프랜차이즈 미용서비스조직의 내부서비스품질과 조직성과 간의 관계

• 영문명: Relation of Internal Service Quality and Organizational Commitment of Franchise Beauty shop -The Mediating Effect of internal Customer's Satisfaction-
• 발행기관: 한국인체미용예술학회
• 저자명: 조성태(Seong Tae Cho) 김윤(Yun Kim)
• 간행물 정보: 『한국인체미용예술학회지』한국인체미용예술학회지 제12권 제1호, 143~156쪽, 전체 14쪽
• 주제분류: 예술체육 > 예술일반
• 파일형태: PDF
• 발행일자: 2011.03.30

영문 초록

The purposes of this study were to verify how internal service qualities and their effects on internal customer's satisfaction and examine the relation between internal customer's satisfaction and organizational commitment. To achieve the purposes, a questionnaire was conducted to 371 hair shop's employees. Data were analyzed by structure equation modeling of Amos 18.0 and SPSS 18.0 program. The results of this study were summarized as follow: First, internal service qualities were related positively to internal customer's satisfaction. Second, the internal customer's satisfaction was related positively to organizational commitment. Third, internal service qualities indirectly effected organizational commitment through internal customer's satisfaction.

목차

Abstract

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구방법 및 절차

Ⅳ. 연구결과

Ⅴ. 결론 및 제언

참고문헌

키워드

내부서비스품질 내부고객만족 조직성과 Internal service quality Internal customer's satisfaction Organizational commitment