• The Journal of the Korea Contents Association
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• v.14 no.12
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• pp.911-923
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• 2014

This study explores which organizational capital is important for the customer service center and how the organizational capital is linked to organization's performance through dynamic capability. In this study, total of 389 employees in customer service centers were surveyed for the analysis. The results indicate that relational capital and organizational culture were positively linked with collaborative behavior, capital share, and capital transformation. Also, structural capital was a significant factor in collaborative behavior. Organizational performance was positively affecting collaborative behavior and capital share. This study provides a practical guideline on how to manage organizational capital and supplement shortcomings for managers and counsellors at the customer service centers. Furthermore, the implications for the reinforcement and development of organizational capital were suggested in building a customer service center as a strategic and fundamental part of the company.

• Journal of Venture Innovation
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• v.4 no.3
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• pp.31-47
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• 2021

Variables such as R&D capability and organizational orientation have been dealt with in previous studies on factors that affect the success of new products/services in technology-based companies, but there have been few studies examining the causal relationship of these variables from an integrated perspective. Therefore, this study aims to analyze the effect of the organizational orientation and R&D capability of technology-based SMEs, consisting of customer orientation, innovation orientation, and competitor orientation, on the success of new products/services. In addition, we want to analyze the influence of a company's product/service competitiveness on the success of new products/services. The survey was commissioned by a research company, and 382 valid copies were analyzed by conducting a survey to corporate members in the technical job-related industry. The questionnaire analysis was performed using SPSS 26.0 and Smart PLS 3.0.Customer orientation, innovation orientation, and competitor orientation were found to have a positive effect on product/service competitiveness. It can be said that market changes in product/service competitiveness, technology improvement capability, target market analysis, etc. meet the objectives of most research projects, such as the success of new products/services. In addition, product/service competitiveness was found to have a positive effect on the success of new products/services. It can be seen that R&D capability has a positive effect on the success of new products/services and plays an important role in business expansion of SMEs. From this analysis result, it was found that the organizational orientation and R&D capability of a company have a positive effect on the success of new products/services. Based on the results of this study, implications were presented on the factors that a company must have for the success of new products/services.

• Journal of Korean Society for Quality Management
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• v.26 no.1
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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.

• Journal of Korean Society for Quality Management
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• v.41 no.4
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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.

• Journal of the Korea Management Engineers Society
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• v.23 no.4
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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.

• Journal of Korean Society for Quality Management
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• v.44 no.2
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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.

• Asia pacific journal of information systems
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• v.17 no.2
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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 Journal of Industrial Distribution & Business
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• v.10 no.4
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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.

• Journal of the Korea Safety Management & Science
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• v.18 no.4
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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.

• Transactions of the Korean Society of Automotive Engineers
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• v.21 no.6
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• pp.16-23
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• 2013

It is important that proving ground damage is correlated with target customer usage. This paper describes the test mode for durability test of active suspension control system for proving ground correlation and optimization. Acceleration, strain, wheel force and other types of data are collected on a vehicle as it traverses different proving ground surfaces. The primary objective of the analysis is to determine which mixture of proving ground surfaces offers the best representation of customer usage while minimizing the total test time. And durability testing offers the best way to assess the capability of a product to reach its reliability target. The test should be representative of the real environmental load and replicate the same customer usage.