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내부서비스품질과 관련 변수들과의 관계에 관한 연구

The Antecedent and Consequences of Internal Service Quality

강기두
한국품질경영학회 (Korean Society For Quality Management)|2005.09|품질경영학회지 (Journal of Korean Society for Quality Management)|제33권 제3호|pp. 1-18

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참고문헌

주제분류학제간연구

초록

Abstract

Internal marketing has been suggested as the approach for service organizations to be service-and customer-oriented; and the issues of internal service quality has been one of topics widely discussed in the internal marketing literature. The purpose of the current study is to examine the antecedents and consequences of internal service quality which is believed to increase such organizational performances as customer satisfaction, retention and revenue. In consistent with the previous studies in service marketing literatures, the current study identifies several constructs as the antecedents and consequences of internal service quality: management commitment to service quality, employee satisfaction, self-efficacy, and adaptability. The empirical study testing the causal relationships among the constructs verifies the proposed relationships among the constructs suggested in the current study.

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내부서비스품질이 고객만족과 기업성과에 미치는 영향에 관한 연구김선준대한경영정보학회 · 경영과 정보연구2004 · 제15호내부서비스품질 측정 도구의 신뢰성 및 타당성 분석강기두한국품질경영학회 · 품질경영학회지2006 · 제34권 제2호제조기업 종업원의 내부서비스품질이 직무몰입과 기업성과에 미치는 영향에 관한 연구-S사를 중심으로-권미영, 정해경, 한동여한국산업경영학회 · 경영연구2007 · 제22권 제3호리더쉽과 서비스품질의 관계에 대한 연구안관영한국산업경영시스템학회 · 한국산업경영시스템학회지2004 · 제27권 제1호의류매장에서 내부서비스품질이 직무만족과 조직성과에 미치는 영향노영, 이규혜한국의류산업학회 · 한국의류산업학회지2007 · 제9권 제1호정보통신 분야 종사자의 내부마케팅노력이 서비스품질에 미치는 효과박노국, 안관영한국품질경영학회 · 품질경영학회지2007 · 제35권 제4호

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