Inter-Satisfaction between Website and Automated Call Distribution (ACD) Systems

Websites and an Automated Call Distribution (ACD) system in a call center are both considered important customer relationship technologies. Integrating concepts from information systems quality and trust transference theory, this paper introduces the concept of inter-satisfaction: the extent to which customer satisfaction with a website leads to satisfaction with an ACD and vice versa. It is hypothesized that dissatisfaction with either the website or the ACD influences potential brand-switching behaviors. A model, largely drawing upon concepts of user satisfaction as developed in information system research, is presented. The model is then tested using data from passengers using Low Cost Carriers (LCCs) in South Korea, specifically 366 passengers at the Jeju International Airport, who experienced both their airlines’ website and call center. A structural equation modeling analysis demonstrates that satisfaction with the website transfers to satisfaction with the ACD system, but not vice versa, and that only dissatisfaction with the website creates a brand-switching intention.     

The predictors of subjective career success: an empirical study of employee development in a Korean financial company

Subjective career success has recently been discussed widely in the academic field of career development. The purpose of this study was to investigate the predictors of subjective career success. It examined the effects of the calling work orientation, the individual's career‐enhancing strategy and the organizational learning climate on the subjective career success of 253 employees in a company in the Korean financial sector. The results identified three significant predictors of subjective career success: creating opportunity, calling work orientation and continuous learning. Among the significant predictors, creating opportunity – part of the individual's career‐enhancing strategy – proved to be the best predictor of subjective career success. Conclusions were drawn and implications and limitations discussed.     

The effects of leader‐member exchange and employee learning on perceived employability

In today’s rapidly changing society, the critical issues for organizations are how to attract individuals with high‐level employability and what role to play in maintaining and enhancing that employability. This study primarily aimed to investigate the effects of leader‐member exchange and employee learning on perceived employability. The literature review showed that leader‐member exchange is about the mutual relationship between the leader and members of an organization, and that employee learning consists in the individual employees’ continuing learning behaviours. The data for this study were collected from 257 South Korean insurance company employees. The study findings demonstrated that leader‐member exchange has a significant positive influence on the one dimension of perceived employability: corporate sense. Employee learning, on the contrary, was shown to have statistically significant positive effects on all the five dimensions of employability. Conclusions were drawn, and the implications and limitations of the study are discussed.     

Virtual destination image: Testing a telepresence model

Telepresence is a concept originally developed in virtual reality research. Telepresence is the feeling of being there. This paper describes how researchers can use telepresence to expand previous models of destination image formation, producing an initial model of virtual destination image formation (VDIF). The findings of this study confirm previous fundamental models of the formation of destination image. The study also suggests that, whereas previous research shows that travel information directly influences the formation of image without a mediator, telepresence can act as a mediator in online environments. The study shows that the presence of varied Web-mediated information can act as a positive influence on telepresence, and indirectly lead to a positive virtual destination image. The study was done in collaboration with Tourism Tasmania, and data from 328 respondents was used to validate the model of VDIF. The paper presents contributions to researchers as well as practical advice for developers of destination marketing websites.     

The changing pattern of SME's innovativeness through business model globalization

Globalization has forced small and medium enterprises to change business models with new innovative capabilities. However, it is not clear what those old and new business models are let alone capabilities. Challenging this, we suggest a way of identifying principal types of those business models, and of finding evolving paths of SME's business models with the changing pattern of innovativeness. Based on a survey result of 400 Korean SMEs, four principal types of business models are identified and characterized by distinctive innovativeness. Also, through interviews and additional surveys on 30 globalized SMEs, the four evolving paths of SME's BMs are explored. For small and medium enterprises, our research can be used not only as a strategic reference, but also as a policy tool to design government-funded supporting programs.