고객가치 창조와 기업의 사회적 책임 이행: 에넥스의 고객중심 경영The Customer Value Creation and Corporate Social Responsibility: Customer-oriented Management of ENEX
- Other Titles
- The Customer Value Creation and Corporate Social Responsibility: Customer-oriented Management of ENEX
- Authors
- 노용휘; 최정일
- Issue Date
- Sep-2018
- Publisher
- 한국품질경영학회
- Keywords
- Core Competence; Corporate Social Responsibility; Customer-Oriented Management; Customer Value; Kitchen Furniture
- Citation
- 품질경영학회지, v.46, no.3, pp.695 - 706
- Journal Title
- 품질경영학회지
- Volume
- 46
- Number
- 3
- Start Page
- 695
- End Page
- 706
- URI
- http://scholarworks.bwise.kr/ssu/handle/2018.sw.ssu/31264
- DOI
- 10.7469/JKSQM.2018.46.3.695
- ISSN
- 1229-1889
- Abstract
- Purpose: This study investigates success factors of ENEX which is a leading company in the kitchen furniture industry in South Korea, based on the perspective of customer satisfaction and corporate social responsibility.
ENEX has grown to a successful mid-sized firm with competitive technology as a result of pursuing customer- oriented management since its establishment in 1971.
Methods: Recognizing the importance of customer satisfaction, this study analyzed several cases of customer- oriented management of ENEX and interpreted their findings.
Results: The successful embedment of customer satisfaction DNA in the whole organization is a major success factor of ENEX. It has been applying 7 WISE policy to all business processes from the product development to after-service to create customer value. Also, top management has fully exercised leadership to make customer-oriented organization, leading to ENEX being a competitive firm to provide products and services which can impress customers.
Conclusions: ENEX has conducted various social activities based on corporate social responsibility. This study would also provide meaningful insights to understand the importance of customer-oriented management.
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