• 간호행정학회지
• /
• 제21권1호
• /
• pp.10-19
• /
• 2015

Purpose: This study was designed to assess the degree of Positive psychological capital, Organizational commitment, Customer orientation of clinical nurses, and to identify correlations between these variables. Methods: Participants were 230 nurses working in three hospitals located in Seoul. Data were analyzed using descriptive statistics, t-test, ANOVA, Scheff$\acute{e}$ test, Pearson Correlation, and Multiple Regression. Results: Mean scores were 3.32 (5 point scale) for Positive psychological capital, 3.03 (5 point scale) for Organizational commitment, 3.71 (5 point scale) for Customer orientation. Positive psychological capital correlated positively with Organizational commitment (r=.29, p<.001) and Customer orientation (r=.58, p<.001). Organizational commitment correlated positively with Customer orientation (r=.28, p<.001). Positive psychological capital had a significant influence on Customer orientation. and these combinations explained 34.2% of the variance in Customer orientation (F=25.68, p<.001). Organizational commitment had a mediating effect between Positive psychological capital and Customer orientation. Conclusion: The results of this study suggest a need for strategies to improve Customer orientation by enhancing the Positive psychological capital of nurses. Furthermore, study to develop and apply a Positive psychological capital promotion program should be conducted.

• 한국식품조리과학회지
• /
• 제31권3호
• /
• pp.370-377
• /
• 2015

The purpose of this study was to obtain data to improve customer orientation by managing emotional labor in foodservice employees. This study investigated the correlation between emotional labor (surface acting, deep acting), job burnout (emotional exhaustion, cynicism), and job engagement (vigor, dedication, absorption) in high school foodservice employees, and how they affect customer orientation. Our survey was administered to 330 school foodservice employees in the Busan area from June 2 to June 27, 2015. A total of 321 questionnaires were used for final analysis. The mean values for deep acting (p<0.01), cynicism (p<0.01), and dedication (p<0.05) significantly according to the position of the emproyees. The mean customer orientation significantly according to employment status (p<0.01) and meal service time (p<0.01). There was positive correlation (p<0.01) between surface acting, and emotional exhaustion cynicism, but negative correlation (p<0.01) between surface acting and vigor, dedication, absorption, and customer orientation. Deep acting had negative correlation (p<0.01) with emotional exhaustion and cynicism, positive correlation (p<0.05) with vigor, dedication, absorption, and customer orientation. Surface acting had negative influences on emotional exhaustion and cynicism, cynicism had negative influences on vigor, dedication, absorption, and customer orientation. Deep acting had positive influences on absorption and customer orientation, absorption had positive influences on customer orientation. Thus, nutrition teacher(dietitian) should educate foodservice employees the positive effects of deep acting to change their surface acting to deep acting, while actively managing internal customers.

• 한국의류학회지
• /
• 제36권9호
• /
• pp.979-990
• /
• 2012

This study explores the correlation between personality traits, customer orientation, job satisfaction, and job performance. This study examines the impacts of personality traits and customer orientation on job satisfaction and job performance. Data were collected using a questionnaire survey. A convenience sample was drawn from salespeople working for department stores in Daegu and Pohang between September $1^{st}$ to $7^{th}$ 2011. A total of 337 responses were complete and usable questionnaires. Data were tested through factor analysis, correlation analysis, and regression analysis, using SPSS 12.0. Three main points are shown through this study. First, the correlation of all five factors extracted from salespeople personality traits with customer orientation was statistically significant. Personality traits and customer orientation were partially correlated with job satisfaction or job performance. Second, the regression analysis was conducted to examine the influence of personality traits and customer orientation on job satisfaction; subsequently, only two factors extracted from customer orientation (consideration for customers and customer-centered thinking) were significant predictors of job satisfaction. Third, the result of the regression analysis between personality traits and job performance showed that the most influential predictor of job performance was conscientiousness, followed by likeability, openness and introversion. The most influential factor between customer orientation and job performance was competence in providing product information, followed by consideration for customers, customer-centered thinking, and a reliability-focused response.

• 대한안전경영과학회지
• /
• 제13권4호
• /
• pp.17-24
• /
• 2011

Logistics company strives for satisfaction of customer service. the internal clients of corporation, the engineers of driver enhance their thinking about customer orientation by education of important about customer services. the study reached the conclusion that result which analyzed the important fact of enhancing customer orientation strategy by AHP show an ability of dealing with customer improves customer orientation strategy. because the desire of customer is various, it is difficult to have standard of dealing thought, the program of improvement of dealing ability should be developed and trained to improve customer orientation.

• 마케팅과학연구
• /
• 제17권4호
• /
• pp.1-22
• /
• 2007

본 연구는 호텔기업의 종업원 서비스지향성이 종업원의 서비스성과, 직무만족, 그리고 조직몰입에 미치는 영향을 연구하기 위한 것이다. 이를 위하여 부산지역 특1급 호텔에 근무하는 278명의 종업원들로부터 데이터를 수집하였다. 분석결과는 다음과 같다. 첫째, 호텔기업 종업원의 서비스지향성이 높을수록, 서비스성과, 직무만족, 그리고 조직몰입이 높아지는 것으로 나타났다. 둘째, 서비스성과가 높을수록, 직무만족, 조직몰입이 높아지는 것으로 나타났다. 셋째, 직무만족이 높을수록, 조직몰입이 높아지는 것으로 나타났다. 마지막으로, 본 연구의 시사점과 한계점, 그리고 향후 연구방향이 제시되었다.

• 한국직업건강간호학회지
• /
• 제20권3호
• /
• pp.337-345
• /
• 2011

Purpose: This study was conducted to evaluate the relationships among the service education satisfaction, service involvement, and customer orientation of hospital employees after yearly-planned MOT service education. Methods: The data collection was done through the questionnaire survey in a university hospital located in D city from March 15 to 31, 2010. The statistical analysis was done by SPSS/WIN 18.0 program. Results: The enrolled employees were two hundred and seventy six. Among the characteristics of employees, adequate work load, good payment, reasonable promotion system, suitability of work aptitude and good relationships with staff improved the service education satisfaction, customer orientation, and service involvement of hospital employees. For the customer orientation, old age and lower educational background were positive factors. The correlations among the service education satisfaction, customer orientation, and service involvement of hospital employees were significant. The factors that affect customer orientation and service involvement were found to be age, suitability of work aptitude and service education satisfaction. Conclusion: In conclusion, customer orientation and service involvement were related with the satisfaction of employees for working condition and service education. In terms of good medical service quality, plans for maintaining adequate working environment and systematic service education should be established.

• 디지털융복합연구
• /
• 제10권11호
• /
• pp.203-208
• /
• 2012

본 연구에서 환대산업의 대표적인 기업은 호텔기업을 대상으로 정보시스템 구축이 고객지향성, 서비스지향성, 성과간의 영향관계를 파악하고자 했다. 부산, 서울지역에 소재하는 호텔에 종사하는 종사원을 대상으로 편의추출방식으로 표본을 추출하여 조사하였다. 연구결과의 도출을 하기 위하여 선행연구를 근거로 연구가설을 설정하였으며 정보시스템 구축이 고객지향성, 서비스지향성, 성과간의 영향관계를 파악하였다. 가설검증결과 정보시스템 구축의 기술수용모델 중 유용성은 서비스지향성과 고객지향성이 유의한 영향을 미쳤으나 용이성은 서비스지향성과 고객지향성에 대하여 유의한 영향을 미치지 않고 있었다. 또한 서비스지향성과 고객지향성에서는 경영성과에는 유의한 결과가 도출이 되었으나 개인성과에는 유의한 결과가 도출되지 않았다.

• Safety and Health at Work
• /
• 제9권4호
• /
• pp.441-446
• /
• 2018

Background: The emotional labor performed by organization members affects psychological well-being at the individual level, which consequently affects results at the organizational level. Moreover, despite evidence that the customer orientation and service level of nurses greatly affect hospital management, studies that comprehensively analyze emotional labor, work burnout, and work engagement related to customer orientation and service level are lacking. This study investigated relationships and paths by designing a model of the effect of emotional labor performed by nurses on the level of service delivery and customer orientation. Methods: This survey-based study was based on a path analysis designed to verify a hypothesized model involving emotional labor performed by nurses, level of service delivery, customer orientation, work engagement, and burnout. Questionnaires were distributed to 378 nurses in general hospitals with more than 500 beds located in Seoul, Republic of Korea, between March 25 and April 8, 2013. Results: The results showed that deep acting and work engagement had direct and indirect effects on increasing the level of service delivery and customer orientation of nurses. However, surface acting had an indirect effect on reducing the level of service delivery and customer orientation. Conclusion: It would be more effective to develop interventions to enhance deep acting and work engagement than to attempt to reduce surface acting and work burnout in clinical nursing settings.

• 경영정보학연구
• /
• 제23권1호
• /
• pp.93-113
• /
• 2021

서비스 지향성과 고객 지향성은 서비스 기업의 성공을 결정짓는 서비스 기업내 중요한 자산으로 인식되고 있다. 그러나 이들 지표는 서비스 제공 경험을 토대로 한 서비스 기업 내부의 자가 진단을 통해 평가된다. 그렇기 때문에 모바일 앱 등 비대면 채널을 기반으로 금융서비스를 제공하는 핀테크 기업의 경우 자사의 서비스 지향성이나 고객 지향성을 평가하기가 쉽지 않은 것이 사실이다. 이에 본 연구에서는 고객의 평가를 통해 서비스 지향성과 고객 지향성을 평가할 수 있도록 지각된 고객 지향성을 개념화하였다. 그리고 기술수용 모델을 기반으로 지각된 고객 지향성에 영향을 미치는 선행요인과 후행요인에 대해 실증하였다. 이를 위해 지각된 이용 편의성과 유용성, 지각된 고객 지향성, 고객의 지속 이용의도와 구전의도로 구성된 설문에 대해 핀테크 서비스를 이용한 고객들을 대상으로 설문을 실시하고 구조방정식을 통해 개념간 인과관계를 실증하였다. 그 결과 지각된 이용 편의성과 유용성, 고객의 지속 이용의도와 구전의도간의 인과관계에 있어 지각된 고객 지향성의 매개효과를 확인할 수 있었다. 본 연구는 비대면으로 모든 금융서비스가 제공되는 핀테크 기업의 경영진과 실무진들이 자사의 서비스 지향성과 고객 지향성을 고객의 평가를 통해 객관적으로 측정하고 서비스 운영전략 수립에 활용할 수 있는 토대를 마련했다는 점에서 학문적, 실무적 시사점을 제공하고 있다.

• 한국의류산업학회지
• /
• 제6권3호
• /
• pp.314-320
• /
• 2004

The purposes of this paper were to investigate the effect of customer orientation on salespeople performance and the effects of sales training on customer orientation and salespeople performance. Data were obtained from 297 apparel salespeople working at 6 department stores in Daegu, Statistics used for data analysis were frequency, t-test, ANOVA, and regression analyses. The unanticipated result was found that the customer orientation of salespeople did not influence their performance. Though there was found the significance of the anticipated results that sales training affected customer orientation and salespeople performance, the results were not strong.