A Study on Customer Satisfaction Factors of Supply Chain Management Support Center(SCSC)

Byung-Mo Coo 한국유통과학회 2018 The Journal of Industrial Distribution & Business( Vol.9 No.2

Purpose – This study centers on field surveys aimed at deriving the customer satisfaction factors of customer support centers that are positioned between suppliers and consumers in the supply chain. They consists of manufacturing, sales, distribution, consumption and collection, and that are in charge of core functions for suppliers’ customer satisfaction management and consumers’ satisfaction with consuming activities. Research design, data, and methodology – The customer satisfaction factors of customer support centers were derived through literature review and expert opinion surveys, and a questionnaire was developed through a process of the refinement of variables using pilot tests and 330 questionnaire sheets were distributed. The questionnaire sheets were collected and opinions in them were analyzed using fuzzy AHP methodology. Results – Three factors, which are turnover intentions, motivation, and job satisfaction, were derived as customer satisfaction factors of customer support centers, and the ranking relationships of these three factors were analyzed. In addition, the ranking relationships among six execution variables of turnover intentions, 10 execution variables of motivation, and 10 execution variables of job satisfaction were analyzed using fuzzy AHP methodology to obtain quite significant results. Based on the results of this study, three implications in the three strategic aspects and an implication in the academic aspects are presented. Conclusions – Motivation and job satisfaction, job satisfaction and turnover intentions, and motivation and turnover intentions are not formed by independent or different factors or environments. They are in the same context with each other (maintaining high correlations) and are in the relationships of virtuous circles in which they complement each other.

Improvement Factors on Management Performance of Global Distribution Franchise Firms

Byung-Mo Coo 한국유통과학회 2018 유통과학연구 Vol.16 No.3

Purpose – The purpose of this study is to derive the performance improvement factors of courier corporations that operate global franchise systems as business strategies through their brands and to determine. Research design, data, and methodology – In the first study, 129 valid questionnaire sheets were analyzed. In the second study intended to determine whether the four performance improvement factors derived in the first study have positive effects on franchisees’ business performance, 781 valid questionnaire sheets secured from six GDFFs were analyzed using AMOS analysis. Results – In the first study, four performance improvement factors were derived. In the second study, hypotheses regarding whether the performance improvement factors: leadership, communication, education and training, and brand, have positive effects on franchisees’ business performance were tested, and as a result, one hypothesis was rejected and three hypotheses were adopted. Conclusions – The first and largest contribution of this study is that it derived performance improvement factors from GDFFs. The second contribution is that it determined whether the performance improvement factors that were derived have positive effects on franchisees’ business performance with tests. The third contribution is that it created significant implications in terms of other studies, research value, and applications in industry fields.

An Impact Study on Successful Export Strategies: Global Supply Modes

Byung-Mo Coo 한국유통과학회 2018 유통과학연구 Vol.16 No.1

Purpose - Recognizing the importance of small and medium enterprises and venture enterprises for the domestic economy, the purpose of the present study is to select factor termed export modes from among various export success strategies and factors that can help those enterprises secure export competitiveness in the world market to analyze the effects of export modes on the amounts of exports and periods until export after the foundation of those enterprises. Research design, data, and methodology - A structured questionnaire was used as a tool to derive the purpose of the study, and a questionnaire survey was conducted using a mobile survey technique that facilitated the distribution of questionnaire sheets and the collection of results. The main methodology used is crossover analysis, and the regression analysis technique was applied to verify the study results derived, thereby securing the reliability and validity of the final results derived. Results - Small and medium venture enterprises with shorter periods of time until the first export success after establishment adopted direct export modes more frequently, and those enterprises with larger amounts of the first export after establishment adopted direct export modes more frequently. The results of quantitative analysis, indicating that 66.1% of those enterprises with an export amount exceeding one billion won adopted direct export modes, can be said to support the foregoing. The crossover analysis results derived as such were reanalyzed using the PPML regression analysis technique to quantitatively identify that the amounts of the first export of enterprises that adopted direct export modes were larger than those of enterprises that adopted indirect export modes by 120%. Conclusions - The present study implies differentiated values in three aspects. First, the present study investigated and presented the export success factors and strategies of small and medium venture enterprises in a total of 14 countries in the Asian region, European region, North American region, African region, and South American region. Second, it intensively investigated five export modes to identify and verify that they were affecting the export success of small and medium venture enterprises. Third, based on the results of the investigation, the present study presented two marketing implications in the pragmatic aspect.

A Study on the Effects of SMVEs Export Modes on Export Amount and Period

Byung-Mo Coo 한국유통과학회 2018 The Journal of Industrial Distribution & Business( Vol.9 No.1

Purpose - This present aims to analyze the effect of export modes on initial export amount and time to export by selecting export modes among various success strategies and factors. Research design, data, and methodology - It surveyed 980 small and mid-sized venture enterprises across Korea. The export modes and its impact on exports through frequency analysis and cross analysis, and validated through a PPML(regression analysis applied the enterprise growth model) analysis. Results - Five export modes were investigated : direct export, indirect export, transfer from direct export to indirect export, transfer from direct export to indirect export, and parallel export to indirect export. It was found that SMVEs that exported directly from establishment to initial export had the shortest period, and also had the highest export price Conclusions - From a marketing point of view, it took an average of 1.6 years to switch from export directly to indirect export or directly export, and the reason for the export modes conversion was to supplement export specialists and improve export competitiveness. And the export amount and time period that SMVEs establishes and export is a significant factor in export success strategy and there has been few prior study in export modes.

A Study on the Differences in LDSP Business Models between Korea, United States, Japan, and China

구병모(Byung-Mo Coo) 한국물류학회 2023 물류학회지 Vol.33 No.2

본 논문은 최근의 디지털 전환, 디지털 트윈, 공유경제, 공유경제 비즈니스 모델, 물류 O2O, 물류디지털 플랫폼, 물류 디지털 공유플랫폼 등에 부합되고 범 산업분야의 제4차 산업혁명시대의 핵심기술인 AI, Big Data, AMR, AGV, UAM 등과 공동사용 및 협업이 가능한 대상을 연구한 결과이다. 핵심적으로 연구한 분야는 온라인기반의 물류 공유 경제 비즈니스 모델(Logistics digital sharing platform, LDSP)이다. 한국의 LDSP를 기준으로 미국, 일본, 중국을 대표하는 기업들을 연구의 대상으로 하여 동 분야 모델을 연구하였다. 코로나19 팬데믹의 영향으로 출장연구 대신 온라인, 서지연구, 해당국가 전문가 참여연구, 해당국가에 설치된 한국법인장 등을 대상으로 일반 및 심층인터뷰 등으로 연구하였다. 연구방법론으로 비즈니스 모델 캔버스(Business Model Canvas, BMC)를 사용하여, BMC의 9개 구성요소를 핵심인자로 국가별 LDSP 비즈니스 모델을 비교의 수단으로 사용하였다. 연구결과 한국과 미국의 LDSP에서는 VP, CRM, RS, KA, KP에서 차이점이 도출되었고, 일본의 LDSP에서는 VP, CRM, RS, KR 요소에서 차이점이 연구되었다. 중국의 LDSP와 비교결과에서는 VP, CRM, KA 구성요소에서 상이점이 도출되었다. This paper is the results of studies of subjects that accord with the recent digital transformation, digital twin, sharing economy, logistics O2O, logistics digital platform, etc., and can be jointly used and can collaborate with AI, Big Data, AMR, AGV, UAM, etc. The core studied field is the logistics digital sharing platform(LDSP) business model, which is called an online-based logistics sharing economy business model. Based on South Korean LDSP, the models in the same field were studied with companies representing the United States, Japan, and China. Due to the influence of the COVID-19 pandemic, instead of studies abroad, studies were conducted with online, bibliographic studies, studies in which experts in the relevant country participated, and the heads of South Korean corporations installed in the relevant countries through general and in-depth interviews. Using the business model canvas(BMC) as a research methodology, nine components of the BMC were used as a means of comparison of LDSP business models by country as key factors. As a result of the study, differences were derived from components VP, CRM, RS, KA, and KP in the LDSPs in South Korea and the United States, and differences in components VP, CRM, RS, and KR were studied in the Japanese LDSP. In comparison with LDSP in China, differences were derived from components VP, CRM, and KA.

물류 프랜차이즈 본사와 대리점의 성과향상 및 관계 유지,강화를 위한 요인도출에 관한 연구 -국내 택배산업을 중심으로-

구병모 ( Byung Mo Coo ),여기태 ( Gi Tae Yeo ) 한국물류학회 2011 물류학회지 Vol.21 No.1

국내에 택배산업이 정부의 공식적인 허가에 의해 개시 된 것은 1992년 6월이다. 일본의 야마토 택배를 모델로 한진그룹에 의해 도입된 택배산업은 매년 급격한 성장세를 이어가고 있다. 2000년 1억1천만 박스 정도였던 시장이 2010년엔 13억7천만 박스 정도를 처리하여 연평균 성장률(CAGR)이 28%에 이르고 있는 산업매력도가 큰 성장산업이다. 뿐만 아니라, 진입초기 직영체제였던 집하 및 배송조직 또한 1995년 말부터 대리점체제로 전환되기 시작하여 2010년 12월 현재 95%이상이 비직영 대리점 형태인 프랜차이즈 체제로 전환 운영되고 있다. 그러나 20년 가까이 된 현재까지 택배프랜차이즈 시스템 측면의 학문적 연구는 극히 미흡하다. 특히 본 연구는 선행연구가 미진한 본사와 대리점의 성과향상을 위한 요인을 연구 개발하여 학문적·실용측면에 도움이 되는 결과를 제시하는 것을 목적으로 하였다. 요인도출을 위해 Pilot Survey, 요인분석, 신뢰도 분석, 상관관계 분석을 이용하였다. 분석결과, 본사의 관계강화 활동 요인으로 본사 관리자리더십, 커뮤니케이션, 교육훈련, 브랜드가 도출되었고, 대리점과의 관계유지 및 강화 요인으로 관계결속 및 몰입 요인이 추출되었다. 부가하여 본사의 관계강화 활동과 대리점과의 관계유지 및 몰입의 결과로 나타나는 대리점의 성과만족 및 본사와의 재계약의도 요인 등을 발굴하여 총 8개요인 37개 변수를 확인하였다. This study is aimed to select factors which contribute to outcome improvement, relation maintenance and reinforce between franchiser and franchisee in Korea courier logistics franchise system. Using the factor analysis, validity test and corelation test, eight factors and 37 variables were drawn out. Detailed explanation about selected factors are as follow: First, four factors and 12 variables were identified as the support factors which should be supported from the franchiser for agency outcome elevation. The four factors are ``the manager leadership``, ``an efficient communication``, ``an education and training program`` and ``the brand power``. Second, two factors and nine variables were obtained to help the relation maintenance and reinforce between franchiser and franchisee. Two representative factors were the solidarity and immersion in relation. Third, two factors and eight variables were produced in terms of continuance transaction intention. Two representative factors were the outcomes of satisfaction and re-contract intention.

통화품질에 영향을 미치는 요인에 관한 실증연구 -국내 택배산업의 콜센터 상담원을 중심으로-

구병모 ( Byung Mo Coo ),여기태 ( Gi Tae Yeo ),박지영 ( Ji Yeong Pak ) 한국물류학회 2010 물류학회지 Vol.20 No.1

택배물류 본사의 관계지향성이 대리점의 경영성과에 미치는 영향 연구

구병모(Byung-Mo COO) 한국SCM학회 2012 한국SCM학회지 Vol.12 No.1

Though Korean courier logistics industry is the service franchise business by focusing benefits which covers distribution and logistics about 20-year-history since June 1992, but the precedent researches in the aspect of franchise organization were absolutely insufficient. This study approaches to distribution logistics in the aspect of organization of franchise as well as is the empirical research thesis to investigate the influence of supervisor leadership which was established to aim relationship for the agencies by focusing headquarter, communication, educational training, and brand on management performances such as satisfaction compared to investment of agencies, satisfaction of service of customers, satisfaction of employee of agencies etc. For this study, survey was carried two times, and as result of the first questionnaire, 129 effective questionnaires were withdrawn and it was carried out factorial analysis, reliability analysis and correlation analysis, so four factors to directivity of supervisor relationship, and as for measurement, it was used each four factors for supervisor leadership , communication, educational training and brand, and each four factors for management performance of agencies and re-contraction intention. The results are as follows: First, as for supervisor leadership, it was not established significant relationship of influence on management performance of agencies, and second, communication had significant influence on management performance of agencies. Third, it was investigated that educational training had positive (+) relationship of influence on management performance of agencies, and fourth, it was supported that brand had positive influence on management performance of agencies. And last, it was supported that management performance of agencies had significant influence on re-contraction intention.

유통물류 프랜차이즈 본사와 대리점의 관계결속과 몰입이 경영성과와 재계약의도에 미치는 영향 연구 -택배산업을 중심으로-

구병모 ( Byung Mo Coo ),여기태 ( Gi Tae Yeo ),곽봉환 ( Bong Hwan Kwak ) 한국물류학회 2011 물류학회지 Vol.21 No.5

택배산업은 2010년 까지 연평균 28% 정도의 고성장을 보이고 있다. 하지만 1개의 본사가 가맹점인 대리점을 400개 이상 관리하는 프랜차이즈 형태를 갖고 있으며, 연간 매출액이 1억 5천만원에 미치지 못하는 대리점이 전체의 42.7%를 차지하는 등의 영세성을 면하지 못하고 있다. 이러한 측면에서 본 연구는 본사와 대리점의 상생발전을 도모하기 위하여 대리점과 본사의 관계결속, 대리점의 몰입, 대리점의 경영성과, 재계약 의 도 등 총 4개요인 간의 영향을 분석하였다. AMOS 18.0을 이용하여 요인 과 변수 간의 영향관계를 분석한 결과, 첫째, 본사와 대리점의 관계결속 은 대리점의 경영성과와 재계약의도에 유의한 영향을 미침을 확인하였다. 둘째, 대리점의 몰입은 대리점의 경영성과와 재계약의도에 정(+)의 관계 가 성립됨을 확인하였다. 셋째, 대리점의 경영성과는 재계약의도에 정(+) 의 유의한 영향관계가 있음을 증명하였다. Parcel delivery service industry has been enjoying 28% of high growth rate per annum until year 2010. However, it has structural problems that one franchiser has excessive number of franchisees and the amount of the total sales for 42.7% of franchisee are under 150 million won. In this respect, this study aims to analyze the influence effects among key success factors such as ``relationship commitment between franchiser and franchisee``, ``absorption of franchisee``, ``management performance of franchisee``, and ``re-contraction intention``. Using the AMOS 18.0, the meaningful results are drawn out as follow: firstly, ``relationship commitment between franchiser and franchisee`` significantly influence on ``management performance of franchisee``, and ``re-contraction intention``: secondly, ``absorption of franchisee`` effects positive influence on ``management performance of franchisee``, and ``re-contraction intention``: finally, ``management performance of franchisee`` also affects positive influence on ``re-contraction intention``.

Factor Development of Goods Handling Quality in Cross Docking Logistics Terminal

구병모(Coo, Byung-Mo) 한국물류학회 2012 물류학회지 Vol.22 No.4

본 연구는 크로스도킹 터미널에서 하차, 분류, 가공, 상차 등 순서별 공정에서 화물을 취급할 때 정형보존의 정도, 정품유지의 정도, 연계되는 터미널 간 정시성의 정도를 화물취급품질이라고 정의하고, 동 화물취급 공정에서 화물취급품질의 요인을 찾고자 하는 것을 목적으로 하며, 산업체 종사자를 대상으로 설문지법을 이용하여 조사한 실증연구 논문이다. 전문가의견조사(Key Informant Survey)와 선행연구를 참고하여 작성한 설문지는 2012년 7월 30일부터 동년 8월 20일까지 실시하여 138매의 유효설문지를 회수하였다. 회수한 설문지는 변수정제과정과 요인분석, 신뢰도분석, 요인간의 상관관계분석을 실시하였고, 모든 부분에서 통계적으로 유의한 조건을 만족시키는 변수를 가지고 분석한 결과, 크로스도킹 터미널에서 화물취급품질 요인을 측정할 수 있는 25개 변수와 8개 요인을 도출하였다. 도출된 8개 요인으로는 터미널의 순기능, 종사자의 급여수준, 종사자의 작업환경, 계절과 날씨, 종사자의 의식 및 행동적 특성, 종사자의 근속기간, 종사자의 성별, 취급화물의 특성 등 이었다. 시사점으로는 산업체인 크로스도킹 터미널의 운영을 위탁하는 사용회사측면, 운영을 위탁받아 종사자를 수급 및 운용하는 공급회사측면, 그리고 학계의 선행연구측면에 기여할 것으로 기대한다. This study aims to find the factor of cargo-handling quality that influences on the handled cargo in the sequential order of process such as unloading, sorting, processing and loading, etc. at the Cross Docking Terminal, and it is the paper of empirical study that investigates by using questionnaire survey targeting the industrial workers. The questionnaire that was drawn by referring expert opinion survey (Key Informant Survey) and advanced research was distributed from July 30 to August 20, 2012 and 138 effective questionnaires were collected. The process of cleaning variables, factor analysis, reliability analysis and correlation analysis among factors were performed against the collected questionnaires, and as the result of analyzing the variables that satisfy the statistically-meaningful conditions in all aspects, 25 variables and 8 factors that can measure the factors of cargo-handling quality at the Cross Docking Terminal were withdrawn. 8 withdrawn factors were the right function of terminal, salary level of the workers, working environment of the workers, season and weather, characteristics of workers, service period of workers, gender of workers and characteristics of handled cargo. It is expected that it contributes to the aspects of using companies, supplying companies that are industries and advanced research of academic world as the implication.