The purpose of this study was to analyze structural relationships with regard to the effect of customer integration, which is a type of integration in the supply chain, and market orientation of supply chain on the resulting change in the supply chain and management performance. The results of analysis in this study are as follows: First, customer integration and market orientation had a positive effect on reducing the flexibility and uncertainty of SCM. The decreased flexibility and uncertainty of SCM had a positive effect on non-financial performance, which also had a positive effect on financial performance. Second, customer integration and market orientation had a positive effect on financial and non-financial performance indirectly by decreasing the flexibility and uncertainty of SCM. Third, the effect of customer integration and uncertainty of SCM on the flexibility of SCM changed depending on the position in the supply chain; the effect was larger in the distribution group. The implications based on the analysis results are as follows: It is expected that the ability to deal with market changes in the overall supply chain is improved by laying the foundation for cooperation through establishing information infrastructure, including sharing information with trade partners and integrating systems, and implementing customer integration based on these achievements. It is also necessary to consider the business types and characteristics of individual companies in establishing information infrastructure.

Customer integration has received considerable attention in the service literature in order to foster service innovations (e.g. Vargo & Lusch, 2004; Chan, Yim & Lam 2010; Yim, Chan & Lam, 2012; Grönroos & Voima, 2013). The changing role of the customer from being a passive consumer to becoming an active contributor during service provision and co-creator has a significant impact on numerous service firms. Customer integration is essential to many services and successful integration improves service experience of the customer and it allows development of new services in particular (Magnusson, Matthing & Kristensson, 2003; Melton & Hartline, 2010). Against this background, service industries nowadays face the challenge of dealing with new customer and employee roles in times of digitalization, increasing customer activity, changing interaction channels, and development of new business model. While the impact of employee’s customer stewardship on the employee-customer relationship has been investigated in prior studies, is unclear whether an employee’s commitment to the customer also motivates the employee to contribute to service innovation development.We propose that an employee’s level of customer stewardship represents an important requirement for organizational learning about understanding customer needs and to uncover future trends. Based on stewardship and agency theory, we develop a conceptual model proposing that idea generation, articulation, and implementation depend on employee-related factors (e.g., employee stewardship), structural factors (e.g., incentive system), and control-related factors (e.g., monitoring system). Hypotheses are tested using survey data from 390 frontline employees in financial services. Results underline the important roles of employee stewardship and organizational commitment. Insights provide managers guidance how to improve motivation of frontline employees to engage in these important behaviors.

Recently, companies are trying to gain a competitive advantage in the market to meet the voice of customer. For this purpose, QFD has been used as product development technology in many areas to include the customer’ requirements. Also, Kano model has been used to understand the customer’ requirements for an effective way. Therefore integration of Kano model and QFD can more efficiently reflect the customer’ requirements when designing a new service. This paper proposes PI index by taking into account the current satisfaction position of our company and competitors while IR (Improvement Ratio) value was set uniformity. This study suggests a more accurate index to predict potential improvements and calculates the final importance or priority. Through case studies targeted at elevator maintenance companies, we can have a general idea how much to improve in the near future and estimate the final importance of customer requirements.

A success of network integration project depends on how well we are able to provide a network implementation fulfilled with customer's requirements within an established budge. As its environment have become enlarged and distributed, the interested parties will be increased and as its customer's technologies have become generalized through a lot of learning opportunities, the requirements will be increased and its qualities will be better. Therefore, it is getting difficult to satisfy their requirements and maintain its qualities. Effectively managing conditions that are able to have effects on resources and schedule at the early requirement analysis stage due to the requirement changes at the end of the project, we are about to offer a service quality and requirement management that can fulfill with customer's requests.