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- 주제어 : CSM(Customer Satisfaction Management) (검색결과 6 건)
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고객만족경영 지속성의 핵심 운영요인과 성과에 관한 연구
서창적(Suh, Chang Juck),황혜미(Hwang, Hye Mi) 한국서비스경영학회 2012 서비스경영학회지 Vol.13 No.3
Successful achievement of Customer Satisfaction Management (CSM) requires development of the operating systems to sustain maintenance and activate through analyzing key success operating factors. This study examines a sustainable CSM which draws key operating factors from MB (Malcolm Baldrige) model and investigates their affects on firms` internal and external performance. Consequently, the findings are as follows: First, Customer Satisfaction Management operating system affects on sustainability of CSM, process performance and customer performance. CS leadership, customer oriented HRM (Human Resource Management), CSM evaluation system and team-work are required to achieve successful Customer Satisfaction Management. Second, sustainability of CSM affects on customer performance via process performance, sustainability index consists of two factors, CSM driving activity and CSM activity level. CSM driving activity contains mid-managers commitment, CSM team`s activity, process improvement activities, and CSM consistency. CSM activity level, formative index, contains firm`s reinforcement level of customer satisfaction, subcontractor`s education level, real time feedback of VOC (Voice of Customer). Third, process performance affects on customer performance. Process performance which contains customer`s waiting time reduction, short business time, brief decision making process, cost reduction through process improvement, process reengineering for customer needs and service environment improvement provides better service than competitors to customer. Finally, four factors of CSM operating system (CS leadership, customer oriented HRM, CSM evaluation system and team-work) also affect on customer performance.
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MB(Malcolm Baldrige)모델 관점에서 지속적 고객만족경영의 핵심요인
서창적,황혜미 韓國生産管理學會 2011 한국생산관리학회지 Vol.22 No.3
본 연구의 목적은 우리나라 서비스기업의 지속적 고객만족경영(Customer Satisfaction Management) 실현을 가능케하는 핵심요인을 발굴하고 이 운영 요인들이 기업의 성과에 긍정적인 영향을 미치는지를 분석하는데 있다. MB(Malcolm Baldrige)모델의 관점에서 지속가능한 고객만족경영의 핵심요인을 찾았고 이 운영 요인들과 CS혁신의 지속성, 프로세스성과, 그리고 인적역량 성과와의 관계를 10개의 가설을 세워 검증하였다. 고객만족경영을 추진하고 있는 서비스기업의 167개 데이터를 통계분석에 활용하였다. 연구결과에 의하면 CS리더십은 VOC(Voice of Customer)시스템, 고객지향 HRM(Human Resource Management), CSM 평가시스템에 긍정적인 영향을 미치는 것으로 나타났고, 이 3가지 운영관리 요소는 CS혁신의 지속성, 프로세스 성과, 그리고 인적역량 성과에 유의미한 영향을 미치고 있다. The purpose of this research is to find key factors to sustaining customer satisfaction management from MB(Malcolm Baldrige) perspective. We suggest the research model which includes five categories of MB, that is, CS leadership, VOC system, Customer-oriented HRM (Human Resource Management), CSM evaluation system, Sustaining of CS innovation, and set ten hypotheses. The authors collect data from 167 firms in various industries such as whole and retail, finance and insurance, telecommunication, transportation, and hospitals. Consequently, the results show that CS leadership has an effect on VOC system, Customeroriented HRM(Human Resource Management), CSM evaluation system positively. VOC system, Customer-oriented HRM(Human Resource Management), CSM evaluation system take positive effects on Sustaining for CS innovation. Sustaining for CS innovation takes positive effects on result of process and human resource result.
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서창적,황혜미 한국서비스경영학회 2011 한국서비스경영학회 학술대회 Vol.2011 No.11
The purpose of this research is to find key factors to sustaining customer satisfaction management(CSM) from MB(Malcolm Baldrige) perspective. We suggest the research model which includes four categories of MB, that is, CS leadership, Customer-oriented HRM(Human Resource Management), CSM evaluation system, Teamwork, and Sustaining of CSM improvement, and set nine hypotheses. The authors collect data from 208 firms in various industries such as whole and retail, finance and insurance, telecommunication, transportation, and hospitals. Consequently, the results show that CSM operation system has an effect on sustaining for CSM improvement. Also, sustainability of CSM take positive effects on process and customer results.
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MB(Malcolm Baldrige) 모델 관점에서 지속적 고객 만족경영의 핵심요인
서창적,황혜미 서강대학교 경영연구소 2011 서강경영논총 Vol.22 No.1
본 연구의 목적은 우리나라 서비스기업의 지속적 고객만족경영 (Customer Satisfaction Management) 실현을 가능케 하는 핵심요인을 발굴하고 이 운영 요인들이 기업의 성과에 긍정적 인 영향을 미치는지를 분석하는데 있다. NB (Malcolm Baldrige)모델의 관점에서 지속가능한 고객만족경영의 핵심요인을 찾았고 이 운영 요인들과 CS혁신의 지속성, 프로세스 성과, 그리고 인적역량 성과와의 관계를 10개의 가설을 세워 검증하였다. 고객만족경영을 추진하고 있는 서비스 기업의 167개 데이터를 통계분석에 활용하였다. 연구결과에 의하면 CS리더십은 V0C (Voice of Customer)시스템, 고객지향 HRM (Human Resource Management), CSM 평가시스템에 긍정적인 영향을 미지는 것으로 나타났고, 이 3가지 운영관리 요소는 CS혁신의 지속성, 프로세스 성과, 그 리고 인적역량 성과에 유의미한 영향을 미치고 있다. The purpose of this research is to find key factors to sustaining customer satisfaction management from MB (Malcolm Baidrige) perspective. We suggest the research model which includes five categories of MB, that is, CS leadership, VOC system, Customer-oriented HRM (Human Resource Management), C5M evaluation system, Sustaining of CS innovation, and set ten hypotheses. The authors collect data from 167finns in various industries such as whole and retail, finance and insurance, telecommunication, transportation, and hospitals. Consequently, the results show that CS leadership has an effect on VOC system, Customer-oriented HRM (Human Resource Management), CSM evaluation system positively. VOC system, Customer-oriented HRM (Human Resource Management), C5M evaluation system take positive effects on Sustaining for CS innovation. Sustaining for CS innovation takes positive effects on result of process and human resource result.
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서창적 ( Chang Juck Suh ),황혜미 ( Hye Mi Hwang ) 한국품질경영학회 2011 품질경영학회지 Vol.39 No.1
The purpose of this research is to find key factors to invigorate customer satisfaction management from TQM perspective. Consequently, the results show that CS leadership has an effect on team competency, CS evaluation and feedback, and customer information system positively. Team competency and CS evaluation and feedback take positive effects on improving activities for customer focus. Improving activities for customer focus takes positive effects on result of customer satisfaction significantly.
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