고객만족경영 지속성의 핵심 운영요인과 성과에 관한 연구

다국어 초록 (Multilingual Abstract)

Successful achievement of Customer Satisfaction Management (CSM) requires development of the operating systems to sustain maintenance and activate through analyzing key success operating factors. This study examines a sustainable CSM which draws key operating factors from MB (Malcolm Baldrige) model and investigates their affects on firms` internal and external performance. Consequently, the findings are as follows: First, Customer Satisfaction Management operating system affects on sustainability of CSM, process performance and customer performance. CS leadership, customer oriented HRM (Human Resource Management), CSM evaluation system and team-work are required to achieve successful Customer Satisfaction Management. Second, sustainability of CSM affects on customer performance via process performance, sustainability index consists of two factors, CSM driving activity and CSM activity level. CSM driving activity contains mid-managers commitment, CSM team`s activity, process improvement activities, and CSM consistency. CSM activity level, formative index, contains firm`s reinforcement level of customer satisfaction, subcontractor`s education level, real time feedback of VOC (Voice of Customer). Third, process performance affects on customer performance. Process performance which contains customer`s waiting time reduction, short business time, brief decision making process, cost reduction through process improvement, process reengineering for customer needs and service environment improvement provides better service than competitors to customer. Finally, four factors of CSM operating system (CS leadership, customer oriented HRM, CSM evaluation system and team-work) also affect on customer performance.

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