• Journal of the Korea Safety Management & Science
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• v.13 no.4
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• pp.139-151
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• 2011

Among recent management innovation activities of companies, one of the most important competitive advantage through customer satisfaction, and to which members of the organization's service orientation is essential. The company's service orientation is closely related to the organization's culture. In this study, the organization's service-oriented culture, the internal service quality, job satisfaction and organizational commitment, and ultimately affects the employee's influence on customer orientation will look at that. Results and implications of this study can be summarized as follows. the internal service quality among the factors tangibles, assurance, empathy, job satisfaction showed a significant influence on the type of empathy and emotional commitment castle had a significant impact on. With these results, relationships with colleagues within the organization, such as work environment and job satisfaction and emotional commitment, the atmosphere is very important to know that you can affect. Therefore, the members of the company to increase job satisfaction and organizational commitment, corporate culture, business as well as collaboration with colleagues to share the emotional atmosphere of sympathy for the business environment will get improved.

• Asia Marketing Journal
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• v.11 no.3
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• pp.225-249
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• 2009

Hyundai Marine & Fire Insurance has achieved its goal of revenue growth while most of insurance companies have failed. It is because Hyundai Marine & Fire Insurance continued to make sincere efforts to increase employee satisfaction. The service-profit chain posits that employee satisfaction is linked to customer satisfaction and to revenue growth. The case shows how Hyundai Marine & Fire Insurance put the service-profit chain to work and how different its internal marketing strategy is.

• Culinary science and hospitality research
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• v.18 no.5
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• pp.63-79
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• 2012

The purpose of this study is to empirically determine the structural relationship between employee constructs such as internal service quality, employee satisfaction, and organization commitment and customer constructs such as perceived value, customer satisfaction, and loyalty to suggest an effective business strategy for restaurant business. To do this, the study consulted with the Korea Restaurant Association, the representative of Korean food service and got the intention of participating in the research from the Daegu branch. As a result, 51 restaurants registered in the Daegu branch who showed their intention to participate were selected as an initial sample. Also, other restaurants were introduced through snow-ball sampling method by the owners of restaurants who finished responding to the survey, and total 100 restaurants were examined. A survey was conducted to external customers who visited restaurants and internal customers working there. For final analysis, 741 questionnaires of internal customers and 970 questionnaires of external customers were used. The result of analysis showed that team-work & communication in internal service quality has a significant effect on employee satisfaction, employee satisfaction on organization commitment, and organization commitment on value perceived by customers. Also, perceived value has a significant effect on customer satisfaction and loyalty, and customer satisfaction on loyalty.

• The Journal of the Korea Contents Association
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• v.14 no.1
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• pp.374-385
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• 2014

The purpose of this study is to examine the effects of implementing internal marketing on the internal satisfaction and on the cognitive organization performance in the K-water by using the logistic regression analysis. The results of test are as follows. First, three internal marketing factors such as reward system, education and training, and internal communication have a significant influence on employee's job satisfaction of the K-water. Second, two internal marketing factors such as education and training, and internal communication have a significant influence on organization performance of the K-water. In conclusion, internal marketing enhances job satisfaction and organization performance, and satisfied employees provide good customer service, thus resulting in enhanced customer satisfaction and improved organization performance.

• Journal of Korea Society of Industrial Information Systems
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• v.25 no.6
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• pp.125-141
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• 2020

This study focuses on the impact of service expansion for tax service customers and the change in customer's re-use intention, according to the degree of psychological ownership of internal employees when expanding differentiated service areas and the reinforcement of profits according to the representative's tendency. The effects of emphasis, cost emphasis, and double emphasis (revenue and cost dual emphasis) were analyzed. As a result of the study, it was possible to see the changes in the customer's re-use intention according to the psychological ownership of internal workers and satisfying users' customer satisfaction. In addition, it is meaningful to enable the tax agent to pursue a change in the direction of future-oriented service provision, and a new research direction was suggested in terms of the professionalism, quality, and service expansion of the tax agent.

• Korea Journal of Hospital Management
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• v.8 no.4
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• pp.26-58
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• 2003

This research first finds out the resources, activities, and effectiveness of quality management effort and the resulting customer satisfaction when the total quality management is lacking in most Korean medical agencies today. Then, it analyzes the relationship among the factors mentioned earlier. This paper utilizes actual data and presents a theoretical model which explains that the resources of quality management affect the activities and that the fruit of the quality management effort benefits the customers in the end. In addition, this study conducts a corroborative analysis through executing a survey, getting a descriptive statistical result on the subjects' characteristics and the research variables using SPSS 9.0 WIN PROGRAM, and the model is approved through analyzing its make-up using LISREL 8.12 WIN PROGRAM. The study's finding is the following: First, the management leadership affects the worker's, educational training, the quality of medical service, and the survey of customer satisfaction positively. However, it does not affect the quality of work positively. Second, the internal customer satisfaction affects the worker's participation, educational training, the quality of medical service, and the survey of customer satisfaction positively. Third, the quality of medical service and the survey of customer satisfaction affects the result of quality management positively, but the worker's participation, educational training, and the quality of work do not affect the result of quality management positively. Fourth, the management leadership does not appear to affect the result of quality management positively. Fifth, the internal quality management appears to affect the result of quality management positively. Sixth, the external customer satisfaction appears to affect the result of quality management positively. In conclusion, the findings in this study indicate that medical agencies need to utilize the active variables of quality management in order to successfully establish a total quality management.

• Journal of Korea Port Economic Association
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• v.28 no.1
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• pp.203-227
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• 2012

Based on the review of the existing studies, this study built the conceptual framework describing the structural relationships among port service quality dimensions(port internal service quality, external service quality, interaction quality), customer satisfaction, customer trust and customer loyalty. In specific, switching barrier was included as moderator in customer satisfaction and customer loyalty relationships. The subjects are the customers who use the Busan New Port. A survey using 317 customers was conducted, Confirmatory factor analysis was conducted to test the validity of the measurement model, and AMOS analysis approach was used to gain important insights into how customer retention in the port business can be ensured. Results in this paper indicate that customer trust and satisfaction are identified as antecedents of the port service quality dimensions. Customer satisfaction positively influences trust. Customer trust and satisfaction positively influence loyalty. Switching barrier positively moderates the relationship of customer satisfaction and customer loyalty. Finally, this study suggests that the implications of these findings and offers directions for future research.

• Culinary science and hospitality research
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• v.12 no.1 s.28
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• pp.51-67
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• 2006

The purpose of this study is to examine the correlation between differentiation strategy of customer’s satisfaction and the effects on performance in family restaurants. Above all, looking into a device to take an internal competitive domination factor of family restaurants is the core purpose of this study. To achieve the purpose, a survey was conducted to 278 customers of family restaurants in Seoul. The result of this survey is as follows. First, the interior of family restaurants and responsibility of their employees had an effect on customer’s satisfaction. Secondly, menu/atmosphere satisfaction and employee’s appearance influenced quality performance of restaurants. In searching information on restaurants, reference group and visiting experience were highly recommended, leading to the importance of word of mouth.

• Journal of the Korea Safety Management & Science
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• v.13 no.4
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• pp.17-24
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• 2011

Logistics company strives for satisfaction of customer service. the internal clients of corporation, the engineers of driver enhance their thinking about customer orientation by education of important about customer services. the study reached the conclusion that result which analyzed the important fact of enhancing customer orientation strategy by AHP show an ability of dealing with customer improves customer orientation strategy. because the desire of customer is various, it is difficult to have standard of dealing thought, the program of improvement of dealing ability should be developed and trained to improve customer orientation.

• Proceedings of the Korean Society for Quality Management Conference
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• 2006.11a
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• pp.287-293
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• 2006

This study presented the following things; First, the principle of marketing should be applied in order to invite and keep able employees. Because the wants of employees are much different from person to person, the way of strategic marketing planning for internal customers should be done as it did for external customers. Second, the way of measuring in the result of implementing internal marketing and the way of standardizing service should be developed for the planning and implementation of effective internal marketing strategies. The compensation and reward to employees for the result of implementing internal marketing program should be done continuously.