• 유통과학연구
• /
• 제19권5호
• /
• pp.35-48
• /
• 2021

Purpose: This research aims to analyze the influence of relational penetration capability on salesperson performance and the influence of customer orientation, customer knowledge accessibility, and salesperson-customer relationship quality on the relational penetration capability of the insurance service industry in Central Java. Research design, data, and methodology: This explanatory research involved 211 respondents. Path analysis was used to analyze the primary data obtained. Results: The customer orientation positively influences relational penetration capability and customer knowledge accessibility which can improve salesperson performance. The salesperson-customer relationship quality shows a positive impact on the salesperson's relational penetration capability, salesperson performance, and relational penetration capability which will lead to an improved salesperson-customer relationship. Higher knowledge levels of customer necessity have important implications for a salesperson's capability of finding potential customers and of fulfilling customers' requirements through careful analysis of necessity. Conclusions: The salespeople should be capable of building and maintaining a good relationship with their customers as an indication that salespeople of Insurance Service Company Distribution in Central Java have good performance.

• Journal of Information Technology Applications and Management
• /
• 제13권4호
• /
• pp.13-39
• /
• 2006

The primary purpose of this study is to examine the interaction effects of organizational characteristics as contextual variables on the relationship between relational exchange characteristics and ASP service performance. The effect of relational exchange characteristics on ASP service performance has been also investigated. For this purposes, we developed a research model based on the literature reviews of ASP services, relational exchange theory, and contingency theory. A total of 106 usable survey responses from companies using ASP services has been analyzed in the study. The findings indicate that (1) flexibility and partnership had a positive influence upon noneconomic profit, (2) information sharing had a positive influence upon economic profit, (3) organizational size and IS maturity had a partial moderating effect on the relationship between relational exchange characteristics and ASP service performance, and (4) the subgroup analysis, conducted to determine the exact nature of interaction effect, reveals that the relationship between relational exchange characteristics and noneconomic profit is significantly stronger with a high level of organizational size than with a low level, and that the relationship between relational exchange characteristics and economic profit is significantly stronger with a low level of IS maturity than with a high level.

• 지식경영연구
• /
• 제11권3호
• /
• pp.31-45
• /
• 2010

IT outsourcing studies have centered on the separate effect of formal contract and relational trust on IT outsourcing performance. In addition, previous studies ignored the importance of the relational capability that combine the formal contract and partnership can be able to deliver IT outsourcing effects. In this paper, we propose an IT governance commitment as a mediated role between relational capability and IT outsourcing performance. We collected data from 143 client companies of IT outsourcing and analyzed it using the PLS method. Our findings are revealed as following: At first, relational capability significantly and directly influence IT governance commitment as well as indirectly through formal contract and partnership. Secondly, IT governance commitment mediate between relational capability and IT outsourcing effect, and in turn affect IT outsourcing performance. The results and implications are further discussed.

• 국제학술발표논문집
• /
• The 3th International Conference on Construction Engineering and Project Management
• /
• pp.1023-1029
• /
• 2009

Intellectual capital is one of the most valuable assets of any enterprise. This empirical investigation examines the causal relationship between intellectual capital and the performance of architecture firms. More than 100 architecture firms across Taiwan have each been assessed for the levels of human capital, structural capital, relational capital, and business performance. The results suggest that the architecture firms exhibit higher levels of relational capital. However, the firms indicate relatively low levels of human capital. Additionally, the results from the correlation analysis suggest that all the four measures (human capital, structural capital, relational capital, and business performance) are highly correlated. The findings from the path analysis also indicate that human capital may influence the performance of architecture firms via structural capital and relational capital.

• 한국유통학회지:유통연구
• /
• 제4권1호
• /
• pp.71-92
• /
• 1999

The basic purpose of this study is to investigate how the traits of the buyer-seller transaction-relationship relate to relationship performance, including relationship performance explicitly in the proposed model. The traits examined include relational norm, formalization, market uncertainty, and relationship investment. It is hypothesized that relational norm and formalization have positive impacts on relationships performance while market uncertainty has a minus impact. In addition, it is hypothesized that relational norm has a positive moderating impact on the effect of relationship investment--the investment and efforts for maintaining a relationship to relationship performance. A mail-survey to the manufacturers of machinery and equipment about their relationships with the parts suppliers was performed. Data provided a strong support for the hypotheses. As hypothesized, relationship performance and formalization generally had positive impacts on relationship performance and formalization generally had positive impacts on relationship performance while market uncertainty showed negative impacts. Also, there is a good evidence for the positive moderating effect of relational norm to the impact of relationship investment on relationship performance.

• 경영과정보연구
• /
• 제11권
• /
• pp.111-135
• /
• 2002

Since companies are increasingly aware of the importance of upstream and downstream organizations to their performance, companies' leaders would also like to influence operations with supply chain partners. This paper aims to study the SCM performance and the influencing factors, that is Buyer's leadership and Vendor's relationship-orientation. Also, I try to examine the mediating effect of relationship-orientation between leadership and SCM performance. The results of this study can be summarized as follow; (1) The charismatic trait and individual consideration in transformational leadership factors, and contingent reward in transactional leadership factors positively effected to the relational-orientation. But intellectual stimulation and management-by-exception did not effected to relational-orientation. (2) Only contingent reward in transactional leadership factors was significantly related to the SCM performance. (3) Relational-orientation mediated between SCM leadership and SCM performance.

• 유통과학연구
• /
• 제16권4호
• /
• pp.35-47
• /
• 2018

Purpose - This study seeks to find out the factors affecting the performance of franchisees from the franchisor's and franchise's intangible assets. In order to explain the process, this study explores the concept of LMX, Relational Capital, and Decision Rights Delegation. Research design, data, and methodology - To verify the proposed hypotheses, a questionnaire survey was conducted for franchise store owners, and to test the hypotheses, structural equation modeling was established. Results - First, franchisor's intangible assets affect the quality of LMX, but don't affect the relational capital. And the quality of LMX affects the relational capital. In addition, "the effect of delegation of decision rights on relational capital" and "the effect of relational capital on franchisee's performance" were significant. However, the effect of delegation of decision rights on franchisee's performance wasn't significant. Second, the intangible assets of the franchise have a positive effect on the quality of the LMX and the degree of delegation of decision rights, and the quality of the LMX has a positive effect on the delegation of decision rights. Conclusions - This study would suggest operational implications for the formation of vertical and horizontal relationships and the cooperation between the main members of the franchise business.

• Asia pacific journal of information systems
• /
• 제13권3호
• /
• pp.173-193
• /
• 2003

As the interest in the business-to-business(B2B) electronic commerce is increasing, some companies are participating in the B2B eMarketplaces(electronic marketplaces). The eMarketplace has an effect on the method of B2B transactions or the purchasing performance. The academy and the industry are focused on the cause and the result of this effect. The purpose of this research is to analyze the effects of the relational exchange with eMarketplace on the purchasing performance, considering the supply externality and system integration as intervening variables. This study investigates the second-order effect of eMarketplace in which the degree of improvements in two aspects of purchasing activity(price reduction, purchasing efficiency) depends on the degree of the relational exchange with eMarketplace, namely, the governance of eMarketplace. Our hypotheses on this second order effect were supported. We found that the higher the relational governance, the lower in price reduction, and the better in purchasing efficiency. In more details, the high relational governance lowers the supply externality, and in turn deteriorates the improvement in price reduction. Meanwhile, the high relational governance accelerates the information system integration, and brings the better purchasing efficiency. Our findings suggest that organizations can improve their purchasing activities better if they choose the appropriate eMarketplace governance.

• 한국조리학회지
• /
• 제9권3호
• /
• pp.197-211
• /
• 2003

It is widely agreed that customers' purchase are strongly influenced by their emotions. despite the obvious importance of eliciting positive emotional responses from customers, we find no record that family restaurants have ever measured or used customers' emotions as a management tool. This study aimed to verify the importance of the customers' emotion in the relational performance of family restaurant business. In order to achieve the object of the study, the effect of emotional factors on service satisfaction, revisit, word-of-mouth were analysed. The data were collected from 450 customers who had visited five family restaurants in Seoul more than once during the last three months from September 20 to October 5, 2002. Emotional variables in service experience process were grouped as three factors; in the middle of having food, in entering and leaving restaurant and in the waiting line. It is proved that customers had different emotions in each process of family restaurant service experience. Multiple regression analysis was employed to explore the influence of three emotional factors on relational performances such as satisfaction, revisit and word-of-mouth. It was found that customers were influenced by emotional factors in entering and leaving restaurant, secondly influenced in the waiting line and least influenced in the middle of having food. Finally, the findings indicated that customers' emotional factors in whole service experience process from entering to leaving the restaurant should be successfully cared by service staff. Future research is recommended to find out which specific emotional factors affected on relational performance of family restaurant.

• Asia Marketing Journal
• /
• 제8권1호
• /
• pp.105-132
• /
• 2006

본 논문의 주된 연구목적은 기존연구에서 거의 고려되지 않았던 산업재 구매시장에서의 물류환경특성과 물류자원역량이 관계규범과 물류서비스를 통하여 물류성과에 미치는 영향을 분석하는 것이다. 제안한 연구가설들을 검정하기 위하여 H중공업 및 HSD엔진의 구매부, 자재관리부, 수출입관리부, 외주관리부, 수입검사부 등의 물류관련부서에 종사하는 핵심 응답자로부터 272부의 설문지를 수집하여 자료분석에 이용하였다. 구조방정식 모형 분석을 통해 알아낸 분석 결과를 연구주제별로 살펴보면 다음과 같다. 첫째, 산업재구매에서 환경의 역동성, 이질성 등의 물류환경 불확실성은 기대와는 다르게 가용성, 적시성 등의 물류서비스와 정보교환, 유연성 등의 관계규범에 유의한 영향을 미치지 않는 것으로 나타났다. 둘째, 물류자원역량은 구성요인의 특성에 따라 효과가 다르게 나타났다. LIS 등의 물류정보화는 직접적으로 물류서비스에 영향을 미치지 못하고 관계규범을 통하여 간접적으로 물류서비스에 유의한 영향을 주었고 반면에 물류 거래특유투자, 수송서비스 능력 등의 물류자원은 관계규범에는 영향을 주지 못하고 직접적으로 물류서비스에 유의한 영향을 미치었다. 셋째, 거래당사자간의 합의된 관계규범은 물류서비스를 유의하게 높이는 것으로 나타났으나 물류비용절감, 배송의 질 등의 물류성과의 제고에는 별다른 효과를 나타내지 못하였다. 넷째, 많은 선행연구들의 결과와 일치하게 장기적 관계를 기반으로 하는 산업재구매자와 자재공급업자의 거래에서 관계규범을 바탕으로 한 우수한 물류서비스는 리드타임 일관성, 배송품질 향상 등의 물류성과에 유의한 영향을 주었다. 마지막으로, 본 논문에서 밝혀진 물류환경, 물류정보화, 물류자원, 관계규범, 물류서비스 및 물류성과 간의 연관관계에 대한 분석결과들은 산업재 구매자들에게 이론에 근거한 전략적 물류관리 실천방안으로 활용될 수 있을 것이다.