job satisfaction digital business company in Egypt
222089567
Customer brand engagement impact on brand satisfaction, loyalty, and trust in the online context. Egyptian Banking Sector
This study measures the impact of customer brand engagement (CBE) on brand satisfaction, loyalty, and trust through the online brand experience in the Egyptian banking sector based on the customers' perspective. Electronic questionnaires were developed to collect data. Data collected from 392 questionnaires was analyzed by means of Structural Equation Modelling (SEM) Findings indicated that CBE has a significant positive impact on brand satisfaction, trust, and loyalty respectively via the online brand experience. This study contributes to knowledge development by focusing on the importance of CBE and its consequences in the online service sector, which is still uncovered. Besides, this study offers guidelines to the service providers with valuable meanings for CBE to enhance brand's satisfaction, trust and loyalty via developing a unique online brand experience particularly in the Egyptian banking sector, which is witnessing now a new era of digital transformation. Corresponding author: Heba Sadek Email addresses for the corresponding author: heba_sadek@yahoo.co.uk First submission received: 9th June 2020 Revised submission received: 17th June 2020 Accepted: 25th June 2020 Introduction In the current competitive business environment, brands have been vital in strengthening relationships with customers to achieve a great success of businesses (Hollebeek et al. 2016) It has become essential to the organizations to provide brand value and superior services in the hope of engaging their customers more (Potdar et al. 2018) The customer's role in the interaction with the brand is at the center of the engagement concept (Patterson et al. 2006) Engagement with the brand is vital for the long lasting brand customer relationship, particularly for service brands (Chang and Fan, 2017; Potdar et al. 2018; Algharabat et al. 2020) CBE is an emotional state that includes a customer's passion and desire for the brand (Brodie et al. 2011) This concept depends on the significance of participating customers in cooperative and co creative experiences (Bijmolt et al. 2010; Brodie et al. 2011) Thus, CBE can provide both unique and memorable brand experiences, which will help in developing brand trust, satisfying customers, and promoting brand loyalty (Brodie et al. 2013; Hollebeek et al. 2016; Hollebeek et al. 2018; Iglesias et al. 2019) Currently, the advancement of the internet and the shift toward digital transformation have contributed to the progress of CBE and brand experience (Wirtz et al. 2010; Algharabat et al. 2020) Keeping an effective engagement with the user via frequent online interactions remains a vital issue for developing a unique and creative brand experience (Iglesias et al. 2019) Despite the importance of this topic, previous studies such as Mollen and Wilson (2010) Hollebeek et al. (2014) Dessart et al. (2015) Dwivedi (2015) Zhang et al. (2017) and Iglesias et al. (2019) mentioned the need to provide a clear understanding of CBE and its consequences in a specific sector. Thus, this paper focuses specifically on the banking sector in Egypt due to its great importance and its vital role in the economy. Egypt has the biggest banking sector in North Africa (Oxford, 2019) The banking sector in Egypt is one of the oldest and largest in the region. It is one of the key pillars of the Egyptian economy. Since, it plays a crucial role in the development process in Egypt (El Essawi and Abd El Aziz, 2012) Journal of Business and Retail Management Research (JBRMR) Vol. 14 Issue 3 July 2020 www.jbrmr.com A Journal of the Centre for Business Economic Research (CBER) 23 Egyptian banks keep evolving and adapting new technologies because today, customers are more influential. Customers can switch from one bank to another if they were not satisfied with the service. In Egypt, 75% of banks offer internet banking services. And investing in technology is the future for the banking sector (Brussels Research Groups, 2019) Consequently, the severe competition and technological advancement have led the Egyptian banks to change their focus from service oriented services to customer oriented ones, which highlighted the need to focus more on CBE in the online banking context. Besides, the previous studies were conducted in the European context and did not take into consideration the CBE, the online brand experience, and its consequences, namely brand satisfaction, loyalty, and trust in a single study. The purpose of this paper is to provide a better interpretation and to fill the gaps found in the previous studies by focusing on the role of CBE on building brand satisfaction, loyalty, and trust via the online brand experience in one research model in the Egyptian banking sector. This study is organized as follows: First, the literature review of CBE, online brand experience, and their consequences. Second, the research methodology. Third, the results and analyses. Fourth, the discussion of the results followed by theoretical and practical implications. sixth, the conclusion and finally limitations and future directions are presented. Literature review Customer Brand Engagement Customer engagement is a recurring interaction that takes place between a customer and an organization; this interaction reinforces the emotional, physical and or psychological relation the customer has with the organization (Phang et al. 2013; Hollebeek et al. 2014) Based on the above, customer engagement has been linked to improving corporate performance (Jaakkola and Alexander, 2014) gaining better competitive positions (Kumar and Pansari, 2016; Gong, 2018) creating new markets (Storbacka et al. 2016) and, boosting satisfaction of the customer and increasing loyalty and trust in the brand (So et al. 2014) Customer engagement is also linked to brand performance indicators such as sales development, customer participation and customer feedback (Sawhney et al. 2005; Bowden, 2009; Kumar et al. 2010; Van Doorn et al. 2010) other factors can also be attributed to engagement among them are cost reductions, superior profitability, brand recommendations and improved co creative experiences (Bijmolt et al. 2010) It has been proven that a customer engagement with a brand is not just the process of interaction between the customers and brands rather it is a fundamental tool in developing deeper customer brand relationships. (Van Doorn et al. 2010; Hollebeek, 2011; Pratomo and Magetsari, 2018) Co creation is what happens when the customer shows impulsive, unrestricted and flexible behaviors that exclusively customize the customer brand experience (Lusch and Vargo, 2006; Sprott et al. 2009) To develop customer engagement with a brand, it is also crucial for the brand organization to make marketing efforts (Ong et al. 2018; Prentice et al. 2019) Particularly in the service sector, as service companies provide intangible products that are hard for customers to realize before purchase. Consequently, studies recommend engaging customers in actions other than exchange, boosting a wider and more positive brand experience (Solem and Perderson, 2016) Currently, due to the internet companies can easily establish an ongoing dialogue with customers and develop an online experience toward the brand (Sawhney et al. 2005) Most of the earlier studies viewed the brand experience as a consequence of CBE (Vivek, 2009; Ramaswamy and Gouillart, 2010; Brodie et al. 2011; Hollebeek, 2011; Hollebeek et al. 2014) Therefore, the company needs to enhance CBE to create a unique online brand experience (Pratomo and Magetsari, 2018) In the online banking sector, Nysveen and Pedersen (2014) suggested that building unique and favorable brand experiences and co creation involvement should help to engage customers with the brand. Thus, a bank can create a positive and constructive online banking experience by improving the CBE of the bank's brand (France et al. 2016) Thus, based on the above arguments, the researchers assume that CBE impacts online brand experience and thus propose the following hypothesis: H1. CBE has a significant positive direct impact on customer's online brand experience. Journal of Business and Retail Management Research (JBRMR) Vol. 14 Issue 3 July 2020 www.jbrmr.com A Journal of the Centre for Business Economic Research (CBER) 24 Online Brand Experience Brand experience can be described as the view of the customers, at every contact they perform with the brand, it can be through advertising, during the first face to face interaction, or shown in the level of quality and personal care they receive (Alloza, 2008) Brand experience is shown in the customer's spontaneous feelings of the brand (Kabadayi and Alan, 2012) Studies suggest that from the customer's point of view brand experience is essential for a holistic evaluation of the brand (Nysveen et al. 2013, Khan and Rahman, 2015) When a brand can deliver unique and favorable brand experiences, it can distinguish itself apart from competitors and attain its objectives (Brakus et al. 2009) The brand experience differs in its power and can be either positive or negative, with extensive influence on customer behavior (Brakus et al. 2009) Rapid action and timed reply to negative commentaries as well kind attitude to customer complaints generate sincere effect on the customer's mind. This helps companies achieve promising insights of their brand and enriches their customer understanding. The company can attempt to more impact customers by offering a superior experience, consequently generating customer confidence, which will lead to customer loyalty (Potdar et al. 2018) Brand experience doesn't stop at products and services in the marketplace; it is also originated from the online searching of products or services (Brakus et al. 2009) The development of communication technologies has resulted in online brands that bring online brand experiences to customers (Ha a
Heba Sadek Heba El Mehelmi
104431449
THE IMPACT OF THE QUALITY OF THE WORK SYSTEMS OF THE EGYPTIAN ELECTRICITY HOLDING COMPANY ON THE PRODUCTIVITY OF HUMAN RESOURCES
The focus on human resources has been increasing in contemporary administrations, where management has found the important role that these resources play in helping to achieve departmental objectives. The work environment is one of the important aspects of the success of modern business institutions and institutions, which are currently receiving increasing international attention, since the satisfaction of the employees of the organization with the work environment is reflected in their efficiency and performance, and thus the success of the institution. The research aims to evaluate the impact of the quality of the work systems of EEHC on the productivity of human resources. The researchers compared the productivity of the worker with the holding company and three regional electricity companies to ensure that there is a decrease in the productivity of the employee in the holding company. The research examined the relationship between the quality of work systems and the productivity of human resources. In order to test the imposition of the study, the descriptive and analytical approach was adopted. A number of scientific papers were prepared in the same field of study and a collection of books, references and annual reports of the companies in question. The researchers used a number of key tools such as personal interview and survey, where a field study was conducted on the General Office of the Holding Company and a group of electricity companies, The Egyptian Electricity Transmission Company, the Cairo Electricity Production Company, the South Cairo Electricity Distribution Company to prove the hypothesis of the research. The researchers designed a survey form for the purpose of collecting data and surveying the views of a sample of the employees of these companies. Groomed valid forms of analysis of 492 form, the researchers adopted in collecting data on the stratified random sampling method. The study confirmed that there is a fundamental relationship between the quality of the work systems and the productivity of human resources in addition to other results showed by the statistical analysis of the survey that was distributed. The study recommended that the new worker should be informed of the work regulations as well as the code of conduct when he receives the work so that he is fully aware In accordance with the current conditions of the company, as well as reviewing the current procedures of the company and simplify them to reduce the time required to perform tasks and prepare a manual of procedures for each job Which is easy to refer to when needed and is a means of understanding the procedures for the implementation of tasks for the newly employed worker.
Ahmed Mandour S H and Salam H A Abdel Aziz
221690447
The Role of Social Media in Business Transformation Strategies (Development and Validation of the Social Media Commerce Model)
The rise of social media in the digital era is considered important for anybody because it helps people to communicate and share information with each other online. Because it has become a necessity, it is not surprising that the number of social media users has increased. This also has an impact on increasing various online activities, including business activities. The ease of sharing information and communicating through social media can help entrepreneurs and consumers to conduct business activities or buy and sell online. This phenomenon is an inspiration for researchers to uncover the role of social media in Indonesia in business activities, knowing the factors that can influence a social media follower who initially "likes" to "buy" so that it can be developed into a social commerce model. By surveying users of social media, 547 data are collected that consists of social media entrepreneurs and social media buyers. Adapting He et al framework, the results of data analysis showed that there is enough evidence that social media has been used for business. The frequency of social media usage has strong links for a user to buy products or do business on social media. Young people such as college students tend to use social media for business more than those with higher levels of education who may already have permanent jobs. Multiple regression analysis resulted in proposed model of social media usage for business. There are five major factors that influence satisfaction and performance of doing business on social media. The results of this study are useful in the management of business operations or start up companies that use social media. Social media helps businesses to reach consumers easily and quickly without needing to spend a lot of money and energy. Keywords social media, social commerce, digital era, business transformation, business operations
Eliot Simangunsong R K Handoko
225847486
Digital Marketing Study, Through Instagram Media Case Study of Private Universities in the Tangerang Region
The rapid development of technology makes a big change to every activity carried out both individuals and organizations. The speed of information is a necessity for every individual and organization. Universities as institutions engaged in education make changes in communication to the community. In implementing the tri dharma of tertiary institutions in each of their activities, the tertiary institution utilizes social media. One of the social media chosen is Instagram because it is loved by millennials. The use of Instagram as a medium of communication has an impact on increasingly creative tertiary institutions conducting information on each of their activities. With the use of social media, tertiary institutions can inform the public about their creativity so that it impacts on public confidence in their learning activities Key word: Marketing, Digital Marketing AUTHORS PRIMANOMIS JURNAL EKONOMI DAN BISNIS VOL. 18. NO. 2 (2020) 2 PRELIMINARY The disruptive era is a state where changes occur so rapidly due to technological developments that enter every human life. The disruptive era makes technology a tool that makes it easy for humans to do their jobs and makes changes in accelerating the completion of human tasks. According to Kasali (2017: 139) the term "disruption" first emerged in the context of business, investment and finance. Changes also occur nowadays such as changes in buying behavior, changes in promotional behavior, changes in behavior and other changes. Changes that occur due to the use of technology that is so massive. The development of the internet makes the world has no boundaries of space and time in interacting in all aspects of human life. The era of the internet is able to connect one country to another without need to wait for time. In responding to rapid changes in time, Innovation is a keyword that must be done by every institution in responding to changes in circumstances and behavior. All institutions that offer products to consumers in the form of goods and services competing to innovate in establishing communication with consumers. The innovations made reach all aspects of activities such as production, marketing finance and others. Thus the use of technology in every activity must be carried out with the aim of efficiency and effectiveness of the activities that it does. University as an education industry is one of the parties who make changes in carrying out its activities. The use of technology from the aspect of learning in the presence of e learning makes it easy for students to conduct learning wherever they are. Aspects of the application of technology in terms of student administration such as student registration cards, study result cards make it easy for them to be able to access data quickly. Not only in terms of administration and learning, the marketing aspects of University also have an impact due to rapid changes in technology. Marketing is an important activity for the sustainability of institution, especially a private institution. The current marketing pattern is more advanced than the old marketing pattern. The use of information technology in college marketing activities is one of the keys to success in establishing prospective students. Thus the authors are interested in doing "Digital Marketing Study of Private Universities in the Tangerang Region" THEORETICAL BASIS UNDERSTANDING OF MARKETING According to Kotler and Armstrong (2014: 27) states The process by which companies create value for customers and build strong customer relationships in order to capture value from customers in return. From the above definition it can be interpreted that, marketing is the process by which companies create value for customers and build strong relationships with customers, with the aim of capturing the value of the customer in return. According to Kotler and Keller (2016: 27) state marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that value for customers, clients, partners, and society at large. The statement explains that marketing is an activity, regulating institutions, and processes for creating, communicating, delivering, and exchanging offers that are of value to customers, clients, partners, and society at large. Furthermore Kotler and Keller (2016: 27) said that PRIMANOMICS JURNAL EKONOMI DAN BISNIS VOL. 18. NO. 2 (2020) Versi Online Tersedia di https:/jurnal.ubd.ac.id/index.php/ds 1412 632X (Cetak) 2614 6789 (Online) 3 Marketing is a sociental proces by which individuals and groups obtain what they need and want through creating, offering, and freeing, and freely exchanging products and services of value with others. The definition explains that. Marketing is a social process where individuals and groups get what they need and want through creation, offering, and freering, and free to exchange products and services of value with others. From definiitions above. It can be concluded that marketing is an activity of communicating some of the advantages and values produced by a company to prospective buyers to match their expectations. MARKETING MIX Kotler and Armstrong (2014: 76) define the marketing mix as follows, marketing mix is the set of tactical marketing tools that the firm blends to produce the response it wants in the target market. The definition states that. The marketing mix is Consumer Characteristics Cultural, social, personal, a set of tactical marketing tools in a company blending the two produces the desired response in the target market. The marketing mix can be described as follows: 1. Product Is a combination of goods and services the company offers two target markets. 2. Price Is the number of customers to be paid to obtain a product. 3. Place Is covering the company's products available to target customers.Promosi 4. Promotion It refers to the activity of communicating the good of the product and persuading target customers. Sources: Kotler and Keller UNDERSTANDING DIGITAL MARKETING According to Gary, Wong, Philip Kotler, John Saunders, (2008) Marketing is managing customer relationships profitably. The dual purpose of marketing is to attract new customer by promising superior value and retaining current and growing customers by providing satisfaction. E Marketing or Digital Marketing according to Chaffey Mayer, (2009) is marketing that has a broader scope because it refers to digital media such as the web, e mail and Product
Indra Gunawan Tjong Se Fung Diana Silaswara
9789550
Customer Relationship Management (CRM) Practices by Small Businesses in Developing Economies: A Case Study of Egypt
This study investigates the different factors affecting Customer Relationship Management (CRM) adoption by Egyptian Small Business Enterprises (SBEs) A systematic review of extant literature on CRM adoption by SBEs was conducted both holistically, and specifically in developing countries (e.g. Egypt) The study then progresses to validate a conceptual framework of CRM practices utilising a positivist research philosophy augmented with a quantitative approach, using questionnaire survey data. Findings indicated the response rate of Egyptian SBEs was low and that SBEs' owners, marketing managers and sales managers lack knowledge about CRM practice and the different tools or forms related to it. The findings also illustrated that SBE internal and external factors have a different impact upon CRM adoption. The study provides stakeholders (including entrepreneurs, policy makers, practitioners, researchers and educators) with an invaluable insight and a deeper understanding of issues related to CRM adoption by Egyptian SBEs. This research makes an important contribution to the current dearth of empirical studies in this field. Research outcomes consolidate and clarify several pertinent issues and provide peers with direction for future research. DOI: 10.4018/jcrmm.2013040101 2 International Journal of Customer Relationship Marketing and Management, 4(2) 1 20, April June 2013 Copyright (c) 2013, IGI Global. Copying or distributing in print or electronic forms without written permission of IGI Global is prohibited. INTRODUCTION Customer Relationship Management (CRM) has attracted vast interest from researchers, policy makers and practitioners during the last two decades. Most of these stakeholders (including entrepreneurs, policy makers, practitioners, researchers and educators) consider CRM to be a quintessentially important tool for increasing an organisation's ability to gain, retain and satisfy customers through creating and sustaining good long lasting relationships with customers. CRM is thus considered to be a quintessentially important means of establishing competitive advantage. Although CRM is inextricably linked to Relationship Marketing (RM) it is also aligned to technology usage to manage the company tocustomer relationship. This trait is noticeable in the different definitions of CRM. For example, Kincaid (2003) defined CRM as "the strategic use of information, process, technology, and people to manage the customer's relationship across the whole customer life cycle" (Kincaid, 2003; p: 41) Moreover, information technology (IT) and information systems (IS) can support and integrate CRM processes to satisfy customer needs (Law, 2009) Accordingly, IT and IS facilitate efficient and effective CRM development (Kincaid, 2003) The adoption of IT, the Internet and innovative technologies (such as CRM) has attracted significant interest from stakeholders. Consequently, a number of accepted theoretical frameworks have been developed and implemented by researchers to investigate the adoption and diffusion of IT and new technologies within the business community. More recent research sought to predict enabling factors that facilitate the application of these technologies in a marketing context (Lynn et al. 2002:35; Rose Straub, 1998:39, El Gohary, 2010a) However, CRM practices and adoption in developing countries remains a relatively new phenomenon, particularly for Small Business Enterprises (SBEs) that have limited resources, bad infrastructure, strong competition and cannot afford to make unwise investments or wrong decisions. A clearer understanding of the different factors affecting CRM adoption by SBEs is needed together with an appreciation of how CRM can augment or replace traditional marketing activities and processes. Globally, SBEs make a significant contribution to economic, development and employment growth. Discovering new ways of helping SBEs to conduct business in an effective and efficient way will strengthen the global economy itself. Against this background, this paper aims to explore, analyze and develop a clear understanding of the different factors affecting the adoption of CRM by Egyptian SBEs and make a notable contribution to the current body of marketing literature. THEORETICAL BACKGROUND: CRM AND EGYPTIAN SBES The importance of SBEs is grounded in their inherent ability to generate wealth and create jobs; indeed, they bear the greatest responsibility for employment in the private sector globally. The development of SBEs is recognized as an important factor for the achievement of economic development objectives including poverty alleviation and the promotion of democratic societies. According to Mulhern (1995) 99% of all European companies are Small and Medium sized Enterprises (SMEs) with less than 10 employees and provides more new jobs than bigger companies. From 19851995, SMEs provided 66% of all employment in Europe (ibid) Similar pattern are replicated in Less Developing Countries (LDC's) with SBEs representing a high percentage of the total number of enterprises. According to the Egyptian Ministry of Trade and Industry EMTI (2010) SBEs represent a startling 84.42% of the total number of registered enterprises in Egypt. Since SBEs provide an economic engine that drives global development, they have attracted considerable academic attention. Much of this focus derives from the belief that innovation, 18 more pages are available in the full version of this document, which may be purchased using the "Add to Cart" button on the product's webpage: www.igi global.com/article/customer relationshipmanagement crm practices/77369?camid=4v1 This title is available in InfoSci Journals, InfoSci Journal Disciplines Business, Administration, and Management, InfoSci Select, InfoSci Select, InfoSci Digital Marketing, EBusiness, and E Services eJournal Collection, InfoSciSelect, InfoSci Business Knowledge Solutions Journals. Recommend this product to your librarian: www.igi global.com/e resources/libraryrecommendation/?id=2
Hatem El-Gohary David J Edwards Juanling Huang
167922004
The Mediating Role of Job Embeddedness between Internal Marketing and Turnover Intention
This study contributes to the stream of research on job embeddedness and internal marketing. Greater attention needs to be paid to understand the mechanisms and processes through which internal marketing influences work related attitudes such as turnover intention in order to develop complete understanding of the effect of internal marketing on job embeddedness. This study fills this research gap using a sample of respondents employed by telecommunication companies in Egypt. The author examines whether job embeddedness mediated the effects of internal marketing on turnover intention. Results from Structural Equation Modeling (SEM) showed that job embeddedness fully mediates the relationship between internal marketing and turnover intention. Results also support that internal marketing has obviously positive influence on job embeddedness and a clearly negative influence on turnover intention; finally, internal marketing has direct and indirect influences on turnover intention through job embeddedness. Implications for research and practice of the findings are discussed. embeddedness, scholars have been paying more and more attention to issues of job stability (Mitchell et al. 2001) Previous research has revealed job embeddedness to be a more effective predictor of employee retention than any of the other variables utilized by all of the major turnover models, including job satisfaction, organizational commitment and job alternative variables (Holtom O'Neill, 2004; Lee et al. 2004; Holtom Inderrieden, 2006) However, how job embeddedness (JE) is developed, or what factors cause employees embedded in their jobs to keep them from leavDOI: 10.4018/jcrmm.2011100103 International Journal of Customer Relationship Marketing and Management, 2(4) 38 53, October December 2011 39 Copyright (c) 2011, IGI Global. Copying or distributing in print or electronic forms without written permission of IGI Global is prohibited. ing the organization still requires investigation, a few studies focused on these factors (Bergiel et al. 2009; Chen et al. 2010) we suggest that internal marketing may be one of the factors that causes employees embedded, which in turn influences employees' turnover intention. The concept of internal marketing (IM) originated in the field of marketing research in the service industry (Berry, 1981; Gronroos, 1981) emphasizing that enterprises should value and respect their employees and regard them as internal customers. Internal marketing concept challenges traditional marketing methods, which focus on serving external customers only. The main objective of internal marketing is to help internal customers (employees) to gain greater job satisfaction, which should promote job performance and facilitate the organization accomplishing its ultimate business objectives (Chang Chang, 2007) Some researchers sustain that the IM objective is selling the firms to their employees by identifying and satisfying their needs as individuals and service providers (Vary, 1995) in order to get that they become really conscious of their services performance, IM also is a way to develop customer oriented dynamic teams (Vasconcelos, 2008) The goal of the present study is to examine the relationship between internal marketing and job embeddedness and the mediating role of job embeddedness in the relationship between internal marketing and intention to turnover. THEORETICAL FRAMEWORK AND HYPOTHESES
Mona Mohamed Sayed Ibrahim
55777619
Orchestration Roles to Facilitate Networked Innovation in a Healthcare Ecosystem
The healthcare sector is currently facing a dramatic change brought about by the digitalization of services, more effective and cost efficient care models, and selfcare promoting personalized healthcare (Caulfield Donnelly, 2013) Increased costs and the promise of connected health technologies have created a need for innovations that increase patient satisfaction. This need for new technological innovations has also created new business opportunities for companies that target the medical market. A company's success often depends on collaboration with other actors that influence the creation and delivery of their innovative technology solution (Valkokari et al. 2012) This dependency is particularly relevant in the healthcare context, where knowledge and resources need to be continuously distributed between different actors such as doctors, nurses, patients, and companies who have their specific features and motivations that need to be acknowledged. Networked innovation (i.e. negotiation in an ongoing purposeful communication and communicative process that relies on either a market or hierarchical mechanism of control; Swan Scarbrough, 2005) is needed. Then, it is not always the central stakeholders that can do the best job in combining all the different elements and managing the context related complexities, but different intermediaries may be needed for the coordination task.
Minna Pikkarainen Mari Ervasti Pia Hurmelinna-Laukkanen Satu Natti
168096298
Effect of Service Quality on Corporate Performance, Customer Satisfaction and Intention Focus on Outsourcing of Exhibition/Convention Industry
Holding conventions and exhibitions are deemed as a highly valued added services. The conventions and exhibitions industry (CEI) contributes to the development of the region in which the venues are located by creating jobs, boosting the local economics, attracting dollars and increasing tax incomes. At the same time, the international awareness of the region rises after holding an international exhibition or convention. This study investigated the effects of outsourcing services quality that employed by corporations organizing conventions and exhibitions on business performance and customer satisfaction of organizing corporations. It was found that many convention organizing corporations relied on outsourcing services for the most of the process. Given that the staff members of outsourcing companies serve as the major source of services for events, the quality of their services has much effects on the business results of hiring corporations. In this study, major factors influencing the service quality and the importance of the service quality were addressed. And the ideas for effective method for controlling the outsourcing sources were also suggested for hiring corporations and outsourcing companies.
Byung-ho Lee In-Oh Jeon
167406224
Intra ethical Characteristics Occupational Factors Impact on Business Competitiveness (Focused on Types of Construction Work)
This study is an empirical analysis completed based on a survey of the members of major construction companies and is analyzed to verify the relationship between the ethical characteristics of major construction companies and firm`s competitiveness and its effects. In this study, based on previous researches in domestic and foreign, the factors that are affected by the business ethics were analyzed, and the competitiveness of firms, which is a dependant variable, was divided into four different types: quality, price, sales, and promotion. The proposal and final conclusion regarding the relationship between job satisfaction and concentration was made after the investigation of research hypothesis. The conclusions described below:(By the Linear regression analysis) 1. The product competitiveness is affected by moral competence, will to act ethical management, transparency of fairness, customers, and social responsibility. 2. The price competitiveness is affected by will to act ethical management, transparency of fairness, customers, and social responsibility.
Dong-uk Kim In-Oh Jeon
167736307
An Institutional Approach for Application of the Contracting out in City Parks Focused on the Case Study of City Park Management of Seongnam City
One of the most fundamental jobs of contemporary government is to look into various ways of providing its citizens with the best service work. This study aims to establish a procedure through which to consign the management of city parks to private companies, thus inviting participation and satisfaction on the part of citizens. In particular, this procedure includes creating a system of selecting private managing companies, for instance, specifying standards of selection and assembling selection committees. The results of this study can be summarized as follows. First, city parks can be managed better by private companies than by local governments in terms of cost cuts, personnel training, business efficiency, and know how accumulation. The legal background for this is found in central and local legal articles. Second, it is recommended that the selection committee be composed of 6 to 9 members, both insiders and outsiders. In addition to selecting private managing companies for contracting out, the committee should under take the role of consulting on how to perform and revise selecting standards, so that they can continue to improve these procedures. Third, the decision on private management should be noticed in advance and be made based on standards considering each local government`s condition. These standards should consider the aspects of the public good, cost saving, quality of service, managing supervision, and citizen participation. The committee`s assessment takes into account both the quality and the quantity of the standards. Fourth, the contracting out for city park management should follow the order of: announcing consignment and receiving applicants, organizing selection committees and assessing applications, selecting and contracting, midterm evaluation, and re announcement and re consignment. To run city parks through the contracting out is expected to increase the number of park visitors. Additionally, private consignment will involve a participation of diverse citizenship, thus playing an important role in city parks` building of a green culture community.
Jaewook Byeon In-Ho Kim Sanghyun Shin