• The Journal of Asian Finance, Economics and Business
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• 제9권5호
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• pp.325-333
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• 2022

This study examined the influence of three elements of individual entrepreneurial orientation (IEO), namely innovativeness, risk-taking, and proactiveness on the performance of small and medium enterprises (SMEs). It is worth noting that SMEs have experienced low productivity, low profit, and low performance during the COVID-19 pandemic era. Although several studies have shown that entrepreneurial orientation (EO) is a key factor of company performance, few have focused on IEO. This study employed a quantitative research design because all variables were measurable. It used a questionnaire to survey 384 SMEs in the service sector and employed structural equation modeling (SEM) in data analysis. The findings suggested that SMEs' performance was influenced by risk-taking and proactiveness. This could be related to the fact that SMEs have a less formal structure, allowing owner-managers to take risks and make quick decisions. Furthermore, high performance was ensured by being very sensitive to market trends and changes in the business environment. Innovativeness was not a significant factor in influencing the performance of SMEs. Perhaps it was rather difficult for SME owner-managers to be innovative due to the lack of various resources. This study successfully re-confirmed the effect of IEO on business performance and highlighted the importance of risk-taking and proactiveness in improving the performance of SMEs.

• Journal of Industrial Convergence
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• 제22권6호
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• pp.73-80
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• 2024

In this study, the impact of entrepreneurial orientation subfactors on organizational performance in the health and social welfare services industry was examined. Accordingly, responses from 272 organizations in this industry that participated in the corporate section of the 2022 Entrepreneurship Panel Survey conducted by the Korea Entrepreneurship Foundation were used. A regression analysis was performed on the data using the SPSS 25.0 program. According to the analysis, the entrepreneurial orientation subfactors of autonomy, proactiveness, innovativeness, and competitive pursuit had positive impacts on organizational performance. Risk-taking, on the other hand, had no effect on organizational performance. Based on these findings, building an entrepreneurial-oriented organizational culture and strengthening compensation to promote an entrepreneurial orientation are recommended.

• Journal of the Korea Academia-Industrial cooperation Society
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• 제16권1호
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• pp.346-353
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• 2015

This study examined the role of the demographic characteristics at relationship between customer orientation and flight attendants' burnout in airlines. As a result, the following findings were obtained. First, more than 30 years of age had a negative impact on depersonalization. Under age 30 and emotional exhaustion negatively affected customer orientation. Second, regardless of the rank. depersonalization negatively affected the customer orientation, and emotional exhaustion of the crew had a negative impact on the customer orientation. Third, more than 8 years experience of depersonalization had a negative influence on the customer orientation. Less than eight years experience of depersonalization and emotional exhaustion had a negative influence on the customer orientation.

• The Korean Nurse
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• 제37권1호
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• pp.98-106
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• 1998

The purpose of this study was to investigate what effect providing the hospice care team with hospice education programs had on the death orientation. The subjects of study were 28 volunteers. 14 nurses. 30 clergies who registered on hospice education programs from Aug. 6th. 1996 to May 20th. 1997. The data were analysed by descriptive analysis. ANOVA. Duncan test. paired t-test. The results of the study can be summarized as follows ; 1. The degrees of death orientation were 85.70 in volunteers group. 84.31 in nurses group. and 73.00 in clergies group. So. clergies group has more positive death orientation than others(F=6.33. p=. 000). The degree of death orientation showed significant differences between age groups(F=5.78. p =.002). and religiosity(t=3.92. p=.000). There were no significant differences between the degree of death orientation and the others general characteristics of subjects. 2. The mean of death orientation was 80.04 before hospice education programs. but was 75.56 after hospice education programs(t= 3.92. p= .000). In conclusion. the subjects who received the hospice education programs showed the positive change in the degree of the death orientation. Therefore. it has been judged that education programs has been prerequisite in positive death orientation for hospice care. Furthermore. all of the hospice care members those who complete the hospice education program. will be performed efficient hospice care intervention for dying patients and their families.

• Journal of Digital Convergence
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• 제15권8호
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• pp.45-58
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• 2017

The international freight forwarders in South Korea currently have fierce competition. However, there are still a very small number of studies Korea locally and globally on the service quality of international freight forwarding industry. This study aims to extract international freight forwarders' service quality factors reflecting the characteristics of freight forwarding industry. Measures of service quality have been selected after literature review and interviews, and then surveys have been conducted on exporters and importers in Korea. The collected data has been analyzed using the exploratory factor analysis. As a result, two service quality factors of international freight forwarders have been extracted: operation characteristics factor defined as accuracy, speediness timeliness and stability, and customer orientation factor defined as professionalism and empathy. An important contribution of this study is that it presents the service quality factors reflecting the characteristics of freight forwarding industry unlike precedent studies. A future research topic is to find out which of the two service quality factors influences more on customer loyalty.

• Asia Marketing Journal
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• 제2권1호
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• pp.99-117
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• 2000

서비스는 고객과 종업원간의 상호접촉을 통해 전달되기 때문에 고객접점 직원의 태도와 행동은 고객의 서비스 품질 평가와 만족수준에 매우 큰 영향을 미치며, 우수한 품질의 서비스를 제공하기 위해서는 고객접점 직원들의 관리가 서비스업의 성공에 매우 중한 요인이 된다. 본 연구는 서비스제공에 있어서의 조직의 서비스지향성과 종업원외 직무만족이 서비스 제공 시 종업원들의 태도와 행동에 영향을 미치는가를 밝히기 위해 다중회귀분석을 실시하였다. 그 결과 조직의 서비스 지향성과 종업원의 직무만족이 종업원들의 서비스 지향적인 태도와 행동에 유의하게 영향을 미치고 있음이 확인되었으며, 서비스품질의 각 차원별로 종업원의 서비스지향성율 측정하고 영향 요인들을 비교한 결과, 각 차원들 간에 주요 영향 변수들이 차이가 있음이 밝혀졌다.

• Journal of Korean Society of Industrial and Systems Engineering
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• 제46권2호
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• pp.82-101
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• 2023

This study is to identify the maintenance service quality of eco-friendly cars, which are rapidly increasing recently. Research is conducted by synthesizing research from the perspectives of internal employees and external customers by using the service profit chain model. Specifically, it is to study the overall structural relationship between internal customer satisfaction, physical quality, interaction quality, outcome quality, external customer satisfaction and long-term orientation. For the study, 202 questionnaires were collected from internal employees and 204 questionnaires from external customers. The results of testing the research hypotheses targeting the internal employee group are as follows. As a result of testing hypothesis 1, internal customer satisfaction has a significant positive (+) effect on physical quality and interaction quality. As a result of testing hypothesis 2, the service quality of eco-friendly car maintenance has a significant positive (+) effect on each other. As a result of testing hypothesis 3, physical quality and outcome quality have a significant positive (+) effect on external customer satisfaction. The results of testing the research hypotheses targeting an external customer group are as follows. As a result of testing hypothesis 2, in the relationship between eco-friendly car maintenance service quality, physical quality has a significant positive (+) effect on interaction quality, and interaction quality has a significant positive (+) effect on outcome quality. As a result of testing hypothesis 3, interaction quality and outcome quality have a significant positive (+) effect on external customer satisfaction. As a result of testing Hypothesis 4, external customer satisfaction has a significant positive (+) effect only on intention to reuse. Finally, as a result of examining the difference in perception between the internal employee group and the external customer group in eco-friendly car maintenance service quality and external customer satisfaction, it was verified that there was a significant difference only in outcome quality and external customer satisfaction.

• Journal of Distribution Research
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• 제3권1호
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• pp.31-54
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• 1998

The purpose of this research is three-fold; 1, establish the causal model of market-orientation, customer satisfaction, employee satisfaction and firm's perfor-mance. 2. testify the hypothesis derived by the model on a service industry of fastfood franchise. 3. develop the diagnostic tool for managing the service firm from the perspective of CS. The results show us; 1. customer satisfaction increases the performance of franchise store. 2. employee satisfaction does not necessarily increases customer satisfaction in a short-run, however the long-run impact of employee satisfaction on customer satisfaction is conjectured to be increased. 3. Satisfaction Portfolio Analysis can be utilized as management tool to improve the customer satisfaction and employee satisfaction for service industry.

• Proceedings of the Costume Culture Conference
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• 복식문화학회 2005년도 Joint International Conference
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• pp.77-80
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• 2005

• Journal of the Korea Academia-Industrial cooperation Society
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• 제17권2호
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• pp.678-689
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• 2016

This study examined the effect of the internal marketing policies of financial institutions on the job satisfaction and customer orientation of employees. Many studies have examined internal marketing policies. On the other hand, these studies focused the employees in the service industries (e.g. travel agencies, airlines and hotel, etc.) With the drastic change in financial institutions in recent years, financial institutions are conscious of the importance of customer service and have increased their efforts to manage and train their employees (e.g. expansion of empowerment, education and training, management support, and compensation system). The authors conducted an empirical analysis based on the assumption that these internal policies are effective in increasing the job satisfaction of employees and further influence the customer orientation. The results showed that 'empowerment, management support and compensation system' of internal marketing policies have meaningful effects on job satisfaction, whereas the education and training does not. In addition, job satisfaction has a meaningful effect on the customer orientation and on a mediating effect between internal marketing policies and customer orientation. These results indicate that the internal marketing policies of financial institutions can help improve job satisfaction and customer orientation.