• Information Systems Review
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• v.10 no.1
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• pp.1-20
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• 2008

One of the major applications of CRM systems is to integrate and automate selling processes. CRM systems provide sales people with tools and data sources they need to reengineer their selling processes. In the industry where sales are traditionally based on personal relationships and the use of the CRM systems is voluntary, the installation of technical solutions does not guarantee Selling Process Reengineering (SPR). The objective of this study is to investigate (1) organizational factors that influence CRM use by sales personnel; and (2) the mediation effect of CRM system use on SPR success when system use and process reengineering are voluntary rather than institutional. Understanding the determinants of voluntary CRM system use and SPR success provide valuable guidance for managers. Managers can benefit from this study by focusing on improving the factors that affect voluntary CRM system use and SPR success.

• Journal of Korean Society for Quality Management
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• v.45 no.1
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• pp.39-54
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• 2017

Purpose: This study evaluated the effect of customer relationship management (CRM) on customer's brand loyalty in the holistic perspective of relational benefits, relationship quality and relation value. This paper attempted to find out the psychological process that links the relational benefits and brand loyalty. Methods: The data was collected by using the structured questionnaires to VIP customers and general customers of major domestic banks. The proposed research model is empirically tested using 324 valid questionnaires using SPSS 23 and AMOS 23. Results: This research indicated the partially positive relationship between the relational benefits and relation values, and between relational benefits and relationship quality. The relation value and relationship quality positively affects the relation commitment and the relation commitment also positively affects brand loyalty. This study also shows that the relation value affects the brand loyalty through the mediation of relation commitment, but also the relationship quality affects the brand loyalty through the media of relation commitment. Conclusions: This study investigates the role of perceptional factors(relational value and relationship quality) and affective factors(relation commitment) to find the relationship between relational benefits and brand loyalty. It also suggest the relative influence of relational benefits on relation value.

• Journal of the Korean Operations Research and Management Science Society
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• v.29 no.4
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• pp.95-116
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• 2004

This study will attempt to build an integrated model of the customer satisfaction process with service encounter in a comprehensive point of view including the expectancy-disconfirmation theory, justice theory, and attribution theory. In addition, this study will attempt to examine the influence of service failure-related variables and service recovery-related variables on customer satisfaction in the airline firms' service failure and recovery situation. The results showed that the higher the controllability and severity of the failure, the more positive influence on expectancy of recovery and more negative influence on the recovery satisfaction increased. They also showed that the higher procedural recovery efforts and distributive/interactional recovery efforts, the more positive influence on perceived recovery performance and recovery satisfaction also increased. It was found that the recovery satisfaction with service encounter depended on the extent to which the customer's perception of recovery efforts confirmed the expectancy of recovery. Also it was found that perceived recovery performance has an effect on recovery satisfaction through the mediation of recovery disconfirmation indirectly as well as directly.

• Knowledge Management Research
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• v.14 no.5
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• pp.81-100
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• 2013

In this era of cut-throat competition, innovation is a source of competitive advantage, and securing core competency through innovation plays a pivotal role in ensuring the survival and growth of an organization. In an organization, R&D team is a core division driving innovation, and creative tension and conflict among researchers fuels innovative performance. Despite heated debate over the positive and negative effects of conflict, insufficiently-identified process factors have left sophisticated mechanisms between conflicts and effects unaddressed. This study assumes that team learning behaviors can bean important process factor given that conflict propels learning, and that learning is a decisive factor in creating competitive advantage. This study conducted an empirical analysis of the relationship between relationship/task conflict and team innovative performance, and the mediating role of team learning behaviors using data collected from a questionnaire sent out to the heads of 262 R&D teams and second highest-ranking officials thereof. The analysis conducted based on structural equation model indicates that relationship conflict has negatively affected team learning behaviors, whereas task conflict has positively influenced team learning behaviors(full mediation effect), team learning behaviors has positively influenced team innovative performance. Based on these results, the study has suggested implications of intra-team conflict and team learning behaviors for team innovative performance.

• Korean Journal of Child Studies
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• v.33 no.6
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• pp.109-131
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• 2012

The purpose of this study was to investigate the effects of the home literacy environment, mother's literacy belief and parenting efficacy in terms of the interaction which occurs during reading picture books between mothers and preschoolers. Questionnaires from 378 5-year-olds' mothers in Seoul and Kyunggi province were analysed. The findings from the validated structural equation model constructed with these variables were as follows. First, the home literacy environment, the mother's literacy beliefs and the mother's general parenting efficacy affected the quantity, and the quality of interaction whilst reading books with preschoolers. Second, the mother's efficacy in education and communication had a direct impact on the quantity of the interaction during reading books through the mediation of the home literacy environment, and had an indirect effect on the quality of the interaction whilst reading books, respectively. Third, the mother's efficacy in communication directly accounted for the quality of the interaction which occurs whilst reading books with children.

• Journal of the Korean Society of Safety
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• v.29 no.2
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• pp.68-75
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• 2014

The study examined the relationship between six broad personality traits(i.e., HEXACO; Honesty-humility, Emotionality, eXtraversion, Agreeableness, Conscientiousness, Openness to experience), safety job performance, and traffic accidents of Korean occupational bus drivers. Based on the job performance model, we included safety participation as well as safety compliance as safety job performance. Analyses on the data from a total of 492 bus drivers showed that all HEXACO personality traits except Honesty-humility, were valid predictors for both safety compliance and safety participation. Honesty-humility was only related to safety compliance. Among the six personality traits, high conscientiousness and low emotionality were best predictors of safety job performance. As for traffic accidents, conscientiousness was a sole significant predictor. Furthermore, the mediation analysis showed that the effect of conscientiousness on traffic accidents was completely explained by safety compliance and safety participation. The implications of the current findings for practice and future research as well as the limitations of the current study were discussed.

• Journal of Distribution Science
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• v.17 no.8
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• pp.45-56
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• 2019

Purpose - This study aimed at investigating the mediation roles of attitude dimensions in the effects of involvement type on hedonic product purchase intention and moderation role of lay rationalism in the effects of involvement type on attitude dimensions. Research design, data, and Methodology - "Wenjuanxing" was used online to make questionnaire, which was loaded on Wechat and QQ. 125 data were collected online in China. The Process macro model 58 including moderation of the two paths in the causal sequence was used to verify hypotheses. Results and Conclusions - First, cognitive (affective) involvement had positive effect on the utilitarian (hedonic) dimension of consumer attitude and the purchase intention. Second, hedonic dimension of attitude had positive effects on purchase intention, but utilitarian dimension of attitude had not significant positive effects on purchase intention. Third, Lay rationalism did decrease (did not increase) the positive effects of affective (cognitive) involvement on hedonic (utilitarian) dimension of attitude. Therefore Marketing managers should understand the differences between the cognitive involvement and affective involvement, and develop the ways by which they attract consumers to choose their hedonic product. And they should give affective (cognitive) information to the customers with low (high) rationalism consumers when they do marketing for their hedonic product.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.5
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• pp.145-154
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• 2020

The purpose of this study is to analyze how the problems caused by overtourism affect the quality of life of Jeju residents and their perceptions of the overtourism phenomenon by exploring related factors for future policy implications. In the research model, each independent factor related to tourists affects the quality of life of residents, and the mediation variable (QoL) ultimately agrees with overtourism. This study uses Partial Least Squares-Structural Equation Modeling (PLS-SEM), which is less influenced by the sample size. The research is based on 360 questionnaires. The test results showed that cultural factors affected the QoL statistically at 1% significance level, and economic factors were significant at 5%. The quality of life variable affects the agreement of overtourism (p-value 1% significance level). An indirect effect analysis on whether each independent factor affects the overtourism factor through the parameter of the QoL of the residents showed that the cultural factor at 5% level statistically affected it, and economic factors were significant at 10%. In conclusion, we recommend implementing both economic and cultural factors to reduce the negative perception of overtourism for the policy planning. Further research in multiple aspects should be continued to overcome the vulnerability of the Island destination tourism.

• Human Ecology Research
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• v.53 no.5
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• pp.567-580
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• 2015

This study examines the relation of marital conflict, co-parenting, and children's aggression and the mediating role of co-parenting between marital conflict and children's aggression. Participants consisted of 380 elementary school fifth, sixth graders (152 male and 228 female students) and their mothers from Seoul, Gyeonggi-do, and Gyeongsangnam-do. Children completed questionnaires on marital conflict and the mothers completed questionnaires on co-parenting and children's aggression. The collected data were analyzed using basic descriptive statistics, Pearson correlation coefficients, and a multiple regression analysis. The Baron and Kenny's method was used to determine the mediating model's significance. It was adapted to SPSS ver. 20.0 for Windows. The major findings were as follows: first, the marital conflict (intensity/resolution) positively influenced children's aggression. Second, supportive co-parenting negatively influenced children's aggression. In addition, the marital conflict (frequency/resolution) negatively influenced co-parenting. Co-parenting (supportive/reprehensive) also played a perfectly mediating role between marital conflict and children's aggression. Marital conflict had an indirect influence through co-parenting on the children's aggression. The results indicate that co-parenting plays a crucial role in the relationship between marital conflict and children's aggression.

• Human Ecology Research
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• v.53 no.5
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• pp.557-566
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• 2015

This study investigated the effects of multi-culture acceptability and multi-culture teaching efficacy on young child-teacher relationships. The teachers' attitude towards multi-culture education was included in the analysis as a mediator between multi-culture acceptability and multi-culture teaching efficacy. Participants were 295 teachers and 295 young children between 3 and 5 years in childcare centers located in Seoul, Incheon, Ulsan, Gyeonggi, and North Gyeongsang Province. Teachers completed questionnaires regarding multi-culture acceptability, multi-culture teaching efficacy, and attitude towards multi-culture education. Collected data were analyzed by descriptive statistics, Pearson's correlation, Structural Equation Model, and Sobel test with SPSS ver. 18.0 and AMOS ver. 21.0. The results were as follows. First, the subscale of multi-culture acceptability and multi-culture teaching efficacy generally showed a positive correlation with closeness and conflict in the subscale of young child-teacher relationships. Second, teacher's multi-culture acceptability directly influenced the young child-teacher relationship. In addition, the impact of multi-culture teaching efficacy on young child-teacher relationship was mediated perfectly by the multi-culture education attitude. The results suggest that the multi-culture teaching efficacy promote early childhood multicultural education attitudes and that can be changed to positive teacher relationships.