서비스 산업에서 직무 만족이 고객 만족과 직무 성과에 미치는 영향
The Effects of Job Satisfaction on Customer Satisfaction and Job Performance in Service Industry
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초록
본 연구는 서비스 종사원들의 직무 만족의 성과에 관한 연구로, 고객지향성과 직무성과인 고객만족도와 직무수행성 등과의 구조적 관계를 확인하였다. 금융, 보험, 유통 등과 같은 일반 서비스 종사원들과 의료 및 교육서비스에 종사하고 있는 종사원들을 대상으로 설문조사하였다. 분석결과, 서비스 종사원들의 직무 만족은 고객지향성에 긍정적 영향을 미칠 뿐만 아니라 고객만족도와 직무수행성 등과 같은 직무성과 요인 모두에 긍정적영향을 미치는 것으로 확인되었다. 서비스 종사원들의 직무에 대한 만족은 고객지향성을 통해 고객만족과 직무수행성 등과 같은 직무성과에 간접적 영향을 미칠 뿐만 아니라 직접적인 영향도 미친다는 것이 확인되어, 이후 서비스 종사원들의 직무 만족을 향상시킬 수 있는 방안을 고민하는 것이 서비스 기업의 성과 향상을 위해서매우 중요한 과업이라는 사실을 확인할 수 있었다. 이 이외에도 본 연구의 한계와 향후 연구에 대한 제안 등이논의되었다.
Abstract
the differentiation of products has decreased, the importance of customer satisfaction in service has been more emphasized. This study focuses on the effect of service employee’s job satisfaction on the job performances. Research was conducted on general service employees who engaged in finance, insurance and distribution as well as employees who engaged in medical care and educational service. It was found that overall satisfaction of service staff had a positive influence not only on customer orientation but also on job outcome factors. it was shown that overall satisfaction of service staff with their job had not only indirect influence but also direct influence on job outcome through customer orientation, and therefore. This research revealed that it would be possible to motivate employees by raising their job satisfaction through an analysis of influence on emotional labor, emotional exhaustion and job stress of service staff and that from the administrative aspect, improvement of quality of products and service through internal marketing of service staff would ultimately improve not only customer satisfaction but also results of the company.
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