대한안전경영과학회지 (Journal of the Korea Safety Management & Science)

  • 제14권3호
  • /
  • Pages.245-257
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  • 2012
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  • 1229-6783(pISSN)
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  • 2288-1484(eISSN)
대한안전경영과학회 (Korea Safety Management & Science)
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내부고객 지원활동이 종업원의 시장지향성과 고객지향성에 미치는 영향에 관한 연구

A study on the Effects of Internal Customer Assistance Activity on Market Orientation and Customer Orientation

  • Lee, Gun-Hong (Se-Ah Special Steel) ;
  • Jang, Byeong-Jib (Korea National University of Transportation) ;
  • Yoon, Ji-Eun (Business Administration, Korea National University of Transportation) ;
  • Kim, Yong-Beom (Business Administration, Korea National University of Transportation)
  • 투고 : 2012.07.18
  • 심사 : 2012.09.05
  • 발행 : 2012.09.30
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초록

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.

키워드

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