서비스 인카운터상에서 종업원 임파워먼트와 고객지향행동간의 관계에 관한 연구

• 영문명: A Study on Relationship Between Employee Empowerment on Service Encounter and Customer-Oriented Behaviors
• 발행기관: 한국마케팅과학회
• 저자명: 서문식(Suh Mun Shik) 김유경(Yu Kyung Kim)
• 간행물 정보: 『한국마케팅과학회 학술발표대회논문집』2005 추계학술대회 발표 논문집, 779~801쪽, 전체 23쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2005.11.30

영문 초록

  Recognizing the importance of service employees" role on service encounter, this study presented variables that could affect their job satisfaction, such as empowerment(meaning, competence, self-determination, impact), organizational identification, and self-esteem.
  The purposes of this study are to suggest empowerment as an important influential factor to recognize service employees" organizational identification and self-esteem and consider relationship between them; to examine relationship among employees" organizational identification, self-esteem, and job satisfaction; and to consider relationship between their job satisfaction and customer-oriented behaviors.
  According to the results of the test of this hypothesis, first, meaning and self-determination positively affected organizational identification while competence and impact had no positive effect on organizational identification. Second, competence, self-determination, and impact not meaning among empowerment factors affected self-esteem.
  Third, organizational identification and self-esteem positively affected job satisfaction, which then had a significantly positive effect on customer-oriented behaviors. The results of an further analysis showed that competence and self-determination among empowerment factors had no direct effect on job satisfaction. That is, it was found that organizational identification and self-esteem played a role as parameter. Finally, after determining whether the model in this study varied by two groups of employees with different service periods, there was shown to be no moderating effect.

목차

Ⅰ. 서론
Ⅱ. 이론적 배경
Ⅲ. 연구가설 및 연구모형
Ⅳ. 연구방법
Ⅴ. 연구가설 검증
Ⅵ. 결론
참고문헌
〈Abstract〉

키워드

Empowerment organizational identification self-esteem job satisfaction customer-oriented behavior