원문정보
A study on the Effects of Internal Customer Assistance Activity on Market Orientation and Customer Orientation
초록
영어
Business environment, competition among firms in recent years, diverse and fragmented by the symbol of the consumer has become very complex and intense. Nevertheless, for the best performance of firms differentiated their company strives to have unique core competencies. In this study, reviewing the internal customer support activities and existing research on market orientation and then how it affects the future strategy for the internal customer support activities. Through the results of this study, first, to appear understanding of the effect of education and training to customers in enterprise-wide, strategic plan through competitor analysis, improved communication between departments, etc need to design to be effective in performance of company in a long term when in planning and training for employees such as job training, service training and training for improving service mind. Second, employment stability and internal communications to the employee's customer orientation showed no significant affect. This is considered for employees due to lack of fear or anxiety, so the employer could focus on his role in the current organization willing to participate actively for goals of the organization. Finally external customer orientation in the employee's customer orientation did not affect the analysis results which is appeared to in companies are constantly communicating with employees through the company's position and the difference between the employee's position is necessary to look for ways to narrow down.
목차
1. 서론
2. 이론적 배경
2.1 내부고객 지원활동
2.2 시장지향성
2.3 고객지향성
3. 연구모형 및 가설
3.1 연구모형
3.2 가설설정
4. 실증분석
4.1 자료수집 및 표본 특성
4.2 타당성 분석
4.3 신뢰성분석
4.4 연구모형의 가설검정
5. 결론
5.1 연구요약 및 시사짐
5.2 연구의 한계 및 향후 연구방향
6. 참고문헌