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논문검색

Session 12 - 고객만족경영, 좌장 : 정순석(충주대학교)

조직의 서비스지향성이 종업원의 고객지향성에 미치는 영향에 관한 연구 - 택배서비스를 중심으로 -

원문정보

A study of the Effect of Organizational Service Orientation on Employees Customers Orientation-focusing on the courier service

김용범, 박성현

피인용수 : 0(자료제공 : 네이버학술정보)

초록

영어

Courier and logistics services such as customer contact employees (customer-contact employee) of the attitudes and behavior of the customer satisfaction level of service quality evaluation and a very big impact. In this study, using a typical customer contact employees, and to target the delivery service industry employees the organization's service orientation and customer orientation by examining the impact on the quality of companies within the organization for growth and development needs and the importance of service orientation will be trying out for. The results of this study can be summarized as follows. First, the chief executive of the organization to configure a service orientation and a detailed understanding of the factors that determine this by managing the organization to effectively come up with a way to make and ultimately the organization's service orientation, organizational culture can be positioned as effort should be taken. Second, service companies through regular training and education to maintain a certain level of service quality should be. Third, the service organization's service orientation is not a fad or a means of sustain and develop the company's survival strategy is to get out. To do this, good communication between the field and management can be achieved by a variety of channels to be established, and management's willingness to provoke sympathy for the employees should be provided.

목차

Abstract
 1. 서론
  1.1 연구의 배경
  1.2 연구의 목적
  1.3 연구의 방법
 2. 이론적 배경
  2.1 서비스지향성
  2.2 직무만족과 직무몰입
  2.3 고객지향성
 3. 실증연구설계
  3.1 연구모형 및 가설설정
  3.2 가설설정
  3.3 조사개요
 4. 실증 연구 분석
  4.1 표본분석결과
  4.2 가설검증
 5. 결론
  5.1 연구결과요약 및 시사점
  5.2 연구의 한계점
 6. 참고문헌

저자정보

  • 김용범 충주대학교 경영학과
  • 박성현 (주)KGB

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자료제공 : 네이버학술정보

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