종업원의 직무만족과 서비스몰입이 고객의 서비스품질 지각과 고객행동에 미치는 영향 - 미용서비스업에서의 양자적 자료(dyadic data)를 중심으로 -
Influence of Employees' Job Satisfaction and Service Commitment upon Customers' Service Quality Perception and Customer Behavior - Use dyadic data in beauty service business -
0
조회
0
다운로드
6
인용
0
참고문헌
키워드
초록
This study was designed in order to examine causality by dyadic relationship targeting employees, who are engaged in beauty service business, and customers, who received service from the employees. The aim was first to clarify influence of employees' job characteristic upon job satisfaction and service commitment targeting employees, and then to examine influence of employees' service commitment upon service quality and customer behavior targeting customers. Examining the findings, all of functionality, importance, and autonomy, which are 3 elements in job characteristic, were indicated to have positive influential relationship upon job satisfaction. Also, even in relationship between job satisfaction and service commitment, the positive influence was confirmed. And, even in relationship between service commitment and service quality targeting customers, all of reliability, sympathy, typology, correspondence, and guarantee, which are 5 elements in service quality, were indicated to have positive influence. Even in relationship between service quality and customer behavior, all of five characteristics in service quality were confirmed to have positive influence upon customer behavior.
Abstract
This study was designed in order to examine causality by dyadic relationship targeting employees, who are engaged in beauty service business, and customers, who received service from the employees. The aim was first to clarify influence of employees' job characteristic upon job satisfaction and service commitment targeting employees, and then to examine influence of employees' service commitment upon service quality and customer behavior targeting customers. Examining the findings, all of functionality, importance, and autonomy, which are 3 elements in job characteristic, were indicated to have positive influential relationship upon job satisfaction. Also, even in relationship between job satisfaction and service commitment, the positive influence was confirmed. And, even in relationship between service commitment and service quality targeting customers, all of reliability, sympathy, typology, correspondence, and guarantee, which are 5 elements in service quality, were indicated to have positive influence. Even in relationship between service quality and customer behavior, all of five characteristics in service quality were confirmed to have positive influence upon customer behavior.
참고문헌 (38)
- 강용수, "고객 보상프로그램과 판매원 직무만족이 점포 충성도에 미치는 영향에 관한 연구", 박사, pp.2005
- 김레슬리, "종업원 서비스몰입의 선행요인 및 고객이 인지한 서비스품질에의 영향", 인사·조직연구, 16(1), pp.37~64 (2008), 한국인사·조직학회
- 김호정, "한국관료의 직무특성과 직무만족의 관계 및 그 조절변수로서 행정문화에 관한 연구", 한국행정학보, 23(2), pp.653~679 (1989)
- 서창적, "종업원의 서비스몰입과 고객지향성이 서비스품질에 미치는 영향 -정규직과 비정규직의 비교를 중심으로", 서비스경영학회지, 5(3), pp.78~106 (2004), 한국서비스경영학회
- 유시정, "조직특성과 서비스몰입이 서비스 품질에 미치는 영향에 관한 탐색적 연구 - 국내 서비스업을 중심으로 -", 기업경영연구, 15(1), pp.1~24 (2008), 한국기업경영학회
- 이영주, "종업원의 직무만족과 고객지향성이 고객의 서비스품질 지각과 만족도에 미치는 영향", 박사, pp.2010
- 이지우, "고용형태에 따른 직무특성과 조직몰입의 관계", 인사·조직연구, 10(1), pp.1~26 (2002), 한국인사·조직학회
- 이유재, "고객시민행동과 고객불량행동이 서비스품질지각과 고객만족 및 재구매의도에 미치는 영향", 아시아마케팅저널, 7(3), pp.1~27 (2005), 한국마케팅학회
- 이지우, "직무특성과 종업원 태도 사이의 관계에 대한 직무몰입의 매개역할", 인사․조직연구, 5(1), pp.87~122 (1997)
- Babakus, E, "The role of emotional exhaustion in sales force attitude and behavior relationships", Journal of the Academy of Marketing Science, 27(Winter), pp.58~70 (1999)
- Bansal H, "The service switching model(SSM): a model of switching behavior in service industries", Journal of Service Research, 2(2), pp.200~218 (1999)
- Bitner, M. J, "Evaluating Service Encounters: The Effects and Physical Surrounding sand Employee Responses", Journal of Marketing, 52, pp.69~82 (1990)
- Bitner, M. J, "The service encounters: Diagnosing favorable and unfavorable incidents", Journal of Service Marketing, 9(4), pp.31~42 (1990)
- Bonner, S.E, "The effects of monetary incentives on effort and task performance:theories, evidence, and a framework for research", Accounting, Organizations and Society, 27, pp.303~345 (2002)
- Bolton, R. N. A, "A Multistage Model of Customer's Assesment of Service Quality and Value", Journal of Customer Research, 17, pp.375~384 (1991)
- Brady, Michael K, "Performanceonly Measurement of Service Quality: A Replication and Extension", Journal of Business Research, 55(1), pp.17~31 (2002)
- Brown, S. P, "Antecedents and Consequences of Salesperson Job Satisfaction:Meta-Analysis and Causal Effects", Journal of Marketing Research, 30, pp.63~77 (1993)
- Czepiel, J. A, "Exploring the Concept of Loyalty in Service. in The Service Challenge:Integrating of Competitive Advantage", pp.91~94 (1987), American Marketing Association
- Caruana, "Service Loyalty: The Effects of Service Quality and the Mediating Role of Customer Satisfaction", European Journal of Marketing, 36(7, pp.8) (2002), 811~828
- Dick, A, "Customer Loyalty: Toward an Integrated Conceptual Framework", Journal of Academy of Marketing Science, 22(2), pp.99~113 (1994)
- Fornell, Claes, "A National Customer Satisfaction Barometer: The Swedish Experience", Journal of marketing, 55, pp.1~21 (1992)
- Fornell Michael D. Johnson, "The American Customer Satisfaction Index:Nature, Purpose, and Findings", Journal of Marketing, 60, pp.7~8 (1996)
- Fullerton, G, "Mediating, interactive and non-liner effects in service quality and satisfaction with service research", Canadian Journal of Administrative Sciences, 19(2), pp.124~136 (2002)
- Groth, Markus, "Customer As Good Soldiers:Examining Citizenship Behaviors in Internet Service Delivery", Journal of Management (2005)
- Hackman, J.R, "Motivation through the design of work : Test of a theory", Organizational Behavior and Human Performance, 16, pp.256~ (1976)
- Hartline, M. D, "The Management of Customer-Contract Service Employees: An Empirical Investigation", Journal of Marketing, 60, pp.52~69 (1996)
- Herzberg, F, "The Work nature of man" (1966), The World Publishing Company
- Hodge, B.J., "Organization theory. A strategic approach. 6th Ed" (2003), Prentice Hall
- Kanugo, R. N, "Measurement of Job and Work Involvement", Jounal of Applied Psychology, 67(3), pp.341~349 (1982)
- Kiggundu, M. N, "Task interdependence and job design : Test of theory", Organizational Behavior and Human Performance, 31, pp.145~155 (1983)
- Locke. E. A, "The Nature and Causes of Job Satisfaction, in Handbook of Industrial amd Organizational Psychology", pp.1297~1350 (1976), Rand McNally
- Mccormick, E. J, "Industrial Psychology, 7th ed" (1980), Prentice-Hall Inc
- O'Reilly, C, "People and organizational culture: A profile comparison approach to assessing person-organization fit", Academy of Management Journal, 34, pp.487~516 (1991)
- Organ, D. W, "Organizational Behavior, 2nd ed" (1982), Business Publication, Inc
- Parasuraman, A, "SERVQUAL: A Multiple-item Scale for Measuring Customer Perceptions of Service Quality", Journal of Retailing, 64(Spring), pp.12~40 (1988)
- Petrick, James F, "Development of a Multi-Dimensional Scale for Measuring the Perceived Value of a Service", Journal of Leisure Research, 34(2), pp.119~165 (2002)
- Sager, J. K, "A structural model depicting sales people's job stress", Journal of the Academy of Marketing Science, 22, pp.74~84 (1994)
- Zeithaml, V. A, "Consumer perceptions of prices, quality, and value :A means-end model and synthesis of evidence", Journal of Marketing, 52, pp.2~22 (1988)