• 한국관광식음료학회지:관광식음료경영연구
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• 제10권
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• pp.203-218
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• 1999

Customer-Orientation can be referred to as the concept of creating and maintaining a superior value within the market by responding to the 'wants of the customer' in regards to the Hotel. In other words, customer-orienated hotel is forcasting a customer' response to being different from other competitors, competing with others, and winning in the market. Therefore, hotels exert their efforts in various customer-oriented activities which may result in customer satisfaction. The pruposes of this study are to find out various significant factors impinging on customer-orientation and service image in hotels. For these purposes, two hypothesis were established, and the samples of this study were 15 hotels in Pusan, KyeongJu. The verification of the proposed hypothesis showed the following results: First, service quality and customer-orientation were found to be significantly related. In detail, the employees of hotel were shown to be affected in sales management, human relationship and service quality. Second, customer-orientation and service image were found to be significantly related. namely, the customer-orientation of hotel' employee were found to be significantly related with hotel service image. The research results and suggestions of this study are as follows: First, it is necessary that provide better service/product to satisfy the customers. Second, it is necessary that the employees of tourist hotel try to resolve the complaint of customers. Third, it is necessary that the employees of hotel try to improve the image as good service.

• 품질경영학회지
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• 제44권1호
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• pp.121-138
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• 2016

Purpose: Financial institute employees have various education programs for enhancing customer satisfaction. The purpose of this study is to explore critical factors that affect the service commitment in the financial institution and to propose the implication for employee's service involvement. Methods: This study is intended to identify how service quality of education, servicescape, and learning motivation affect the service commitment. The research model proposed in this study is tested via a survey of 322 employees for financial institution employees. Results: This study shows that tangibles, reliability, assurance and ambient condition, physical structure, symbolic artifacts and internal motivation, extrinsic motivation significantly influence education satisfaction. Tangibles, reliability and ambient condition, physical structure, symbolic artifacts and internal motivation significantly influence affective service orientation and that tangibles, reliability, assurance and extrinsic motivation significantly influence altruistic service orientation. It also verifies that education satisfaction affective service orientation, and altruistic service orientation positively affect service commitment. Conclusion: This study suggests critical factors to promote service commitment in the financial institute. It has focused on not only the service quality of education program, but also servicescape and learning motivation as the meaningful factors for increasing the employee's service involvement.

• 유통과학연구
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• 제19권2호
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• pp.37-44
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• 2021

Purpose: O2O (Online to Offline) is an internet-based platform. The purpose of this study is to confirm the effect of service quality of O2O food delivery service on service satisfaction, and whether customer orientation mediates the relationship between service quality and service satisfaction. Research design, data and methodology: This paper surveyed Chinese consumers using the O2O food delivery platform through a questionnaire technique. Smart PLS 3.0 was used to verify the hypothesis of this study. PLS is characterized by the advantage of minimizing measurement errors and maximizing the influence of each factor. Results: It was confirmed that O2O food delivery companies need to increase service quality (information quality, product quality, and social quality, system quality) in order to obtain customer satisfaction. Additionally, the perceived customer orientation was found to completely mediate the relationship between perceived service quality (information quality, product quality) and perceived service satisfaction. Conclusions: The service level of the O2O delivery company to the customer's request when a problem occurs in the customer's order must be raised to increase the customer's satisfaction. For example, timely response to customer inquiries and timely feedback of delivery information to customers during the delivery process should improve the quality of after-sales service.

• 한국의류산업학회지
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• 제20권6호
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• pp.645-655
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• 2018

Online to Offline(O2O), a new model of e-commerce, has been gradually recognized and accepted by consumers. Electronic commerce has become diversified and O2O marketing is the new trend of e-commerce. The rapid popularization of mobile Internet and online shopping makes O2O service gets more attention. Although recently O2O service and O2O marketing get much attention, there is no much preceding research about the antecedents of mobile shopping of O2O market. The purpose of the study is to examine the effect of shopping orientation on intention to reuse O2O services and the moderating effect of impulse buying tendency. A total of 209 surveys were collected online in total for the data of the study. The key findings of this study are as follows: First, convenience seeking shopping orientation has a positive effect on the intention to reuse O2O service and brand seeking shopping orientation has, too. Second, impulse buying tendency positively moderated the relationship between hedonic seeking shopping orientation and intention to reuse O2O service, and negatively moderated sales seeking shopping orientation and intention to reuse O2O service. The results of this study presented some implications for operators at O2O service area. Research findings and study limitations are discussed.

• 한국콘텐츠학회논문지
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• 제12권5호
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• pp.227-242
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• 2012

본 연구는 사회서비스 시장화에 따른 비영리 사회복지조직의 경쟁 우월성을 확보하기 위한 방안으로 시장지향성이 조직성과에 어떠한 영향을 미치는지 경험적으로 검증하기 위한 것이다. 사회서비스 시장화는 사회복지조직의 재정 환경 압박과 더불어 조직 간의 경쟁을 심화시키고 있다. 다양한 공급주체들이 참여하는 사회서비스 시장에서 비영리 사회복지조직이 생존을 유지하기 위해서는 환경에 대한 민감성이 필요하다. 이를 위해 시장지향성 도입의 필요성이 제기되고 있으며 이 시점에서 비영리 사회복지조직의 시장지향성 수준과 시장지향성이 조직성과에 어떠한 영향을 미치는지 확인하는 것은 의미가 있다고 보여진다. 자료 수집은 바우처 사업에 참여하고 있는 부산의 사회복지조직을 대상으로 이루어졌으며, 총 92개 기관이 분석대상이 되었다. 조사대상 기관의 시장지향성은 3.63으로 나타났으며 선행연구들에 비해 다소 높은 시장지향성을 보였다. 시장지향성이 조직성과에 미치는 영향은 유의미하게 나타났다. 사회서비스 시장에서 바우처 사업을 수행하고 있는 비영리 사회복지조직의 시장지향성이 높을수록 바우처 사업에 대한 연간 수익금 총액이 높은 것으로 나타났다. 본 연구는 비영리 사회복지조직의 시장지향성 도입 유용성을 경험적으로 검증하였다. 또한 비영리 사회복지조직이 조직의 생존과 유지를 위해 외부 환경에 더욱 민감하게 반응하는 것이 필요하다는 함의를 제공해 주고 있다.

• 한국의류학회지
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• 제27권11호
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• pp.1179-1189
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• 2003

This study had a focus on service quality, customer satisfaction and relationship orientation. The subjects of this study were: 1) to examine the conceptual structure of service quality perceived by males consumers of character clothing brands, 2) to examine of the service quality on customer satisfaction, and 3)to examine relationship between customer satisfaction and relationship orientation. The questionnaire was collected between October, 28 and November, 8 in 2002. Samples of 271 respondents were obtained. The sample consisted of males in their twenties and thirties who had a experience on buying character clothing brands in Seoul. To analyze the data, reliability analysis, percentage, frequency analysis, factor analysis, correlation analysis, and regression analysis were applied. The results were as followings: 1) As a result of factor analysis, the service quality were identified by four dimensions: environmental service, personal service, products service, and promotion service. 2) As a result of correlation analysis and regression analysis, the service quality had a positive influence on customer satisfaction. Especially products service was the most important factor for customer satisfaction, followed by environmental service. 3) As a result of correlation analysis, customer satisfaction had a positive influence on relationship orientation.

• The International Journal of Costume Culture
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• 제9권1호
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• pp.15-26
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• 2006

The purposes of this study were 1) to identify the dimension of perceived service quality of fashion retail stores in the basis of expanded marketing mix, 2) to investigate the effect of each dimension on long-term orientation/customer satisfaction, trust, commitment and WOM/repurchase intention) on perceived service quality. The questionnaires were administered to 333 women shopped in a fashion retail store in Gwang-ju city. Data were analyzed by using exploratory and confirmatory factor analysis, Cronbach' ${\alpha}$, and multi-regression analysis. The results were as follows: 1) The dimension of perceived service quality based on expanded marketing mix were classified as follow: product, price, place, promotion, people, physical evidence, process services. Long-term orientation was categorized into four factors: customer satisfaction, trust, commitment, WOM/repurchase intention. 2) For the effect of the perceived service quality by dimension, product, people, physical evidence, process services have significant effect on long-term orientation, while price, place, promotion services have not significant.

• 한국직업건강간호학회지
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• 제26권3호
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• pp.151-159
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• 2017

Purpose: The purpose of this study was to identify the effects of service orientation on the organizational commitment and management performance of public health center workers. Methods: A cross-sectional survey design was used. A convenience sample of 280 workers was recruited from six public health centers in J province, South Korea. Data were collected by self-report questionnaires, including general characteristics, service orientation, organizational commitment, and management performance. Data were analyzed with descriptive statistics, Pearson correlation coefficients, independent t-test, one-way ANOVA, and hierarchical regression using the SPSS 22.0 program. Results: The service orientations explained 34.1%of the variance in organizational commitment and explained 31.4% of the variance in management performance. The service orientation was a significant predictor of organizational commitment and management performance. Conclusion: The results of this study suggest that better strategies for service orientations will be helpful to enhance organizational commitment and management performance in the public health center.

• 한국임상보건과학회지
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• 제1권2호
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• pp.39-47
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• 2013

Purpose. To examine the orientation of the eco-friendly Health care service on korean Hospital nurses Methods. Between October 2012 and November 2012, two hundred eighty five nurses (mean age, $25{\pm}17$ years; age range, 22~42yrears) were enrolled in this study. They performed a questionnaire which related to environmental problem, hospital infectious wastes manage and eco-friendly care service orientation. Results. Within the results, There were statistically significant correlation between "Hospital infectious wastes management" and "environmental problem awareness"(r=0.45, p<.001), "eco-friendly care service orientation"and "environmental problem awareness" (r=0.48, p<.001), and "eco-friendly Health care service orientaton" and "Hospital infectious wastes management"(r=0.50, p<.001). Conclusions. In current study, these results express that it is necessary to promote environmental problem awareness and hospital infectious wastes management practice for the "orientation of the eco-friendly Health care service on korean hospital nuurses.

• 한국병원경영학회지
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• 제17권2호
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• pp.1-20
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• 2012

This study aims to suggest managerial strategies for strengthening their competitiveness via analyzing and determining factors to help improve customer orientation and internal customer satisfaction. Furthermore, this study aims to find out the factors of internal service quality affects job satisfaction and customer orientation. The data was collected in 5 small and medium hospitals on 215 workers who had direct interactions with customers. Through regression analysis, all factors of internal service quality affects job satisfaction, however only two factors, credibility and sympathy appeared to affect customer orientation.