• Management & Information Systems Review
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• v.23
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• pp.25-40
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• 2007

In the highly competitive and divers world of financial market, customer is the single most important factor to company's survival. Especially, creating a relationship with valued customers is a key to success. CRM provides the mean to retain high value customers. It takes a prospect of what customers expect. Utilizing those knowledge can help the products and service meet the customers' needs, thereby maximizing customer satisfaction and company's profit. In this report, I am going to suggest a few ways to develop successful CRM in the life insurance industry. First, CRM should innovate the way of communication to keep pace with Web 2.0 era. In other words, the customer's needs should be caught by real-time communication than traditional off-line market research. Thus, the functionality and specification of products can be decided by customer's direct choice so that the customers are able to purchase the understanding and experience of the products. Second, CRM project should consider whether the initial strategy plan can promise the stable growth of customer at the first step. When planning strategy, the project needs to identify what customer wants and how to fulfill the needs with stable growth of the customer. In addition, the CRM should be developed by realizing that customer centric benefits ultimately guarantee the growth of the organization. Third, CRM systems should enhance the organization's ability to take the customer's insight in a 360 degree view and to capture the voice of the customer directly. In order to develop the best matched product package, more precise customer segmentation should be ahead of market segmentation strategy. Forth, the biggest reward from CRM will be a customer royalty program. Many successful banks are already planning and practicing customer royalty strategy. A comprehensive analysis of customers and their behavior allow organization to identify high value potential customers' needs and determine a strategy required to meet those needs. Even life insurance companies such as Prudential Korea are developing products designed for royal customers. Fifth, understanding and managing the experience of customer called Customer Experience Management also can increase customer satisfaction. Measuring only customers' experience and adapting it to marketing strategy make products position in the gap between the customers' expectation and experience not required by market. A key component of CEM is its application across all organizational functions. At last, the direction of change and development of CRM can be defined from the conceptualization of information technology represented by Ubiquitous and Web 2.0. Instead of just managing customer information, companies should take the initiative in personalized system with customer oriented strategy. Furthermore, with the regular communication between CRM stakeholders (Sales-Marketing-IT), customer's demand should be directly reflected to enterprise strategy in real time.

• The Journal of the Institute of Internet, Broadcasting and Communication
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• v.16 no.1
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• pp.155-162
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• 2016

In recent years, hoping the interaction of individuals and rather than software development process and tools, and customers want software that works first, rather than a comprehensive document, in cooperation with the customer, rather than the developer negotiate a contract, to each other stick to the plan I think even more so than the value that corresponds to the change. In view of this, software development is given the autonomy and motivation to project team rather than process-oriented and have a passion and vision and human relations oriented management approach is required. In recent years, increasing the productivity benefits of agile development processes, improved quality, efficiency and customer satisfaction as is demonstrated in the methodology selected to promote the project, attention was given to the experts. Contemporary demands with regard to the methodology chosen to meet your needs, in this paper in the organization, and to solve the problems of product-based Cross functional team proposed methodology Feature Team model, this model is an organizational Cross functional team and the team is not the outcome (product) basis, were examined for the model that points to progress the development across multiple product as a functional unit, value-plan through the driven agile technique-based model and proposed a difference. And the domain analysis, required extraction by conventional JAD (joint application development) meeting the targets for the object-oriented modeling, in modeling and organize, review, aware in advance and the UML Structure and Behavior Diagrams and proposed to proceed with the project.

• Information Systems Review
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• v.17 no.1
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• pp.19-47
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• 2015

The purpose of this research is to represent how ICT relatedness and organization environment influence on interactions between healthcare specialist and patients, and how knowledge sharing influence on healthcare innovation, and how service innovation influence on service performance through structured research model. This research also has applied to resource based view, adaptive structuration theory, service innovation, ICT relatedness to find out performance effect on healthcare service innovation and service performance. In other words, organization structure environment and ICT relatedness are important factors to promote interaction between healthcare service providers and customers like patients each other, moreover, to share the tacit knowledge by creating in the interaction. Moreover in order to verify model fitness, this research has surveyed among healthcare specialists, technicians and other staffs. Model verification result, all hypotheses have been found to give a positive effect on the creation and significantly. Structured organizational environment and ICT association is to promote the organization's functions by influencing the behavior of the service organization and patient interaction and knowledge sharing, and suggests that the major factors influencing the innovation performance of hospitals and health care services.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.19 no.6
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• pp.240-251
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• 2018

This study was conducted to evaluate the moral distress, moral sensitivity, and the factors that influence moral distress and the experience of moral distress among nurse working in a long-term care hospital. Overall, 180 nurses working in long-term care hospital in G Province were evaluated. Date were collected from March 21 to April 8, 2016 and analyzed using the SPSS/WIN 23.0 program. The mean of moral distress among nurses was 3.57 and the moral sensitivity was 4.82, and these factors was significantly and positively correlated (r=0.494, p<0.001). Regression analysis revealed that the factors that significantly influenced moral distress were moral sensitivity and ethical dilemmas when conducting nursing practices. Situations that caused nurses to experience moral distress included inappropriate care behavior was not guaranteed the quality of nursing care, conditions related to unethical the human rights, conditions related to the lack of nursing staff and conditions related to the lack of support at the organizational and national level. Therefore, to reduce moral distress, nursing intervention programs that improve the moral sensitivity and ability to solve ethical-problems are needed for nurses working in long-term care facilities.

• Journal of Preventive Medicine and Public Health
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• v.42 no.4
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• pp.231-236
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• 2009

Objectives : This study was conducted to determine the appropriate sampling time of the salivary stress markers, chromogranin A (CgA) and cortisol as objective indices of job stress assessment in adult females. Methods : The subjects were 20${\sim}$39-year-old women (13 office workers, 11 sales-service workers, and 11 college students) who were eligible for the study and free of acute and chronic medical conditions. Salivary CgA and cortisol levels were determined by enzyme-linked immunosorbent assay (ELISA). Saliva samples were collected (2 $m{\ell}$ each) at 7:00, 8:00, 10:30, 12:00, 17:30, and 22:30 on a typical day. Salivary CgA and cortisol levels, according to sampling time, were compared among the three groups using general linear model. The full version of the Korean Occupational Stress Scale (KOSS), which includes socioeconomic characteristics, health behavior, workrelated characteristics, and BMI, was used to access the subjects' job stress. Multiple regression analysis of the job stressors identified by the KOSS was performed on salivary CgA and cortisol levels. Results : The salivary CgA level peaked at 7:00 (time of awakening), then decreased and were maintained at a low level throughout the day, and increased slightly at 17:30. The salivary cortisol level increased steeply within the 1st hour after awakening, followed by a gradual decrease by 12:00, and was then maintained at a low level throughout the day. The salivary cortisol levels of subjects who worked ${\leq}$5 days per week and graduated from the university were significantly lower at 8:00 (p=0.006). The salivary cortisol levels of non-smokers were significantly lower at 7:00 p=0.040) and 8:00 (p=0.003) compared to smokers. There were no significant differences in salivary CgA and cortisol levels at 10:30 and 12:00 in general characteristics. The regression coefficients on salivary CgA level were significant with interpersonal conflict at 17:30 and job insecurity at 22:30. Regression coefficients on salivary cortisol level were significant with organizational system and total job stressors at 17:30. Conclusions : We suggest that the appropriate sampling times for the salivary stress markers, CgA and cortisol, are at 7:00 (time of awakening), 8:00 (1 hour after awakening), 17:30 (early evening), and 22:30 (before sleep).

• Journal of the Korea Academia-Industrial cooperation Society
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• v.21 no.1
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• pp.291-299
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• 2020

This study is based on the theory of salutogenesis, and investigates factors affecting the health status of radiologists who experience high stress and health problems in the rapidly changing medical environment. The study enrolled 379 radiologists working at hospitals in Daegu. A health structure model was established by applying the theory of salutogenesis. Sense of coherence had a direct effect on the health status of radiologists. Psychological stress, social support, and drinking were also influential factors, due to their mediating effect on the sense of coherence. Moreover, social support was also found to be lower when job stresses were higher. Hence, increased psychological stress resulted in lower levels of sense of coherence, social support and exercise. Taken together, results of this study indicate that effects on the sense of coherence have maximum influence on the health status of radiologists, and social support among general resistance resources is an important factor for enhancing sense of coherence. In addition to social support and health behaviors, researches involving various resources and the development of organizational strategies and health promotion intervention programs are required in future, to enable radiologists to cope with their stresses and improve health.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.17 no.10
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• pp.147-157
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• 2016

The opening of a second new airport is urgently needed to meet the growing number of visitors to Incheon International Airport. This study focused on effectiveness of mediating effects on the dedication to organization in order to determine why manpower resources of the airport service sector should take job-changing into account and to focus on staff who provide service to customers visiting Incheon International Airport management of airport service quality by providing a better service and preventing them from leaving their job. The results show that, first, only obligation conflicts and heavy workload affect the dedication to organization in terms of task-related causes. Second, compensation and relationships with seniors also affect the dedication to organization in terms of organization-related causes. Third, if more dedication is required, more employees will leave their job. Fourth, role conflict is the only reason to leave the job related to task. Fifth, only compensation and decision making affect the cause of the dedication to organization. The employer urgently needs to make a system to develop a relationship with colleagues and seniors, make a better work environment so that employees can work for a longer period and monetary or valuable compensation should be provided as indicated above in order to keep them employed.

• The Korean Journal of Franchise Management
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• v.12 no.3
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• pp.7-19
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• 2021

Purpose: The hotel industry needs a leader who can actively demonstrate leadership to respond to and accept changes in the organization in a highly competitive and fast-changing environment. Therefore, the role of leaders who instill clear vision and goals of the organization in their members, listen to their opinions, and empathize is paramount. Leaders should encourage successful organizational activities based on active participation by employees and create the best environment for working with a sense of mission and responsibility. This study aims to identify the relationship between empathy leadership and job engagement as a result variable of team cohesion in the hotel culinary department and conduct empirical studies on the role of empathy leadership and job engagement. Research design, data, and methodology: The data were collected from employees who work in culinary department at a five-star franchise hotel located in the Seoul metropolitan area. Because it is difficult to conduct a survey through face-to-face contact with employees due to the COVID-19 pandemic, the online survey was conducted from February 1 to February 28, 2020. A total of 330 questionnaires through online were distributed and 268 employees completed the survey, yielding a response rate of 81%. Of the 268 returned responses, 27 responses were not usable due to missing information. Thus, a total of 241 responses were used for analysis. Results: The study results are as follows. First, it has been shown that the empathy leadership of culinary department in hotel companies has a significant positive impact on the job engagement. Second, it has been shown that job engagement has a significant positive effect on members' team cohesiveness. Third, empathy leadership of hotel companies' culinary department has a significant positive impact on members' team cohesiveness. Fourth, job engagement has a significant positive (+) mediating effect in the relationship between empathy leadership and team cohesiveness in culinary department. Conclusion: This study supports the theory that an emotional and empathic leader's behavior or ability can change the effectiveness or atmosphere of a rapidly changing hotel culinary team organization by presenting a research model on the effect of empathic leadership on job engagement and team cohesiveness. And hotel chefs should be more aware of the importance of empathic leadership and make them a human resource of the organization through formal and informal communication with culinary employees.

• The Korean Journal of Franchise Management
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• v.12 no.3
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• pp.35-46
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• 2021

Purpose: The hotel industry needs a leader who can actively demonstrate leadership to respond to and accept changes in the organization in a highly competitive and fast-changing environment. Therefore, the role of leaders who instill clear vision and goals of the organization in their members, listen to their opinions, and empathize is paramount. Leaders should encourage successful organizational activities based on active participation by employees and create the best environment for working with a sense of mission and responsibility. This study aims to identify the relationship between empathy leadership and job engagement as a result variable of team cohesion in the hotel culinary department and conduct empirical studies on the role of empathy leadership and job engagement. Research design, data, and methodology: The data were collected from employees who work in culinary department at a five-star franchise hotel located in the Seoul metropolitan area. Because it is difficult to conduct a survey through face-to-face contact with employees due to the COVID-19 pandemic, the online survey was conducted from February 1 to February 28, 2020. A total of 330 questionnaires through online were distributed and 268 employees completed the survey, yielding a response rate of 81%. Of the 268 returned responses, 27 responses were not usable due to missing information. Thus, a total of 241 responses were used for analysis. Results: The study results are as follows. First, it has been shown that the empathy leadership of culinary department in hotel companies has a significant positive impact on the job engagement. Second, it has been shown that job engagement has a significant positive effect on members' team cohesiveness. Third, empathy leadership of hotel companies' culinary department has a significant positive impact on members' team cohesiveness. Fourth, job engagement has a significant positive (+) mediating effect in the relationship between empathy leadership and team cohesiveness in culinary department. Conclusion: This study supports the theory that an emotional and empathic leader's behavior or ability can change the effectiveness or atmosphere of a rapidly changing hotel culinary team organization by presenting a research model on the effect of empathic leadership on job engagement and team cohesiveness. And hotel chefs should be more aware of the importance of empathic leadership and make them a human resource of the organization through formal and informal communication with culinary employees.

• The Journal of the Korea Contents Association
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• v.21 no.11
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• pp.333-349
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• 2021

As information is recognized as an important asset of an organization, organizations are increasing their resource input for knowledge management. In particular, the enterprise content management system(ECMS) is a solution for organization-oriented content management, and it has high utility by helping to achieve business performance through systematic utilization of content and improve the level of internal information security. The purpose of this study is to suggest a plan to improve the intention to use organizational employee's ECMS and to suggest the effect of the relationships between information system quality characteristics and work environment characteristics on intention to use. In this study, a research hypothesis was presented based on previous studies, a questionnaire was conducted on workers of organizations that adopted an ECMS, and the hypothesis was verified by applying structural equation modeling. As a result of the analysis, information and service quality of the ECMS and task interdependence increased the intention to use, but task conflict decreased the intention to use. In addition, task interdependence and task conflict moderated the positive relationship between the quality factors of the ECMS and the intention to use it. This study has implications in terms of suggesting the direction of the organization's behavior through factors that increase the use of ECMS.