• 서비스연구
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• 제4권1호
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• pp.1-19
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• 2014

Every organization needs to maintain its long-term effectiveness through the positive perceptions, attitudes, and behaviors of its members. Customer orientation, job satisfaction, and organizational citizenship behavior (OCB) are the important functioning aspects for the long-term organizational effectiveness. The purpose of this study is to investigate the impact of service-worker's customer orientation on OCB within Korean bank and insurance sector by analyzing the relationship of constructs in the conceptual model. To achieve research objectives, survey method is employed. Findings of this research reveal that both need and enjoyment dimension of CO are very important in predicting OCB. We sent 220 questionnaires to service workers of the bank and insurance then received 200 valid responses. The research was conducted in bank and insurance agency in J city. The choice of these two types of organizations was dictated by the fact that they have large number of service worker with diverse background at multiple levels in these industries. Results also indicated that the moderating effect of pay satisfaction on the relationship between their OCB and CO had a weak effect.

• Safety and Health at Work
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• 제10권4호
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• pp.476-481
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• 2019

Background: Mystery shopping is a method in which a company monitors quality of service and employee conduct and compliance with regulations using an evaluator posing as a customer. It is a typical tool of customer-centered bureaucratic control insofar as it provides overall and standardized evaluation of intangible elements of customer service as well as physical elements of service environments. The purpose of this study is to examine how mystery shopping is related to the health status of service workers in South Korea. Methods: Data from semistructured interviews with 15 workers were collected from January to April 2019 to obtain information on service worker experiences with mystery shopping. Data were analyzed using the constant comparison method. Results: Mystery shopping limits worker autonomy and stiffens the workplace environment by standardizing and monitoring labor processes for service workers. In addition, mystery shopping heightens work stress through increased labor intensity. Five mechanisms by which mystery shopping affects service worker health are identified and comprise (1) multifaceted and multilayered surveillance, (2) evaluator subjectivity and irrational requirements, (3) standardized rules combined with high pressure to achieve sales, (4) self-esteem degradation because of evaluator results, and (5) musculoskeletal disorders because of strict adherence to labor processes based on evaluator results. Conclusion: Mystery shopping as an evaluation method should be reconsidered not only in terms of health problems but also in terms of organizational efficiency and issues of human rights.

• 한국병원경영학회지
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• 제8권4호
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• pp.26-58
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• 2003

This research first finds out the resources, activities, and effectiveness of quality management effort and the resulting customer satisfaction when the total quality management is lacking in most Korean medical agencies today. Then, it analyzes the relationship among the factors mentioned earlier. This paper utilizes actual data and presents a theoretical model which explains that the resources of quality management affect the activities and that the fruit of the quality management effort benefits the customers in the end. In addition, this study conducts a corroborative analysis through executing a survey, getting a descriptive statistical result on the subjects' characteristics and the research variables using SPSS 9.0 WIN PROGRAM, and the model is approved through analyzing its make-up using LISREL 8.12 WIN PROGRAM. The study's finding is the following: First, the management leadership affects the worker's, educational training, the quality of medical service, and the survey of customer satisfaction positively. However, it does not affect the quality of work positively. Second, the internal customer satisfaction affects the worker's participation, educational training, the quality of medical service, and the survey of customer satisfaction positively. Third, the quality of medical service and the survey of customer satisfaction affects the result of quality management positively, but the worker's participation, educational training, and the quality of work do not affect the result of quality management positively. Fourth, the management leadership does not appear to affect the result of quality management positively. Fifth, the internal quality management appears to affect the result of quality management positively. Sixth, the external customer satisfaction appears to affect the result of quality management positively. In conclusion, the findings in this study indicate that medical agencies need to utilize the active variables of quality management in order to successfully establish a total quality management.

• 보건의료산업학회지
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• 제8권3호
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• pp.27-38
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• 2014

The purpose of this study is proving the effects of the internal customer satisfaction management on worker's job satisfaction at general hospital. In the relationship between the management and the satisfaction, the study also finds the moderating effect of the organizational support awareness and the organizational justice. For this study, it was surveyed targeting 270 employees who work in seven general hospitals in Busan. As the result, 246 questionnaires returned. All of these questionnaires were used in the final analysis. The method of analysis is descriptive statistics using SPSS VER. 18.0, correlation analysis, regression analysis, factor analysis and reliability analysis. The main results of empirical analysis were as follows: First, in the effect of the internal customer satisfaction management to worker's job satisfaction, it has positive effect to internal communication and the commission of authority and it has positive effect to worker's job satisfaction. Second, the organizational support awareness & the organizational justice have moderating effect on the relationship between the internal customer satisfaction management and worker's job satisfaction. Third, the study proves that supporting management hierarchy shows positive effects for all socio-demographic characteristics in the organizational support awareness and the organizational justice.

• 패션비즈니스
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• 제16권5호
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• pp.74-87
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• 2012

The service industry will be essentially extended during the economic growth and industrial development. Especially, the role of workers meeting the customers in service industry is very important from the view point of purchase intention. So many companies in service industry endeavor to increase the work efficacies of workers through the various prizes and incentives, and improve the job performance by additional education. Recently, the incentive tours are comprehensively accepted as an efficient tool to promote the loyalty and job performance of workers. The incentive tours enable the worker to gain the cultural experiences. They will experience not only the natural heritages and antiques, but also the local life culture and arts culture. The culture marketing for worker as the internal customer increase the worker's loyalty and the ties among workers, and therefore, their job performance will be increased. The empirical results (162 workers surveyed) showed the incentive tours have improved both the individual and group's job performance at a cosmetic sales organization. So it is recommend to plan the organization specific incentive tour in order to improve the productivity of the service organization.

• 대한안전경영과학회지
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• 제24권4호
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• pp.85-93
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• 2022

Today's customer service providers, who have the greatest impact on customer satisfaction, are experiencing severe stress and job burnout due to various causes. Unlike general companies, the corporation has a relatively high level of dissatisfaction with customer service since there is a large conflict between the provision of kindness and the reasonable handling of civil complaints according to laws and regulations. In order to analyze the environment of the NPS' customer service providers, 5.583 branch employees working at the National Pension Service and 407 call center employees were surveyed online using the questionnaire function of the Enterprise resource planning system. The contents of the survey consisted of a survey on customer-facing employees, the level of awareness of customer-facing workers protection measures, and opinions on improvement and supplementation related to customer-facing workers protection measures. As a result of the survey, 72.8% of the total respondents experienced grievance complaints, and the proportion of call center employees was even higher at 89.0%. In addition, both the branch and the call center had the largest share of complaints about obstruction of business, unreasonable demands, abusive language, and verbal abuse. More than 40% of call center employees in their 20s and 30s experienced the highest frequency of complaints 13 or more times a year. The most difficult thing in the process of responding to complaints was that both branch offices and call centers had insufficient psychological recovery time, lack of space, and lack of help from colleagues and superiors. Based on the survey analysis, it is suggested to establish a countermeasure through case analysis rather than the right to suspend work for civil complaints that cannot be handled, such as customized manuals and action strategies for the age group with high grievance complaints.

• 중소기업융합학회논문지
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• 제6권3호
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• pp.1-6
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• 2016

이 연구의 목적은 회계서비스종사자의 전문성과 회계정보시스템 수준을 분석하여 고객사 회계정보의 질에 미치는 영향을 질적 특성을 중심으로 검증하는 것이다. 연구방법은 먼저 문헌에 의한 이론적 배경을 살펴본 후 설문에 의한 자료를 토대로 가설을 세우고 경험적 연구를 하였다. 그 결과 회계서비스종사자의 전문성을 필요로 하는 회계정보시스템으로 서비스를 제공받은 고객사는 질적 특성 중에서 충실한 표현에 가장 만족하는 것으로 나타났으며, 적시성이 가장 만족감이 낮은 것으로 나타났다. 본 연구는 회계서비스종사자의 전문성 인지와 향상에 기여할 것이며, 향후 회계정보의 질을 높이기 위한 회계서비스종사자의 교육과 훈련의 내용 및 방법에 대한 논의가 필요하다.

• 마케팅과학연구
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• 제17권4호
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• pp.1-22
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• 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.

• 융합정보논문지
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• 제12권4호
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• pp.316-327
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• 2022

본 연구는 미용서비스교육이 미용종사자의 고객지향성과 직무성과에 미치는 영향을 실증적으로 분석한 연구이다. 연구결과 첫 번째, 서비스교육훈련, 고객지향성과 직무성과의 상관분석을 실시한 결과 서비스교육훈련은 직무성과와, 고객지향성은 서비스교육훈련과 직무성과는 서비스교육훈련과 가장 높은 유의한 정적 상관이 있는 것으로 나타났다. 두 번째, 서비스교육훈련은 고객지향성과 유의한 영향을 미치는 것으로 나타났다. 또한 서비스교육훈련은 직무성과에 유의한 영향을 미치는 것으로 나타났다. 세 번째, 서비스교육훈련과 고객지향성은 직무성과에 유의한 영향을 미치는 것으로 나타났다. 직무성과에 가장 크게 영향을 미치는 요인은 고객지향성으로 나타났으며, 고객지향성, 서비스교육훈련의 하위요인 교육환경, 교육내용, 교육강사가 높을수록 직무성과가 높아지는 것을 알 수 있다. 이러한 연구결과는 미용종사자들의 교육환경과 강사진, 교육내용이 좋을수록 고객지향적인 서비스가 높게 나타나 충성도 높은 고객의 창출로 이어지며 직무성과를 향상시킬 수 있음을 보여준다.

• 경영과정보연구
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• 제34권1호
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• pp.121-142
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• 2015

본 연구는 서비스종업원의 공감능력에 영향을 미치는 영향요인과 결과요인에 대한 연구로서 서비스 기업의 입장에서 서비스 제공자의 공감능력을 강화시킴으로써 조직에 미치는 긍정적인 효과를 높이고, 부정적인 효과는 감소시키는데 초점을 두고 있다. 구체적인 연구의 목적을 제시하면, 첫째 서비스 종업원의 공감능력 즉, 인지적 공감과 정서적 공감의 영향요인으로 사회적 지원인 상사지원과 동료지원, 그리고 자기 위로능력의 요인을 제시하고자 한다. 즉, 사회적 지원과 자기위로 능력이 서비스 종업원의 공감능력에 어떠한 영향을 미치는지를 규명하고자 한다. 둘째, 서비스 종업원의 공감능력인 인지적 공감과 감정적 공감이 그들이 지각하는 직무스트레스에 어떠한 영향을 미치는지를 살펴보고자 한다. 연구가설을 검증한 결과, 첫째, 사회적 지원은 상사지원과 동료지원으로 구분하였고, 공감능력은 인지적 공감과 감정적 공감으로 분류하였다. 사회적 지원과 공감능력간의 관계를 규명한 결과, 상사지원은 인지적 공감에 긍정적인 영향을 미치고 있지 않았고, 반면, 동료 지원은 인지적 공감에 긍정적인 영향을 미치고 있었다. 또한 상사지원은 감정적 공감에 긍정적인 영향을 미치고 있었으며, 동료지원은 감정적 공감에 긍정적인 영향을 미치고 있었다. 둘째, 서비스 종업원의 자기위로능력은 공감능력에 즉, 자기 위로능력은 인지적 공감과 감정적 공감 모두에 긍정적인 영향을 미치고 있었다. 마지막으로 서비스 종업원의 공감능력(인지적 공감, 감정적 공감)은 서비스 종업원의 직무스트레스에 부정적인 영향을 미치는 것으로 나타났다. 이러한 연구결과를 토대로 본 연구는 서비스 종업원의 공감능력이 그들의 직무스트레스를 감소시키는 요인으로써 중요한 전략적 수단이 될 뿐만 아니라 서비스기업이 제공하는 사회적 지원과 서비스 종업원의 자기 위로능력이 종업원의 공감능력을 이끌어내는 의미있는 변수로써 작용할 것이다.