지속적 개선 역량, 생산유연성, 생산․마케팅 협력이 고객만족에 미치는 영향

초록

To respond to changes in the business environment, manufacturers are striving to increase flexibility throughout the value chain. Manufacturing flexibility is as an organization's ability to adjust production resources and uncertainties to meet customer needs. This study uses the dynamic capability framework to explain competitive advantage by reflecting changes in the business environment. It suggests that continuous improvement (process management, improvement-oriented) is an antecedent to manufacturing flexibility, and analyzes the relationship with customer satisfaction. In addition, it suggests that manufacturing and marketing cooperation influence the relationship between manufacturing flexibility and customer satisfaction, and performs empirical analysis. The results show that manufacturing flexibility is a major factor in increasing customer satisfaction, and among the continuous improvement capabilities, only process management capability has a significant effect on customer satisfaction. The mediating effect shows that improvement-oriented capability has an indirect effect on customer satisfaction. In addition, the moderating effect analysis confirms that manufacturing and marketing cooperation weaken the relationship between manufacturing flexibility and customer satisfaction. Finally, this study presents academic and practical implications based on these results, and discusses its limitations and future research directions.

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