판매원의 직무만족과 고객지향성이 서비스제공수준에 미치는 영향
The Effect of Customer Satisfaction and Customer Orientation on Service Delivery Level
2
조회
0
다운로드
13
인용
0
참고문헌
키워드
초록
Employees of sales departments of apparel makers play an important role in the success of a fashion-related business because they provide service through the direct contact with customers. This research tests several hypothesized relationships between its determinants, such as job satisfaction and customer orientation, along with service delivery level. The subjects in this study were salespeople who worked at fashion stores in Yeosu and Sunchon. To measure the hypotheses, 200 questionnaires were handed out and 185 were collected. 163 questionnaires were used for the analysis,as 22 were found to be invalid. Frequency analysis, factor analysis, reliability analysis, and multiple regression techniques were used after coding and cleaning the data with the software SPSS 18.0. The result of this study are as follow. First, job satisfaction have a positive influence on employee's customer orientation. Second, job satisfaction have an effect on procedural and hospitable service delivery level. Third, it was found that the customer orientation have a significant impact on their procedural and hospitable service delivery level.
Abstract
Employees of sales departments of apparel makers play an important role in the success of a fashion-related business because they provide service through the direct contact with customers. This research tests several hypothesized relationships between its determinants, such as job satisfaction and customer orientation, along with service delivery level. The subjects in this study were salespeople who worked at fashion stores in Yeosu and Sunchon. To measure the hypotheses, 200 questionnaires were handed out and 185 were collected. 163 questionnaires were used for the analysis,as 22 were found to be invalid. Frequency analysis, factor analysis, reliability analysis, and multiple regression techniques were used after coding and cleaning the data with the software SPSS 18.0. The result of this study are as follow. First, job satisfaction have a positive influence on employee's customer orientation. Second, job satisfaction have an effect on procedural and hospitable service delivery level. Third, it was found that the customer orientation have a significant impact on their procedural and hospitable service delivery level.
참고문헌 (31)
- 구정대, "내부마케팅수준이 종사자의 고객지향성과 서비스제공수준에 미치는 영향", 관광연구, 22(3), pp.125~141 (2007), 대한관광경영학회
- 김대철, "외식업체직원의 가격할인에 대한 지각이 고객지향성과 서비스제공수준에 미치는 영향", 석사, pp.2004
- 송효분, "외식기업의 내부마케팅이 내부고객 태도에 미치는 영향: 호텔레스토랑과 패밀리레스토랑을 대상으로", 관광학연구, 29(3), pp.357~379 (2005), 한국관광학회
- 원융희, "호텔종사원의 직무만족과 서비스 제공수준 및 성과에 관한 연구", 박사, pp.1992
- 이명식, "서비스 마케팅", pp.39~42 (2000), 형성출판사
- 이미옥, "호텔의 인터널마케팅 활동이 종사원의 직무만족에 미치는 영향에 관한 연구", 석사, pp.2002
- 이종인, "해운산업의 서비스품질에 관한 고찰", 품질경영학회지, 22(2), pp.8~108 (1994)
- 이철우, "호텔 조직구성원의 임파워먼트가 직무만족,조직몰입,이직의도에 미치는 영향에 관한 연구", 석사, pp.2001
- 이형룡, "외식업체 직원의 가격할인에 대한 지각이고객지향성과 서비스 제공수준에 미치는 영향", 외식경영연구, 9(1), pp.7~25 (2006), 한국외식경영학회
- 최정순, "호텔기업의 내부마케팅이 종사원의 감정노동과 서비스제공수준에 미치는 영향", 박사, pp.2003
- 최낙환, "판매원의 고객지향성에 때한 조직몰입과 적응성의 매개적 역할", 마케팅연구, 12(2), pp.43~65 (1997)
- Arnett, D. B., "Using job satisfaction and pride as internal-marketing tools", Cornell Hotel and Restaurant Administration, Quarterly, pp.87~96 (2002), Cornell University.
- Bettencourt, L., "Contact employees:relationship among workforce fairness,job satisfaction and prosaical service behavior", Journal of Retailing, 73, pp.39~61 (1997)
- Bitner, M. J., "The service encounter:diagnosing favorable and unfavorable incidents", Journal of Marketing, 54, pp.71~84 (1990)
- Donavan, D. T., "Internal benefits of service-worker customer orientations:job satisfaction,commitment,and organizational citizenship behaviors", Journal of Marketing, 68(1), pp.128~146 (2004)
- Gronroos, C, "Strategic management and marketing in the service sector", pp.83~104 (1983), Marketing Science Institute
- Hallowell, R., "Internal service quality,customer and job satisfaction:linkages and implications for management", Human Resource Planning, 19(2), pp.206~231 (1996)
- Henning-Thurau, T., "Customer orientation of service employees:its impact on customer satisfaction commitment and retention", International Journal of service Industry Management, 15(5), pp.460~478 (2004)
- Hoffman, K. D., "Creating customer-oriented employees:the case in home health care", Journal of Health Care Marketing, 11(2), pp.24~32 (1991)
- Hoffman, K. D., "Service provider job satisfaction and customer oriented performance", Journal of service marketing, 6, pp.60~78 (1992)
- Hartline, M. D., "The management of customer-contact service employes:an empirical investigation", Journal of Marketing, 60, pp.52~70 (1996)
- King, V. A., "Service-oriented quality control", The Cornell Hotel and Restaurant Administration, 25(3), pp.95~ (1983)
- Kotler, P., "Marketing Management(11th ed.)" (2003), Prentice-Hall
- Locke E. A., "What is job satisfaction?", Organizational Behavior and Human Performance, 4, pp.316~ (1969)
- Lucas, G. H., "An empirical test of the job satisfaction-turnover relationship:assessing the role of job performance for retail managers", Journal of the Academy of Marketing Science, 18, pp.199~208 (1990)
- Mill, R. C., "Managing the service encounter", The cornell Hotel and Restaurant Administration, 26(2), pp.43~ (1986)
- Martin, W. B., "Measuring and improving your service quality", The cornell Hotel and Restaurant Administration Quarterly, 26(4), pp.33~ (1986)
- Stanton, W. J., "Fundamentals of Marketing(9th ed.)" (1991), McGraw-Hill
- Swan, J. E., "How industrial salespeople grain customer trust", Industrial Marketing Management, 14(3), pp.203~211 (1985)
- Tiffin, J., "Industrial psychology(6th ed.)", pp.298~299 (1974), Prentice Hall Inc.
- Wyckoff, D. D., "A cornell quarterly classic article:new tools for achieving service quality", The Cornell Hotel and Restaurant Administration, 42(4), pp.25~38 (2001)