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A Study of Service Orientation, Human Resource Satisfaction, Customer Orientation Effects on Performance in Hospital  

김상철 (유한대학 유통물류과)
이현수 (경희대학교 경영학부)
Publication Information
Journal of Korean Society for Quality Management / v.30, no.2, 2002 , pp. 11-25 More about this Journal
Abstract
This paper is to find how does service orientation of organization and human resource job satisfaction affect its customer orientation, that is, its service attitude and behavior toward customer. Purpose of this study is also to measure the level of employees' customer orientation more systemic. Consequently, the correlation between service orientation and performance can be identified and more effective guideline for service quality management can be draw through this study. The findings of this paper are as followings; Firstly, it is found that reward system and CEO's vision toward service orientation affect employee's job satisfaction positively, It's analyzed on Gap analysis model of PZB. Secondly, in point of inner marketing, employee who is satisfied with his job shows higher customer orientation. Thirdly, strategy change of organization in response to environment change in hospital industry influences on performance positively.
Keywords
Service Orientation; Human Resource Satisfaction; Customer Orientation; Hospital;
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