Browse > Article

A Study on the Effects of Internal Marketing on the Employee's Job Attitude and Customer Orientation in Container Terminal Operators  

Hwang, Seok-Jun (Korea National Maritime University)
Shin, Han-Won (Korea National Maritime University)
Publication Information
Journal of Fisheries and Marine Sciences Education / v.23, no.2, 2011 , pp. 319-332 More about this Journal
Abstract
This study concerns the importance of internal marketing, employee's attitude, and customer orientation through the change of port industry and the operational condition of domestic container terminals. In accordance with this, the structural relationship among variables, which are internal marketing, employee's attitude and customer orientation in container terminals need to be acknowledged to secure competitive advantage and to maintain continuous transaction relationship with customer through the empirical research. The purpose of this study is to firstly, understand the current facilities and situation of container terminals in Busan port, and its changing environment of port industry. Secondly, provide basic information through the seeking whether the concept of internal marketing is able to apply into port industry. Thirdly, establish the theoretical system through the literature consideration on internal marketing, employee's attitude and customer orientation in container terminals. Finally, draw useful suggestions for managing container terminals through the structural relationship among variables, which are internal marketing, employee's attitude and customer orientation in container terminals.
Keywords
Container terminals; Internal marketing; Employee's attitude; Customer orientation;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
연도 인용수 순위
1 김광익 외(2009). 해운서비스 품질이 고객만족과 충성도에 미치는 영향에 관한 실증연구, 한국항만경제학회지, 25(1), 223-248.
2 김성국(1998). 국제운송물류의 고객만족에 관한 연구, 한국해운학회지, 제27호, 204-212.
3 권오주.백인흠(2009). 해사개론: 이론과 실무를 중심으로, 해인출판사.
4 송대길 외(2008). 해운기업의 종업원만족이 고객 지향적 행동에 미치는 영향에 관한 실증연구, 해운물류연구, 제58호, 19-40.
5 이상평 외(2010). 해운기업의 고객지향성이 서비스품질과 고객만족에 미치는 영향에 관한 연구, 한국해운물류학회지, 26(3), 379-405.
6 이재율.신한원(2009). 인지된 물류역량이 고객충성도에 미치는 영향에 관한 실증연구, 물류학회지, 19(1), 153-173.
7 최영로.임광수(2008). 해운서비스 회복의 공정성이 고객만족과 관계질에 미치는 영향에 관한 연구, 해운물류연구, 제56호, 13-32.
8 Anderson, P., and T. Chambers(1975). A Reward Meawurement Model of Organizational Buying Behavior, Journal of Marketing, Vol.49(Spring), 7-23.
9 Bitner, M. J. B. H. Booms and M. S. Tetreault(1990). The Service Encounter: Diagnosing Favorable and Unfavorable Incidents, Journal of Marketing, Vol.54, No.1, 79-83.
10 Berry, L. L(1981). The Employee as Customer, Journal of Retailing Banking, Vol.3(1), 33-40.
11 Cranny, C. J., Smith.P. C. and Stone, E. F.(1994). Job Satisfaction: How People Feel about Their Jobs and How It Affects Their Performance, Aministrative Science Quarterly, Vol.39, No.1, 186-188.   DOI   ScienceOn
12 Narver, J. C., and S. F. Slater(1994). Market Orientation, Customer Value, and Superior Performance, Business Horizons, Vol.37, No.2, 24-27.
13 Piercy, N. F(1995). Customer Satisfaction and Internal Market: Marketing Our Customer to Our Employees, Journal of Marketing Practice: Applied Marketing Science: Vol.1(1), 22-44.   DOI   ScienceOn
14 Rafiq, M., and P. K. Ahmed(1993). The Scope of Internal Marketing: Defining of Boundary between Marketing and Human Resource Management" Journal of Marketing Management, Vol.9, 219-232.   DOI   ScienceOn
15 Saxe, R., and B. A. Weitz(1982). The SOCO Scale: A Measure of the Customer Orientation of Salespeople, Journal of Marketing Research, Vol.19(3), 343-351.   DOI   ScienceOn
16 Smith, H. C.(1995). Psychology of Industrial Behavior, New York: McGraw-Hill.