내부마케팅이 내부고객만족과 고객지향성에 미치는 영향

• 영문명: Effects of internal marketing on customer satisfaction and customer orientation: The case of foreigner casinos in Seoul Metropolitan areas
• 발행기관: 한국관광학회
• 저자명: 김성혁 전정아 이미선
• 간행물 정보: 『관광학연구』제32권 제4호, 97~120쪽, 전체 24쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2008.08.31

영문 초록

This study is to examine the effects of internal marketing to internal customer satisfaction and orientation in the foreigner casinos in Seoul and Incheon. Internal marketing factors were classified into three factors(welfare, internal motivation, communication). and internal customer satisfaction factors were classified into two factors(job and relationship satisfaction, inner support satisfaction). Writers found that the welfare had a positive effect with job and relationship satisfaction, but it had a negative effect with inner support satisfaction. And internal motivation was found having a positive effect with inner support satisfaction as well as job and relationship satisfaction. Further, communication, job and relationship satisfaction and inner support satisfaction were also analyzed.

목차

I. 서론

II. 이론적 배경

III. 연구설계

IV. 분석결과

V. 결론

참고문헌

키워드

내부마케팅 내부고객만족 고객지향성 Internal marketing Internal customer satisfaction Customer orientation