, and multi-linear regression model based on the survey data. The research results identified the following factors affecting Logistics capabilities for Logistics Service Providers: innovation capability has the strongest impact on Logistics capabilities; customer demand management capability has the following strong effects on Logistics capabilities; and finally, information management capability that affects Logistics capabilities. There is also a positive relationship between all factors and Logistics capabilities. Several recommendations are further suggested to enhance to improve Logistics capabilities for Logistics Service Providers in Vietnam.

고객서비스 조직의 지적자본과 조직성과 간의 구조적 관계: 동적역량의 역할을 중심으로 (Structural Relationship between Intellectual Capital and Organizational Performance in a Customer Service Organization: Focused on the Role of Dynamic Capability)

  • 박찬선;정기주;김소라;유일
    • 한국콘텐츠학회논문지
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    • 제14권12호
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    • pp.911-923
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    • 2014
  • 본 연구에서는 고객센터를 대상으로 고객센터의 중요한 조직자본이 무엇인가 밝혀내고, 조직자본이 고객센터의 어떠한 동적역량을 통하여 조직성과로 연결되는가에 대한 관계를 분석하였다. 이를 위해 고객센터 구성원을 대상으로 설문조사를 실시하여 389개의 데이터를 실증 분석에 이용하였다. 분석결과, 조직자본 중 관계적 자본과 조직문화가 조직의 동적역량 구성요소(구성원 협력, 자본공유, 자본변환) 모두에 긍정적 영향을 미치는 것으로 나타났으며, 구조적 자본은 동적역량 구성요소 중 협력에 유의한 영향관계가 있음을 밝혔다. 조직성과는 조직 동적역량 중 구성원의 협력과 조직자본공유가 긍정적 영향을 미치는 것으로 나타났다. 본 연구결과는 고객센터의 관리자들과 상담사원들에게 고객센터에서 과연 어떠한 조직자본이 보다 중점적으로 관리되고 부족한 부분이 보완되어야 하는가에 대한 실용적인 가이드라인을 제시하고, 앞으로 고객센터가 기업의 전략적이며 핵심적인 조직으로 발전하기 위해서는 어떠한 조직자본과 동적역량을 강화, 발전시켜야 하는가에 대한 시사점을 제공하였다.

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

  • 한규형
    • 벤처혁신연구
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    • 제4권3호
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    • pp.31-47
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    • 2021
  • 기술기반 기업의 신제품/서비스 성공에 영향을 미치는 요인에 대하여 선행연구에서는 연구개발능력, 조직지향성 등의 변수가 다루어져 왔으나 이들 변수들을 통합적 관점에서 인과관계로 살펴본 연구는 거의 없었다. 이에 본 연구는 기술기반 중소기업의 고객지향성, 혁신지향성, 경쟁자지향성으로 구성된 기업의 조직지향성이 제품/서비스 경쟁력을 통해 신제품/서비스 성공에 미치는 영향을 분석하고자 한다. 또한 기업의 연구개발능력이 신제품/서비스 성공에 미치는 영향을 분석하고자 한다. 설문은 리서치전문회사에 의뢰하여 조사하였고 기술 직무관련 업종의 기업 구성원 등에게 설문을 실시하여 유효한 382부를 분석 하였다. 설문분석은 SPSS 26.0, Smart PLS 3.0 툴을 활용하였다. 조직지향성을 구성하는 고객지향성, 혁신지향성, 경쟁자지향성은 제품/서비스 경쟁력에 긍정적인 영향을 미치는 것으로 나타났다. 이는 제품/서비스 경쟁력의 시장변화, 기술개선능력, 목표시장분석 등이 신제품/서비스 성공이라는 대부분의 연구과제 목적달성에 긍정적으로 작용한다고 할 수 있다. 또한 제품/서비스 경쟁력은 신제품/서비스 성공에 긍정적인 영향을 미치는 것으로 나타났다. 연구개발능력은 신제품/서비스 성공에 긍정적인 영향을 미쳐 중소기업 사업 확장에 중요한 역할을 한다는 것을 알 수 있다. 이와 같은 분석결과로부터 기업의 조직지향성과 연구개발능력이 신제품/서비스 성공에 긍정적인 영향을 미치는 것으로 나타났다. 본 연구결과에 기반을 두어 신제품/서비스 성공을 위해 기업이 갖추어야 할 요인에 대하여 시사점을 제시하였다.

공급자선정을 위한 품질척도 (A Quality Measure for Supplier Selection)

  • 변재현
    • 품질경영학회지
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    • 제26권1호
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    • pp.1-10
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    • 1998
  • Su, pp.ier quality plays a major role in the evaluation of su, pp.iers, making it very necessary to develop a proper quality measure useful in selecting su, pp.iers that is able to meet quality specification of the customer. In this paper, we present a measure of the overall quality performance which is a weighted geometric mean of the process capability indices of the quality characteristics of a su, pp.ier. This measure can be used both as a measure of su, pp.ier selection for the customer and as a measure for the self-analysis of the quality performance for the su, pp.ier.

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호텔 서비스 자원에 따른 운영역량과 성과의 차이에 관한 연구 (Service Resource, Capability and Performance: an Exploratory Study on Hotel Industry)

  • 조정은
    • 품질경영학회지
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    • 제41권4호
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    • pp.513-525
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    • 2013
  • Purpose: The purpose of this paper are to propose a strategic map for hotel industry through analyzing the relationship between service resource, operational capabilities, and performance. Methods: A phone survey was conducted among Korean hotels, and 102 data sets were collected. Measurement items are assessed using both cognitive and objective scales. Results: As results, 'superior group', which is superior in both physical resources and human resources, is excellent in all capabilities and also in room occupancy rate. On the other hands, 'inferior group', which is inferior in both physical resources and human resources, shows lower achievements is in most areas except speed. In addition, physical superior group is better than human superior group in most capabilities except speed, but human superior group shows better results than physical superior group in both room occupancy rate and customer satisfaction. Conclusions: Through the empirical analysis, the conclusions attained are as follows; First, human resources affect customer satisfaction more directly that physical resources. Second, the balancing between physical resources and human resources has an importance to improve operational capabilities.

Structural Framework to Measure Smart Technology Capability for Smart Factory of Manufacturing Fields

  • CHUI, YOUNG YOON
    • 한국경영공학회지
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    • 제23권4호
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    • pp.165-177
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    • 2018
  • Smart technology has been utilized in various fields of all kinds of industries. Manufacturing industry has built its smart technology environment appropriate for its manufacturing fields in order to strengthen its manufacturing performance and competitiveness. The advance of smart technology for manufacturing industry needs to efficiently produce products, and response customer's demands and services in a global industrial environment. The smart technology capability of manufacturing fields is very crucial for the innovative production and efficient operation activities, and for efficient advancement of the manufacturing performance. We have necessitated a scientific and objective method that can gauge a smart technology ability in order to manage and strengthen the smart technology ability of manufacturing fields. This research provides a comprehensive framework that can rationally gauge the smart technology capability of manufacturing fields for effectively managing and advancing their smart technology capabilities. In this research, we especially develop a structural framework that can gauge the smart technology capability for a smart factory of manufacturing fields, with verifying by reliability analysis and factor analysis based on previous literature. This study presents a 13-item framework that can measure the smart technology capability for a smart factory of manufacturing fields in a smart technology perspective.

서비스품질지수를 고려한 품질기능전개를 통한 철도 서비스 품질 개선에 관한 연구 (A Study on Railway Services Improvement Using Quality Function Development Incorporating SERVPERF)

  • 고결;박경수;김재희
    • 품질경영학회지
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    • 제44권2호
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    • pp.451-466
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    • 2016
  • Purpose: This study was to identify customers' demands in railway services system and then to seek the way to satisfy the customer expectations. Methods: We suggest a Quality Function Deployment(QFD)-based approach comprised of three stages. In first stage, SERVPERF survey was carried out to assess current positions of customer expectations in the market. Then, factor analysis was incorporated into SERVPERF to classify customer expectations for the house of quality. In the second stage, the analytic network process was used to prioritize the importance of the customer attributes. Finally, QFD was performed utilizing customer attributes and their weights. Results: The QFD identified the most important customer expectations as: accident prevention, swift reaction to accident, on-time arrivals and departures of the train. It also shows that driving capability, equipment for safety, and training for disaster are the most critical technical requirements. Conclusion: The results are useful for identifying the customers' demands in railway services systems, and they can contribute to the service quality and customer satisfaction.

정보기술 기반구조의 유연성이 신제품 경쟁우위에 미치는 영향 (The Impacts of IT Infrastructure Flexibility on New Product Competitive Advantages)

  • 정승민;김준석;임건신
    • Asia pacific journal of information systems
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    • 제17권2호
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    • pp.1-28
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    • 2007
  • The success of new product development is a key factor for getting competitive advantages. Marketing research has been investigating marketing capability, manufacturing technical capability, cross-functional integration, market knowledge competence, market orientation, and competitive environment as the key success factors of new product development. Recently, the role of IT infrastructure in enhancing new product advantage is assumed in the literature. However, the empirical studies on the role of IT infrastructure are lacking. The purpose of this study is to empirically exam the impacts of IT infrastructure on new product competitive advantage. In this study, IT infrastructure is conceptualized as the flexibility of IT infrastructure. Based on previous research, a conceptual model is established by incorporating the direct impact of IT infrastructure flexibility and its indirect impact through the key success factors on new product development. To empirically test the research model, data are surveyed from a pair of IS department and Marketing department of 92 consumer goods manufacturers. By employing PLS technique, the measurement reliability and reliability of research variables are tested and the path analysis is conducted to do the hypothesis testing. The path analysis shows that IT infrastructure flexibility has no direct effect on new product advantage, However, the indirect effect of IT infrastructure is found, which is mediated by marketing capability, manufacturing technical capability, cross-functional integration, and market orientation respectively. Hence, The flexible IT infrastructure increases cross-functional integration (H1), market orientation (H3), marketing capability (H5), and manufacturing technical capability (H6). All success factors of new product development excepts for competitive environment have a positive association with new product competitive advantages (from H10 to H14). Finally, the path from IT infrastructure flexibility to cross-functional integration, to market orientation, to market knowledge capability, and to new product advantage is found as the strongest path. These results indicate that the flexible IT infrastructure enhances information sharing with multiple departments and collaboration within a distributed innovation environment. The collaboration among departments positively affects the level of customer and competitor intelligence. The ability to obtain knowledge about customers and competitors makes firms to adapt to a changing environment quickly and to respond to customers' demands adequately. The flexible IT infrastructure also enhances the capability of organization to more rapidly respond to the changes in product design resulting in faster product development and reduced costs. In addition to, it enhances marketing capability by the two-way communications with customers and the analyses of various kinds of customer data. In brief, the finding of this study suggests that the flexible IT infrastructure allows many firms to pursue sustained new product competitive advantages. This study advances research on IT infrastructure in two important aspects. First, by Integrating marketing research and IS research, this study develops a conceptual model on the role of IT infrastructure in enhancing new product advantage. Second, it empirically finds the indirect impacts of IT infrastructure on new product advantage, which confirms the potential for the IS field to contribute to new product development research. The limitations of this study are also discussed to provide research directions for future research.

The Effect of Strategic Orientation on Market Performance: Study of the Mediators

  • Langroudi, Hamed Rahimpour;Sharifi, Moslem;Langroudi, Hossein Rahimpour
    • 산경연구논집
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    • 제10권4호
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    • pp.33-41
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    • 2019
  • Purpose - This study investigates the effect of strategic orientation on market performance with emphasis on the mediative role of innovation capability, economic value and relational value in food producer companies. Research design, data, and methodology - In this descriptive study, a population of 244 managers and employees of Food industry companies in Tehran were investigated. The respondents filled a questionnaire on strategic orientation, innovation capability, economic value, relational value and market performance, during January to August 2018. Reliability and validity were evaluated by Cronbach's alpha coefficient and confirmatory factor analysis. To analyze the data, Spearman's correlation coefficient and structural equation modeling were used by SmartPLS software. Results - Effects of competitor's orientation and technology orientation on all three intermediary variables were positive and significant. The effect of customer orientation on innovation and economic value was positive and significant, but the effect of customer orientation on the value of the relationship was insignificant. Furthermore, entrepreneurial orientation has a positive and significant effect on innovation capability. The effects of three mediator variables on market performance are positive and significant. Conclusions - As the relationship between the mediator variables and market performance were positive and significant, companies should have a comprehensive plan of focus on strengthening these variables.

서비스 조직의 고객지향성에 영향을 미치는 변수에 관한 연구 (A Study on Variables Affecting Customer Orientation of Service Organizations)

  • 임종빈;김용범;최유진
    • 대한안전경영과학회지
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    • 제18권4호
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    • pp.139-149
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    • 2016
  • Service industry can be divided largely into commercial industry, banking industry, insurance industry, advertising industry, and tourism industry. Of these, banking industry is playing an essential role as it constitutes the backbone of economy. Banking industry, which belongs to financial industry, is sensitive to external environment. In this kind of industry, internal dynamics of an organization is very important. The purpose of this research is to find out what kind of influence the relation of internal dynamics perceived by members of Nonghyup organization has on customer orientation via quality of internal service. For the purpose, we have reviewed preceding studies on variables that affect customer orientation and developed a measuring tool in a form that fits banking organizations. Internal service quality, job satisfaction, and organizational immersion which play a mediating role in the model of this research not only turned out to have a significant influence on customer orientation, they also turned out to have the strongest influence. This research has academic significance as it carried out a research with an emphasis on variables that affect customer orientation of members of Nonghyup organization. Regarding practical significance, it was intended to present useful data that can be utilized for an analysis of internal service quality management and capability of human resource management.