내부고객성과의 결정요인에 대한 연구 - 해외 지역별 차이가 존재하는가?

• 영문명: A Study on the Determinants of Internal Customer Performance: Do the Regional Differences Exist?
• 발행기관: 한국상품학회
• 저자명: 박성용(Park Seong-Yong) 신경석(Shin Kyung-Seok) 우경일(Woo Kyung-Il)
• 간행물 정보: 『상품학연구』제24권 제2호, 151~171쪽, 전체 21쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2006.08.01

영문 초록

  There are not many studies on the internal customer performance in marketing. The connection between employee satisfaction and customer satisfaction has been identified in several empirical studies. However, employee satisfaction can be interpreted as multi-dimensional concept rather than uni-dimensional concept. In this study, we expand employee satisfaction into corporation satisfaction, organizational loyalty, and individual satisfaction and investigate the determinants of internal customer performance and their differences in impacts by three different regions.
  Using the samples of one multinational corporation, we examine the determinants of these satisfaction measures empirically. Samples consist of Asian, Europe, and American(South, North) sample. Empirical results show that it is necessary to use multi-dimenensional concept in internal customer performance and their determinants and regional differences exist.

목차

Ⅰ. 서론
Ⅱ. 문헌연구
Ⅲ. 연구모형과 연구가설
Ⅳ. 실증분석
Ⅴ. 결론 및 한계점
참고문헌
Summary

키워드

Multi-National Corporation Internal Customer Performance Determinants Reginal Differences Culture Employee Satisfaction