• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.13 no.11
• /
• pp.5098-5103
• /
• 2012

This study examines the effect of information systems through communication and process competency to increase customer relationship competency. This study focuses on the effect of information systems which help internal customers for their work to satisfy the external customers. Based on the data collected by KRIVET and the Ministry of employment and labor, information systems, communication, process competency, and customer relationship competency are examined. The result showed that information system has an influence on communication and process competency, significantly. Process competency affect customer relationship competency positively while communication does not. However, communication has a positive influence on process competency.

• East Asian Journal of Business Economics (EAJBE)
• /
• v.5 no.4
• /
• pp.50-66
• /
• 2017

Purpose - The purpose is to identify a structural effect relationship among a hotel chef's personal competency, job satisfaction and customer orientation. Moreover, this research tries to provide implications regarding effective human resource management strategies based on competency to strengthen job satisfaction and customer orientation by testifying the effect relationship of job satisfaction with the relationship between personal competency and guest orientation. Research design, data, methodology By targeting chefs working in five starred hotels in Seoul, the surveys have been distributed from April 1st of 2017 to April 20th of 2017 (approximately 20 days). Out of 300 distributed surveys, 250 were collected, and 246 were used, excepting 4, unhonestly answered. Results - It has been analyzed that a hotel chef's personal competency, self-control ability, customer orientation competency, interpersonal relation competency, gumption, and professional competency has a significant effect on job satisfaction, however, it has been identified that gumption has no impact on job satisfaction. Job satisfaction has a significant impact on customer orientation. Lastly, there is a control effect on job satisfaction and customer orientation by organizational commitment Conclusions - It is able to propose the solutions to improve customer orientation, job satisfaction and organizational commitment of a hotel chef and the ways for human resource management.

• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.12 no.12
• /
• pp.5594-5600
• /
• 2011

Even though many studies have showed that competence is positively related to organizational performance, few studies have attempted to find out the process of competency - performance. This study focuses on the organizational factors to explore their effect on the competence of customer relationship. Based on the data collected by KRIVET and the Ministry of employment and labor, strategic role of HR department and information systems are examined. As well human resource competency is investigated as a mediating variable. This study used surveys targeting department managers and executive members in firms and sample size was 1086 after cleaning the dataset by deleting all the cases with many missing values. The findings show that strategic role of HR department and information system has an influence on human resource competency, significantly. In addition, the human resource competency affect customer relationship competency, positively. Implications and directions for future research are discussed.

• Journal of Korean Society of Industrial and Systems Engineering
• /
• v.46 no.4
• /
• pp.74-92
• /
• 2023

The computer system validation consulting industry is growing as domestic GMP companies' overseas exports or advancements increase, and computer system validation has been mandatory in Korea since the 2010s, but domestic CSV consulting companies are small in size and have a short history, revealing many shortcomings in terms of service quality and customer satisfaction when conducting consulting. Research related to consulting has been mainly focused on management consulting and IT consulting, and research related to computer system validation is very insufficient. This study confirmed the effect of consultant competency and service quality on consulting performance, customer satisfaction, and intention to renew contract when performing computer system validation through empirical research on food, pharmaceutical, cosmetics, and medical device companies, which are representative companies in the GMP industry. As a result, it was confirmed that consultant competency and service quality had a significant effect on consulting performance, customer satisfaction, and intention to renew contract. In addition, it was confirmed that the reputation and expertise of consulting companies had a moderating effect on the relationship between consultant competency and consulting performance.

• The Journal of the Korea Contents Association
• /
• v.21 no.9
• /
• pp.270-283
• /
• 2021

The achievement of the long-term relationship is commonly executed by a salesperson that is eventually very crucial to enhance the customer retention in the insurance industry. It indicates there is an urgency to improve the competence of salesperson and organization support to build and maintain bonds of long-lasting loyalty with the individual customers. Therefore, this research aims to analyze the influence of planner's competency and organizational support on sales performance, and to verify empirically whether MDRT goal orientation mediating role between competency, organizational support and sales performance. The results of this research are as follows: firstly, product and customer competence, digital competence, network competence positively affect sales performance. Secondly, sales support positively affect sales performance. Thirdly, meditating effect of MDRT goal orientation were significant found between the planner's competency and sales performance. Moreover, in the relationship between sales support and sales performance, MDRT goal orientation have a fully mediated effect. This means customer management through excellent competency, organization support to insurance trend change, and competence development through MDRT goal orientation positively affect sales performance.

• IE interfaces
• /
• v.18 no.3
• /
• pp.253-267
• /
• 2005

Customer satisfaction becomes one of the important managerial concerns associated with corporate competency in current competitive environment for Internet communication service companies. Hence, it is demanding to improve a company's customer satisfaction through the total quality management perspective. In practice, engineers as well as the management hope to find major quality characteristics with Internet communication network that is closely related to customer satisfaction, consequently aiming to the raise of their company's customer satisfaction. This paper presents an empirical relationship analysis between network quality characteristics and customer satisfaction on Internet communication. Methodologically, the relationship analysis framework is based on the regression variable selection procedures. In this framework, it is implemented that; 1) iterative model building; and 2) consistent criteria application to statistical tests for selecting significant variables. A case study shows that; 1) the customer satisfaction on the network connection seems to be more closely related to the network quality characteristics compared with the customer satisfaction on the network speed; and 2) the download disconnection rate has relatively evident relationship with the customer satisfaction on the network connection.

• Proceedings of the Korean Operations and Management Science Society Conference
• /
• 2005.05a
• /
• pp.822-828
• /
• 2005

Customer satisfaction becomes one of the important managerial concerns associated with corporate competency in current competitive environment for Internet communication service companies. Hence, it is demanding to improve a company's customer satisfaction through the total quality management perspective. In practice, engineers as well as the management hope to find major quality characteristics with Internet communication network that is closely related to customer satisfaction, consequently aiming to the raise of their company's customer satisfaction. This paper presents an empirical relationship analysis between network quality characteristics and customer satisfaction on Internet communication. Methodologically, the relationship analysis framework is based on the regression variable selection procedures. In this framework, it is implemented that; 1) iterative model building; and 2) consistent criteria application to statistical tests for selecting significant variables. A case study shows that; 1) the customer satisfaction on the network connection seems to be more closely related to the network quality characteristics compared with the customer satisfaction on the network speed; and 2) the download disconnection rate has relatively evident relationship with the customer satisfaction on the network connection.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
• /
• v.15 no.3
• /
• pp.103-119
• /
• 2020

This study aimed to derive theoretical and practical implications by analyzing the relationship between adversity quotient, entrepreneurial orientation, and customer orientation, which are the internal competency of start-up entrepreneurs affecting the performance of a small business CEO. As in previous domestic studies, we deviated from analyzing internal competency as a single-dimensional functional relationship to business performance, and attempted to explain the relationship between the internal competences of start-up entrepreneurs. Empirical analysis was conducted by setting the adversity quotient as an independent variable, the entrepreneurial orientation as a parameter, and the customer orientation as a dependent variable. As a result of the analysis, first, it was found that control and ownership, which are sub-elements of adversity quotient, have a positive effect on entrepreneurial orientation and customer orientation. Second, entrepreneurial orientation was found to have a positive effect on customer orientation. Third, it was found that only the ownership of the adversity quotient had a positive effect on customer orientation through the mediating effect of entrepreneurial orientation. In other words, it was found that the entrepreneur's ownership influences customer orientation through entrepreneurial orientation. On the other hand, endurance, sub-element of adversity quotient, was found to have no significant effect on entrepreneurial orientation and customer orientation. This means that in the rapidly changing New Normal era, endurance of entrepreneur can no longer have a large impact on entrepreneurial orientation and customer orientation. This study gives implications for the entrepreneur's competencies that must be developed first and the tendency to be developed together. Furthermore, it can be helpful in policy designing start-up support programs and guidelines for investors' investment standards.

• The Korean Journal of Franchise Management
• /
• v.11 no.2
• /
• pp.7-15
• /
• 2020

Purpose - The purpose of this study was to structurally verify how the competency of consulting company affects the business performance of consulting client firms through consulting achievement and consulting utilization. It aims to provide information for successful consulting and suggest strategic measures to improve consulting performance. Research design, data, and methodology - This study examines the structural relationship between competency of consulting company, consulting performance, and performance of consulting client firms. In this model, competency of consulting company consists of three sub-dimensions such as reputation, ability to perform business, and expertise. For these purposes, research model and hypotheses were developed. This survey was conduct ed for employees of companies that have experienced consulting in the past year. A total of 195 were used for this study. The data were analyzed using frequency analysis, confirmatory factor analysis, correlation analysis, and SEM with SPSS 18.0 and Amos 18.0 statistical program. Result - The results of this study are as follows. First, reputation, ability to perform business and expertise, which are sub-dimensions of consulting competence, was found to have positive effect on consulting achievements and also found to have a positive effect on utilization. Second, consulting performance was found to have positive effects on business performance of consulting client firms. It means that the management's willingness to utilize consulting results and the achievements of consulting performance have a positive effect on the company's management performance. Conclusions - Consulting firms need to perform customer-oriented consulting by accurately recognizing what management consulting is required by the client firms. The academic significance of this study was that the research was conducted through structural empirical analysis, not only from the relationship of competency of consulting company to consulting performance, but also to the relationship of business performance of client firms. In addition, the practical implication of this study is that clients can actively utilize the results of consulting to lead business performance.

• Journal of Korean Society of Rural Planning
• /
• v.12 no.1 s.30
• /
• pp.59-66
• /
• 2006

The purposes of this study were to identify leadership competences of rural leaders and to analyze leadership competency of leaders. The study carried out by questionnaire and focus group interview on expert panels. To analyze leadership competency, the data was collected from 273 rural leaders by stratified random sampling. SPSSWIN/ver10 program was used for analyzing data with t-test and IPA method. The study suggests twenty low types of leadership competences which were information, vision, decision making, motivation communication, education residents, managing residents, loaming, flexibility, problem solving, presentation program management, customer orientation service knowledge, making relationship, creative idea, business understanding, brand development, conflict resolution negotiation, assessment, business management, coaching and feed back. Whereas leaders with middle school educational career required developing program management, maintaining achievement and benchmarking, leaders with high school were morel likely to develope self-learning, to benchmark their knowhow and brand development competency. Whereas leader with less low years experiences as leader have been considered as developing coaching/feedback brand development and program development, leaders with more five years as leader should consider developing benchmarking, resident education, and brand development. The study suggests that the extension agents on public should develop leadership program according to the competency differences of leaders.