서비스지향성이 종사원의 고객지향성에 미치는 영향에 관한 연구 - 관계결속의 매개효과 -
A Study on the effects of Service Oriented on customer orientation -Focused on the Mediating Effect of relationship commitment-
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The management strategies of travel agencies which are the single largest industry in the world and have a high level of dependence on human resources over other industry are increasing internal competence and focusing on the service-oriented organization structure and focusing on their competence to accomplish management results. To establish management strategies to increase the relationship commitment between travel agencies and employees, this study is to identify the effects of the service-oriented conducting in the organizational level on the relationship commitment between travel agencies and employees and on customer orientation. The results of this study, frist, it was analyzed upon the results from the influence relation of the relationship commitment(trust·satisfaction) that the service leadership and service system of a manager influenced positively. Second, it was analyzed upon the results from the influence relation of the customer orientation that the relationship commitment influenced positively, and as the results of the study on the effects of service-oriented on the customer orientation, it was analyzed upon the results from the influence relation of the customer orientation that the factors of service leadership and service system influenced positively. This finding could be useful to establish the management strategies of travel agencies as well as to find a new direction and to solve problems of the general management strategies of travel agencies.
Abstract
The management strategies of travel agencies which are the single largest industry in the world and have a high level of dependence on human resources over other industry are increasing internal competence and focusing on the service-oriented organization structure and focusing on their competence to accomplish management results. To establish management strategies to increase the relationship commitment between travel agencies and employees, this study is to identify the effects of the service-oriented conducting in the organizational level on the relationship commitment between travel agencies and employees and on customer orientation. The results of this study, frist, it was analyzed upon the results from the influence relation of the relationship commitment(trust·satisfaction) that the service leadership and service system of a manager influenced positively. Second, it was analyzed upon the results from the influence relation of the customer orientation that the relationship commitment influenced positively, and as the results of the study on the effects of service-oriented on the customer orientation, it was analyzed upon the results from the influence relation of the customer orientation that the factors of service leadership and service system influenced positively. This finding could be useful to establish the management strategies of travel agencies as well as to find a new direction and to solve problems of the general management strategies of travel agencies.
참고문헌 (35)
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