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정현석(Hyunsuk Joung),홍관수(Kwansoo Hong) 한국인터넷전자상거래학회 2012 인터넷전자상거래연구 Vol.12 No.1
Not all virtual communities get the successful results. In order to have desired outcomes, the users of these virtual communities should be actively involved in extensive knowledge sharing. To stimulate the active involvement, we need to research on the knowledge sharing by asking two questions, “why do online users spend time and make efforts to share knowledge?” and “what kind of environments motivate the users to share knowledge?” This paper will study factors that stimulate the users’ active participation by the social cognitive theory to analyze individual behaviors and social capital theory to analyze the environments that may facilitate the knowledge sharing. Also this study will examine the performance of the virtual community users. The survey was conducted by the most 11 active virtual communities in Naver.com, and the data were collected from 172 virtual community users through the administration of structured questionnaires. From this research, some valuable points were presented: personal characteristics in social cognitive theory and structural capital, cognitive capital, relational capital in social capital theory have been used to investigate the factors that influence knowledge sharing; the effects of knowledge sharing on virtual communities have been clarified; the relationship between knowledge sharing and performance has been verified. Reasons for and implications of these observed relationships are discussed.
서비스기업의 고객경험관리역량이 직무만족 및 고객지향성에 미치는 영향 : 은행서비스를 중심으로
정현석,Joung, HyunSuk 한국산업정보학회 2022 한국산업정보학회논문지 Vol.27 No.5
This study examines the effect of customer experience management capability of a bank and job satisfaction and customer orientation of the frontline employee in bank. The proposed research model and developed hypotheses were tested using structural equations modeling based on data collected from 321 employees working in banks. The results of the study confirm the positive effects of employee training, employee empowerment, employee evaluation, cross functional work of customer experience management capability is job satisfaction and customer orientation. But channel integration is not supported job satisfaction and customer orientation. Performance management influenced customer orientation through job satisfaction. The study provides On a theoretical level valuable insights into the customer experience management competency at the organizational unit and but there is also a limitation that firms the is limited.