회원제 스포츠서비스산업에서 조직학습 및 관계정보처리에 관한 연구
- Author(s)
- 박현우
- Issued Date
- 2007
- Keyword
- 조직학습|관계정보처리|회원제 스포츠서비스산업|스포츠산업|여가시간 증대
- Abstract
- This research was conducted to explore the impacts of the inclination for customer relationship and customer-centered management system on the relational information process, and further investigate the causal relationship between the productivity and the outcome of the corporation. For the study questionnaires were conducted with managers who provide quality services and interact with the customers in the sports industry. A total of 116 questionnaires were used in the analysis utilizing the SPSS 10.1 statistic program. The findings of the study are as follows:
First, among the membership sports companies, organizational learning and joint information knowledge brought positive and significant effects. The results suggest that in order for the membership-based sports service firms to enhance the relationships with their customers, it is effective to emphasize the objectives of the organizations, the necessity of knowledge and learning, and exchanging information. However, sharing visions and the openness of the firms did not show statistically significant effect on customer relationship aspects. The insignificant effect of shared visions on customer relationships seems to be due to the relatively small size of the firm and also because the human resource system was not efficiently organized.
Secondly, the inclination for customer relationship was shown to affect only the areas of reciprocity and obtaining information. This indicates that the efforts for the customer relationships were bringing positive effect on the mutual relationships and acquiring customer information, and yet attempts were not made to approach and apply the data to integrating and recycling the collected consumer information. On the other hand, the customer-centered systems affected the reciprocity, information acquisition, accumulation, approachability, and applicability in positive aspects. Therefore, organizational improvements through high quality service designs took vital part for the organization members to not only efficiently approach and acquire customer profiles, but also practically operated the information for future use.
Thirdly, both customer relationships and customer-centered systems significantly influenced the productivity and outcomes of the firms. The result reflects that organizations that amplify the significance of customer-centered systems and strive for positive relationships with the customers contribute greatly to the firm's enduring successful outcomes.
Lastly, the relational information process achieved successful communications and periodic meetings with the customers and further utilized the customer information obtained by mutual contacts which lead to outstanding achievement results. Especially, the information utilization was shown to be relatively more valued than mutual relationships regarding the productivity and efficiency aspects among relational information process, which suggests that strengthening information usages is highly important. Additionally, the characteristics of sports service corporations based on membership system puts greater emphasis on the optimistic relationships between internal employees and the customers. Therefore, greater accomplishments can be predicted if firms establish individualization through applying and utilizing useful information.
Consequently, not only emphasizing the mutual relationships of effective communications with the customers, but also accentuating the collection of the obtained customer information and seeking a strategic and practical use of the information would be a vital part in bringing success and prosperity to Small-Medium sized firms.
- Alternative Title
- A Study on Organizational Learning and Relational Inpormation Processes in Sports Membership Service Industry
- Alternative Author(s)
- Park, Hyun-Woo
- Affiliation
- 조선대학교 대학원
- Department
- 일반대학원 경영학과
- Advisor
- 정형식
- Awarded Date
- 2007-08
- Table Of Contents
- 제 1 장 서론 = 1
제 1 절 문제의 제기 = 1
제 2 절 연구의 목적 = 3
제 2 장 이론적 배경 및 가설 설정 = 6
제 1 절 국내 및 해외 스포츠산업 동향 및 개념 = 6
1.1 국내 및 해외 스포츠산업 동향 = 6
1.2 스포츠서비스산업의 개념 = 8
1.3 스포츠 산업의 특성 및 구조 = 9
1.4 스포츠산업의 분류 = 14
제 2 절 회원제 스포츠서비스업체의 고객관리전략 = 16
2.1 조직학습의 개념 = 16
2.2 고객관계지향성 = 18
2.3 고객중심관리시스템 = 19
제 3 절 회원제 스포츠서비스업체의 관계정보처리 및 관계성과 = 20
3.1 관계정보처리의 개념 = 20
3.2 관계성과의 의의 및 선행연구 = 25
제 3 장 연구모형의 설계 및 가설설정 = 28
제 1 절 연구의 범위 및 연구모형의 설계 = 28
1.1 연구의 범위 = 28
1.2 연구모형의 설계 = 29
제 2 절 연구가설의 설정 = 30
2.1 스포츠서비스업체의 조직학습과 고객관계지향성 및 고객중심관리 시스템 = 30
2.2 스포츠서비스업체에서의 고객관계지향성 및 고객중심관리시스템과 관계정보처리과정 = 32
2.3 스포츠서비스업체에서의 고객관계지향성 및 고객중심관리시스템과 기업성과 = 35
2.4 스포츠서비스업체에서의 관계정보처리과정과 기업성과 = 36
제 3 절 조작적 정의 및 측정 = 37
제 4 장 실증분석 = 40
제 1 절 자료의 수집 및 표본의 특성 = 40
1.1 표본의 대상 및 자료의 수집 = 40
1.2 표본의 특성 = 40
1.3 응답 업체의 특성 = 42
제 2 절 변수의 신뢰도 및 타당도 검증 = 43
2.1 변수에 대한 탐색적 요인분석 = 43
2.2 전체 변수에 대한 신뢰도 분석 = 48
2.3 전체 변수에 대한 상관관계분석 = 49
제 3 절 가설검증 및 논의 = 50
3.1 회원제 스포츠서비스업체의 조직학습이 고객관계지향성 및 고객중심관리시스템에 미치는 영향(H1-H2) = 50
3.2 스포츠서비스업체에서의 고객관계지향성 및 고객중심관리시스템이 관계정보처리에 미치는 영향(H3-H4) = 51
3.3 스포츠서비스업체에서의 고객관계지향성 및 고객중심관리시스템,관계정보처리가 기업성과에 미치는 영향(H5-H7) = 53
제 5 장 결론 = 55
제 1 절 연구결과 요약 및 시사점 = 55
1.1 연구결과의 요약 = 55
1.2 연구의 시사점 = 57
제 2 절 연구의 한계점 및 향후과제 = 58
참고문헌 = 60
설문지 = 67
- Degree
- Master
- Publisher
- 조선대학교 대학원
- Citation
- 박현우. (2007). 회원제 스포츠서비스산업에서 조직학습 및 관계정보처리에 관한 연구.
- Type
- Dissertation
- URI
- https://oak.chosun.ac.kr/handle/2020.oak/6949
http://chosun.dcollection.net/common/orgView/200000234517
-
Appears in Collections:
- General Graduate School > 3. Theses(Master)
- Authorize & License
-
- AuthorizeOpen
- Embargo2007-11-13
- Files in This Item:
-
Items in Repository are protected by copyright, with all rights reserved, unless otherwise indicated.