• Culinary science and hospitality research
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• v.13 no.1 s.32
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• pp.143-151
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• 2007

The purpose of this study was to fine out a relation to the profitability in the view of market-orientation and examine the roles of marketing efficiency and adaptability in foodservice companies. In the previous studies, because of the concepts of market-orientation have mostly focused on hotels or common companies, in this study aimed to foodservice companies. This study was on the basis of Kohli & Jaworski (1990)'s theory. For the validity verification of measured items, SPSS WINDOW 10.0 was used to analyze factors and, for the reliability verification, Cronbach's Alpha coefficient was used. The result was as follows. First, market-orientation has great influence on customer satisfaction and customer loyalty. Second, customer satisfaction and customer loyalty were acquired for the good marketing efficiency and adaptability in foodservice companies. Thus, from now on, the foodservice company need to carry out the market-orientation concept.

• Korea Journal of Hospital Management
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• v.17 no.2
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• pp.1-20
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• 2012

This study aims to suggest managerial strategies for strengthening their competitiveness via analyzing and determining factors to help improve customer orientation and internal customer satisfaction. Furthermore, this study aims to find out the factors of internal service quality affects job satisfaction and customer orientation. The data was collected in 5 small and medium hospitals on 215 workers who had direct interactions with customers. Through regression analysis, all factors of internal service quality affects job satisfaction, however only two factors, credibility and sympathy appeared to affect customer orientation.

• Fashion & Textile Research Journal
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• v.13 no.4
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• pp.531-537
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• 2011

Employees of sales departments of apparel makers play an important role in the success of a fashion-related business because they provide service through the direct contact with customers. This research tests several hypothesized relationships between its determinants, such as job satisfaction and customer orientation, along with service delivery level. The subjects in this study were salespeople who worked at fashion stores in Yeosu and Sunchon. To measure the hypotheses, 200 questionnaires were handed out and 185 were collected. 163 questionnaires were used for the analysis, as 22 were found to be invalid. Frequency analysis, factor analysis, reliability analysis, and multiple regression techniques were used after coding and cleaning the data with the software SPSS 18.0. The result of this study are as follow. First, job satisfaction have a positive influence on employee's customer orientation. Second, job satisfaction have an effect on procedural and hospitable service delivery level. Third, it was found that the customer orientation have a significant impact on their procedural and hospitable service delivery level.

• Journal of Industrial Convergence
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• v.21 no.5
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• pp.15-29
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• 2023

The purpose of this study was intended to analyze the effect of the level of self-differentiation in the financial companies on customer orientation, and to find out the mediating effect of job stress between self-differentiation and customer orientation. In addition, this study was intended to suggest implications that can be used for customer management and marketing activities of financial companies. The results of this study are as follows: First, a low level of fusion with others was found to have a negative(-) effect on customer orientation. second, a level of emotional-cutoff did not affect customer orientation. third, a low level of emotional-reactivity had a positive(+) effect on customer orientation. fourthly, a high level of 'I'-positon has a positive(+) effect on customer orientation. Fifthly, job stress was found to partially mediate between customer orientation and fusion with others, emotional-reactivity, 'I'-positon. This study has academic significance in that it identified patterns of customer orientation according to the level of self-differentiation of employees in the financial companies. As for practical implications, in order to improve customer orientation in employees in the financial companies, first, job stress of organizational members must be reduced. second, members with a low level of emotional-reactivity and a high level of 'I'-positon should be assigned to sales positions, and third, there is a need to assign a lot of authority and responsibility to employees in middle and lower positions.

• Journal of the Korean Society for Railway
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• v.12 no.5
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• pp.761-771
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• 2009

This paper performed an empirical study through the survey to investigate the effects of the service orientation of the urban railway-operating company on employees' job satisfaction and customer orientation. For this, the surveyed data was analyzed through factor analysis, reliability analysis, and regression analysis. The difference between railway-operating companies was analyzed by the t-test and the differences between workers in different fields were analyzed by the ANOVA test. The results show that 1) human resource management, employee empowerment, service leadership, and service system are positively related to employees' job satisfaction in the decreasing order, 2) the service system, human resource management, and service leadership are positively related to customer orientation, but employee empowerment is negatively related to customer orientation, 3) the workers of the urban railway-operating company A and B show significant differences in job satisfaction and customer orientation, and 4) the job satisfaction and the customer orientation of the rolling stock maintenance workers was the highest and that of service workers in station was the lowest.

• Journal of Fisheries and Marine Sciences Education
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• v.23 no.2
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• pp.319-332
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• 2011

This study concerns the importance of internal marketing, employee's attitude, and customer orientation through the change of port industry and the operational condition of domestic container terminals. In accordance with this, the structural relationship among variables, which are internal marketing, employee's attitude and customer orientation in container terminals need to be acknowledged to secure competitive advantage and to maintain continuous transaction relationship with customer through the empirical research. The purpose of this study is to firstly, understand the current facilities and situation of container terminals in Busan port, and its changing environment of port industry. Secondly, provide basic information through the seeking whether the concept of internal marketing is able to apply into port industry. Thirdly, establish the theoretical system through the literature consideration on internal marketing, employee's attitude and customer orientation in container terminals. Finally, draw useful suggestions for managing container terminals through the structural relationship among variables, which are internal marketing, employee's attitude and customer orientation in container terminals.

• Journal of Digital Convergence
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• v.16 no.11
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• pp.201-209
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• 2018

This study seeks to examine the effect of customer orientation on customer loyalty and employee loyalty mediated by two dimensions of corporate social responsibility (CSR), discretionary and ethical dimensions. This study examined the effects of customer orientation on discretionary responsibility and ethical responsibility. Additionally, it examined the effect of discretionary responsibility and ethical responsibility on customer loyalty and organizational loyalty. In order to verify the hypothesis, we surveyed the employees of large companies and analyzed 239 valid data. First, customer orientation has a significant positive impact on discretionary responsibility. Second, customer orientation has a significant positive impact on ethical responsibility. Third, discretionary responsibility has a significant positive impact on customer loyalty. Fourth, discretionary responsibility has a significant positive impact on organizational loyalty. However, ethical responsibility does not predict customer loyalty and organizational loyalty. Theoretical and practical implications of the results of this study, limitations and directions for future research are discussed.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.16 no.1
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• pp.346-353
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• 2015

This study examined the role of the demographic characteristics at relationship between customer orientation and flight attendants' burnout in airlines. As a result, the following findings were obtained. First, more than 30 years of age had a negative impact on depersonalization. Under age 30 and emotional exhaustion negatively affected customer orientation. Second, regardless of the rank. depersonalization negatively affected the customer orientation, and emotional exhaustion of the crew had a negative impact on the customer orientation. Third, more than 8 years experience of depersonalization had a negative influence on the customer orientation. Less than eight years experience of depersonalization and emotional exhaustion had a negative influence on the customer orientation.

• Journal of Convergence for Information Technology
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• v.8 no.1
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• pp.291-300
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• 2018

The purpose of this study is to analyze the effect of Organizational justice and Empowerment on customer orientation. As a factor affecting customer orientation, sub - variables of organizational justice were set as dstributive justice, procedural justice and interactional justice, and sub-variables of empowerment were set as meaning, competence, self-determination, and impact. As a result of analysis, the dstributive justice, procedural justice, and interactional justice of organizational justice were analyzed as factors influencing customer orientation. competence, self-determinationr, and impact factors were analyzed as factors affecting customer orientation. However, the meaning of the empowerment did not affect the customer orientation. The work environment of small and medium-sized journalists is performing work without restriction of time and space in internet environment. This environment is a digital environment that we have not experienced before. However, organizational justice and empowerment factors are analyzed as important influences on customer orientation as same as previous research results.

• Culinary science and hospitality research
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• v.18 no.4
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• pp.84-99
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• 2012

This paper investigated the effects of employee's personality on organizational citizenship behavior(OCB) and customer orientation in service business. Based on the literature search about personality, OCB and customer orientation, this study conducted a survey to total 207 service employees who engage in food service business. The findings of the research are as follows. First, service employee's personality consists of neuroticism, extroversion, agreeableness, conscientiousness and intelligence. Second, service employee's OCB is affected by intelligence, agreeableness, conscientiousness and extroversion of a service employee. Third, service employee's extroversion, agreeableness, conscientiousness and intelligence positively affect service employee's customer orientation, and service employee's neuroticism negatively affect service employee's customer orientation. Fourth, service employee's customer orientation is affected by employee's OCB. The findings of this research shows that service employee's personality affects OCB and customer orientation.