Journal of Industrial Convergence (산업융합연구)

DAEHAN Society of Industrial Management (대한산업경영학회)
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Exploratory Study on the Internal Customer Orientation of Vocational Rehabilitation Facilities for People with Disabilities

장애인직업재활시설의 내부고객지향성에 관한 탐색적 연구

  • Suk-Kyung Shin (Dept. of Rehabilitation, Jeonju University)
  • 신숙경 (전주대학교 재활학과)
  • Received : 2024.06.24
  • Accepted : 2024.07.23
  • Published : 2024.07.28
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Abstract

This paper explores strategies to enhance internal customer orientation from the perspectives of both disabled clients and people without disabilities (social workers) within vocational rehabilitation facilities. It proposes efficient operational strategies for these facilities through a literature review on the relationship between internal customer orientation and performance. In this process, it examines how satisfying internal customer needs and focusing on job satisfaction in service provision impacts the overall economic and social performance of the organization. The study also identifies practical strategies that can help vocational rehabilitation facilities overcome challenges and achieve sustainable development.

본 논문은 직업재활시설의 내부고객인 장애인의 관점과 비장애인 직원(사회복지종사자)의 관점으로 내부고객지향성 강화 전략을 모색하고 시설의 내부고객지향성과 성과 간의 관계에 대한 문헌연구를 통하여 장애인직업재활시설의 효율적인 운영 방안을 제안하였다. 이 과정에서 내부고객의 요구를 충족시키고 직무만족을 중심으로 한 서비스 제공이 조직의 전반적인 경제적 성과와 사회적 성과 향상에 어떠한 영향을 미치는지 관련 문헌들을 검토하였다. 이를 통해 직업재활시설이 직면한 도전과제를 극복하고 지속 가능한 발전을 이룰 수 있는 실질적인 전략을 도출하였다.

Keywords

Acknowledgement

This paper was conducted with the support of the Jeonju University sabbatical year research grant in 2021.

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