References
- 강병서(1999), '인과분석을 위한 연구방법 론', 무역 경 영사
- 박성연(1999), '종업원의 직무만족과 조직의 서비스지향성이 종업원의 서비스지향에 미치는 영향에 관한 연구,' '한국마케팅저널', 제2권, 제1호, pp. 99-117
- 박성엽(1997), '종업원 만족이 종업윈의 고객지향에 미치는 영향에 관한 연구,' 서울대 학교 석사학위 논문
- 서성한 외(2001) '의료기관의 서비스지향성이 고객만족에 미치는 영향,' 고객만족경영연구 제3권 제2호
- 유정남 외(2000), '호텔기업의 서비스지향성이 종업윈 만족에 미치는 영향-등급별 분석을 중심으로,' '관광학연구', 제23권, 제2호, pp. 138-155
- 유필화, 권혁종(1996), '기업의 내부고객에 대한 세분화 전략과 제품정책의 결정에 관한 연구,' '경영학연구', 제25권, 제2호, pp. 245-277
- 이용기, 박대환, 박영균(1997), '호텔기업의 서비스접점요원의 지각된 서비스지향성: 조직 가치와 종업원태도 변수의 구조적 관계,' '대한경영학회지', 제16권, pp. 693-721
- 이학식 외(1998), '호텔산업의 시장지향성과 사업성과의 관계성, 그리고 매개변수에 관한 연구,' '경영학연구', 제28권, 제 1호, pp. 75-102
- 최귀선(2000), '의료서비스 질이 환자만족도, 서비스가치, 재이용 의사에 미치근 영향에 대한 구조분석,' 연세대학교 박사 학위 논문
- 통계청(2001), http://www.nso.go.kr
- Beatty, R. W. and Schnier, C. R.(1981), Personnel Administration. An Experiential Skill Building Approach, Addison Wesley Publishing Co
- Berry, L. L., Parasuraman, A. and Zeithaml, V. A.(1994), 'Improving Service Quality in Amehca: Lesson Learned,' Academy of Management Execute, Vol. 8, No. 2, pp. 32-52
- Bettecourt, L. and Brown S.(1997), 'Contact Employees: Relationship Among Workforce Fairness, Job Satisfaction and Service Behavior,' journal of Retailing, Vol. 73, Spring, pp. 39-61 https://doi.org/10.1016/S0022-4359(97)90014-2
- Bitner, M., Booms, B., and Tetreault, M.(1990), 'The Service Encounter: Diagnosing Favorable and Unfavorable Incidents,' Journal of Marketing, Vol. 54, January, pp. 71-84 https://doi.org/10.2307/1252174
- Chase, R. B. and Bowen, D. E.(1991) Service Quality and The Service Delivery System. A Diagnostic Framework in Service Quality-Multitidisciplinary and Multinational Perspectives, Canada. Lexington Books
- Church, A. (1995), 'Linking Leadership Behaviors to Service Performance: Do Managers Make a Difference?' Managing Service Quality, Vol. 5 No. 6, pp. 26-31 https://doi.org/10.1108/09604529510796566
- Hair, J. F. et al.(1995), Multivariate Data Analysis with Readings(4th ed), Englewood Cliffs: Prentice Hall
- Hartline, M. and Ferrell, O.(1996), 'The Management of Customer Contact Service Employees: An Empirical Investigation,' JournaI of Marketing, Vol. 60, October, pp. 52-70 https://doi.org/10.2307/1251901
- Hoffman, K. D. and Ingram, T. N.(1991), 'Creating Customer-Oriented Employees: The Case in Home Health Care,' Journal of Health Care Marketing, Vol. 11, No. 2, pp. 24-32
- Hogan, J. and Busch, R.(1984), 'How to Measure Service Orientation,' Journal of Applied Psychology, Vol. 69, No. 1, pp. 167-173 https://doi.org/10.1037/0021-9010.69.1.167
- Hollowell, R., Schlesinger, L. A. and Zornisky, J.(1996), 'Internal Service Quality, Customer and Job Satisfaction: Linkages and Implications for Management,' Human Resource Planning, Vol. 19, No. 2, pp. 206-231
- Jaworski, B. J. and Kohli, A. K.(1993), 'Market Orientation: Antecedents and Consequences,' Journal of Marketing, Vol. 57, July, pp. 53-70
- Kohli, A. K. and Jaworski, B. J.(1990), 'Market Orientation: The Construct, Research Propositions, and Managerial Implications,' Journal of Marketing, Vol. 54, April, pp. 1-18
- Kotler, P. (1991), Marketing Management'. Analysis, Planning, Implementation, and Control, Englewood Cliffs, N. J: Prentice-Hall Inc
- Lee, Y. et al.(1999), 'The Structural Relationships Between Service Orientation, Mediators, and Business Performance in Korea Hotel Firms,' Asia Pacific Journal of Tourism Research, Vol. 4, No. 1, pp. 50-78
- Levitt, T.(1980), 'Marketing Success Through Differentiation of Anything,' Harvard Business Review, Vol. 58, pp. 83-91
- Locke, E. A.(1976), The Nature and Causes of Job Satisfaction, In M. D. Dunnette(ed.), Handbook of Industhal and Organizational psychology, Rand McNally
- Lytle, R. S., Hom, P. W. and Mokwa; M P.(1998), 'SERV*OR: A Managerial Measure of Organizational Service-Orientation', Journal of Retailing, Vol. 74, No. 4, pp. 455-489 https://doi.org/10.1016/S0022-4359(99)80104-3
- McCormic, E. J. and Ilgen, D.(1980), Industrial Psychology, Prentice-Hall Inc
- Mohr, L. and Bitner, M.(1995), 'Process Factors in Service Delivery: What Employee Efforts Means to Customers,' Advances In Service Marketing and Management, Vol. 4, pp. 91-117
- Narver, J. C. and Slater, S. F.(1990), 'The Effect of a Market Orientation on Business Profitability', Journal of Marketing, Vol. 54, October, pp. 20-35 https://doi.org/10.2307/1251757
- Normann, R.(2001), Service Management : Strategy and Leadership in Service Business 3rd Edition, John Wiley & Sons, Inc
- Parasuraman, A., Zeithaml, V. and Berry, L. (1988), 'SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality,' Journal of Retailing, Vol. 64, Spring, pp. 13-40
- Parkington, J. J. and Schneider, B.(1979), 'Some Correlates of Experienced Job Stress: A Boundary Role Study,' Academy of Management Journal, Vol. 22, pp. 270-281 https://doi.org/10.2307/255589
- Porter. L. W. and Lawler III, E. E.(1968), Management Attitudes and Performance, Richard D. Irwin
- Porter. L. W. and Steers, R. M.(1973), 'Organizational Work and Personal Factors in Employee Turnover and Absenteeism,' Psychotogical Bulletin, pp. 250-265
- Roach, S. S.(1991), 'Services Under Siege: the Restructuring Imperative,' Harvard Business Review, Sep/Oct, pp. 82-91
- Rogers, J., Clow, K. and Kash T.(1994), 'Increasing Job Satisfaction of Service Personnel,' Journal of Service Marketing, Vol. 8, No. 1, pp. 14-26 https://doi.org/10.1108/08876049410053267
- Saxe, R. and Weitz, B. A.(1982), 'The SOCO Scale: A Measure of the Customer Orientation of Salespeople,' Journal of Marketing Research, Vol. 22, August, pp. 343-351
- Schlesinger, L. A. and Heskett, J. L.(1991), 'The Service Driven Service Company', Harvard Business Review, Sep/Oct, pp. 71-81
- Schneider, B., Parkington, J. and Buxton, V. M.(1980), 'Employee and Customer Perceptions of Service in Banks,' Administrative Science Quarterly, Vol. 25, No. 2, pp. 252-267 https://doi.org/10.2307/2392454
- Siguaw, J. A., Brown, G. and Widing Jr., R. E.(1994), 'The Influence of the Market Orientation of the Firm on Sale Force Behavior and Attitudes,' Journal of Marketing Research, Vol. 31, February, pp. 106-116 https://doi.org/10.2307/3151950
- Slater, S. F. and Narver, J. C.(1994), 'Does Competitive Environment Moderate the Market Orientation Performance Relationship?' Journal of Marketing, Vol.58, January, pp. 46-55 https://doi.org/10.2307/1252250
- Szilargyi Jr., A. D. and Wallace, Jr., M. J.(1983), Organizational Behavior and Performance, Scott, Foresman and Co
- Treacy, M. and Wiersema, F.(1993), 'Customer Intimacy and Other Value Disciplines,' Harvard Business Review, Jan/Feb, pp. 84-95
- Zeithaml, V. and Bitner, M.(1997), Service Marketing, The MacGraw Hill Book Co