• Journal of Distribution Science
• /
• v.17 no.12
• /
• pp.33-42
• /
• 2019

Purpose: This study seeks to identify whether internal marketing factors have a statistically significant positive effect on the flow of services to customers of bank service employees. Specifically, the purpose of this study is to confirm the importance of internal marketing in the employees' services immersion to customers. In addition, the study seeks to identify whether employees' perceived organizational support recognition mediates between internal marketing factors and the employee's immersion in services to customers. Research design, data and methodology: This study distributed 100 questionnaires to employees working at banks to obtain data. Finally, the study conducted a statistical analysis on a questionnaire of 94 employees. For regression, factor analysis, and reliability analysis, the 24 version of the SPSS was used. For the mediation analysis, the SPSS macro developed by Hayes was used. Results: This study seeks to statistically verify which factors of internal marketing have a greater impact on employee immersion in services. Conclusions: Research verification has shown that all elements of internal marketing affect the employee's immersion in services to customers. It was also shown that the employee's recognition of organizational support mediated the relationship between factors of internal marketing and the employee's immersion in services to customers.

• Journal of Information Technology Services
• /
• v.15 no.1
• /
• pp.179-195
• /
• 2016

Popular business magazines continue to highlight the employee's emotional intelligence in the organization. The purpose of this study is to explore a mediation mechanism of the relationship between emotional intelligence and job satisfaction in China IT corporation. For this, this study focused on examining the influential relationship between employee's emotional intelligence, Awareness of Self-Emotion, Awareness of other-Emotion, Emotion management, Emotion Control and job satisfaction and the mediating effect of organization culture awareness upon the relationship. Study findings are as follows : First, China IT corporation employee emotional intelligence has a significant positive(+) effect on job satisfaction and is partially supported organization culture awareness. Second, organization culture awareness has partially mediated effect on relationship between emotional intelligence and job satisfaction. In this study, the more employee's emotional intelligence have a positive impact on job satisfaction and organizational culture. We can designing a support program that emotional intelligence and organization culture awareness for China IT corporation employees will have direct influence upon job satisfaction. Employee's great talent to make good use of elements of emotional intelligence that promote the work environment and their's condition and the relationship between employee and employee.

• Journal of Wellbeing Management and Applied Psychology
• /
• v.2 no.1
• /
• pp.9-19
• /
• 2019

The uniqueness of labour as a factor of production is that labour services cannot be separated from the employee. However, since the object of sale is only the services of the employee, not an employee himself, the labour conditions, determined by the labour and collective agreements or other agreements concluded at other levels and within the current legislation, are equally important. Speaking as a subject of labour, a person can realize his or her labour potential by the way of self-employment, that means to act as an independent producer seller of their products. Another way of labour potential realization is hiring, that means offering of the services as a hired employee to the employer, who is the subject of ownership. In this case there is an exchange under the principle: qualification and working time of the worker - for wages and profits. Each enterprise is confronted with a set of goals, among them - economic and social leadership. For their achievement the company uses all the available arsenal of resources - material, land, financial, labour. This indicates the equivalence of all types of resources in achieving the goal. But this is not quite true, because every resource can be included in production only through the activity of labour and people. And this activity depends on the attitude of the company to its employees, the degree of their motivation and stimulation.

• Journal of Information Technology Services
• /
• v.20 no.3
• /
• pp.13-25
• /
• 2021

The article presents the results of how employee's hierarchical job roles differently recognize a SM(smart manufacturing) and evaluate comprehensively on the SM employees training. The research was focus on small and medium size manufacturing corporation in Banwol·Siwha industrial complex, where is carried out Smart Complex National Policy. The Results from 205 participants working for a manufacturing firms in the Banwol·Siwha industrial complex. The results of study show that managers (vs workers) group is higher recognition of smart manufacturing and more intention to participate a SM employee training and utilize a SM equipments for test a manufacturing process. and these variables were mediated by SM cognition. These results will help SM manpower training center strategically design their training programs to maximize the training effectiveness.

• The Korean Journal of Franchise Management
• /
• v.11 no.3
• /
• pp.7-18
• /
• 2020

Purpose: Recently, information on 'Delicious Restaurants (Mat-zip)' and 'Famous Bakeries' can be obtained through various media such as TV, Internet search, and SNS, and the culture of finding and sharing them has become a trend. Since PZB's SERVQUAL, there have been many studies measuring service quality, leading to hotels, restaurants and coffee shops. These studies of service quality include product quality in the service quality dimension. Hotels, restaurants, and coffee shops are provided with intangible services while customers visit and stay, but 'Delicious Restaurants (Mat-zip)' and 'Famous Bakeries' often stop by to buy products and return home. Therefore, the study on the effect of quality on customer behavior on 'Delicious Restaurants (Mat-zip)' should consider product quality separately. In this study, we want to study how each quality element affects the perceived value and response of customers by separating product quality and service quality. Research design, data, and methodology: This study tested the structural model of how the quality of products and services of famous bakeries affect customers' perceived value and response. As the quality factors, products, tangible services, and employee services were adopted, and perceived values adopted utilitarian and hedonic values, and customer responses adopted customer satisfaction and behavior intention. For this study, 203 survey data with experience using famous bakeries were analyzed using SPSS 22.0 and AMOS 22.0. Result: The research results are as follows. First, product quality positively influenced utilitarian value, hedonic value, and customer satisfaction, tangible service quality positively influenced utilitarian value, and employee service quality positively influenced hedonic value. Second, utilitarian value had a positive effect on behavioral intention, and hedonic value had a positive effect on customer satisfaction. Conclusions: In a famous bakery, it is basic that product quality should be given priority, and for customer satisfaction, employee service quality is half as important. In addition, for Behavior Intension (revisit by the customer), in addition to product quality, the quality of tangible services and employee services should be maintained at a quarter level.

• Journal of Information Technology Services
• /
• v.16 no.1
• /
• pp.1-26
• /
• 2017

Keeping good, talented people is one of the most significant factors in a company's success. HR analytics is an important area for applying big data analysis techniques to human resources. It provides organizational insight that enables effective management of employees, allowing management to reach their business goals quickly and efficiently. Job satisfaction and employee turnover analysis are the keys to HR analytics. Job review web services have been becoming popular. Because people exchange information about job satisfaction and turnover through these web services, useful information about HR Analytics is accumulated on the job review web sites. In this paper, we identified factors of employee retention by analyzing a Job Satisfaction/Retention group, and the factors of employee turnover by analyzing a Job Unsatisfaction/Turnover group. In order to do this, we first classified employees according to whether their self-reported job satisfaction or turnover was true. We collected and analyzed data from Jobplanet, a popular job review site. Through dominance analysis and LDA topic modeling, we found major factors, topics, and keywords of the classified groups by IT, service, and manufacturing domains. Our approach is a novel model to apply the analysis of reviews and text mining to the HR domain, and it will be practically helpful for setting new strategies that improve job satisfaction.

• Journal of Korean Society for Quality Management
• /
• v.48 no.3
• /
• pp.361-379
• /
• 2020

Purpose: The purpose of this study was to investigate the relationship between employee authenticity and customer loyalty. This study also examined whether rapport positively mediated the above relationship. In addition this study address the moderating role of customer emotional intelligence in the relationship between employee authenticity and rapport. By developing moderated a mediation model, we addressed indirect conditional effect of customer emotional intelligence on the relationship between employee authenticity and customer loyalty via rapport. Methods: The survey data was collected by customers who used various services in Korea. The main hypotheses were tested using a cross-sectional design, with questionnaires administered to 292 customers. Results: The result of empirical analysis has shown that employee authenticity was significantly positively related to customer loyalty. We have also found that rapport positively mediated the relationship between employee authenticity and customer loyalty. While there was a significant moderating effect of customer emotional intelligence on the relationship between employee authenticity and rapport, the moderated mediating role of customer emotional intelligence was found. Conclusion: The results provide useful theoretical and practical implications to the organizations and managers who want to improve customer loyalty. Future research directions with the limitation of the study were discussed.

• Journal of Distribution Science
• /
• v.20 no.2
• /
• pp.43-53
• /
• 2022

Purpose: This research aims to provide solutions for human resource problems in public educational institutions to improve employee performance. Research design, data, and methods: The study used a quantitative approach with a survey method. Data were obtained through questionnaires and documentation. Meanwhile, the model used path analysis using Analysis Moment Structure (AMOS) software. Results: Results showed that there was a significant relationship between locus of control and redistribution variables on employee empowerment as well as on employee performance. This result implied that good management through the locus of control and employee redistribution in public organizations could be better to serve the community and organizations. Public change to be superior and demanded by the community to make it a good place to learn. Employees' good behavior and increasing competence can satisfy users of educational and sustainable institutions. Conclusion: To sum up, research on management development of locus of control and employee redistribution is needed to make public organizations, especially those engaged in education. This study provides academic implications by revealing that the locus of control factor and employee redistribution in public organizations are needed to improve institutional services.

• Journal of Venture Innovation
• /
• v.6 no.3
• /
• pp.221-240
• /
• 2023

In a recent study conducted in South Korea, a nation grappling with the implications of an increasingly super-aged society, researchers empirically analyzed the factors influencing seniors' satisfaction with financial institutions' wealth management (WM) services. We surveyed 250 seniors who utilized financial institutions' wealth management services. Independent variables such as product(diversity, profitability, stability), employee(expertise, problem-solving ability, customer orientation), physical evidence, process, inheritance service, and trust service were carefully examined. Employing hierarchical regression analysis, we tested hypotheses within an established research model. The findings revealed that variables like product stability and profitability, employee problem-solving ability, customer orientation, process, inheritance service, and trust service significantly positively affected satisfaction with WM services. In contrast, no substantial association was detected between satisfaction and factors like product diversity, employee expertise, or physical evidence. Among the influential factors, the order of impact was determined to be employee customer orientation, problem-solving ability, trust service, product stability, inheritance service, product profitability, and process. This research provided essential insights into the nuanced preferences and needs of seniors concerning wealth management services. The detailed examination of the subject might also shed light on similar challenges faced in the other aging societies. As the global population continues to age, the implications of this study could reach far beyond the borders of South Korea. By understanding these key determinants of satisfaction, financial institutions worldwide can tailor their wealth management services to better meet the unique demands of the senior population.

• The Journal of the Korea Contents Association
• /
• v.22 no.4
• /
• pp.13-27
• /
• 2022

This study focused on the role of service robots as employees, and examined how robot services affect customer behavior compared to human employees in service success and failure situations. The three experiments were performed on barista robot, serving robot, and chef robot. The results of this study are as follows. First, in the case of service success, customers showed similar intentions for revisit regardless of employee type. On the other hand, in the case of service failure, the revisit intention was found to be more negative than that of the human employee when the service was received from the robot employee. The reason for this was found to be that customers had lower expectations for the capabilities of service robots compared to humans. Finally, customers perceive that robot services are more stable than human services.