아웃소싱 조직원의 내부서비스품질이 조직성과 및 고객성과에 미치는 영향
The Effects Of Internal Service Quality On Organizational Performance And Customer Satisfaction
0
조회
0
다운로드
11
인용
0
참고문헌
키워드
초록
본 연구는 아웃소싱 조직원의 내부서비스품질이 아웃소싱 활용기업의 조직성과 및 고객성과에 미치는 영향을 살펴보고자 한 것이다. 조직성과를 대표하는 척도로 종업원만족을 선택하였고, 고객성과를 대표하는 척도로 고객만족을 선택하였다. 실증분석 결과, 아웃소싱 조직원의 내부서비스품질은 종업원 만족과 고객만족 모두에 직접적인 영향을 미치는 것으로 조사되었고, 종업원만족을 통해 간접적으로 고객만족에 영향을 미치기도 하였다. 본 연구의 시사점은 아웃소싱 조직원의 내부서비스품질 관리를 위해서는 소속회사, 아웃소싱회사, 근무지회사의 3부문이 공동으로 노력하여야 할 것으로 보인다.
Abstract
The purpose of this study identifies the effects of outsourcing company's ISQ(internal service quality) on the performance of customer company. This study used ISQ as independent variable and selected employee satisfaction and customer satisfaction as performance variables. The research applied the large discount store for the empirical study. There are many sales forces in the large discount store. They sell products and services for each customer company in the discount store. Their affiliation is not discount store and customer company but outsourcing company. The results shows outsourcing company's ISQ has positive effects on the employee satisfaction and customer satisfaction. Therefore, outsourcing sales forces' ISQ management is necessary to collaborate among outsourcing company, customer company, and discount store.
참고문헌 (34)
- 강기두, "내부서비스품질과 관련 변수들과의 관계에 관한 연구", 품질경영학회지, 33(3), pp.1~18 (2005), 한국품질경영학회
- 강기두, "내부서비스품질 측정 도구의 신뢰성 및 타당성 분석", 품질경영학회지, 34(2), pp.77~97 (2006), 한국품질경영학회
- 곽동성, "내부서비스품질이 종업원만족과 고객만족에 미치는 영향에 관한 연구", 한국마케팅저널, 1(4), pp.24~46 (1999)
- 신동식, "호텔 조직에서 내부서비스품질이 조직성과에 미치는 영향에 관한 연구-커뮤니케이션 환경을 중심으로", 서비스경영학회지, 8(4), pp.35~57 (2007), 한국서비스경영학회
- 유시정, "조직내 의사소통 환경이 직무만족과 몰입에 미치는 영향", 서비스경영학회지, 7(2), pp.31~56 (2006), 한국서비스경영학회
- 이유재, "서비스마케팅" (2004), 학현사
- Atkins, P. M, "Happy employees lead to loyal patients", Journal of Health Care Marketing, 16(4), pp.14~23 (1996)
- Ahmed, P. K, "Internal marketing and the mediating role of organizational competencies", European Journal of Marketing, 37(9), pp.1221~1241 (2003)
- Berry, L. L, "The employee as customer", Journal of Retail Banking, 3(1), pp.25~28 (1981)
- Berry, L. L, "Marketing service : Competing through quality" (1991), Free Press
- Brooks, R. F, "Internal marketing and customer driven wavefronts", The Service Industries Journal, 19(4), pp.49~67 (1999)
- Bruhn, M, "Internal service barometers : Conceptualization and empirical results of a pilot study in Switzerland", European Journal of Marketing, 37(9), pp.1187~1204 (2003)
- Chaston, I, "Internal customer management and services gaps within the UK manufacturing sector", International Journal of Operations and Production, 14(9), pp.45~56 (1994)
- Chung, K. H, "Organizational behavior : Developing managerial skills" (1981), Harper & Row Publication
- Dubinsky, A. J, "Salesforce socialization", Journal of Marketing, 50(4), pp.192~207 (1986)
- Edvardsson, B, "Internal service quality and the psychosocial work environment : An empirical analysis of conceptual interrelatedness", The Service Industries Journal, 17(2), pp.252~263 (1997)
- Fosam, E. B, "Exploring model for employee satisfaction : With particular reference to a police force", Total Quality Management, 9(2), pp.235~247 (1998)
- Gummesson, E, "Making relationship marketing operational", International Journal of Service Industry Management, 5(5), pp.5~20 (1994)
- Hair, J. F, "Multivariate data analysis, 6th edition" (2006), Prentice Hall
- Hallowell, R, "Internal service quality, customer and job satisfaction : Linkages and implications for management", Human Resource Planning, 19(2), pp.20~31 (1996)
- Hayes, B. E, "Measuring customer satisfaction : Development and use of questionnaires" (1992), ASQC Quality
- Heskett, J. L, "Putting the service-profit chain to work", Harvard Business Review, 72(2), pp.164~174 (1994)
- Heskett, J. L, "The service profit chain : How leading companies link profit and growth to loyalty, satisfaction, and value" (1997), Free Press
- Jaworski, B. J, "Market orientation : Antecedents and consequences", Journal of Marketing, 57(3), pp.53~70 (1993)
- Kang, G. D, "Measurement of internal service quality : Application of the SERVQUAL battery to internal service quality", Managing Service Quality, 12(5), pp.278~291 (2002)
- Lings, I. N, "Implementing and measuring the effectiveness of internal marketing", Journal of Marketing Management, 14(4), pp.325~351 (1998)
- Meyer, J. P, "The measurement and antecedents of affective, continuance, and normative commitment to the organization", Psychology, 63(1), pp.1~18 (1990)
- Mowday, R. T, "Employee organization linkages : The psychology of commitment, absenteeism, and turnover" (1982), Academic Press
- Nunally, J. C, "Psychometric theory, 2nd edition" (1978), McGraw-Hill
- Pfau, B, "Satisfy your internal customer", Journal of Business Strategy, 12(6), pp.9~13 (1991)
- Reynoso, J, "Towards the measurement of internal service quality", International Journal of Service Industry Management, 6(3), pp.64~83 (1995)
- Rosenbluth, H. F, "The customer comes seconds : And other secrets of exceptional service" (1992), William Morrow & Co
- Young, J. A, "Purchasing's performance as seen by its internal customers : A study in a service organization", International Journal of Purchasing and Materials Management, 33(3), pp.36~41 (1997)
- Zeithaml. V. A, "Delivering quality service : Balancing customer perception and expectations" (1990), Free Press