• Journal of Global Scholars of Marketing Science
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• v.17 no.4
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• pp.1-22
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• 2007

Customer satisfaction is important in an increasingly competitive and global marketplace. This implies that customer service is a critical factor for many organizations. In service encounter context, customer satisfaction is affected by employees' attitudes and behaviors. Accordingly, service firms have been focusing on selecting high quality of service employees, which resulted the ability to identify and select quality service- or customer- oriented employees to become critical for an organization's success. It was suggested that customer service orientation links to performance and subsequent organizational revenue. Moreover, it was found that service encounter failures were among the major reasons for customers' service switch. Therefore, the selection of customer service oriented employees is a key factor in establishing customer service - a potential source of sustained competitive advantage. However, the measurement of employee service orientation is more confusing than that of definitive answers. The difficulty of measuring service orientation is attributed to the use of broad versus narrow measures of personality. Advocates for the broad perspective prefer using basic personality constructs, such as the Big Five personality traits. On the contrary, the latter prefer a construct-oriented approach of personality research that provides a better measure of job performance because it requires the specification of the relationship of the personality traits with multiple dimensions of job performance. The customer service orientation was defined as "a set of basic individual predispositions and an inclination to provide service, to be courteous and to be helpful in dealing with customers and associates." Similarly, it is a fact that the Big five personality traits are predictors of customer orientation, and employee's self- and supervisor performance. They propose that basic personality traits may be too far removed from focal service behaviors to be able to predict specific service behaviors (customer orientation) and service worker performance. Also, customer orientation is defined as "an employee's tendency or predisposition to meet customer needs in an on-the-job context." This means that people who have job-relevant personality traits such as concern, empathy, and conscientiousness will be more adept at customer service than people who do not possess these traits. However, little attention has been given to the exploration of the service orientation of customer-contact employees who play a key role in creating satisfactory service encounters in the hospitality industry except for Kim, McCahon, & Miller (2003)'s study, especially in family restaurants context. Thus, the purposes of this study are to examine and validate the customer service orientation of customer-contact employees using the instrument developed by Donavan (1999) in Korean family restaurants, because the scale was developed to measure the personality traits related job behaviors. And this study explores the relationships between customer service orientation, job satisfaction, organizational commitment, and self service performance using structural equation modeling (SEM). And this study explores the relationships between customer service orientation, job satisfaction, organizational commitment, and self service performance using structural equation modeling (SEM). For these purposes the author developed several hypotheses as follows: H1: Employee's service orientation is associated with service performance. H2: Employee's service orientation is positively associated with job satisfaction. H3: Employee's service orientation is positively associated with organizational commitment. H4: Service performance is positively associated with job satisfaction. H5: Service performance is positively associated with organizational commitment. H6: Job satisfaction is negatively associated with organizational commitment. The data were collected from 278 employees in 5 deluxe hotels located in Pusan, Korea. The researcher contacted the manager of the restaurants, and managers consented to administer surveys to their employees. The survey was executed during one month period in the October of 2007. The data were analyzed with structural equation modeling with LISREL 8.7 W. The result of the overall model analysis appeared as follows: $X^2$=122.638 (p = 0.00), df=59, GFI=.936, AGFI=.901, NFI=.948, CFI=.971, RMSEA=.0625. Since the result of the overall model analysis demonstrated a good fit, we could further analyze our data. The findings can be summarized as follows: First, the greater the employee service orientation, the greater the service performance. Second, the greater the employee service orientation, the greater the job satisfaction. Third, the greater the employee service orientation, the greater the organizational commitment. Fourth, the greater the service performance, the greater the job satisfaction. Fifth, the greater the service performance, the greater the organizational commitment. Finally, the greater the job satisfaction, the greater the organizational commitment. Seventh, the greater the customer satisfaction, the greater the customer loyalty.

• Journal of Korea Port Economic Association
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• v.36 no.3
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• pp.115-136
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• 2020

This study aims to analyze the impact of China's iron ore imports and exports on the tramper freight rate of China. The import volume of iron ore in China, the export volume of steel products in China, and exogenous variables were used as independent variables. The dependent variables were BDI, BCI, C5, C10, C14, BSI, S2, and S3. Correlation analysis and regression analysis were conducted. The correlation analysis showed that China's iron ore imports were not related to the remaining BDI, BCI, BSI, C5, C10, S2, and S3, except for the C14 index. However, there was a positive correlation between the ship's space and international oil prices, and it was not related to China's Purchasing Managers Index (PMI). The export volume of steel products was negatively correlated with BDI, BCI, BSI, C5, C10, C14, S2, S3, and international oil prices, and was not related to iron ore imports, ship space, and China's PMI. In the verification of the hypothesis between China's iron ore imports and exogenous variables, China's PMI was rejected within the hypothesis. However, the hypothesis on international oil prices and ship space was adopted. In the verification of the hypothesis between China's steel export volume and exogenous variables, the hypothesis on BDI and the S3 index was adopted, and the hypothesis on BSI and S2 was rejected. In the analysis results of this study, the ship space and oil prices were adopted in all the hypothesis results. Domestic companies participating in the tramper shipping market will need to be prepared through continuous monitoring of related indicators.

• Management & Information Systems Review
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• v.36 no.4
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• pp.21-32
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• 2017

Motivated by the recent cases of negligent social responsibility as manifested by foreign luxury fashion brands in Korea, this study investigates whether agency costs depend on the sustainability of different types of corporate governance. Agency costs refer either to vertical costs arising from the relationship between stockholders and managers, or to horizontal costs associated with the potential conflicts between majority and minority stockholders. The firms with luxury fashion brand could spend large sums of money on maintenance of magnificent brand image, thereby increasing the agency cost. On the contrary, the firms may hold down wasteful spending to report a gaudily financial achievement. This results in mitigation of the agency cost. Agency costs are measured by the value of the principal component. First, three ratios are constructed: asset turnover, operating expense to sales, and earnings before interest, tax, and depreciation. Then, the scores of each of these ratios for individual firms in the sample are differenced from the ratios for the benchmark firm of S-OIL. S-OIL was designated as the best superior governance model firm for 2013 by CGS. We perform regression analysis of each agency cost index, luxury fashion brand dummy and a set of control variables. The regression results indicate that the agency costs of the firms with luxury fashion brand exceed those of control group in the fashion industry in the part of operating expenses, but the agency cost falls short of those of control group in the part of EBITD, thus the aggregate agency costs are not differential of those of the control group. In sensitivity test, the results are same that the agency cost of the firms are higher than those of the matching control group with PSM(propensity matching method). These results are corroborated by an additional analysis comparing the group of the companies with the best brands with the control group. The results raise doubts about the effectiveness of management of the firms with luxury fashion brand. This study has a limitation that the research has performed only for 2013 and this paper suggests that there is room for improvement in the current research methodology.

• Journal of dental hygiene science
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• v.16 no.4
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• pp.293-301
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• 2016

This study aimed to design and operate a complementary integrated health management program based on the connection between the hypertension and diabetes management programs and the oral health programs at a public health center. It also proposed to suggest the phased evaluation indicators. In this study, 48 adults registered in the hypertension and diabetes management program were selected from the Gangneung public health center. The clinic-specific programs were led by dental hygienists and operated for visitors twice every two weeks. The programs were designed based on the logical model, and indicators for evaluating the structure, process, and outcome were presented and applied to the input, process, output, and outcome. The evaluation indices consisted of quantitative and qualitative indicators, and the planning and operation, goal achievement, and effect of each program were assessed. The process evaluations were assessed by the appropriateness of the managers and the operating fidelity of the programs. Indicators for evaluating the outcomes were gingival bleeding, oral health knowledge, oral health awareness, and the satisfaction of the participant and the manager. The clinic-specific programs resulted in positive changes in the evaluated outcomes. The integrated health management of visitors to the hypertension and diabetes management program is important as the general and oral health has common risk factors. Furthermore, long-term operation and continuous monitoring of oral health programs are necessary to evaluate the common factors in chronic disease management.

• Korean Journal of Occupational Health Nursing
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• v.11 no.1
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• pp.13-30
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• 2002

Industrial shift workers feels suffer mental stresses which are caused by unfamiliar day sleep, noisy environment, sleeping disorder by bright light, unusual contacts with family, difficulty in meeting with friends or having formal social meetings and other social limitations such as the use of transportation. Such stresses influence health of the workers negatively. Thus the health promotion policy for shift workers should be made considering the workers' ways of living and shift work specially. This study attempted to provide basic information for development of the health promotion program for industrial shift workers by examining predictive factors influencing health promotion behaviors of those workers. In designing the study, three power generation plants located in Pusan and south Kyungsang province were randomly selected and therefrom 280 workers at central control, boiler and turbine rooms and environmental chemistry parts whose processes require shift works were sampled as subjects of the study. Data were collected two times from September 17 to October 8, 1999 using questionnaires with helps of safety and health managers of the plants. The questionnaires were distributed through mails or direct visits. Means for the study included the measurement tool of health promotion behavior provided by Park(1995), the tool of self-efficacy measurement by Suh(1995), the tool of internal locus of control measurement by Oh(1987), the measurement tool of perceived health state by Park(1995) and the tool of social support measurement by Paek(1995). The collected data were analyzed using SPSS program. Controlling factors of the subjects were evaluated in terms of frequency and percentage ratio Perceived factors and health promotion behaviors of the subjects were done so in terms of mean and standard deviation, and average mark and standard deviation, respectively. Relations between controlling and perceived factors were analyzed using t-test and ANOVA and those between perceived factors and the performance of health promotion behaviors, using Pearson's Correlation Coefficient. The performance of health promotion behaviors was tested using t-test, ANOVA and post multi-comparison (Scheffe test). Predictive factors of health promotion behavior were examined through the Stepwise Multiple Regression Analysis. Results of the study are summarized as follows. 1. The performance of health promotion behaviors by the subjects was evaluated as having the value of mean, $161.27{\pm}26.73$ points(min.:60, max.:240) and average mark, $2.68{\pm}0.44$ points(min.:1, max.:4). When the performance was analyzed according to related aspects, it showed the highest level in harmonious relation with average mark, $3.15{\pm}.56$ points, followed by hygienic life($3.03{\pm}.55$), self-realization ($2.84{\pm}.55$), emotional support($2.73{\pm}.61$), regular meals($2.71{\pm}.76$), self-control($2.62{\pm}.63$), health diet($2.62{\pm}.56$), rest and sleep($2.60{\pm}.59$), exercise and activity($2.53{\pm}.57$), diet control($2.52{\pm}.56$) and special health management($2.06{\pm}.65$). 2. In relations between perceived factors of the subjects(self-efficacy, internal locus of control, perceived health state) and the performance of health promotion behaviors, the performance was found having significantly pure relations with self-efficacy (r=.524, P=.000), internal locus of control (r=.225, P=.000) and perceived health state(r=.244, P=.000). The higher each evaluated point of the three factors was, the higher the performance was in level. 3. When relations between the controlling factors(demography-based social, health-related, job-related and human relations characteristics) and the performance of health promotion behaviors were analyzed, the performance showed significant differences according to marital status (t=2.09, P= .03), religion(F=3.93, P= .00) and participation in religious activities (F=8.10, P= .00) out of demography-based characteristics, medical examination results (F=7.20, P= .00) and methods of the collection of health knowledge and information(F=3.41, P= .01) and methods of desired health education(F=3.41, P= .01) out of health-related characteristics, detrimental factors perception(F=4.49, P= .01) and job satisfaction(F=8.41, P= .00) out of job-related characteristics and social support(F=14.69, P= .00) out of human relations characteristics. 4. The factor which is a variable predicting best the performance of health promotion behaviors by the subjects was the self-efficacy accounting for 27.4% of the prediction, followed by participation in religious activities, social support, job satisfaction, received health state and internal locus of control in order all of which totally account for 41.0%. In conclusion, the predictive factor which most influence the performance of health promotion behaviors by shift workers was self-efficacy. To promote the sense, therefore, it is necessary to develop the nursing intervention program considering predictive factors as variables identified in this study. Further industrial nurses should play their roles actively to help shift workers increase their capability of self-management of health.

• Journal of Korean Society of Forest Science
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• v.61 no.1
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• pp.60-68
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• 1983

Ever since the day of pre-modernized society where the farming skill had been in the stagnant condition, the common farmwoodlands have been utilized in common (collectivelly) by villagers in order to harvest farmwoodlands and fuelwoods. Later, during the process of modernization, most of the common farmwoodlands were transferred into national or public forests by the administrative enforcement, but there were still various types of village (common) forests such as the common forests owned by joint owners, village block associations, village forest productive societies, Village Forestry Association(V.F.A.), and the national or public forests leased to V.F.A. As Village Forestry Association is organized with a few villages, each of common forests ow nod to the villages is obliged to be diversely controlled by other managers than the chief of V.F.A. Therefore, it is to be desired that the control of common forests should be under Gun Forestry Association Union. While the rate of the use of common forests for fuelwoods and cemetery has been considerably high, villagers wish to promote the timber forest establishment through the collective management by their improved farming skills and economical situations. In these present circumstances the village forest productive societies should be guided to work in closer cooperation with Gun Forestry Association Union. Since the management of common forests is still extensive, it still remains in the semi-management condition under which we can not find any management plan or measure to control forest damage. Especially the small area common forests should have appropriate size for the joint management. This will promote the forest productivity through the lease for reforestation of disposable national forests or public county forests and the contracts for profit sharing. Today owing to increasing forest value, frequent dispute has occurred on the common right telated to the village forests and rationalization of forest management has been disregarded. If a necessary measure were taken to control the dispute such as transferring the registeration right of ownership to the village forest productive society, the confidence of local inhabitants can be regained and the productivity of forests can be naturally increased.

• Journal of the Korean Society of Food Science and Nutrition
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• v.45 no.1
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• pp.126-136
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• 2016

This study was performed to investigate menu preferences of adult customers for Korean food made from Korean traditional sauces. A total of 962 valid responses were used for data analysis. Statistical analyses were conducted using the SPSS package program (ver 20.0). The results of this study are summarized as follows: overall preferences were highest for braised spareribs, followed by braised short ribs, grilled beef ribs, and bulgogi. On the other hand, overall preferences were lowest in eggplant namul, followed by squid and radish soup, and grazed lotus roots and burdock. Female's overall preferences were significantly higher than male's for nine menu items, including japchae and seasoned acorn starch curd with vegetables, whereas male's overall preferences were significantly higher than female's for 19 menu items, including grilled deodeok and frozen pollack stew. Moreover, the menu item that was most significantly preferred was soybean sprouts soup in subjects aged under 20 years and Korean meatballs in subjects in their twenties. Subjects in their forties showed significantly higher preferences for 15 menu items, including braised hairtail, grilled deodeok, and seasoned and grilled yellow corvina compared to other age groups. Furthermore, menu preferences of production service workers were significantly higher than other groups for frozen pollack stew, loach stew, grilled dried pollack, steamed dry pollack, dried pollack soup, eggplant namul, and seasoned and grilled yellow corvina, whereas menu preferences of official professional workers and students were significantly higher than those of production service workers for braised short ribs, grilled beef ribs, seasoned and simmered chicken, mixed noodles, Korean meatballs, stir-fried rice pasta with vegetables, spicy soft bean curd stew, japchae, mung bean jelly mixed with vegetables and beef, bibimbap, and stir-fried squid. The results show that menu preferences of adults customers differed depending on gender, age, and occupation. In conclusion, the results of this study should provide foodservice managers with information about menu planning for target customers of commercial or non-commercial foodservice cafeterias and recipe development of low-sodium Korean foods.

• Korean journal of communication and information
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• v.43
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• pp.173-208
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• 2008

This study analyses the business performance according to the business diversification of Korean mass media enterprises from year 2003 to 2006. The conclusions drawn which could be divided into five main parts are the followings: First, newspaper companies pursue unrelated diversification in various industrial areas, in order to gain maximum profit while broadcasting companies exert themselves to provide better service by diversifying the major contents. Second, overall the interviewed companies display a constant decline in profit gained from their major business area thus establishing strategies to broaden their focus on diversification of any sort. Third, the researcher completed group analysis in regard of diversification measure resulting in division of three groups. The group which had the most immense diversification range gained the highest ROE, the lowest ROE volatility, and lesser probability of risk taking. The analysis adresses the companies broadening their business areas by researching and focusing on diversification are relatively stable in terms of the profit they gain. Fourth, the middle level group in terms of sales scale, debts, enterprise history, major share rate and high ROE group carry out diversification progressively. The sales scale affects positively to diversification, while the major share rate affects negatively to diversification. Fifth, in accordance to the research, diversification overall contributes to obtainance of successful outcome. Since there was not an immense amount of studies to be referred in the media area, the researcher interviewed and did panel discussion with numerous strategists and managers who are in charge of diversification of media companies. However, collection of only 4 years of data limits the research to be considered to be a generalized study, and does not reflect time gap between business diversification and business performance. Development is required in future studies to be established regarding the media companies' specificity different to other industries, classified the media companies into media types, and consider the time gap in the diversification activities and business performance.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.15 no.1
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• pp.209-224
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• 2020

This study started from the question of whether the preference of corporate recruitment can be achieved without any difference between the start-up experiencer and the general job seekers. Therefore, the purpose of the study is to identify the factors related to start-ups that affect the preference of job seekers for companies, and to analyze the differences in the factors related to start-ups between general job seekers and job seekers with start-up experience. Third, it is to see the difference in the preference for employment between job seekers with start-up experiences and general job seekers. The independent variables of the research model were entrepreneurship, motivation for start-up (job search), and characteristics of the job seekers (founder). The dependent variables were job preference, and the moderating variables were presented as job seekers' classification (job seekers with start-up experience vs. general job seekers). The subjects of the study were personnel managers of 100 companies with more than 5 years of establishment and 100 new companies with less than 5 years of establishment. The questionnaire was distributed in two types, and 189 respondents, including 101 job seekers with start-up experiences and 88 general job seekers, were finally used for analysis. The results of the study were as follows. First, as a result of multiple regression analysis on both experienced start-up experiencers and general job seekers, only entrepreneurship had an effect on preference for recruitment. Second, the moderating effect of job seekers' classification was found only in the relationship between motivation for start-up and preference for employment. Third, the result of multiple regression analysis based on the start-up experiencers showed that the relationship between the motivation for start-up, the preference for recruitment, the characteristics of founders and the preference for recruitment was statistically significant. On the other hand, the characteristics of the founder and the preference for employment were rejected. Fourth, the results of the study based on general job seekers showed that the motivation for job search decreased the preference for employment. The study did not provide the results of differences in recognition between different industries, traditional enterprises and venture businesses due to the limitation of small examples. There is no clear definition of start-up experiencers either. However, it is meaningful to suggest the implications of what preparations should be made when the start-up experiencers close their start-ups and turn their career into employment and to help them to accurately recognize the importance of entrepreneurship. It also provides the preference of the general job seekers for the company, the preparation for successful employment, and the implications for the direction of the future start-up revitalization.

• Asia pacific journal of information systems
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• v.19 no.3
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• pp.99-124
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• 2009

Many firms in Korea have adopted and used advanced information technology in an effort to boost efficiency. The process of adapting to the new technology, at the same time, can vary from one firm to another. As such, this research focuses on several relevant factors, especially the roles of social interaction as a key variable that influences the technology adaptation process and the outcomes. Thus far, how a firm goes through the adaptation process to the new technology has not been yet fully explored. Previous studies on changes undergone by a firm or an organization due to information technology have been pursued from various theoretical points of views, evolved from technological and institutional views to an integrated social technology views. The technology adaptation process has been understood to be something that evolves over time and has been regarded as cycles between misalignments and alignments, gradually approaching the stable aligned state. The adaptation process of the new technology was defined as "appropriation" process according to Poole and DeSanctis (1994). They suggested that this process is not automatically determined by the technology design itself. Rather, people actively select how technology structures should be used; accordingly, adoption practices vary. But concepts of the appropriation process in these studies are not accurate while suggested propositions are not clear enough to apply in practice. Furthermore, these studies do not substantially suggest which factors are changed during the appropriation process and what should be done to bring about effective outcomes. Therefore, research objectives of this study lie in finding causes for the difference in ways in which advanced information technology has been used and adopted among organizations. The study also aims to explore how a firm's interaction with social as well as technological factors affects differently in resulting organizational changes. Detail objectives of this study are as follows. First, this paper primarily focuses on the appropriation process of advanced information technology in the long run, and we look into reasons for the diverse types of the usage. Second, this study is to categorize each phases in the appropriation process and make clear what changes occur and how they are evolved during each phase. Third, this study is to suggest the guidelines to determine which strategies are needed in an individual, group and organizational level. For this, a substantially grounded theory that can be applied to organizational practice has been developed from a longitudinal comparative case study. For these objectives, the technology appropriation process was explored based on Structuration Theory by Giddens (1984), Orlikoski and Robey (1991) and Adaptive Structuration Theory by Poole and DeSanctis (1994), which are examples of social technology views on organizational change by technology. Data have been obtained from interviews, observations of medical treatment task, and questionnaires administered to group members who use the technology. Data coding was executed in three steps following the grounded theory approach. First of all, concepts and categories were developed from interviews and observation data in open coding. Next, in axial coding, we related categories to subcategorize along the lines of their properties and dimensions through the paradigm model. Finally, the grounded theory about the appropriation process was developed through the conditional/consequential matrix in selective coding. In this study eight hypotheses about the adaptation process have been clearly articulated. Also, we found that the appropriation process involves through three phases, namely, "direct appropriation," "cooperate with related structures," and "interpret and make judgments." The higher phases of appropriation move, the more users represent various types of instrumental use and attitude. Moreover, the previous structures like "knowledge and experience," "belief that other members know and accept the use of technology," "horizontal communication," and "embodiment of opinion collection process" are evolved to higher degrees in their dimensions of property. Furthermore, users continuously create new spirits and structures, while removing some of the previous ones at the same time. Thus, from longitudinal view, faithful and unfaithful appropriation methods appear recursively, but gradually faithful appropriation takes over the other. In other words, the concept of spirits and structures has been changed in the adaptation process over time for the purpose of alignment between the task and other structures. These findings call for a revised or extended model of structural adaptation in IS (Information Systems) literature now that the vague adaptation process in previous studies has been clarified through the in-depth qualitative study, identifying each phrase with accuracy. In addition, based on these results some guidelines can be set up to help determine which strategies are needed in an individual, group, and organizational level for the purpose of effective technology appropriation. In practice, managers can focus on the changes of spirits and elevation of the structural dimension to achieve effective technology use.