• Information Systems Review
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• v.1 no.2
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• pp.73-87
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• 1999

• The Journal of the Korea Contents Association
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• v.20 no.5
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• pp.476-499
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• 2020

The impacts of internal marketing in the security firms have not been studied much. This study analyzes the impact of internal marketing on job satisfaction, job commitment, customer orientation, and job performance for the security firm's branches using multiple mediation model which differs from simple mediation model. The data were collected from 263 employees of securities firm's branches in Seoul, Busan and other Korean metropolitan cities. The research hypothesis was validated by the tools of SPSS 22.0 and AMOS 22.0. The results are as follows. First, among the internal marketing factors, delegation of authority, reward systems and education training had a significant effect on job satisfaction. And internal communications were shown to have a significant effect on job commitment and customer orientation. Second, job satisfaction have a significant direct impact on the job commitment, customer orientation. And customer orientation have direct impact on the job performance. Also, delegation of authority and reward systems were found to have a significant indirect effect on the job performance in mediation of job satisfaction and customer orientation. These results imply that internal marketing factors affect job performance mainly through the mediation of job satisfaction, job orientation and that specially delegation of authority and reward system affect on the performance much, which are different from other industry cases.

• Journal of Korean Society for Quality Management
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• v.46 no.3
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• pp.695-706
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• 2018

Purpose: This study investigates success factors of ENEX which is a leading company in the kitchen furniture industry in South Korea, based on the perspective of customer satisfaction and corporate social responsibility. ENEX has grown to a successful mid-sized firm with competitive technology as a result of pursuing customer-oriented management since its establishment in 1971. Methods: Recognizing the importance of customer satisfaction, this study analyzed several cases of customer-oriented management of ENEX and interpreted their findings. Results: The successful embedment of customer satisfaction DNA in the whole organization is a major success factor of ENEX. It has been applying 7 WISE policy to all business processes from the product development to after-service to create customer value. Also, top management has fully exercised leadership to make customer-oriented organization, leading to ENEX being a competitive firm to provide products and services which can impress customers. Conclusions: ENEX has conducted various social activities based on corporate social responsibility. This study would also provide meaningful insights to understand the importance of customer-oriented management.

• Journal of the Korean Operations Research and Management Science Society
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• v.29 no.2
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• pp.1-18
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• 2004

Due to the change to the digital environments, the offer of services on the on-tine differs from one on the on-line. This paper Identifies what functions internet business organizations should fulfill to provide on-line services of good qualify and analyzes whether these functions lead effectively to the expected performance of Internet business firms. The components of service orientation in the Internet business organizations appear to be the servant leadership, customer treatment from the Internet service encounter, Internet service failure prevention and recovery, Internet service standards communication, Internet service training, and internet service rewards. Therefore, these determinants should be incorporated in the practices, Procedures, end routines of Internet business organizations in order to create and provide excellent Internet services. Furthermore, it is demonstrated that Internet service orientation has a significant effect on satisfaction by employees and customers, the value and quality of Internet service, and the firm's performance. This implies that the service orientation is an Important factor In the on-line service organizations and that the internet business can be successful when the service orientation is diffused throughout the firm's organizations. It is also shown that the important factors, which connect Internet service orientation and its performance, are the service quality, value of Internet service and customer satisfaction. That is, the service orientation can ultimately lead to the corporate performance when customers are satisfied after confirming the value and quality of Internet service by visiting the web site.

• Proceedings of the KSR Conference
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• 2003.05a
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• pp.159-164
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• 2003

The purpose of this article is to comparatively depict the organizational effectiveness of two rail firms based on the cognitive response of employees(group of drivers). To attain this purpose, several aspects of current personnel and organization management system and organizational culture are surveyed through questionaire and analyzed by SPSS. The questionaire includes two parts of items. First, it includes items on personnel-related factors such as evaluation system, job, wage, role, leadership and job satisfaction. Second, it includes items on organizational culture model suggested by Rousseau. The major findings are : 1) In general, the cognitive response of drivers in two firms concerning personnel-related aspects is to a certain degree negative. 2) The cognitive response of drivers in two firms concerning culture-related aspects is also awfully negative. 3) Job satisfaction of drivers in the firm A is highly related to role and leadership factors in terms of personnel-related aspects, on the one hand, and to achievement factor in terms of culture, on the other hand. In case of the firm B, job satisfaction of drivers is highly related to personnel evaluation factor as well as role and leadership factors in terms of personnel-related aspects, on the one hand, and to affiliation, power, and bureaucracy factors in terms of culture, on the other hand.

• Asia Marketing Journal
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• v.15 no.3
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• pp.53-77
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• 2013

As advertising and promotions are categorized as operating expenses, managers tend to reduce marketing budget to improve their short term profitability. Gauging the value and accountability of marketing spending is therefore considered as a major research priority in marketing. To respond this call, recent studies have documented that financial market reacts positively to a firm's marketing activity or marketing related outcomes such as brand equity and customer satisfaction. However, prior studies focus on the relation of marketing variable and financial market variables. This study suggests a channel about how marketing activity increases firm valuation. Specifically, we propose that a firm's marketing activity increases the level of the firm's product market information and thereby the dispersion in financial analysts' earnings forecasts decreases. With less uncertainty about the firm's future prospect, the firm's managers and shareholders have less information asymmetry, which reduces the firm's cost of capital and thereby increases the valuation of the firm. To our knowledge, this is the first paper to examine how informational benefits can mediate the effect of marketing activity on firm value. To test whether marketing activity contributes to increase in firm value by mitigating information asymmetry, this study employs a longitudinal data which contains 12,824 firm-year observations with 2,337 distinct firms from 1981 to 2006. Firm value is measured by Tobin's Q and one-year-ahead buy-and-hold abnormal return (BHAR). Following prior literature, dispersion in analysts' earnings forecasts is used as a proxy for the information gap between management and shareholders. For model specification, to identify mediating effect, the three-step regression approach is adopted. All models are estimated using Markov chain Monte Carlo (MCMC) methods to test the statistical significance of the mediating effect. The analysis shows that marketing intensity has a significant negative relationship with dispersion in analysts' earnings forecasts. After including the mediator variable about analyst dispersion, the effect of marketing intensity on firm value drops from 1.199 (p < .01) to 1.130 (p < .01) in Tobin's Q model and the same effect drops from .192 (p < .01) to .188 (p < .01) in BHAR model. The results suggest that analysts' forecast dispersion partially accounts for the positive effect of marketing on firm valuation. Additionally, the same analysis was conducted with an alternative dependent variable (forecast accuracy) and a marketing metric (advertising intensity). The analysis supports the robustness of the main results. In sum, the results provide empirical evidence that marketing activity can increase shareholder value by mitigating problem of information asymmetry in the capital market. The findings have important implications for managers. First, managers should be cognizant of the role of marketing activity in providing information to the financial market as well as to the consumer market. Thus, managers should take into account investors' reaction when they design marketing communication messages for reducing the cost of capital. Second, this study shows a channel on how marketing creates shareholder value and highlights the accountability of marketing. In addition to the direct impact of marketing on firm value, an indirect channel by reducing information asymmetry should be considered. Potentially, marketing managers can justify their spending from the perspective of increasing long-term shareholder value.

• Korean Security Journal
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• no.20
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• pp.313-338
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• 2009

Yet this study of a private security company guards who did not apply to most firms - An exchange relationship with the quality of the application of the theory of private security companies and the high turnover and low job satisfaction and find ways to improve the firm - An exchange relationship Job satisfaction and turnover of the quality of the major research variables with a theoretical discussion of the relationship they set and based on this study demonstrate the analysis is attempted. This expansion contributes to the possibility of applying the theory, and private security companies to manage their organizations more effective by presenting the theoretical basis. Was trying to contribute to practical. Therefore, in this study to determine the following three things that it first, in a private security company bosses - men exchange turnover of the members of the quality of the relationship is to help the relationship, secondly, from a private security company boss - An exchange relationship The quality of the work of the members are satisfied with the relationship, and finally the 'private security company's turnover in the member's job satisfaction is associated with a reduction of is whether. To this end, Seoul. Gyeonggi Province located in a private security guard companies and 238 people involved in the actual target and try to analyze these results demonstrate the firm - An exchange relationship to the quality of the turnover of the direct impact of the factors, but showed up as non - Job satisfaction showed a significant impact. Job satisfaction also significantly affect the turnover of the firm - An exchange relationship to the quality parameters according to degree of turnover. Therefore, exchange relationships with men from private security companies want to increase the quality of the firm's efforts to improve the men's job satisfaction indirectly through a reduction in turnover can be affected have been identified. We in the private security company to members of the firm's position in relation to their subordinates to improve the quality of the proposal is to.

• Management & Information Systems Review
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• v.37 no.4
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• pp.271-287
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• 2018

Salespersons play an important role in strengthening a firm's marketing competitiveness advantage because they provide service through the direct contact with customers. This research tests several hypothesized relationships between their career performances(incomes, job satisfaction and organizational commitment) and marketing comprtitiveness advantage. The data used in this study to measure the hypotheses is 'Human Capital Enterprise Panel Data 2015(5th) that was collected by Korea Vocational Training Institute. The results showed that the earnings was not significantly different depending on salesperson's self-directed career management. The job satisfaction and organizational commitment of the salesperson positively affected firm's marketing competitiveness advantage, but the effects of salesperson job satisfaction and organizational commitment on firm's marketing competitiveness advantage were not significantly different depending on salesperson's self-directed career management. This study confirmed that it is necessary to regard career movement as the significant resources of the marketing competitiveness advantage as self-directed career management rather than a negative point of view.

• Korean Journal of Human Ecology
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• v.13 no.6
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• pp.917-926
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• 2004

This study examines the effects of consumer counseling education on the work performance and work satisfaction of consumer counselors, controlling the effects of other variables. The results of this study is as below: First, approximately 70% of consumer counselors have not had any education pertinent to their work. The level of work performance was highest in listening to customers' complaints, and then consistence of counseling work and explanation for counseling were next. Professionality was the last in order. Second, consumer counseling education did not affect the work performance. Instead, the number of counselors and work experience, along with whether the counselor majored in consumer studies, were more likely to increase the performance. Finally, educating counseling skills did not affect the level of work satisfaction. Instead, the work performance affected the level of work satisfaction. The number of workers and income were positively related with the level of work satisfaction.

• Industrial Engineering and Management Systems
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• v.13 no.2
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• pp.118-128
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• 2014

This study examines how green operations affect firm's environmental performance with green innovation as a mediator in the context of electronic industry. We carry out an empirical study with 141 valid questionnaires collected from high-tech manaufactures in Taiwan. The results show that positive relationships exist among green operations, green innovation and environmental performance (in both operational performance and managerial performance). However, an integration of green operations with green innovation would influence firm's environmental performance more positively than the sole effects of green operations. It suggests that high-tech manufacturers should pay greater attention to green innovative strategies in order to cope with customer demand and, thereby, enhancing customer satisfaction and sustainable operations. This study has contributed to the extant literature by providing valuable academic references and pragmatic guidelines for firms to gain competitive advantages through green operations and green innovation.