• Journal of the Korea Academia-Industrial cooperation Society
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• v.19 no.12
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• pp.515-522
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• 2018

Current signs of a downturn in South Korea's economy include the sharp drop in consumption. Considering internal and external complications such as the raise in minimum wage and fierce global competition, people's taste and purpose of consumption is shifting as well. Under such circumstances, crowdfunding provides a new investment and distribution channel for businesses in their initial stages. Crowdfunding can serve as a key driver of growth in early stages of business operations and lead to growth in consumption as a new distribution channel. This study explores how customers perceive the process of reward crowdfunding, especially when it comes to fairness in procedure, interaction, and distribution. In addition, we further seek how perceived fairness affects customer satisfaction and loyalty in the industry.

• Journal of Distribution Science
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• v.12 no.9
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• pp.95-99
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• 2014

Purpose - This study aims to develop and empirically test a multi-dimensional service convenience scale with the dimensions and measurement items of service convenience perceived by Korean consumers in retail contexts. Research design, data, and methodology - The study adopts the framework suggested by Berry et al. (2002) and conceptualizes service convenience as a second-order reflective construct comprising 31 items. Three department store chains (Hyundai, Lotte, and Shinsegae) and three discount store chains (E-mart, Homeplus, and Lotte Mart) were involved 510 valid responses were used for the empirical testing. Results - The measurement model is acceptable for internal consistency, convergent validity, and discriminant validity. Further, the structural model results show that service convenience is positively related to satisfaction. Results of the rival model comparison indicate that the proposed second-order factor model provides a better fit to the data than both the five-factor and the one-factor model. Conclusions - The multi-dimensional, second-order conceptualization of service convenience is robustly supported. This study provides psychometrically valid scales to measure service convenience in retail contexts as conceptualized by Berry et al. (2002).

• Journal of Korean Society for Quality Management
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• v.44 no.3
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• pp.649-660
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• 2016

Purpose: The purpose of this study is to find empirical studies the causal relationship among positive defining representation, negative defining representation, surface acting, deep acting, dissatisfaction of job, and intention of job transfer. Methods: The collected data through the survey by customer satisfaction team of "A" company call center. Results: The result of this study is that emotion and behavior norm influence on deep act of expressing both positive impacts of the employees. Conclusion: Feelings of corporate representation norm is psychologically of employees that because it affects even also must facilitate the surface acts and internal acts of employees and job dissatisfaction at the same time due to emotional dissonance and emotional exhaustion and turnover are hidden on the back emotion norms in the contact department, it should be aware of the need to address the emotional problems. Companies need to develop a variety of programs with attention to addressing the emotional difficulties experienced by workers.

• Management & Information Systems Review
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• v.3
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• pp.257-285
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• 1999

Korea Postal Service(KPS) nowadays lies in competitive environment with alternative business such as door-to-door delivery service. Customers began to complain about postal service quality and ask the government to reform a public firm through management innovation. But, Korea Postal Service has not met the break-even point between it's revenue and expenditure because the service is under the government system and cannot independently make major decisions on products, pricing, services, personnel management, financial policies and etc. The objective of this study is to provide marketing planners and practitioners with some guidelines when they establish marketing strategies and to help marketers on theories and practical instructions about postal service marketing when they interact with customers. I. A field survey on both customer satisfaction and internal staff satisfaction was conducted to get some ideas for the marketing strategy planning. II. Practical guidelines and instructions were made for marketers to communicate with customers in various areas such as pricing, product, service demand, marketing channel, promotion, and etc. III. Some suggestions on marketing policies for planners and mangers in the marketing strategy were described including personnel resource as well as physical resource. IV. Special issues on small packet market and direct mail market were discussed and some alternative solutions were proposed. V. Database marketing strategy was emphasized to get new business opportunities such as direct mail, and to provide differential services to customers as much as their contribution into the profitability for KPS. VI. Cyber Post Office should be constructed on Internet to provide new services which are combined with physical material flow and information technologies.

• Journal of Wellbeing Management and Applied Psychology
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• v.4 no.2
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• pp.26-34
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• 2021

Purpose: The ultimate purpose of this study is to analyze this survey to understand the overall contents of college career guidance and psychological counseling, and to utilize it to improve the quality of learning and provide career guidance. Research design, data and methodology: The research period and survey subject are approximately one month from 2020.12.01(Tue) to 2021.01.03(Sun). Convenience sampling was conducted using a structured questionnaire composed of a 5-point Likert scale and 5 open-ended questions. As the analysis method, descriptive statistics such as reliability analysis and frequency analysis of Cronbach's α coefficient of internal consistency were mainly used. Data Analysis Statistical program was analyzed using SPSS 25 version. Results: The item with the highest score is that the counseling and counseling-related non-specialized programs offered by the Student Counseling Center are helpful for school life (3.56 points). Conversely, the lowest question is that seminars accompanied by priests are helpful for study (3.38 points). Conclusions: The average score of 5 questions in the career guidance and psychological counseling areas is 3.38 out of 5.

• Quality Improvement in Health Care
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• v.15 no.1
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• pp.79-87
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• 2009

문제: 본원의 외래 상황은 진료의가 짧은 시간 내에 많은 환자를 진료해야 하고, 진료 환자 모두에게 충분히 만족하도록 설명해주는 것은 매우 어려운 실정이었다. 2007년의 의료기관 본 평가에 앞서 병원 자체 평가 결과 외래환자의 설명 만족도는 57점으로 저조하였다. 목적: "이해하기 쉽게 설명하는 서울대학교 병원" 이라는 슬로건 하에 설명간호사 제도를 운영하기 시작하여, 설명간호사실 운영 활성화를 통한 외래 환자 만족도를 향상시키고자 한다. 의료기관: 서울시 종로구에 소재한 대학병원 질 향상 활동: 설명간호사실 방문율 증가 및 one-stop service care을 실현할 수 있는 방안을 모색하였고, 검사 시행 이유, 귀가 후 주의사항 검사 결과, 검사일정 외래 진료 안내 브로셔 및 표준화된 교육 자료를 개발하였다. 또한 설명간호사의 역할 및 업무의 확립을 위한 업무기술서를 개발 및 설명간호사실 환경을 개선하였다. 개선효과: 설명간호사실의 방문율이 내과는 2배, 신경과는 3배 정도 증가하였다. 표준화된 교육 자료 개발로 설명 요구도를 충족시켰고, '환자의 알 권리'와 '설명을 들을 권리'를 보장하였다. 업무기술서 개발로 설명간호사의 업무 및 역할을 확립하였으며 설명간호사실의 환경 개선으로 개인 신상 비밀을 보호받을 권리를 보장하였다. 외래 설명만족도가 2007년 57점에서 2008년 74점으로 향상되었다. 설명간호사실 자체 설문조사에서도 97%가 만족한다고 답하였고, 100% 모두 재방문 의사를 보였다. one-stop service care를 제공함으로써 외래가 복잡하다는 부정적인 이미지를 긍정적인 이미지로 변화시켰다.

• Proceedings of the Korean Society for Quality Management Conference
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• 1998.11a
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• pp.625-630
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• 1998

The conventional management which had economic requirement such as productivity, competition, customer satisfaction, and return needs the environmental management in order to meet a change of the external situation such as the environmental requirement (such as resources reduction, pollution prevention, and waste reduction). However, there have been a few studies which try to investigate internal factor and to regard external factors as negative ones. This paper proposes the external factors are significant to the performance. Several hypotheses were developed regarding the relationships. Based on the collected data from 126 firms, the hypotheses were analyed with SPSS.

• Journal of Digital Convergence
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• v.7 no.2
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• pp.51-62
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• 2009

Most studies of organizational effectiveness previously done, have measured financial performance such as productivity, efficiency or subjective performance such as a commitment, satisfaction, and turnover intention of employees. However, these measurements have limitations to evaluate a organizational effectiveness in recent knowledge information era because evaluation of organizational effectiveness in knowledge-based society needs measurements in various aspects such as financial, customer, internal business process, and learning and growth. The purpose of this study is to overcome these problems and to introduce an appropriate system for evaluation of organizational effectiveness under knowledge management paradigm. In this paper, we suggest a Balanced Scorecard(BSC) as a new measurement standard of organizational effectiveness in a knowledge information era. The balanced scorecard is designed to help firms that have historically overemphasized short-term financial performance. When measuring organizational effectiveness through Balanced Scorecard(BSC) suggested by Kaplan and Norton[31], it is to present the measurement indices that can cover the limitation of the past evaluation indices of organizational effectiveness.

• Asia pacific journal of information systems
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• v.11 no.1
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• pp.155-173
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• 2001

Assessing user information requirements is one of the most important issues in building Executive Information Systems. Application of the Balanced Score Card method as a tool for strategic planning and performance measurement has been increasing recently in various fields. However there has been meager attempt to apply the method to user requirement analysis, in particular, for small and medium sized companies. This study surveyed 79 executives of small and medium sized companies in Korea. The study founds the applicability of BSC for analyzing user requirements of EIS, in terms of financial, customer, internal process, learning and growth perspectives. The paper also suggested several guidelines for using BSC to improve user satisfaction to the practitioners who are operating or planning to build EIS in the small and medium sized companies.

• Knowledge Management Research
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• v.11 no.2
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• pp.37-56
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• 2010

Nowadays many companies expect to apply knowledge management mechanism for the explicit business performance improvement. Because peoples who employees are the understanding of knowledge contribution in the organization should try to achieve goal through the effective knowledge management activities. The purpose of this study is to examine the effect of major factors to support the performance of knowledge management in the company by using structural equation modeling. From the empirical result of this study with 485 leading corporation in Busan, we came to know that the infrastructure of knowledge management has influence on knowledge sharing and creating mechanism related to knowledge management activities. And, the knowledge management activities has positive influence on internal and external customer' satisfaction, and firm's social responsibility.