흡수역량과 경영성과의 관계에 대한 혁신유형의 매개효과 연구

서은화(Eun-Hwa Seo) 대한경영학회 2021 大韓經營學會誌 Vol.34 No.8

모바일뱅킹의 서비스품질이 고객만족과 구매 후 행동에 미치는 영향

서은화(Seo, eun hwa),윤호(Yoon, ho) 인천대학교 인천학연구원 2020 인천학연구 Vol.32 No.-

본 연구의 목적은 은행의 경쟁력 제고를 위하여 모바일뱅킹 서비스품질의 향상이 중요하다고 판단하고, 모바일뱅킹 서비스품질이 고객만족과 고객의 충성도, 불평행동에 미치는 영향력을 분석하고자 한다. 본 연구의 실증분석 결과를 요약하면 다음과 같다. 연구가설 1의 분석결과, 모바일뱅킹의 서비스품질이 고객만족에 미치는 영향은 부분적으로 채택되었다. 즉 모바일뱅킹 서비스품질이 고객만족에 미치는 영향의 모형은 적합한 것으로 측정되었으며, 유의미한 독립변수는 접속성과 유형성으로 분석되었다. 반면에 신뢰성, 반응성, 확신성, 공감성은 유의미하지 않은 것으로 분석되었다. 모바일뱅킹의 서비스품질이 고객만족에 미치는 영향력의 크기는 유형성〉접속성〉반응성〉공감성〉확신성〉신뢰성 순으로 나타나다. 그러나 확신성과 신뢰성은 고객만족에 부(-)의 영향을 미치는 것으로 분석되었다. 연구가설 2를 분석한 결과, 고객만족은 모바일뱅킹의 서비스품질과 고객충성도의 관계에서 매개효과를 가지는 것으로 나타났다. 연구가설 3을 분석한 결과, 고객만족은 모바일뱅킹의 서비스품질과 고객의 불평행동의 관계에서 매개효과를 가지는 것으로 나타났다. This study aimed to analyze the effects of mobile banking service quality on customer satisfaction and client loyalty and complaining behavior, judging service quality enhancement of mobile banking to be important for the increased competitiveness of banks. Empirical analysis results of this study can be summarized as follows. Due to the analysis results of research hypothesis 1, the effects of mobile banking service quality on customer satisfaction were partially adopted. In other words, the model for the effects of mobile banking service quality on customer satisfaction was measured as fit and significant independent variables were analyzed to be connectivity and tangibility. On the other hand, analysis showed that reliability, reactivity, certainty, and perceptual openness were not significant. The extent of the effects of mobile banking service quality on customer satisfaction appeared in the order of tangibility〉connectivity〉reactivity〉perceptual openness〉certainty〉reliability. However, certainty and reliability had a negative (-) effect on customer satisfaction. Analysis results of research hypothesis 2 showed that customer satisfaction had a mediating effect in the relationship between mobile banking service quality and customer loyalty. Analysis results of research hypothesis 3 showed that customer satisfaction had a mediating effect in the relationship between mobile banking service quality and customer complaining behavior.

국내 중소기업의 디자인 경영 현황분석 : 최고경영자 디자인 리더십 및 디자인 경영역량을 중심으로

김광수(Kwangsoo Kim),서은화(Eun-Hwa Seo) 대한경영학회 2021 大韓經營學會誌 Vol.34 No.6

한국 기업의 디자인 경영역량 수준에 관한 연구: 선행요인 및 결과요인을 중심으로

김광수(Kim, Kwangsoo),서은화(Seo, Eun-Hwa) 한국산업경제학회 2021 산업경제연구 Vol.34 No.3

본 연구는 기업의 디자인 경영역량 수준의 선행요인 및 결과요인을 식별하고, 이들 간의 관계에 대한 통합모형을 제시하고 실증분석하는 데 그 목적이 있다. 구체적으로 본 연구에서는 경쟁정도, 고객 디자인 민감도, 전략차별화, CEO 디자인 리더십, 디자인 전담조직과 같은 선행요인이 디자인 경영역량 수준에 미치는 긍정적 영향과 디자인 경영역량 수준이 순차적으로 결과요인인 혁신성과에 미치는 긍정적 영향을 분석한다. 국내 5개 제조산업의 중기업과 소기업으로부터 수집된 221개의 설문 데이터를 바탕으로 분석한 결과, 경쟁정도를 제외한 고객 디자인 민감도, 전략차별화, CEO 디자인 리더십, 디자인 전담조직 등은 기업의 디자인 경영역량 수준에 긍정적인 영향을 미치며, 동시에 기업의 디자인 경영역량 수준은 혁신성과에 긍정적인 영향을 미치는 것으로 나타났다. 이러한 결과는 기업의 디자인 경영역량 수준이 고객 디자인 민감도, 전략차별화, CEO 디자인 리더십, 디자인 전담조직 등과 혁신성과 간의 관계를 이어 주는 중요한 연결 고리가 됨을 보여 준다. 본 연구는 이러한 결과가 의미하는 중요한 시사점과 더불어 한계점 및 향후 연구방향을 제시한다. The purpose of this study is to present and empirically validate an integrated model of the relationships between the level of design management capabilities and its antecedents and outcomes. Specifically, this study analyzes the positive effects of antecedents, such as competitive intensity, customer design sensitivity, strategic differentiation, CEO design leadership, and design-dedicated organizational structure on the level of design management capabilities and the positive effect of the level of design management capabilities on innovation performance. Based on 221 survey data collected from small- and medium-sized companies in five domestic manufacturing industries, our results show that customer design sensitivity, strategic differentiation, CEO design leadership, and design-dedicated organizational structure have a positive impact on the level of design management capabilities, which, in turn, has a positive impact on innovation performance. Therefore, the results of this study reveal that the level of a firm’s design management capabilities plays an important role in linking such antecedents as customer design sensitivity, strategic differentiation, CEO design leadership, and design-dedicated organizational structure to innovation performance. Based on these results, the study presents important conclusions, implications, and limitations with future research directions.

지속가능성 멤버십과 주가 : KOSPI 200 ESG 지수변경 실증분석

박준우 ( Joon-woo Park ),서은화 ( Eun-Hwa Seo ) 한국생산성학회 2021 生産性論集 Vol.35 No.3

ESG activities, which have a significant impact on an firm’s sustainability and corporate value, have received much attention from domestic and foreign investors. Due to their importance, a relationship between ESG activities and corporate value has become an interesting research topic. In this study, the focus of sustainability is on inclusion and exclusion of constituents in the KOSPI 200 ESG Index. In other words, existing studies involving changes in existing indices have focused primarily on indices representing the country's stock market, but this study focuses on ESG indices, which are highly relevant to sustainability in testing the hypotheses of existing studies. The results of this study are as follows. First, information incorporated into the ESG index is accepted as a positive signal in the short term, and information excluded is recognized negatively. Therefore, in the short term, it was confirmed that the incorporated companies were much higher than the excluded companies in the CAR. Second, both added and excluded companies saw their stock prices fall after the index change date. In other words, the price pressure hypothesis was supported. Third, the short-term rise in share prices is accompanied by a relatively high excess volume compared to the trading volume in the overall market, and it is also accompanied by a relatively high rate of change in volume relative to other periods. So, the short-term rise in stock prices, the rise in stock prices caused by increasing liquidity, can be interpreted as supporting the liquidity hypothesis. Fourth, to test the investor awareness hypothesis, this study compares the shadow costs of incorporated and excluded shares with the number of shareholders. Results for incorporated shares show that shadow costs are reduced and that the number of shareholders increases. So, these results are consistent with the investor awareness hypothesis that the event of index additions causes investors to raise their share prices by reducing shadow costs. Fifth, in a regression analysis to investigate the relationship with variables affecting CAR caused by information on the inclusion of the ESG index, the excess volume and the rate of change in volume, respectively, have a positive(+) effect on the CAR for the shares incorporated. This can be seen as an additional support for the liquidity hypothesis. In conclusion, information on the inclusion of the KOSPI 200 ESG index has had a positive impact on investors, along with an increase in transaction volume within the event period, leading to a rise in stock prices, but the increase is minimal. This can be interpreted as not being very meaningful information for investors, as opposed to financial performance, such as productivity and profitability. The differentiation of this study is that information on the inclusion and exclusion of the KOSPI 200 ESG Index is used to test index change effects. This study has a limitation of measuring index change effects as a short-term stock price response, and this study plans to conduct further studies on the long-term performance of stock prices and their relevance to financial performance, such as productivity and profitability.

국제합작투자 상황에서 신흥국 현지파트너기업의 통제, 지식습득, 그리고 혁신성과 간의 관계에 대한 연구

왕호양 ( Haoyang Wang ),김추연 ( Choo Yeon Kim ),서은화 ( Eun-hwa Seo ),김광수 ( Kwangsoo Kim ) 국제지역학회 2021 국제지역연구 Vol.25 No.1

본 연구의 목적은 국제합작투자 상황에서 신흥국 현지파트너기업의 (공식적, 비공식적) 통제, 지식습득, 그리고 혁신성과의 관계를 분석하는 데 있다. 이를 위해 본 연구는 신흥국 현지파트너기업의 통제가 해당기업의 지식습득에 미치는 긍정적 영향, 지식습득이 해당기업의 혁신 성과에 미치는 긍정적 영향, 해당기업의 통제가 혁신성과에 미치는 긍정적 영향에 대한 지식 습득의 매개효과, 그리고 해당기업의 통제가 지식습득을 통해 혁신성과에 미치는 긍정적 영향에 대한 신뢰의 조절효과를 분석하였다. 중국 광동성 소재 현지파트너기업들로부터 회수한 설문자료를 분석한 결과, 본 연구의 모든 가설이 지지되었다. 본 연구는 이러한 분석 결과를 바탕으로 중요한 결론 및 시사점을 제시한다. The purpose of our study is to analyze the relationships among (formal and informal) control, knowledge acquisition, and innovation performance of local partners in emerging economies in the context of international joint ventures. To this end, our study analyzed the positive effect of control of such local partners on their knowledge acquisition, the positive effect of knowledge acquisition on their innovation performance, the mediating effect of knowledge acquisition on the positive effect of control on innovation performance, and the moderating effect of trust on the positive effect of control on innovation performance through knowledge acquisition. Based on the survey data collected from local IJV partners in Guangdong Province, China, all our hypotheses were supported as expected. Our study presents some important conclusions and implications.