• 대한영양사협회학술지
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• 제13권4호
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• pp.331-344
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• 2007

This study was performed to improve the hospital food service in quality and customer satisfaction by using 6-sigma strategy which was processed by DMAIC methods. The research procedure was as follows; analyzing the main causes of customer dissatisfaction of food service by using numerical method, and then finding out the standardized problem solving methods, and finally reforming food service process. The effectiveness of 6-sigma activity was measured by ‘food service quality index’, ‘customer satisfaction index’ and ‘total food service satisfaction index’. Food service quality index was calculated by adding grade of soup temperature, food service, delivery time, and setting accuracy. Statistical data analyses were completed by using the Minitab Ver. 14. By performing 6 sigma activity, food service quality index was increased from 67 to 79 points (p<0.05) and customer satisfaction index also rise from 73 to 79points (p<0.05). Satisfaction of meals’ taste, diverse menu, food setting accuracy, remove of food service, overall food service were significantly improved(p<0.05). The results of capability analysis in food service quality index, customer satisfaction index, and total food service satisfaction index were improved 2.11$\sigma$ to 2.49$\sigma$, 1.88$\sigma$ to 2.43$\sigma$, and 2.04$\sigma$ to 2.47$\sigma$ respectively (p<0.05). Therefore this study showed that subjective food service improving process could be measured by objective numerical value which might be used for financial value in hospital management.

• 한국의류학회지
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• 제31권3호
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• pp.387-397
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• 2007

Due to the recent trend of relationship marketing and characteristics of the apparel retail industry that relys heavily on employees' performance, internal marketing toward the employees gives a critical influence on firms' overall performance. This study is aiming at the factors of internal marketing and relationship management that enhance positive attitude toward change. A survey questionnaire was developed and about two hundreds department store sales staffs working for apparel brands participated in the empirical study. Factor analysis ensured the existence of five aspects of internal marketing: educational training, internal communication, power endorsement, management capability and incentive system. Results indicated that age, marital status, years of employment, position rank, and salary types of salespersons had significant influence on internal marketing factors. Incentive system had significant influence on internal customer relationship management. Internal customer relationship management had significant impact on employees' attitude toward change. Educational training had significant influence on employees' perceived importance of change. Educational training, power endorsement and incentive system affected employees' perceived outcome of change.

• 벤처창업연구
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• 제17권2호
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• pp.141-151
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• 2022

본 연구에서는 디지털 기업가정신의 구성요인을 도출하기 위해 정보통신기술(ICT) 창업 관련 전문가들을 대상으로 탐색적 연구를 하였다. 선행연구 검토 및 델파이(Delphi) 분석을 통해 디지털 기업가정신의 구성요인 대영역은 '디지털 기업가적 지향성 영역'과 '디지털 기술 역량 영역'으로 도출되었다. 디지털 기업가정신의 구성요인은 혁신성, 진취성, 위험감수성, 성취욕구, 디지털 사업기회 식별능력, 디지털 기술 활용역량, 디지털 운영 프로세스 구축능력, 디지털 기술개발 역량, 디지털 기술 수용성, 정보교환 및 협력 네트워크 구축, 디지털 기반의 고객확보 및 관리 등 11개의 항목을 도출하였다. 주요 속성의 상대적인 중요도를 파악하기 위해 IPA 분석을 하였다. 제 1사분면(우위 유지 영역)에는 진취성, 디지털 사업기회 식별능력, 디지털 운영 프로세스 구축능력 등이 위치하였다. 제 2사분면(중점 개선 영역)에는 혁신성, 디지털 기술개발 역량, 디지털 기술 수용성 등이 위치하였다. 제 3사분면(저우선 순위)에는 위험감수성, 성취욕구, 디지털 기술 활용역량, 디지털 기반의 고객 확보 및 관리 등이 위치하였다. 제 4사분면(현상유지 영역)에는 정보교환 및 협력 네트워크 구축이 위치하였다. 본 연구는 국내에서 적용할 수 있는 디지털 기업가와 예비 디지털 기업가를 위한 디지털 기업가정신의 개념 및 구성요인을 제시하였다는 점에서 의의가 있다.

• 복식문화연구
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• 제26권2호
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• pp.217-232
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• 2018

As the types of wedding ceremonies become diversified, and consumers' needs become more selective, greater importance is given to wedding planners' roles in the wedding industry, and consumers require differentiated types of wedding service. As a preliminary qualitative study in this field, an ethnographic study was conducted to identify factors valued by consumers when selecting a wedding planner in the wedding planner market, which has rapidly grown in recent years. An in-depth interview was performed with eight participants in terms of wedding planner utilization type and consumers' understanding of wedding preparation with a wedding planner. The collected data were analyzed through taxonomy, component analysis and decision table analysis; for validation, professional wedding planners were asked to review the items valued by consumers in selecting a wedding planner. Four factors - expense characteristic, wedding planners, wedding consulting companies, and customer characteristics - were identified, along with eight sub-factors (capability, service attitude, technical communication, personal factors, wedding planner encounter paths, spouse's satisfaction status, and companies). Out of these, price (within budget), wedding planners' capability, wedding planners' service attitude are expected to be meaningful in further research because they were found to be attributes commonly valued by every respondent. This study is significant in that it has made a new approach to understanding wedding planner selection attributes through ethnographic research and identified new wedding planner selection attributes.

• 유통과학연구
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• 제17권4호
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• pp.59-68
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• 2019

Purpose - The purpose of this study is to examine the differential mediating effects of three dimensions of buyer trust in the influence of supplier characteristics on the relationship performance. In this study, transaction characteristics were classified into competences and assets. The corporate reputation is considered as intangible assets, the customer-linking capability is considered among the competencies and transaction specific asset is selected from tangible assets. This study is also to examine the moderating effect of technical environment uncertainty in the effects of integrity and benevolence on the intention to continue trading. This study aims to provide a guide on which dimension suppliers should manage and how to improve their trust in order to maintain business with companies in technical environment uncertainty. Research design, data, and methodology - The data for the empirical analysis of this study were obtained by interviewing the 274 purchasing managers of Daegu - Gyeongbuk small and medium enterprises. The items used in this survey were partially modified to fit the characteristics of the B2B industry. The reliability and validity of the variables were analyzed using SPSS 18.0 and AMOS 18.0 programs and hypotheses were verified through the structural equation modeling. Results - In this study, reliability was examined by Cronbach 'α test. Composite Reliability and Average Mean Variance extracted value exceeded the baseline values. As a result of hypotheses testing, the hypothesis that the transaction specific asset will improve the benevolence and that benevolence will improve the intention to continue the transaction were rejected and all the other 9 hypotheses were adopted include 2 moderating hypothesis. Conclusions - This study shows which dimension of trust suppliers should appeal to the buyer according to the uncertainty of the technology environment in order to maintain the transaction with the buyer. competence and integrity are important when technology environment uncertainty is low, and competence and benevolence are important when technical environment uncertainty is high. In order to improve competence, corporate reputation and transaction-specific asset are important. To improve integrity, corporate reputation and customer-linking capability are important. In order to improve benevolence, customer-linking capability is important. And various implications were discussed.

• 한국IT서비스학회지
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• 제13권2호
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• pp.55-69
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• 2014

As Korea's global IT sourcing is sluggish and supply of qualified IT personnel does not meet the demand, IT developers currently do not worry about their job security. The sluggish global sourcing is attributed to the lack of system design and analysis skills as well as lack of communication skills of IT personnel. Most of big Korean IT service firms operate in captive market. This is also attributed to the cause of the sluggish global sourcing. Some IT managers, especially in global IT service firms, concerned about the negative long term effect of the sluggish global sourcing on competitiveness and human infra capability of Korea's IT service industry. Managers in IT service firms expect skill requirement changes in the future when global sourcing becomes active. The skills and knowledge that they wish to retain in-house is business knowledge, system analysis and design knowledge, customer relation management skills, project management skills and industry knowledge. The jobs with the above knowledge usually involve customers.

• 한국조리학회지
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• 제12권1호
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• pp.203-215
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• 2006

This study tried to develop an estimation model on the competitive power as a method to understand a practical index on the competitive power in order to improve the competitiveness of domestic bakery corporations and look into their internal structure. The results of the practical analysis are summarized below. First, eight critical success factors, which are considered important in competitive power in bakery corporations, were derived from preceding studies and an expert meeting. Second, this study performed a questionnaire with eight derived factors for bakery managers and employees. Seven critical success factors suitable for bakery corporations were chosen through validity and reliability tests. Third, this study performed an AHP(Analytic Hierarchy Process) analysis in order to establish preference according to each factor and weight. The importance of factor concerned with the competitive power of bakery corporations according to the result of weight analysis appeared in order of customer resources, personnel resources, corporate images, material resources and qualities, technical capability, financial factors and pliability(time).

• 정보기술응용연구
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• 제3권2호
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• pp.83-102
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• 2001

인터넷 전자상거래가 확산됨에 따라, 많은 기업들이 인터넷 쇼핑몰 사업 진출을 시도하고 있다 인터넷 쇼핑몰은 통신망을 중심으로 형성된 가상공간상의 신종사업으로서 실제공간에서 이루어지는 사업가는 많은 상이한 면을 가지고 있다. 본 연구에서는 인터넷 쇼핑몰이 고객을 모집하고 상거래를 일어나도록 하는 각종 전략적 요소들이 어떻게, 왜 선택되었는지, 그리고 기업은 이러한 고객 전략을 어떻게 사용하는지에 대한 연구를 수행하고자 한다. 본 연구에서는 다양한 기반을 지니고 있는 사업자의 전략을 살펴보고, 고객 전략적 측면에서 보는 인터넷 쇼핑을 비즈니스의 성공요소가 무엇인지를 도출해 보았다.

• 한국산학기술학회논문지
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• 제15권4호
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• pp.1923-1931
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• 2014

시장에서 공급자와 고객의 가치창출은 학계와 산업계에서 중요한 비즈니스 전략으로 인식되고 있지만 이 현상에 대한 체계화된 연구가 부족하다. 본 연구에서는 해외 저널 및 국내 저널을 포함한 기존의 문헌에 대한 탐색적 연구 및 귀납적 추리를 바탕으로 가치연구의 발전 동향을 시기별, 주제별로 정리하였고 공급자와 고객의 가치창출 현상의 연구를 위한 자원 및 역량 기반 연구체계를 구축하였다. 가치 연구의 연구동향에 대해 주제별로 살펴본 결과 2004년 이전에는 크게 제품 및 서비스의 가치에 대한 연구와 고객과의 관계가치에 대한 연구로 나눌 수 있었고 2004년 이후 각각은 서비스 지배적 논리 및 관계의 효용, 네트워크 및 공급자 체인상의 관계로 발전하였다. 자원과 역량 기반 관점에서 기존의 문헌들을 연구한 결과 4가지의 자원(재무적 자원, 지식 자원, 효율성 자원, 지적 재산 자원)과 4가지의 역량(관계 역량, 협력 역량, 혁신 역량, 관리 역량)을 도출하였고 이를 기반으로 한 연구체계를 수립하였다.

• 한국항공운항학회지
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• 제25권4호
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• pp.52-60
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• 2017

This paper forces on the analysis of the overall outcome regarding Performance Based Logistics(PBL) application for Air Weapon System. We used data from domestically developed aircraft such as KT/A-1 and T-50 as well as data from foreign F-15K aircraft and F100 Engine to analyze the current ROKAF PBL application results. Furthermore, this paper thus suggests various techniques to maximize the outcome of user-based PBL performance such as clarifying the responsibility between customer and the company, developing standardized PBL performance index under TLCSM, PBL related maintenance capacity development, wartime PBL implementation process of domestic/foreign companies and many other schemes based on the analyzed data.