직무 만족과 조직 시민 행동이 고객 지향성에 미치는 영향- 백화점 패션 제품 판매원을 중심으로 -
The Effect of Job Satisfaction and Organizational Citizenship Behavior on Customer Orientation- Focused on Fashion Product Employees in Department Stores -
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Abstract
The purpose of this study was to empirically examine the effect of job satisfaction and organizational citizenship behavior on customer orientation to investigate the causal relationships among these variables.The questionnaires was administered to 121 fashion product employees of department stores in Gwang-ju city during February 10～15, 2006. For analysis of data, frequency, factor analysis, t-test, ANOVA, regression analysis, and path analysis were applied.The results indicated that job satisfaction of employees significantly influenced customer orientation(p<0.001) and organizational citizenship behavior(p<0.001). The organizational citizenship behavior of employees significantly influenced customer orientation(p<0.001). The job satisfaction had both direct and indirect effects on customer orientation mediated by organizational citizenship behavior.
참고문헌 (34)
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