CSR과 내부서비스품질이 내부고객만족과 이직의도에 미치는 영향

• 영문명: Effects of CSR and Internal Service Quality on Internal Customer Satisfaction and Turnover Intention : Moderating Effects by Corporate Ethnical Education
• 발행기관: 관광경영학회
• 저자명: 유창근
• 간행물 정보: 『관광경영연구』제19권 제4호, 1~20쪽, 전체 20쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2015.09.30

영문 초록

The purpose of this study shows the effects with CSR suggested by casino corporation and the internal service quality and internal customer satisfaction. And also this begins with the presumption that corporate ethical education causes moderating effects between the two conceptions, CSR and internal service quality. The structural model was tested using the empirical date collected from 348 casino dealers. The study result of structural equation model(SEM) presents CSR and internal service quality have significant moderating effects on internal customer, and moderating effects on ethical education develop a significant moderating effects between CSR and internal customer satisfaction. Therefore, suppose that CSR and internal service quality suggested by casino corporation have positive effects, internal customer satisfaction will grow and turnover rate will be reduced. To make the ethical education have moderating effects on internal customer satisfaction, I assume that indirect benefit, CSR, has more moderating effects on it than direct profit, internal service quality.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구방법

Ⅳ. 분석 결과

참고문헌

키워드

CSR(Corporate Social Responsibility) Internal service quality Ethics education Moderating effects