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논문검색

공정성 이론을 근거로 한 IT 서비스 공급자의 신뢰와 직무만족이 고객지향성에 미치는 영향에 관한 연구 : 공공부문 IT아웃소싱을 중심으로

원문정보

Study on the Effects of Trust and Job Satisfaction for IT Service Providers on Customer Orientation Based on the Equity Theory : Focusing on IT Outsourcing in the Public Sector

정승훈, 안준모, 권두순

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초록

영어

With the recent rapid development of the IT industry, it is getting more difficult for corporations to maintain a continuously competitive edge and secure outstanding technologies and highly skilled workers. In order to, therefore, achieve a strategically dominant position over their competitors, corporations are considering IT outsourcing to give them an advantage. This study is designed to help us understand the influential factors of the information system quality of public IT outsourcing, and analyze how these factors affect customer orientation. A research model utilizing the main variables of the equity theory was suggested, emphasizing fair compensation for the organization, and which is expected to affect the customer orientation of public IT outsourcing, trust, and job satisfaction. In order to verify this research model empirically, questionnaires were conducted on the employees of IT outsourcing corporations. 154 samples were collected through questionnaires, and path analysis was performed to analyze the relationships among factors. As a result of path analysis, distributive justice, an influential factor of public IT outsourcing, significantly influenced trust, but did not significantly influence job satisfaction. Procedural justice significantly influenced trust and job satisfaction. Interactional justice did not influence trust, but significantly influenced job satisfaction. Trust significantly influenced job satisfaction but did not influence customer orientation. Lastly, job satisfaction significantly influenced customer orientation. This study suggests that efforts must be made to improve organizational justice for public IT outsourcing corporations in order to satisfy their customers' various needs and qualitatively improve their IT services.

목차

Ⅰ. 서론
 Ⅱ. 이론적 배경
 Ⅲ. 연구모형, 가설설정, 연구방법
 Ⅳ. 실증분석
 Ⅴ. 결론 및 시사점
 참고문헌
 Abstract

저자정보

  • 정승훈 Seung-Hoon Jung. 건국대학교 정보통신대학원 석사과정
  • 안준모 Joon-Mo An. 건국대학교 경영대학 경영정보학과 교수
  • 권두순 Do-Soon Kwon. 건국대학교 MIS 경영학과 박사과정

참고문헌

자료제공 : 네이버학술정보

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