대한안전경영과학회지 (Journal of the Korea Safety Management & Science)

  • 제13권4호
  • /
  • Pages.139-151
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  • 2011
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  • 1229-6783(pISSN)
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  • 2288-1484(eISSN)
대한안전경영과학회 (Korea Safety Management & Science)
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조직의 서비스지향문화가 서비스품질 및 고객지향성에 미치는 영향에 관한 연구

A study of the influence of Organizational Service Oriented Culture on the Service Quality and Customer Orientation

  • 투고 : 2011.10.20
  • 심사 : 2011.12.12
  • 발행 : 2011.12.31
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초록

Among recent management innovation activities of companies, one of the most important competitive advantage through customer satisfaction, and to which members of the organization's service orientation is essential. The company's service orientation is closely related to the organization's culture. In this study, the organization's service-oriented culture, the internal service quality, job satisfaction and organizational commitment, and ultimately affects the employee's influence on customer orientation will look at that. Results and implications of this study can be summarized as follows. the internal service quality among the factors tangibles, assurance, empathy, job satisfaction showed a significant influence on the type of empathy and emotional commitment castle had a significant impact on. With these results, relationships with colleagues within the organization, such as work environment and job satisfaction and emotional commitment, the atmosphere is very important to know that you can affect. Therefore, the members of the company to increase job satisfaction and organizational commitment, corporate culture, business as well as collaboration with colleagues to share the emotional atmosphere of sympathy for the business environment will get improved.

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참고문헌

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