• 지식경영연구
• /
• 제21권3호
• /
• pp.123-140
• /
• 2020

고객이 기업과 상호작용하는 대표적인 비대면 서비스 접점인 콜센터에서 서비스를 제공하는 상담사는 그 기업의 서비스 경쟁력을 결정한다. 즉 기업의 우수한 서비스는 상담사의 서비스 역량에 의해 영향을 받는다. 변화하는 환경에서 기업의 대응 능력을 강조하는 민첩성의 개념을 도입하여, 본 연구는 먼저 상담사의 고객대응역량을 고객대응전문성과 고객대응민첩성의 하위차원으로 개념화하고 고객서비스성과에 미치는 효과를 분석한다. 이와 더불어 기업의 디지털 및 인적 지식자원이 상담사의 고객대응역량에 미치는 효과를 규명한다. 연구가설을 검증하기 위해 보험사 콜센터 2곳의 상담사로부터 수집한 371부의 응답을 가지고 PLS(partial least squares) 분석을 수행했다. 연구결과는 기업의 디지털 및 인적 지식자원이 상담사의 고객대응전문성과 고객대응민첩성을 향상시키고 이를 통해 고객서비스성과를 증가시킬 수 있음을 보여준다. 이 결과는 우수한 고객서비스를 창출하기 위해 먼저 상담사의 서비스 역량을 강화하는 것이 필요함을 제시한다.

• 동아시아경상학회지
• /
• 제2권3호
• /
• pp.33-42
• /
• 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
• /
• 제8권10호
• /
• pp.65-76
• /
• 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.

• 한국항해항만학회지
• /
• 제36권1호
• /
• pp.59-67
• /
• 2012

본 연구에서는 컨테이너 터미널의 물류역량이 서비스 품질과 고객반응에 어떠한 영향을 미치는지 파악하여 향후 컨테이너 터미널의 마케팅 전략 수립에 시사점을 제공하고자 한다. 표본설계는 한국선주협회, 한국선박관리업협회에 등록된 선사 중 부산항 컨테이너 터미널을 이용하고 있는 선사별로 2011년 12월 5일부터 23일까지 5~8부의 설문지를 직접방문을 통하여 배포하고 회수된 설문지 243부를 분석하였다. 실증분석 결과 서비스 품질과 고객반응에 정(+)의 영향을 미치는 물류역량 요인 중 관리역량이 가장 큰 영향을 미치는 것으로 나타났고, 고객반응에 정(+)의 영향을 미치는 서비스품질 요인 중 공감성이 가장 큰 영향을 미치는 것으로 나타났다. 그러므로 컨테이너 터미널에서는 적/양하를 계획할 때 고객의 요구사항을 정확히 파악하여 이를 적극적으로 반영하고 고객에게 최상의 서비스를 제공하여야 할 것이다.

• 유통과학연구
• /
• 제11권10호
• /
• pp.37-45
• /
• 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.

• 조명전기설비학회논문지
• /
• 제27권1호
• /
• pp.17-23
• /
• 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.

• 한국경영공학회지
• /
• 제23권4호
• /
• pp.165-177
• /
• 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.

• 한국전자거래학회지
• /
• 제4권2호
• /
• pp.209-220
• /
• 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.

• 산업경영시스템학회지
• /
• 제25권1호
• /
• pp.35-41
• /
• 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
• /
• 제2권1호
• /
• pp.106-116
• /
• 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.