• Asia pacific journal of information systems
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• 제25권3호
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• pp.597-625
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• 2015

Prior research has emphasized the significant effect of service orientation on organizational performance. However, little research on service orientation has been conducted in the financial field, including the investment management service industry in which high quality service for clients is required. In this paper, we propose a research model that centers on the concept of service orientation as a type of dynamic capability affecting firm performance. The research variables include job competency, risk management capability, operational capability, service orientation, and service performance. We assume that service orientation partially mediates the effects of risk management capability and operational capability on service performance. To test the model, we collected data from 391 fund managers in 86 teams (37 investment management companies) and analyzed it with partial least squares (PLS) method. Each of the 391 fund managers was asked to answer team level measures, which is effective for team level analysis. We find that job competency positively affects both risk management capability and operational capability, which in turn affect service orientation. Risk management capability and operational capability are assumed to directly affect service performance. However, risk management capability does not influence perceived service performance, whereas operational capability does affect it. This result indicates that risk management capability does not directly affect service performance. However, via service orientation, considering that risk management inconveniences customers and is geared to enhance service orientation, service performance is positively affected. Operational capability does not influence service orientation, whereas it affects perceived service performance. This result reveals that operational capability directly affects firm performance. As expected, service orientation significantly affects the service performance perception of fund managers. This study contributes to the literature by introducing service orientation to the financial industry and measures and tests team-level service performance. Our findings also provide insights to practitioners because to enhance team performance, managers must focus on service orientation in addition to operational capability.

• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2011년도 추계학술대회
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• pp.727-745
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• 2011

Courier and logistics services such as customer contact employees (customer-contact employee) of the attitudes and behavior of the customer satisfaction level of service quality evaluation and a very big impact. In this study, using a typical customer contact employees, and to target the delivery service industry employees the organization's service orientation and customer orientation by examining the impact on the quality of companies within the organization for growth and development needs and the importance of service orientation will be trying out for. The results of this study can be summarized as follows. First, the chief executive of the organization to configure a service orientation and a detailed understanding of the factors that determine this by managing the organization to effectively come up with a way to make and ultimately the organization's service orientation, organizational culture can be positioned as effort should be taken. Second, service companies through regular training and education to maintain a certain level of service quality should be. Third, the service organization's service orientation is not a fad or a means of sustain and develop the company's survival strategy is to get out. To do this, good communication between the field and management can be achieved by a variety of channels to be established, and management's willingness to provoke sympathy for the employees should be provided.

• 패션비즈니스
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• 제14권2호
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• pp.27-41
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• 2010

The purpose of this study is to investigate the relationship between service orientation of fashion organization and employee's customer orientation. For this study, salespersons in clothing stores were selected as the subjects. We used 4 factors SERV*OR Scale: service leadership, human resource management, employee's empowerment, service system as an organizational service orientation. The results are as follows: First, Service Orientation of the company in fashion field affects the employee's customer orientation. In other words, a fashion company with a higher service orientation will have employees with a higher customer orientation. Second service orientation factors revealed differences depending on the store. Department stores had no effect on factors such as employee's empowerment, service system, but agency stores and outlet stores had effects on all factors. This influential factor is created due to the difference in fashion distribution. Human resource management especially seemed to carry weight among the factors in all stores. So, first and foremost fashion companies should make efforts on education, training of employee.

• 한국경영과학회지
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• 제26권2호
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• pp.111-130
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• 2001

This study aims to examine the difference between market orientation, organizational service orientation, performances (employee satisfactions and business performances) across the type of hotel grade, and investigate the effect on performances of market orientation, organizational service orientation, and interaction of these two factors. For these purposes the authors developed 13 research proposals. The data for this research which were collected from Korean hotel firms’ managers and employees were analyzed with one-way ANOVA, regression analysis. The findings can be summarized as follows. First, five-star hotels display higher levels of market orientation, organizational service orientation, performance (employee satisfaction, business performance) than four-star and three-star hotels. Second, market orientation, organizational service orientation, and interaction of these two variables have significant effects on performances(employee satisfaction, business performance).

• 가족자원경영과 정책
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• 제3권2호
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• pp.33-50
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• 1999

The purpose of this study is to analyze the relationship of housewives’sense of ancestral service and behavior and to verify the how housewives’value orientation affects the sense of ancestral service and behavior. The data are collected from 393 housewives in urban. The statistics used for the analysis are Cronbach’$\alpha$, Frequency, Percentage, Mean, SD, and Multiple Regression Analysis. The results are summarized below: First, among the variables, degree of fate-control orientation is the most, on the contrary, material orientation is the lowest. Second, value orientation variables that affect sense and behavior of ancestral service are material orientation and gender equilibrium orientation. Third, the behavior of ancestral service is more traditional than sense of ancestral service. Fourth, cause-and-effect variable which affect behavior of ancestral service are education level, religion(Buddhism, Catholicism), employment status, number of children, health, daughter in -law’s ranking, sense of ancestral service, and value orientation, which affect the direct or direct and indirectly. Especially sense of ancestral service variable is the most important mediation one. We expect further studies on the sense of ancestral service and behavior with precise scale and sampling.

• 품질경영학회지
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• 제30권2호
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• pp.11-25
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• 2002

This paper is to find how does service orientation of organization and human resource job satisfaction affect its customer orientation, that is, its service attitude and behavior toward customer. Purpose of this study is also to measure the level of employees' customer orientation more systemic. Consequently, the correlation between service orientation and performance can be identified and more effective guideline for service quality management can be draw through this study. The findings of this paper are as followings; Firstly, it is found that reward system and CEO's vision toward service orientation affect employee's job satisfaction positively, It's analyzed on Gap analysis model of PZB. Secondly, in point of inner marketing, employee who is satisfied with his job shows higher customer orientation. Thirdly, strategy change of organization in response to environment change in hospital industry influences on performance positively.

• 한국경영과학회지
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• 제29권2호
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• pp.1-18
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• 2004

Due to the change to the digital environments, the offer of services on the on-tine differs from one on the on-line. This paper Identifies what functions internet business organizations should fulfill to provide on-line services of good qualify and analyzes whether these functions lead effectively to the expected performance of Internet business firms. The components of service orientation in the Internet business organizations appear to be the servant leadership, customer treatment from the Internet service encounter, Internet service failure prevention and recovery, Internet service standards communication, Internet service training, and internet service rewards. Therefore, these determinants should be incorporated in the practices, Procedures, end routines of Internet business organizations in order to create and provide excellent Internet services. Furthermore, it is demonstrated that Internet service orientation has a significant effect on satisfaction by employees and customers, the value and quality of Internet service, and the firm's performance. This implies that the service orientation is an Important factor In the on-line service organizations and that the internet business can be successful when the service orientation is diffused throughout the firm's organizations. It is also shown that the important factors, which connect Internet service orientation and its performance, are the service quality, value of Internet service and customer satisfaction. That is, the service orientation can ultimately lead to the corporate performance when customers are satisfied after confirming the value and quality of Internet service by visiting the web site.

• The Journal of Asian Finance, Economics and Business
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• 제9권5호
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• pp.345-354
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• 2022

The importance of the public sector's role in fostering a positive business climate has prompted public sector organizations to consistently enhance their performance. The study aims to develop service orientation dimensions for public sectors and examine the relationship between service orientation and organizational performance. A field survey was employed in this study. Six hundred questionnaires were distributed, and four hundred and eighty-eight were returned and analyzed. Factor analysis and multiple regression analysis were used in the dataset. This study identifies five dimensions of organizational service orientation in public sector service organizations: technology-service standard-communication, service vision, service delivery, service training and powering, and servant leadership. The result also concludes that service orientation influences organizational performance, such as corporate growth, service quality image, IT effectiveness, service innovation, and public complaint. This study's findings imply that public sector organizations should rectify service orientation factors to increase corporate growth, service quality image, IT effectiveness, service innovation, and public complaint reduction. Managerial guidelines are presented for developing a service orientation.

• 한국직업건강간호학회지
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• 제20권3호
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• pp.337-345
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• 2011

Purpose: This study was conducted to evaluate the relationships among the service education satisfaction, service involvement, and customer orientation of hospital employees after yearly-planned MOT service education. Methods: The data collection was done through the questionnaire survey in a university hospital located in D city from March 15 to 31, 2010. The statistical analysis was done by SPSS/WIN 18.0 program. Results: The enrolled employees were two hundred and seventy six. Among the characteristics of employees, adequate work load, good payment, reasonable promotion system, suitability of work aptitude and good relationships with staff improved the service education satisfaction, customer orientation, and service involvement of hospital employees. For the customer orientation, old age and lower educational background were positive factors. The correlations among the service education satisfaction, customer orientation, and service involvement of hospital employees were significant. The factors that affect customer orientation and service involvement were found to be age, suitability of work aptitude and service education satisfaction. Conclusion: In conclusion, customer orientation and service involvement were related with the satisfaction of employees for working condition and service education. In terms of good medical service quality, plans for maintaining adequate working environment and systematic service education should be established.

• 간호행정학회지
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• 제20권4호
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• pp.362-372
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• 2014

Purpose: The purpose of this research was to develop and test the validity and reliability of the Service Orientation Scale for Health Care Organization. Methods: The Service Orientation Scale for Health Care Organization, $SERV^*OR$, was developed through forward-backward translation methods. Internal consistency and reliability, construct and criterion validity were calculated using SPSS Statistics WIN 17.0. Survey data were collected from 283 clinical nurses in a general hospital in J province. Results: The Service Orientation Scale for Health Care Organization showed reliable internal consistency with Cronbach's ${\alpha}$'s for the total scale ranging from .85~.91. Factor loading of the 30 items on four sub-scales ranged from .67~.83. The sub scales were named service leadership, service system, customer focus, and service control. Item convergent and discriminant validity were also established for the Service Orientation Scale for Health Care Organization. Criterion validity showed a significant correlation with customer orientation. Conclusion: The findings of the study demonstrate that the Service Orientation Scale for Health Care Organization has satisfactory construct and criterion validity, and reliability and can be used to measure service orientation.