원문정보
The Relationship among Interpersonal Communication, Job Satisfaction, and Customer Orientation of Service Employees
초록
영어
Effective interpersonal communication during service encounters has a definite impact on maintaining a good relationship between the service employee and the customer. There has been considerable research on the effect of interpersonal communication of service employees on customer perception. However, not much research on the effect of interpersonal communication on service employees. According to an communication perspective, both customers and employees are influenced by interpersonal communication. The study examined the relationship among interpersonal communication, job satisfaction, and customer orientation of service employees. Using a survey created for the study the three hypotheses are tested using a sample of hotel service employees in Korea. Interpersonal communication was found to be relate positively to job satisfaction. Job satisfaction was found to be relate positively to customer orientation. Interpersonal communication was found to be relate positively to customer orientation. In addition, job satisfaction was found to mediate the influence of interpersonal communication on customer orientation. Conclusions are then presented followed by theoretical and managerial implications of the findings.
목차
Ⅰ. 서론
Ⅱ. 이론적 배경
1. 서비스 종사원의 대인커뮤니케이션
2. 직무만족
3. 고객지향성
Ⅲ. 연구 설계
1. 연구가설 및 연구모형
2. 변수의 조작적 정의 및 측정도구
Ⅳ. 검증 결과
1. 표본의 인구통계적 특성
2. 측정도구의 타탕성 및 신뢰성 검증
3. 상관관계
4. 가설의 검증
Ⅴ. 결론
참고문헌