논문KCI 등재
서비스 메카니즘에 따른 고객지향성의 고객성과에 대한 영향
A Study on the Effect of Customer Orientation to Customer Performance According to Service Mechanism
1
조회
0
다운로드
54
인용
0
참고문헌
주제분류학제간연구
초록
Abstract
Existing researches indicated that customer orientation was related to customer performance, customer satisfaction and customer commitment positively. We investigate the effect of customer orientation to customer performance, according to service mechanism. This study extends the past researches by measuring customer orientation from customer’s perspective. Results show that the effect of customer orientation to customer performance is different according to service mechanism.
참고문헌 (33)
- "종업원 만족이 종업원의 고객지향성에 미치는 영향에 관한 연구" (1997)
- "조직몰입, 시장지향성, 조직학습의 관계에 관한 실증연구"", 10, pp.139~164 (2002)
- "The Constructive Role of Inter-organizational Conflict", 47, pp.44~54 (1969)
- "The Effect of Management Commitment to Service Quality on Employees’ Affective and Performance Outcomes", 31, pp.272~286 (2003)
- "Customer Orientation：Effects on Customer Service Perceptions and Outcome Behaviors", 3, pp.241~251 (2001)
- "Customer Evaluation of Retail Salespeople Utilizing the SOCO Scale：A Replication Journal of the Marketing Science", 19, pp.347~351 (1991)
- "Journal of Occupational Psychology", 63. pp.245-261. (1990)
- "Assessing Advantage：A Framework for Diagnosing Competitive Superiority", 50, pp.1~20 (1988)
- "and Innovativeness in Japanese Firms：A Quadrad Analysis Journal of Marketing", 57, pp.23~37 (1993)
- "Customer Evaluation of Service Employee’s Customer Orientation：Extension and Application", 6, pp.293~306 (2001)
- "Perception of Real-estate Brokers and Buyers：A Sales-orientation Journal of Business Research", 17, pp.175~187 (1988)
- "Journal of Applied Psychology", and in 75(vation), pp.51~59 (1990)
- "Journal of Health Care", 10, pp.5~15 (1990)
- "The Dynamics of Service：Reflections on the Changing Nature of Customer", provider Interactions, 1995, ~
- "The Psychology of Service Interactions", 55, pp.603~617 (1999)
- "A Preliminary Investigation of the Relationships Between Employee Motivation", vision, 2001, pp.19, 335~349
- "Creating Customer-Oriented Employees：He Case In Home Health Care Journal of Heal Care marketing", 11(2), pp.24~32 (1991)
- "How to Measure Service Orientation", 69, pp.167~173 (1984)
- "Market Orientation：Antecedents and Consequences", 59, pp.53~70 (1993)
- "Developing Customer Orientation Among Service Employees Journal of the Academy of Marketing Science", 20, pp.27~36 (1992)
- "Organizational Learning", 14, pp.319~340 (1988)
- "The Effects of Entrepreneurial Proclivity and Market Orientation on Business Performance", 66, pp.18~32 (2002)
- "Factor Affecting Trust in Market Research Relationships", 29, pp.314~329 (1993)
- "The Commitment-trust Theory of Relationship Marketing", 58, pp.20~35 (1994)
- "The Effect of Customer Orientation on Business Profitability", 54, pp.20~35 (1990)
- "Psychometric Theory" (1978)
- "Job Satisfaction and Turnover Among Psychiatric Technicians Journal of Applied Psychology", p. 59, pp.603~609 (1974)
- "A Review and Reconceptualization of Organizational Commitment", 10, pp.465~476 (1985)
- "The SOCO Scale：A Measure of the Customer Orientation of Salesperson", 19(august), pp.15~31 (1982)
- "Journal of Marketing", 57, pp.11~33 (1993)
- "Perception of Role Stress by Boundary Role Journal of Applied Behavioral Science", 27, pp.490~514 (1991)
- "Service Marketing：Integrating Customer Focus Across the Firm" (1998)
- "Antecedents and Consequences of Satisfaction and Commitment in Trust Models", 71, pp.219~223 (1986)
관련 논문AI추천
서비스품질, 시장지향성, 성과와의 관계김선웅, 박성용한국상품학회 · 상품학연구2004 · 제31호고객지향적인 서비스운영활동이 고객만족에 미치는 영향에 관한 연구김계수한국품질경영학회 · 품질경영학회지2001 · 제29권 제2호서비스 품질이 매개변수일 때, 시장지향성은 고객성과에 직접적으로 영향을 미치는가?박성용한국상품학회 · 상품학연구2005 · 제23권 제1호기업의 서비스지향성과 조직시민행동이 종업원 만족과 고객지향성에 미치는 영향전현숙한국전략마케팅학회 · 마케팅논집(Journal of Marketing Studies)2006 · 제14권 제5호서비스제공자의 고객지향성이 관계 질 및 재구매의도에 미치는 영향배병렬, 이민우한국마케팅학회 · 아시아마케팅저널2001 · 제3권 제2호의료기관의 서비스 지향성, 종업원 직무만족, 고객지향성이 경영성과에 미치는 영향김상철, 이현수한국품질경영학회 · 품질경영학회지2002 · 제30권 제2호