DOI QR코드

DOI QR Code

서비스 조직의 고객지향성에 영향을 미치는 변수에 관한 연구

A Study on Variables Affecting Customer Orientation of Service Organizations

  • 임종빈 (이천 농협) ;
  • 김용범 (한국교통대학교 항공서비스학과) ;
  • 최유진 (한국교통대학교 항공서비스학과)
  • Lim, Jong-Bin (Icheon Nonghyup) ;
  • Kim, Yong-Beom (Department of Airline Service, Korea National University of Transportation) ;
  • Choi, Yu-Jin (Department of Airline Service, Korea National University of Transportation)
  • 투고 : 2016.10.21
  • 심사 : 2016.12.20
  • 발행 : 2016.12.30

초록

Service industry can be divided largely into commercial industry, banking industry, insurance industry, advertising industry, and tourism industry. Of these, banking industry is playing an essential role as it constitutes the backbone of economy. Banking industry, which belongs to financial industry, is sensitive to external environment. In this kind of industry, internal dynamics of an organization is very important. The purpose of this research is to find out what kind of influence the relation of internal dynamics perceived by members of Nonghyup organization has on customer orientation via quality of internal service. For the purpose, we have reviewed preceding studies on variables that affect customer orientation and developed a measuring tool in a form that fits banking organizations. Internal service quality, job satisfaction, and organizational immersion which play a mediating role in the model of this research not only turned out to have a significant influence on customer orientation, they also turned out to have the strongest influence. This research has academic significance as it carried out a research with an emphasis on variables that affect customer orientation of members of Nonghyup organization. Regarding practical significance, it was intended to present useful data that can be utilized for an analysis of internal service quality management and capability of human resource management.

키워드

참고문헌

  1. Kim, Y.T, Kim, H.W, Jung, M.H.(2010), "Improvement of awareness and management of the workforce for Care of Elderly Care Facilities in history.", A Study on the Senior Citizen Welfare Program, 50:243-62.
  2. Park S.Y.(2000), "The employees' job satisfaction and service orientation service orientation of the employees of the organization A Study on the impact on.", Asia Marketing Journal, 2(1):99-117.
  3. Jeon M.Y.(2010), "A Study on the impact Environment at the marketability of the interior of export businesses.", local doctoral dissertation Graduate School of Kyung Hee University.
  4. Anderson, James C., and James A. Narus. (1990), "A model of distributor firm and manufacturer firm working partnerships", The Journal of Marketing, 42-58.
  5. Antonovsky, Helen F., and Aaron Antonovsky. (1974), "Commitment in an israeli kibbutz", Human Relations, 27(3): 303-19. https://doi.org/10.1177/001872677402700308
  6. Becker, Howard S.(1960), "Notes on the concept of commitment", American Journal of Sociology, 32-40.
  7. Bowen, DAVID, and E. Lawler III.(1992), "The why, how, and when of empowerment: Farewell to the production line approach to service?", Sloan Management Review, 33:31-9.
  8. Brown, Karen A., and Terence R. Mitchell. (1993), "Organizational obstacles: Links with financial performance, customer satisfaction, and job satisfaction in a service environment", Human Relations, 46(6):725-57. https://doi.org/10.1177/001872679304600603
  9. Bruhn, Manfred.(2003), "Internal service barometers: Conceptualization and empirical results of a pilot study in switzerland", European Journal of Marketing, 37(9):1187-204. https://doi.org/10.1108/03090560310486942
  10. Carson, Kerry D., Paula Phillips Carson, Ram Yallapragada, and William C. Roe. (2001), "Teamwork or interdepartmental cooperation: Which is more important in the health care setting?", The Health Care Manager, 19(4):39. https://doi.org/10.1097/00126450-200119040-00007
  11. Chapanis, Alphonse, and Lionel E. Lindenbaum.(1959), "A reaction time study of four control-display linkages", Human Factors: The Journal of the Human Factors and Ergonomics Society, 1(4):1-7.
  12. Conduit, Jodie, and Felix T. Mavondo. (2001), "How critical is internal customer orientation to market orientation?", Journal of Business Research, 51(1):11-24. https://doi.org/10.1016/S0148-2963(99)00044-2
  13. Daniel, Kerry, and David N. Darby.(1997) "A dual perspective of customer orientation: A modification, extension and application of the SOCO scale.", International Journal of Service Industry Management, 8(2):131-47. https://doi.org/10.1108/09564239710166254
  14. Day, George S., and Robin Wensley.(1988), "Assessing advantage: A framework for diagnosing competitive superiority", The Journal of Marketing, 1-20.
  15. Deshpande, Rohit, John U. Farley, and Frederick E. Webster Jr.(1993), "Corporate culture, customer orientation, and innovativeness in japanese firms: A quadrad analysis", The Journal of Marketing, 23-37.
  16. Donavan, D. Todd, and Mary Ann Hocutt. (2001), "Customer evaluation of service employee's customer orientation: Extension and application", Journal of Quality Management, 6(2):293-306. https://doi.org/10.1016/S1084-8568(01)00041-4
  17. Frost, Frederick A., and Mukesh Kumar. (2000), "INTSERVQUAL-an internal adaptation of the GAP model in a large service organisation", Journal of Services Marketing, 14(5):358-77. https://doi.org/10.1108/08876040010340991
  18. Gaski, John F.(1984), "The theory of power and conflict in channels of distribution", The Journal of Marketing, 9-29.
  19. Geralis, Michelle, and Mile Terziovski. (2003), "A quantitative analysis of the relationship between empowerment practices and service quality outcomes", Total Quality Management & Business Excellence, 14(1):45-62. https://doi.org/10.1080/14783360309707
  20. Gibson, James L., John M. Ivancevich, and James H. Donnelly.(1988), "Organizations: Behaviour, structure, processes", Business Publication.
  21. Gremler, Dwayne D., Mary Jo Bitner, and Kenneth R. Evans.(1994), "The internal service encounter", International Journal of Service Industry Management, 5(2):34-56. https://doi.org/10.1108/09564239410057672
  22. Hartline, Michael D., and Orville C. Ferrell.(1996), "The management of customer-contact service employees: An empirical investigation", The Journal of Marketing, 52-70.
  23. Hatch, Mary Jo, and Ann L. Cunliffe.(2013), "Organization theory: Modern, symbolic and postmodern perspectives", Oxford university press.
  24. Heskett, James L., Thomas O. Jones, Gary W. Loveman, W. Earl Sasser, and Leonard A. Schlesinger.(2008), "Putting the service-profit chain to work", Harvard Business Review.
  25. Heskett, James L., and LA Schlesinger.(1994), "Putting the service-profit chain to work", Harvard Business Review, 72(2):164-74.
  26. Hoffman, K. D., & ingram, TN(1991), "creating customer oriented employees: The case in home health care", Journal of Health Care Marketing, 11(2):24-32.
  27. Hoffman, K. Douglas, and Thomas N. Ingram.(1991), "C rearing C mtomer-orz'ented employees: Tlae case in home health care".
  28. Hurley, Robert F. and Hooman Estelami.(1998),"Alternative indexes for monitoring customer perceptions of service quality: A comparative evaluation in a retail context", Journal of the Academy of Marketing Science, 26(3):209-21. https://doi.org/10.1177/0092070398263003
  29. Jaworski, Bernard J., and Ajay K. Kohli.(1993), "Market orientation: Antecedents and consequences", The Journal of Marketing, 53-70.
  30. Kelley, Scott W. and K. Douglas Hoffman.(1997). "An investigation of positive affect, prosocial behaviors and service quality", Journal of Retailing, 73(3):407-27. https://doi.org/10.1016/S0022-4359(97)90025-7
  31. Kohli, Ajay K., and Bernard J. Jaworski.(1990), "Market orientation: The construct, research propositions, and managerial implications", The Journal of Marketing, 1-18.
  32. Korunka, Christian, Dieter Scharitzer, Pascale Carayon, Peter Hoonakker, Angelika Sonnek, and Francois Sainfort.(2007), "Customer orientation among employees in public administration: A transnational, longitudinal study", Applied Ergonomics, 38(3):307-15. https://doi.org/10.1016/j.apergo.2006.04.019
  33. Locke, Edwin A.(1976), "The nature and causes of job satisfaction", Handbook of Industrial and Organizational Psychology, 1:1297-343.
  34. Lusch, Robert F.(1976), "Channel conflict-its impact on retailer operating performance", Journal of Retailing, 52(2):3.
  35. Lytle, Richard S. Peter W. Hom, and Michael P. Mokwa.(1998), "SERV? OR: A managerial measure of organizational service-orientation", Journal of Retailing, 74(4):455-89. https://doi.org/10.1016/S0022-4359(99)80104-3
  36. McCormic, Ernest J. and Joseph Tiffin.(1974), Industrial psychology, London l966.
  37. McGrath, Joseph Edward.(1964), "Social psychology: A brief introduction", Holt, Rinehart and Winston.
  38. Menon, Ajay, Bernard J. Jaworski, and Ajay K. Kohl.(1997), "Product quality: Impact of interdepartmental interactions", Journal of the Academy of Marketing Science, 25(3):187-200. https://doi.org/10.1177/0092070397253001
  39. Mowday, R. T., Porter, L., & Richard, M. Steers(1982), "Organizational Linkages: The Psychology of Commitment, Absenteeism, and Turnover", Journal of Applied Psychology, 74:152-156.
  40. Narver, John C., and Stanley F. Slater.(1990). "The effect of a market orientation on business profitability", The Journal of Marketing, 20-35.
  41. Novicevic, Milorad M., Michael G. Harvey, M. Ronald, and Jo Ann Brown-Radford.(2006), "Authentic leadership: A historical perspective", Journal of Leadership & Organizational Studies, 13(1):64-76. https://doi.org/10.1177/10717919070130010901
  42. O'Hara, Bradley S., James S. Boles, and Mark W. Johnston.(1991), "The influence of personal variables on salesperson selling orientation", Journal of Personal Selling & Sales Management, 11(1):61-7.
  43. O'Reilly, Charles A., and Jennifer Chatman.(1986), "Organizational commitment and psychological attachment: The effects of compliance, identification, and internalization on prosocial behavior", Journal of Applied Psychology, 71(3):492. https://doi.org/10.1037/0021-9010.71.3.492
  44. Rafiq, Mohammed, and Pervaiz K. Ahmed.(2000), "Advances in the internal marketing concept: Definition, synthesis and extension", Journal of Services Marketing, 14(6):449-62. https://doi.org/10.1108/08876040010347589
  45. Rafiq, Mohammed, and Pervaiz K. Ahmed.(1998), "A customer-oriented framework for empowering service employees", Journal of Services Marketing, 12(5):379-96. https://doi.org/10.1108/08876049810235423
  46. Raven, Bertram H., and Arie W. Kruglanski.(1970), "Conflict and power", The Structure of Conflict, 69-109.
  47. Rindfleisch, Aric, and Christine Moorman.(2003), "Interfirm cooperation and customer orientation", Journal of Marketing Research, 40(4):421-36. https://doi.org/10.1509/jmkr.40.4.421.19388
  48. Saxe, Robert, and Barton A. Weitz.(1982), "The SOCO scale: A measure of the customer orientation of salespeople", Journal of Marketing Research, 343-51.
  49. Simon, Herbert A.(1996), "The sciences of the artificial", MIT press.
  50. Spreitzer, Gretchen M.(1995), "Psychological empowerment in the workplace: Dimensions, measurement, and validation", Academy of Management Journal, 38(5):1442-1465. https://doi.org/10.2307/256865
  51. Steers, Richard M.(1977), "Antecedents and outcomes of organizational commitment", Administrative Science Quarterly, 46-56.
  52. Stichler, J. F.(1995), "Professional interdependence: The art of collaboration", Advanced Practice Nursing Quarterly, 1(1): 53-61.
  53. Szilagyi, Andrew D, and Marc J. Wallace.(1983), "Organizational behavior and performance", Good Year Books.
  54. Thomas, Kenneth W, and Betty A. Velthouse.(1990), "Cognitive elements of empowerment: An "interpretive" model of intrinsic task motivation", Academy of Management Review, 15(4):666-681. https://doi.org/10.5465/AMR.1990.4310926
  55. Todd, Samuel Y. and Aubrey Kent.(2006), "Direct and indirect effects of task characteristics on organizational citizenship behavior", North American Journal of Psychology, 8(2).
  56. Wind, Yoram, and Thomas S. Robertson.(1983), "Marketing strategy: New directions for theory and research", The Journal of Marketing, 12-25.
  57. Zeithaml, Valarie A., Leonard L. Berry, and Anantharanthan Parasuraman.(1988), "Communication and control processes in the delivery of service quality", The Journal of Marketing, 35-48.