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은행의 고객관계관리와 학습능력이 조직혁신성에 미치는 영향

The Effect of Customer Relationship Management and Learning Capability on Organizational Innovation in Banks

최영준|권재현
한국지식경영학회 (The Knowledge Management Society of Korea)|2016.09|지식경영연구 (Knowledge Management Research)|제17권 제3호|pp. 227-248|DOI 10.15813/kmr.2016.17.3.011

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키워드

BankInnovativenessOrganizational LearningCustomer RelationshipLearning Capability
주제분류경영학

초록

Customer satisfaction dominates research on customer-firm performance relationships; however, with a few exceptions, the authors of most prior studies did not examine the possibility that an organizations’ customer relationship management can increase its knowledge management. Building on previous literature of information processing theory and transaction cost perspective, this paper investigates the effect of various characteristics of customer relationship an organization cultivates on its own innovativeness. Specifically, we identify closeness, communication, sympathy as three critical components of managing customer relationship. Data from a multi-informant survey conducted to 442 organizations in Korean bank industry show that an organization’s relationship with its customers has significant effects on its innovativeness. This study highlights the importance of customer relationship in terms of enhancing innovations, and helps to explain interactive effects among customer relationship, organizational learning, and innovativeness.

Abstract

Customer satisfaction dominates research on customer-firm performance relationships; however, with a few exceptions, the authors of most prior studies did not examine the possibility that an organizations’ customer relationship management can increase its knowledge management. Building on previous literature of information processing theory and transaction cost perspective, this paper investigates the effect of various characteristics of customer relationship an organization cultivates on its own innovativeness. Specifically, we identify closeness, communication, sympathy as three critical components of managing customer relationship. Data from a multi-informant survey conducted to 442 organizations in Korean bank industry show that an organization’s relationship with its customers has significant effects on its innovativeness. This study highlights the importance of customer relationship in terms of enhancing innovations, and helps to explain interactive effects among customer relationship, organizational learning, and innovativeness.

참고문헌 (109)

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