제조기업 종업원의 내부서비스품질이 직무몰입과 기업성과에 미치는 영향에 관한 연구 - S사를 중심으로

• 영문명: A Study on the Effect of Internal Service Quality of Manufacturing Company Employees on Organizational Commitment and Firm Performance
• 발행기관: 한국산업경영학회
• 저자명: 정해경(Jung Hae Kyung) 권미영(Kwon Mi Young) 한동여(Han Dong Yeo)
• 간행물 정보: 『경영연구』 第22卷 第3號, 233~257쪽, 전체 25쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2007.08.30

국문 초록

  최근 기업의 가장 중요한 화두는 고객만족경영이라고 볼 수 있다. 특히 내부고객의 만족이야말로 외부고객의 만족도는 물론이고, 기업의 성과에도 많은 영향을 주는 것으로 나타나고 있다.
  제조업의 경우 기업 내에서 비록 외부고객과 직접적인 접촉은 하지 않더라고 대다수의 종업원들은 외부고객에게 제공되는 서비스의 품질에 간접적으로 영향을 끼칠 수밖에 없게 된다. 종업원들이 어떠한 내부서비스품질을 제공받는지가 그들의 업무수행과 관련된 만족에 영향을 미치게 되며, 이는 궁극적으로 그들의 수행하는 외부서비스의 품질에 영향을 미치기 때문이다. 이러한 관점에서 본다면 내부고객에게 제공되는 내부서비스품질은 조직몰입은 물론 기업의 성과향상을 위해 매우 중요한 요인이 된다.
  본 논문에서는 제조업의 종업원들을 대상으로 실증분석을 통해 내부서비스품질이 조직몰입에 얼마나 영향을 주며, 조직몰입은 기업성과와 어떠한 관계를 가지는지 살펴보고자 한다.
  따라서 전반적 내부서비스품질 요인들 중 보다 영향력이 큰 요인을 찾아봄으로써 내부고객만족도를 높이는 방안을 제시하고 조직의 발전과 성과향상을 도모하고자 한다.

영문 초록

  Customer satisfaction management has been aggressively introduced and executed in all organizations in a global scale due to the diversified customer demands, drastic changes of technology, and increased competition. This is also regarded as the most important issue in corporation management activity, which has facilitated positive study concerning customer satisfaction.
  Among them, especially the necessity of satisfying internal customers should be considered in order to reconsider the service quality, which increases the importance of internal service quality for internal customer satisfaction. Heskett, Sasser and Schlesinger(1997) defined internal service quality as "the attitude the people have toward one another and the way the people within the organization provide." They also stated that the basic premise of satisfaction in the relation between the accurate understanding of internal customer service and the internal organization, and that the internal service quality is not satisfactory, external customers either may not be satisfied with the service provided, which can have huge influence on customer preference and thus profit and loss of the corporation.
  As for manufacturing companies, although the internal staff may not contact directly with external customers, the majority of employees, by any means, should affect the service quality indirectly. The specific aspects regarding what kind of internal service quality the employees are provided may affect their performance and related satisfaction, which ultimately affects the external service quality provided by the very employees(Kang Kidu, 2005). In this perspective, internal service quality provided to the internal customers is a crucial factor not only for organizational commitment but also for achievement improvement of a corporation.
  Therefore, this study aims to evaluate the extent of employees" satisfaction with the service quality and examine the effect of this value on organizational commitment and firm performance. This study has proceeded as follows: First, by investigating the previous studies, the conceptions of internal service quality, organizational commitment and firm performance will be defined and related research will be examined. Second, based on the verification analysis among manufacturing companies" employees, the effect of internal service quality on organizational commitment and the relation between organizational commitment and firm performance will be considered. Third, by verifying more effective factors among the general internal service quality elements, methods to improve internal customer satisfaction will be presented; and accordingly, how to promote the development and improve performance of firms will be pursued.

목차

〈요약〉
Ⅰ. 서론
Ⅱ. 선행연구
Ⅲ. 연구가설과 모형
Ⅳ. 연구방법
Ⅴ. 가설 검정
Ⅵ. 결론
참고문헌
〈Abstract〉

키워드

정서몰입 근속몰입 기업성과 조직몰입 내부서비스품질 Organizational Commitment Emotion Commitment Internal Service Quality Firm Performance