• 한국병원경영학회지
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• 제18권3호
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• pp.1-26
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• 2013

To improve the competitiveness of the hospital provides high quality medical services in a hospital coordinator role is emphasized. This study on customer orientation of the role ambiguity in order to identify the impact of degree of customer orientation were analyzed for demographic differences. Dependent variable, customer orientation affects role ambiguity as independent variables, and regression analysis were set. And the control variables are set to support situational factors, customer orientation on the role ambiguity and hierarchical regression analysis was performed. Obtained through empirical results are as follows: First, according to the demographic characteristics of the hospital coordinator customer orientation, the difference between gender and medical subjects are not shown. Age, education, work experience, job title, and the hospital on the pattern of customer orientation has shown a difference. Second, according to the hospital coordinator role ambiguity about its impact on customer orientation analysis can be a role implementation, job implementation, opinion communication in achieving customer orientation was negatively affected. Third, role ambiguity, and customer orientation factors for the moderating effects of organizational support for the role of customer orientation can role implementation, job implementation, opinion communication was a statistically significant. Fourth, the role ambiguity factors and customer orientation for the administrative support for the moderating effect of customer orientation and role implementation is significant, but job implementation, opinion communication were statistically significant. Fifth, the role ambiguity factors and customer support for customer orientation and customer orientation for the moderating effects of role performance and the opinion communication was not statistically significant. However, job implementation was statistically significant. The limitations of this study are as follows: First, role ambiguity, situational factors and support due to limitations of the variable factors that may affect the customer orientation of a number of factors were excluded. So many exogenous variables in the measurement process can affect. Second, the variables measured as problems of self-assessment by the variable measuring the respondent's bias may occur. Third, This study is difficult to generalize. In other words, several areas of the province conducted by the empirical results of the survey as a limit on the overall generalization can follow.

• 유통과학연구
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• 제16권3호
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• pp.5-12
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• 2018

Purpose - The third place plays an important role in complex society. The more customers participate in the third place, the higher they have loyalty. It is necessary to identify the mediator between customer participation and loyalty. Thus, the purpose of the study is to analyze the relationship between customer participation and loyalty and a mediating role of psychological ownership. Research design, data, and methodology - A structural equation model representing the relationships between customer participation, psychological ownership, and customer loyalty was proposed and four hypotheses were tested using data collected from visitors of Starbucks as the third place. Results - Three hypotheses regarding relationships between customer participation, psychological ownership, and customer loyalty were supported at the significance level of 0.001. The hypothesis regarding a mediating role of psychological ownership between customer participation and customer loyalty was supported by Sobel test. Conclusions - Customer participation positively affects psychological ownership and customer loyalty. Psychological ownership positively affects customer loyalty. Psychological ownership plays a mediating role in the relationship between customer ownership and loyalty. This study contributes to finding the missing link between customer participation and customer loyalty. The research model can be applied to various retail services. Some implications for academics and practitioners were suggested.

• 유통과학연구
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• 제13권9호
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• pp.29-36
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• 2015

Purpose - The purpose of this study is to examine the influence of effective role-play and training on employee education satisfaction and customer orientation. Evidence of the suggested objective is obtained by monitoring the effectiveness of hotel service training. Research design, data, and methodology - Data were collected from 280 role-play sessions performed in a Korean Hotel and examined using a frequency analysis, reliability/validity assessments, correlation analysis, and regression analysis using SPSS 19.0. Results - 1) Entrepreneurs and training instructors should enthusiastically apply service education in order to enhance each employee d evaluation in terms of customer satisfaction and customer orientation. 2) The most effective factor on customer satisfaction and orientation is the instructor's qualifications. 3) Since a higher level of education-training satisfaction leads to better customer orientation, effective education-training is essential to achieve this result. Conclusions - The study was able to obtain practical evidence that can confirm that service education-training through role-play positively affects employee customer service orientation. In future advanced research on training effects on customer orientation, various internal factors of a business should also be considered.

• 아태비즈니스연구
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• 제14권4호
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• pp.1-21
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• 2023

Purpose - The study investigates the role of authenticity of B2B salespersons has on their consultative selling competence. The study also examines the mediating effect of customer orientation between the authenticity of B2B salespersons and their consultative selling competence, as well as the moderating role of trust in the buyer-seller exchange. Design/methodology/approach - This research utilized a covariance-based structural equation model technique. The study assessed the research model's moderation effects through a stepwise approach, which allowed for an examination of the moderating effect of trust in the buyer-seller relationship. Findings - As a result of structural equation analysis, this study found that the authenticity of B2B salespersons influences their consultative selling competence by mediating their customer orientation significantly. In addition, trust in the buyer-seller exchange plays a significant role as a moderating variable between customer orientation and competitive selling competence, but it is not significant as a moderating variable between the authenticity and customer orientation of B2B salespersons. Research implications or Originality - This research proposed the role of authenticity of the B2B salesperson as a key factor in the trust-based relationship and a key variable of consultative selling competence. The study has taken the research on the authenticity of the B2B salesperson one step further from the study of authenticity of the brand and the company's leadership.

• 경영과정보연구
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• 제39권3호
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• pp.37-51
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• 2020

서비스접점에서의 고객참여는 상호작용과정에서 중요한 역할을 하고 있다. 뿐만 아니라, 고객참여는 고객-서비스제공자 간의 관계발전에도 영향을 미치고 있다. 지난 선행연구들은 단편적이고 횡단적인 접근을 통해 고객참여의 역할을 밝히고 있지만, 관계의 역동성을 고려한다면, 장기적 관점에서 고객참여의 역할을 규명할 필요가 있다. 또한, 고객참여의 선행변수와 후행변수가 겹치는 문제에 대해서도 그 원인을 규명할 필요가 있다. 본 연구는 관계적 변수의 핵심인 신뢰와 몰입을 중심으로 종단적 관점에서 고객참여가 어떻게 관계발전에 영향을 미치는지를 밝힘으로써 고객참여의 관계적 역할을 확인하고자 한다. 이에 종단적 자료를 통해 고객참여의 관계적 역할을 회귀분석을 통해 분석하고자 한다. 연구의 결과, 신뢰(t1)와 몰입(t1) 중 몰입이 고객참여에 직접적으로 긍정적인 영향을 미치는 것으로 나타났다. 그러나, 신뢰(t1)는 개인적 상호작용 및 책임 있는 행동과 같은 고객참여의 하위차원에 직접적으로긍정적인 영향을 미치는 것으로 나타났다. 이러한 신뢰와 몰입의 영향을 받은 고객참여(t2)는 다시 신뢰(t3)와 몰입(t3)에 긍정적인 영향을 미치는 것으로 나타났다. 결론적으로, 고객참여는 관계적 변수들에 의해 영향을 받지만, 상호작용과정을 통해 다시 관계적 변수들을 향상시킬 수 있는 주요한 요인임을 알 수 있다. 서비스기업은 고객의 정보교환 및 상호작용 욕구를 이끌어 내고 이를 활용함으로써 고객과의 관계발전을 모색할 수 있다.

• 한국경영정보학회:학술대회논문집
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• 한국경영정보학회 2007년도 International Conference
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• pp.473-478
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• 2007

As customers' participation in B2C e-commerce increases, customers are getting more involved in the delivery of services, which may even go beyond the completion of service transactions. To examine such proactive extra-role online customer behavior, we delve into organizational citizenship behavior framework, which has been recently extended to examine customer citizenship behavior (CCB) in the service market area. Although CCB is vital for online retailing success, MIS and e-commerce research efforts have generally focused on the customer's customer coproduction that are customer in-role behaviors. Moreover, although the effect of information created by anonymous strangers on other customers increase, interpersonal trust research have focused on only the relationship between a seller and a customer. Therefore, this study attempts to answer two research questions: What are motivational factors that affect CCB? How differently do the two kinds of interpersonal trusts (trust in online retailer and trust in customers) influence customers?

• The Journal of Asian Finance, Economics and Business
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• 제8권7호
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• pp.255-264
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• 2021

The purpose of this study is to analyze the role of customer value and customer trust as a mediator of flexibility influence on customer retention. The study applies SEM tools with WarpPLS analysis and translates customer value and customer trust as mediation. This study was organized into three parts: exploratory research, descriptive research, and explanatory research. The quantitative approach in this study uses a survey method by taking samples from the population. This is a latent variable that is measured using a research instrument in the form of a questionnaire. The survey was conducted by distributing questionnaires to respondents. This research was conducted at PT. Nusa Prima Logistics Terminal Teluk Lamong by taking primary data, in the form of assessments or perceptions from respondents, so a survey was conducted by submitting a questionnaire directly to 194 respondents. Quantitative data analysis was performed using Structural Equation Modeling (SEM) to answer the research hypothesis. Flexibility is very influential in increasing customer retention so to develop customer retention, it is necessary to increase flexibility, customer value, and customer trust. The novelty in this research lies in identifying the role and position of customer value and customer trust as mediation that affect customer retention.

• 한국방사선학회논문지
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• 제9권1호
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• pp.23-30
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• 2015

본 연구의 목적은 의료종사자의 역할갈등과 역할모호성, 직무만족이 고객지향성에 영향이 있는지를 알아보기 위하여 부산광역시 D병원에 재직 중인 의료종사자 대상으로 설문을 받은 후 불성실한 설문지 4부를 제외하고 최종적으로 250부의 설문지를 통계처리하여 다음과 같은 결과를 얻었다. 연구가설의 검증을 위하여 고객지향성에 대한 전반적인 평균값을 종속변수로 하고, 역할갈등, 역할모호성, 직무만족의 요인값을 독립변수로 해서 다중회귀분석을 실시한 결과 회귀식의 설명력은 18%로 나타났으며, 회귀식은 통계적으로 0.001수준에서 유의한 것으로 나타났다. 의료종사자의 고객지향성을 보다 면밀하게 분석하기 위하여 직무만족의 요인값을 독립변수로 해서 추가적으로 다중회귀분석을 실시하였다. 다중회귀분석 결과는 전체 회귀식의 설명력이 8%이며, 회귀식은 통계적으로 0.001수준에서 유의미하며(F: 6.908, BETA: 0.281, t: 3.880), 둘째 차원인 공감성과의 다중회귀분석 결과는 전체 회귀식의 설명력이 12%이며, 회귀식은 통계적으로 0.001수준에서 유의미하며(F: 10.741, BETA: 0.272, t: 3.835), 셋째 차원인 유형성과의 다중회귀분석 결과는 전체 회귀식의 설명력이 12%이며, 회귀식은 통계적으로 0.001수준에서 유의한 것으로 나타났으며(F: 11.100, BETA: 0.228, t: 3.226,), 넷째 차원인 신뢰성과의 다중회귀분석 결과는 전체 회귀식의 설명력은 20%이며, 회귀식은 통계적으로 0.001수준에서 유의한 것으로 나타나(F: 20.554, BETA: 0.401, t: 5.949) 전반적으로 의료종사자의 역할 모호성이 고객지향적 응대성, 공감성, 유형성, 신뢰성에 영향을 미치고 있는 것으로 나타났다.

• Asian Journal for Public Opinion Research
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• 제10권4호
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• pp.293-315
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• 2022

Health care has become a rapidly growing industry where the role of nurses as a group of emotional labor employees is central and prone to burnout. The purpose of this study was to examine the role of supervision in moderating burnout caused by the effect of work intensity, customer contact, and self-efficacy, where the moderating role of supervision on burnout with its various predictors is still unstable. This quantitative study was based on research samples collected through questionnaires from 131 hospital nurses spread over two different locations. The questionnaire asked about supervision, work intensity, customer contact, self-efficacy and burnout used a Likert scale, which was then analyzed using SEM-PLS. The results indicated that work intensity and self-efficacy had a significant effect on burnout, while customer contact had no significant effect on burnout. Supervision as a moderator only significantly moderates the effect of work intensity on burnout, while supervision is not significant as a moderating variable on the effect of customer contact and self-efficacy on burnout. This study can contribute to the development of theories about burnout and practically can be used as a reference by policy makers in enhancing the role of supervision for nurses in hospitals.

• 한국IT서비스학회지
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• 제16권3호
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• pp.185-203
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• 2017

Call center service is enabled by the use of a firm's various information technologies (IT) and accumulated knowledge. IT and knowledge resources have been considered a fundamental infrastructure for developing a firm's business capabilities. Recognizing this, this study examines whether a firm's IT and customer knowledge resources enhance its customer service process capability and thereby contribute to creating superior customer service, at the level of customer service representatives (CSRs). That is, constructs in this study were measured on a basis of CSRs' perception. Moreover, this study verifies the moderating role of CSRs' computer self-efficacy on the relationships between IT and customer knowledge resources and customer service process capability. To test the proposed hypotheses, this study conducted partial least squares (PLS) analysis with a total of 234 data which were collected on CSRs working at four call centers. The key findings are as follows: first, IT infrastructure integration and customer knowledge integration are positively associated with customer service process capability. Second, customer service process capability is a key determinant of customer service performance. Finally, CSRs' computer self-efficacy has a moderating effect on the relationship between IT infrastructure integration and customer service process capability. The details of the findings and implications are presented.