• Knowledge Management Research
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• v.21 no.3
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• pp.123-140
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• 2020

In call centers where customers contact a firm's customer service without face-to-face interaction, customer service representatives (CSRs) determine its service competitiveness. In other words, a firm's service excellence relies on its CSRs. Drawing on the concept of agility from service and information technologies studies, this study conceptualizes customer response capability as a variable consisting of customer response expertise and customer response agility, and further verifies its effects on customer service performance. Moreover, this study examines whether a firm's digital and human knowledge resources are related to CSRs' customer response capability. To empirically test the proposed hypotheses, the partial least squares analysis is conducted with a total of 371 responses collected on CSRs from two insurance call centers. The findings indicate that a firm's digital and human knowledge resources enhance CSRs' customer response expertise and customer response agility, thereby increasing customer service performance. The results draw the conclusion that CSRs' customer response capability is a key antecedent of superior customer service.

• East Asian Journal of Business Economics (EAJBE)
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• v.2 no.3
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• pp.33-42
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• 2014

The main purpose of this study intends to study the theoretical interconnection between human response capability and customer relationship management advantage while considering the essential role of service application of information technology as direct, indirect (mediating), and interactive (moderating) influences in the theory. Based on the study sample, the new findings help comprehend the overall interconnected relationship which includes the direct and indirect (mediating) effects of information technology service capability and human response capability as well as their interaction (moderation) on customer relationship management advantage. The new insights interprets the two capabilities (human and information technology) are vital to business because they are the foundation set of service resources significantly to enhance customer relationship management advantage.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.10
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• pp.65-76
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• 2021

This study aims at investigating the effect of product innovation accounting on the market success of instant food and convenience food businesses in Thailand with customer response capability as the mediator. In addition, it examines the effects of management accounting systems, marketing intelligence, and technology orientation on product innovation accounting. The sample for this study is 258 instant food and convenience food businesses in Thailand. To test the research relationships, a structural equation model is used. The results of this study show that product innovation accounting has a significant effect on both customer response capability and market success. Similarly, customer response capability significantly leads to market success while it mediates the product innovation accounting-market success relationship. Testing the antecedents of the research relationships, management accounting system, marketing intelligence, and technology orientation potentially affect product innovation accounting. Accordingly, product innovation accounting is a key source of competitive advantage. Product innovation accounting must be recognized by company management as a strategic tool for competing in markets and environments. They must invest their resources and capabilities to create and develop product innovation accounting principles, as well as encouraging their staff to implement and use these principles in the workplace.

• Journal of Navigation and Port Research
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• v.36 no.1
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• pp.59-67
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• 2012

This study shows how the logistics capability of container terminal impacts with service quality and customer response. Result of this study would be utilized in marketing strategy for container terminal. Sample design is based on shipping companies which are registered in Korea Shipowners' Association and Korea Shipmanagers' Association from Dec. 5 through 23 in 2011. And total of 243 questionnaires are collected through a personal visit. The result of empirical analysis, management capability of logistics capability factor which have an effect on service quality and customer response is the biggest influence to them. At the same time, Sympathy of service quality factor which have an effect on customer response is the biggest influence to it. Therefore, customers' requirements would be analyzed specifically when loading and unloading plans are devised in container terminal, and based on customers' requirements, best customer service would be provided.

• 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.

• Journal of the Korean Institute of Illuminating and Electrical Installation Engineers
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• v.27 no.1
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• pp.17-23
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• 2013

The BESS(Battery Energy Storage System) is an useful device for load leveling, but the high cost, installation space and safety issues are the main barriers for supplying it widely. The important factor in supplying BESS to customers successfully is the payback period. As most of the H/W cost factors are uncontrollable, the optimization of storage volume can be useful factor in improving payback period. In order to obtain optimized BESS volume, the load factor, demand ratio, peak shaving ratio, electric rates and benefits from DR participation of customer should be analyzed. In this paper, we could verify the peak cutting capability and cost effectiveness under the some proposed conditions and changing value of PCS and battery based on the customers data after volume optimization process was applied, and we can identified the saturation point of load factor and shortening of customer's payback period.

• 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.

• The Journal of Society for e-Business Studies
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• v.4 no.2
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• pp.209-220
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• 1999

Quick response in the textiles and clothing industry is widely recognized at a strategic concept implemented by information technology to transfer changes in customer needs to the final product as soon as possible. This paper addresses which factors should affect the adoption of quick response systems in Korea. We surveyed 108 companies in the textile and clothing industry by using a questionnaire. We asked whether they adopted QR or not, and measured the usage level of QR-related ITs and the level of both internal and external factors in Likert's scale. We conducted multiple linear regression to analyze the data collected by using SAS. The findings are as follows: The adoption of QR, measured by the usage level of QR-related ITs, is positively affected by internal factors such as the recognition of QR concept and the capability for IT applications and by external factors such as the overall informating level of the industry, the needs for cooperation between organizations, and the leadership as an industry coordinator.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.25 no.1
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• pp.35-41
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• 2002

XML(eXtensible Markup Language) based electronic catalog is very useful for searching target information because of its structural and contents based searching support capability. And XML document editing is easier than HTML because of XML document is divided by structure, contents and presentation. This paper is to present a prototype of XML based Electronic Catalog Management System(ECMS) whose system consists of data input, output and manipulation system for inserting, updating, editing and deletion. A proposed system could resolved the problems at virtual intermediary shopping mall invloved in the difficulty of interoperability when customer try to compare similar products at mixed shopping mall and reduced web service costs at independent shopping mall by using XML format. The proposed ECMS offers rapid response capability for product data change of electronic catalog and easy and friendly interoperability among similar products.

• International Journal of Quality Innovation
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• v.2 no.1
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• pp.106-116
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• 2001

The purpose of business strategy is to achieve competitive advantages which includes higher efficiency, better quality, more innovation and faster customer response. In other words, The business strategy is to build unique capability of lower cost and/or differentiation. In production aspect, unique capability means better production power with better performance at 3M(Man, Machine, Material) of input and PQCDSM (Product, Quality, Cost, Delivery, Safety, Moral) from output. The Total Productive management (TPM), a series of improvement activities focused on reduction of equipment loss, is a tool to establish business competitive advantages. In this paper, several domestic companies who won the Japan TPM Award have been studied. It is found that there is a strong cause-effect relationship between TPM and competitive advantages because. 1. TPM can change employees mindset effectively. 2. TPM can upgrade employees capabilities. 3. TPM can lead to excellent productivity.