• Journal of Korea Society of Industrial Information Systems
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• v.27 no.5
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• pp.99-117
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• 2022

This study examines the effect of customer experience management capability of a bank and job satisfaction and customer orientation of the frontline employee in bank. The proposed research model and developed hypotheses were tested using structural equations modeling based on data collected from 321 employees working in banks. The results of the study confirm the positive effects of employee training, employee empowerment, employee evaluation, cross functional work of customer experience management capability is job satisfaction and customer orientation. But channel integration is not supported job satisfaction and customer orientation. Performance management influenced customer orientation through job satisfaction. The study provides On a theoretical level valuable insights into the customer experience management competency at the organizational unit and but there is also a limitation that firms the is limited.

• Korea Trade Review
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• v.47 no.5
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• pp.253-272
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• 2022

As the digital era accelerates, traditional perspectives have limitations in explaining the success or failure of export performance. The purpose of this study is to analyze new factors affecting export performance from the perspective of customer experience, which has emerged as an important factor in securing a competitive advantage and generating organizational performance. After deriving hypotheses based on literature review and discussion, a research model is designed in which three factors of customer experience such as understanding customer's objectives, customer value creation capability, and customer journey management are the antecedents, and export performance is the dependent variable. This model also includes organizational agility and personal contact as the moderating variables. To verify the hypotheses, multiple regression analysis was conducted on the collected data drawn from 198 SME exporters. According to the analysis results, it was found that all three antecedents positively affected export performance. In particular, the organizational agility and personal contact were confirmed to have a moderating effect that creates better export performance by interacting with customer value creation capability. The theoretical significance of this study is to find that effective customer experience management can be a key factor in creating export performance. The results suggest that checking the overall customer journey, exporters should select and intervene to intensively manage key touch points that can have a decisive impact on the quality of customer experience. At the end of the paper, practical implications to be considered in creating export performance through effective customer experience management are presented.

• Journal of Distribution Science
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• v.11 no.10
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• pp.37-45
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• 2013

Purpose - Appropriate response to the fast changing economic environment determines SMEs' competiveness in the era of globalization and open market and, therefore, government policies to strengthen SME's competitiveness will be very important in the future. It is time to investigate the element of strategic orientation that is necessary for strengthening the competitiveness of SMEs, and its effect on the success of a business start-up. This study analyzes the network orientation in addition to existing strategic orientation, and focuses on price and quality management capability as mediators for strategic orientation and outcomes of business start-ups. Research design/data/methodology - The orientations of technology-based business founders were classified into market, technology, network, and entrepreneurial orientation. We then investigated the effect of these orientations on product price and quality management capability, as well as the influence of price and quality management capability on the outcome of a business start-up. This study is based on the nation-wide survey of the founders and members of technology-based business establishments. The survey was administered to 300 selected companies via email for a period of one month, at the end of which 175 companies replied with valid answers. Further, for effective and objective research, we used SPSS 14.0 and Amos 7.0 for structural equation modeling assumptions and hypothesis verification. Results - Except for entrepreneurial orientation, the other three orientations, namely, technology, market, and network orientations, affect the price management capability according to our results. The price management capability relates significantly with the sales and customer satisfaction. Especially, technology orientation is the core competency of start-ups that affects price and quality management capabilities. However, technology and entrepreneurial orientation do not influence the outcome of business start-ups, but affect their quality management capabilities. Conclusions - This study confirms that the strategic orientation affects product price as well as quality management capabilities, to introduce new products and achieve successful outcomes. In conclusion, new business founders face the dilemma of trade-off between price and quality in the planning stage of new product development. In particular, price management capability directly affects the outcome. Therefore, price management is more important for a successful start-up than quality management. Especially, during the initial stages of starting up a new business, price management capability entails following the market-leading company, or price penetration strategy. In this stage, price management is dependent on the information from outside rather than on the founder's decision, and it directly affects sales performance and customer satisfaction. In contrast, quality management capability is directly related to the technology capability and market experience of founders. In this case, subjective and proactive decision making is required for differentiation and development of demand in the niche market, which does not directly influence the sales performance and customer satisfaction.

• The Korean Journal of Franchise Management
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• v.15 no.1
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• pp.28-42
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• 2024

Purpose: ESG management of domestic coffee shops is attracting attention as a capability for corporate sustainability. Therefore, customers who use coffee shops are inevitably affected by ESG policies. By properly operating ESG management, companies can ensure that customers perceive and consume their brands positively. This study examines how ESG management of coffee shops affects customers' perceived authenticity, trust, and brand loyalty, and suggests the direction in which domestic coffee shops should move. Research design, data, and methodology: All variables and hypotheses were determined by previous research, and data were collected for two weeks starting May 23, 2023. 229 people with experience using coffee shops participated in a survey conducted through a Google form, and all 229 responses were used in the analysis. Result: The research results are as follows. All domestic coffee shops presented as examples had a positive impact on brand trust and perceived authenticity through ESG management. However, in the case of environment (E), it can be confirmed that it does not directly affect trust, but indirectly affects trust through perceived authenticity. Conclusions: Domestic coffee shops must establish appropriate policies by recognizing customer interests and opinions in order to significantly increase perceived authenticity and trust through ESG strategies.

• Korean Journal of Clinical Laboratory Science
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• v.36 no.2
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• pp.121-126
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• 2004

The primary goal of six sigma is to improve patient satisfaction, and thereby profitability, by reducing and eliminating defects. Defects may be related to any aspect of customer satisfaction: high product quality, schedule adherence, cost minimization, process capability indices, defects per unit, and yield. Many six sigma metrics can be mathematically related to the others. Literally, six means six standard deviations from the mean or median value. As applied to quality metrics, the term indicates that failures are at least six standard deviations from the mean or norm. This would mean about 3.4 failures per million opportunities for failure. The objective of six sigma quality is to reduce process output variation so that on a long term basis, which is the customer's aggregate experience with our process over time, this will result in no more than 3.4 defect Parts Per Million(PPM) opportunities (or 3.4 Defects Per Million Opportunities. For a process with only one specification limit (upper or lower), this results in six process standard deviations between the mean of the process and the customer's specification limit (hence, 6 Sigma). The results of applicative six sigma experiment studied on 18 items TP, ALB, T.B, ALP, AST, ALT, CL, CK, LD, K, Na, CRE, BUN, T.C, GLU, AML, CA tests in clinical chemistry were follows. Assessment of process performance fits within six sigma tolerance limits were TP, ALB, T.B, ALP, AST, ALT, CL, CK, LD, K, Na, CRE, BUN, T.C, GLU, AML, CA with 72.2%, items that fit within five sigma limits were total bilirubin, chloride and sodium were 3 sigma. We were sure that the goal of six sigma would reduce test variation in the process.

• Journal of Korean Society for Quality Management
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• v.34 no.4
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• pp.22-32
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• 2006

In these days, most of Korean industries advocates and utilizes Six Sigma as an integrated innovation tool for all their business and manufacturing processes. Six Sigma is known to bring more financial and managerial achievements than other innovation methods and tools. However, such successes are not always guaranteed. To adopt and implement Six Sigma successfully, it is necessary to grasp and understand essential characteristics of Six Sigma and then identify suitable elements and complements in consideration of vision, strategies, capability, circumstance and environment of the company. Step by step implementation plan may be built based on those ingredients. This study is to find out key ingredients (KIs) of Six Sigma. Potential ingredients selected from previous studies of success factors and ingredients of Six Sigma and TQM, and criteria of quality awards like MBNQA, EFQM, Deming prize and Korean National Quality Awards (KNQA) are classified into 11 categories based on experts' opinion and affinity analysis: management leadership, belt system, training, six sigma system, compensation, organization, corporate culture, customer focused, project selection, management of project results, and managerial achievements. Irrelevant or ineffective potential ingredients are discarded using factor analysis for the questionnaires answered by champions, MBB's and BB's of 90 Korean companies that have more than 3 years experience of Six Sigma. Also from the factor analysis, 3 factors are derived for each categories respectively except the managerial achievement category. Those 11 categories and 30 factors are defined as KIs of Six Sigma. This study also reveals that there is difference according to enterprise size, type of business, and implementation time in terms of KI's, and prioritizes KI's that an enterprise to pursue Six Sigma successfully should consider according to its characteristics.

• Journal of the Korean Society of Systems Engineering
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• v.10 no.1
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• pp.1-15
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• 2014

Refinery plant producing petroleum products from crude oil has significantly contributed to the creation of the national interests as a leading engineering industries. However, domestic Engineering Procurement Construction (EPC) companies are facing heavy competition for orders. Domestic EPC companies as EPC contractors are faced with some problems such as undertaking responsibility for FEED packages produced by other FEED companies. But domestic EPC contractors are unfamiliar to development and validation of FEED packages. It causes poor profitability and lower competitiveness of domestic companies. It is necessary for domestic companies to have capability to perform FEED activities in order to overcome these limitations instead of focusing on EPC phase after FEED phase. The systematic procedure is needed to perform the FEED activities, however, there are present difficulties on it due to the lack of experience in FEED packages development which require various engineering knowledge of chemical process, mechanics, electrics, instrumentation, civil engineering. This study has applied systems engineering method which is multi-disciplinary approach to derive and verify the solution to meet the customer's needs when the complex system is developed to task execution process development of FEED activities for refinery plant. The problems that may occur in the future were identified in advance by taking into account the various stakeholders and system context through the application of systems engineering. It helps to develop the task execution process systematically. The developed task execution process of FEED activities is planned to make effectiveness verified by engineering professionals experienced in FEED and continually enhance this process by field application.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.17 no.6
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• pp.141-158
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• 2022

This study identifies related factors by analyzing the effects of the psychological characteristics and competency factors of traditional market merchants on business performance, and at the same time verifies the moderating effect of government support policies. The research focus was on verifying the causal relationship. This study was conducted targeting the representative traditional market merchants in the metropolitan area who have experience in traditional market specialization projects or are currently in the process of specialization projects. An empirical study was performed based on the collected data. The analysis results are as follows. First, it was found that self-esteem as a psychological characteristic factor of merchants, customer management competency as merchant competency, and informatization capability had a significant positive (+) effect on financial performance among business performance. Second, as a result of examining the moderating effect of government support policies, it was found that product capability had a significant positive (+) effect on financial performance among business performance. It was found that self-esteem and product competency had a significant positive (+) effect on the will to continue business among business performance. The practical results of this study are the research papers to measure the business performance of traditional market merchants using the government support policy as a moderating variable, using the psychological characteristics and competency factors of traditional market merchants as independent variables. For this purpose, it will be positively evaluated that the psychological characteristics of merchants and merchant competency factors affect business performance, and that meaningful research results are derived by analyzing the moderating effect of government support.

• Information Systems Review
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• v.10 no.1
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• pp.213-235
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• 2008

Recent reports about economic structure and changes show that global economy changes to rely on service rather than manufacturing. This phenomenon can be explained in two ways: the growth of service industry itself and the increasing reliance on service by other industry areas. The importance of service is indicated by the fact that the contribution of research and development, marketing, and finance to the revenue generation of companies is getting greater than that of manufacturing. This change in the economic structure calls for researchers' attention on the importance of service and the service-based economy. In the service-based economy, firms are considered value proposition providers and consumers actual value creators so that the concept of co-value creation becomes a key thesis to study. However, there are a variety of definitions of service and diversified measurements of service anchored in the supplier-oriented understanding of service yet. This lack of understanding of the service and the economic paradigm change causes a lot of problems in the areas of service productivity, service quality, and service innovation. Even though a new movement called service science started and rigorously pursues the way of enhancing the understanding of the economic change and service productivity, there is no framework that provides a unified view about the new role of service, service productivity, service quality, and thus service innovation. This study proposes a unified framework to provide a structured view about service provision and to facilitate the research on service. The framework is built on the concepts from previous studies about service marketing and service science: service life cycle and service networks including value activity network, resource integrator network, and capability network. We hope this study can be used as the basis for future studies on service science.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.14 no.5
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• pp.61-78
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• 2019

This study is about the effect of the founder's self-efficacy on the sales of the founding company by focusing on the factors that are currently emphasized in the founding education. In particular, this paper starts from the consciousness of the problem that the education that is being implemented to achieve the purpose of successful start-up among various government-based start-up support projects is failing to produce many start-up failures. Entrepreneurs cannot be assessed by objective financial data, but there is a high degree of uncertainty that should be determined based on their personal and learning abilities. In addition, many previous studies, which are likely to be successful when there is a high self-efficacy in a specific field due to the influence of factors such as personal experience or learning, will answer the direction of support for start-up companies. This study focuses on the impact of the founder's self-efficacy on the sales of the founding firms, especially the sales that are the key to the survival of the founding firms. This study has six major studies. First, to analyze whether the self-efficacy of entrepreneurs with respect to entrepreneurship affects the sales of entrepreneurs. Second, to analyze whether the self-efficacy of entrepreneurs with respect to market orientation affects the sales of entrepreneurs. Analysis of whether the founder's self-efficacy affects the sales of the founding firms. Fourth, analysis of whether the founder's self-efficiency affects the sales of the founding firms' understanding of management environment changes. An analysis of whether efficacy affects the sales of a start-up company, and sixth, an analysis of whether the founder's self-efficacy of business model building ability affects the sales of a start-up company. As a result of the empirical analysis, this study found that the self-efficacy of entrepreneurs on product differentiation capability and business model building capacity had a positive influence on the sales of entrepreneurs. The self-efficacy had a positive effect on self-efficacy, and the customer orientation had a positive effect on self-efficacy on business model building capacity. Also, it was confirmed that a path exists between the components of self-efficacy and that self-efficacy through the path has a positive effect on the sales of the start-up company. Therefore, the results of this study suggest the implications of establishing such a path and strengthening self-efficacy to create the survival and start-up performance of a start-up company if the goal of the start-up company is to survive when implementing various support projects for the start-up company.