• Asia Marketing Journal
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• v.11 no.2
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• pp.37-51
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• 2009

Although previous studies have made significant progress in adaptive selling behavior (ASB), few studies have considered salesperson's customer orientation (CO) and learning behavior as determinants of effective sales management (ASB and relationship-making efforts), despite the discussion of important roles of these constructs. The authors test not only the relationships of salesperson's CO and market-based learning behavior to ASB and relationship-making efforts, but also the effects of ASB on relationship-making efforts and performance. The results of the study, which is done with samples of salespeople from Korean companies, indicate that salesperson's CO and market-based learning behavior are identified as significant determinants of ASB. Moreover, both salesperson's ASB and relationship-making efforts have significant effects on sales performance. On the other hand, as per salesperson's relationship-making efforts, salesperson's CO has a positive effect, but salesperson's market-based learning behavior and ASB do not influence his or her relationship-making efforts, which suggest a provocative possibility of conceptualization regarding the relationship between ASB and relationship management efforts.

• Journal of Fashion Business
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• v.20 no.1
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• pp.17-34
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• 2016

This research is a construct to understand CSR and pro-social consumption behavior of fashion consumers which classifies CSR efforts of fashion company and conducts positive analysis of the relationship between such characteristics and social relationship behaviors(sharing of values, consciousness of kind, consciousness of future expectation) and pro-social consumption behavior. For this path analysis was conducted utilizing a sample of 430 consumers who have experience of CSR efforts of fashion brands. The result is as follows. First, as a result of the path relationship among CSR efforts & sharing of values of fashion brands, consciousness of kind and consciousness of future expectation, economic efforts, relational efforts and cyclical efforts meaningfully affected sharing of values, whereas creative efforts did not. Also, relational and creative efforts meaningfully affected consciousness of kind, whereas economic and cyclical efforts did not. Furthermore, economic, relational and cyclical efforts meaningfully affected consciousness of future expectation, when creative efforts failed. Second, as a result of the analysis of path relationship among sharing of values, consciousness of kind, consciousness of future expectation and pro-social consumption behavior of social relationships, sharing of values had a meaningful impact on consciousness of kind, consciousness of future expectation and pro-social consumption behavior. And finally consciousness of kind and future expectation showed meaningful influence on pro-social consumption behavior.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 1994.04a
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• pp.627-632
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• 1994

This study suggests the contingency framework understanding the implementation of NIMT and conducts empirical analysis using survey data. The main objectives of the thesis are as follows : (1) analyzing the relationship between adaptation requirements and organizational adaptation efforts. (2) analyzing the relationship between organizational adaptation efforts and implementation performance, and the moderating effect of the adaptation requirements. (3) analyzing the relationship between organizational adaptation efforts and organization characteristics(organization size, technical capability, top management support). A field study was undertaken to test the hypothesized relationships among adaptation efforts, adaptations requirements, organization characteristics, implementation performance. Data were collected from 52 NMT implementation projects of 45 machine tool, metal component firms. The emprical relflts indicated that adaptation requirrnents, organization characteristics were significantly related to organizational adaptation efforts and adaptation efforts can significantly improve implementation perfomance, but the moderating effect of adaptation requirements on adaptation efforts and implementation performance was not supported.

• The Journal of the Korea Contents Association
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• v.17 no.8
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• pp.535-550
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• 2017

The purpose of this study is to identify the factors that customers perceive as important relationship investment in the relationship efforts provided by retailers for customer relationship purposes and to explain the mediating role of relationship quality such as trust, relationship commitment in the relationship perceived relationship investment and relationship performance. For this study, 270 respondents were surveyed and data were analyzed using SPSS 21.0 and AMOS 20.0 statistical package. Statistical analysis tools, such as SPSS 21.0 and AMOS 20.0 were utilized for ensuring the validity and the reliability, whereas the SEM method was used for testing the research hypothesis. The results of study are as follows. Financial efforts and structural efforts have affected perceived relationship investment. Perceived relationship investment affected trust and relationship commitment but not loyalty. Trust influenced relationship commitment and loyalty whereas relationship commitment did not affect loyalty. Therefore, it is important for retail marketing managers to provide tangible rewards and special benefits at all times in order to recognize that they are doing the best service efforts for customer relations. In order to secure long-term and stable profits by establishing a relationship with them, the service marketing strategies should be promoted to enhance the relationship quality by raising the level of trust.

• The Korean Journal of Franchise Management
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• v.5 no.2
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• pp.25-49
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• 2014

This study is to examine the impact of sales franchisor's relationship-oriented efforts(flexibility, problem solving support, customization, information exchange, and supervisor characteristics) on relationship quality(satisfaction, trust, and commitment) and recontract intentions. In order to analyze proposed model, this study collected the 233 franchisees with owner or hired manager. The data were analyzed with SPSS/PC 18.0 and AMOS 18.0. First, to test unidimensionality and nomological validity of the measures of each construct we employed a scale refinement procedure. The result of reliability test with confirmatory factor analysis warranted unidimensionality of the measures for each construct. The findings are as follows: First, relationship-oriented efforts had positive effects on relationship quality (satisfaction, trust, and commitment) of franchisee. Second, satisfaction had positive effect on trust, but did not on recontract intentions. Third, trust had positive effects on commitment and recontract intentions, respectively. Finally, commitment had a positive effect on recontract intentions. At the end of this paper, managerial implications and limitations and future research directions were suggested.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.17 no.2
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• pp.41-51
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• 2009

This study aims at determining psychological elements that influence team coordination between a captain and a first officer in a commercial airline cockpit. It also examines how these elements interact between one another in different team membership settings. It was hypothesized that mutual inclusiveness of differential status among pilots enhances psychological safety and engagement in safety improvement efforts. Survey results based on 254 airline pilots suggest that status (captain, first officer) and mutual inclusiveness (openness between team members) influence psychological safety and mutual inclusiveness moderates the relationship between status and psychological safety. The results also suggest that psychological safety is positively associated with engagement in safety improvement efforts and partially mediates the relationship between mutual inclusiveness and improvement efforts. This study provides insights into antecedents of fostering safety improvement efforts in airline crew teams in which cultural differences and professional hierarchy exist.

• Asia Marketing Journal
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• v.20 no.3
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• pp.83-103
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• 2018

The purpose of this research is to investigate the effect of customer-contact employees support on service recovery efforts. Service companies should try to prevent the service failure situation from occurring, but it is realistic that the service failure occurs due to the characteristics of the service. Service recovery efforts of service providers are important because effective responses to service failures can enhance customer satisfaction despite service failures. Social support for customer-contact employees needs to improve service recovery efforts. Specifically, this study focuses on the mediation roles of job burnout and customer orientation in relationship between social support for customer-contact employees and service recovery efforts. Social exchange theory was used as the theoretical underpinning of the research model. Based on reciprocity principle, this paper suppose that support for customer-contact employees and service recovery effort are a kind of social exchange relationship. Social supports for customer-contact employees are categorized into internal and external organization. Internal organization is POS(perceived organizational support) and external organization is customer support. The research model was tested with the data gathered from the flight attendants whose emotional labor intensity was relatively high and the service failure frequently occurred. As a result of analysis, social supports for customer-contact employees classified into organizational support, supervisor support, and customer support are found to have differential impacts on job burnout and customer orientation. It has been found that job burnout of service providers is negatively affecting service recovery efforts. On the other hand, customer orientation of service providers has a positive influence on service recovery efforts. Based on the results of the analysis, we provide practical implications for effective service recovery efforts in service failure situations, and suggest the theoretical implications to explain the process of service recovery effort. Finally, limitations of the study and directions for future research are suggested.

• Journal of Korean Society for Quality Management
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• v.44 no.2
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• pp.309-320
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• 2016

Purpose: The purpose of this study was to investigate if companies' efforts of environmental management practices have positive effect on the companies' performance in the first stage of study. In the second stage, we tried to confirm whether the degree of companies' making efforts on cost leadership strategy and quality leadership strategy function as moderate variable on relationship between environmental management practices and performance. Methods: The collected data through survey were analysed using multiple regression model in the first stage of the study and moderate regression model in the second. Results: The results of this study are as follows; environmental management practices have positive effect on corporate performance. Moreover, much effort on quality leadership strategy has limited significant moderate effect on relationship between environmental management practices and performance, while much effort by companies on cost leadership strategy does not have significant moderate effect on the relationship between the two variables. Conclusion: Manufacturing and services companies in Korea need to make effort for environmental management practices to improve corporate performance. Moreover, if that efforts are combined with quality leadership strategy, they can expect synergy effect with environmental management practices for performance improvement.

• Asia-Pacific Journal of Business
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• v.9 no.3
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• pp.25-35
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• 2018

Research addressing international new ventures' social responsibility activities is scarce. Specifically, researchers have little account for the effects of an international new venture's social responsibility efforts on the outcomes of relationships with local customers in emerging economies. Against this background, we attempt to extend the boundaries of an understanding of the effects of international new ventures' social responsibility engagement on local customers' loyalty through customer trust and customer identification in emerging economies. Based mainly on the stakeholder theory and the relationship marketing theory, our study conceptualize two facets of international new ventures' social responsibility efforts: ethical and philanthropic corporate social responsibility engagement. In addition, we identify positive customer relationship-building mechanisms for each facet. Furthermore, our study presents an empirically testable propositions that would explain how international new ventures' social responsibility efforts influence the outcomes of relationships with local customers in emerging economies. Finally, this manuscript provides a discussion of the present study' implications for theory and practice and limitations that naturally lead to future research on international new ventures' social responsibility activities in developing economies.

• Management & Information Systems Review
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• v.33 no.3
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• pp.35-57
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• 2014

Relationship marketing has been dealt with as an effective strategy for customer loyalty in prior research. It seems to be essential that organizations should make efforts to develop successful relationship between the organizations and the customers. However, a customers' voluntary efforts are also needed to strengthen the relationship meaningfully. Relationships are built on the foundations of mutuality. In other words, customers' efforts are necessary for relationship development, as well as an organization's efforts. Hereby, the role of customers for the development of a relationship with an organization has been overlooked in previous research so far. This study applied the Self-Determination Theory (SDT) to explain the role of customer motivation in developing customer relationship. Thus, the author chose customers who have experienced medical service recently as survey participants. Then, this paper verified the path relationships between self-determination factors (autonomy, perceived competence, relatedness) and relational factors(shared responsibility, commitment, relationship retention). It suggested that role of customers is inevitable in developing the relationship. In conclusion, this research has several implications on relationship marketing. For service providers, they should understand that the customer's perceived self-determination can improve tangible and intangible performance in relationship development.