지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 발행연도
- 2011.1
- 수록면
- 531 - 537 (7page)
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초록· 키워드
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Employees of sales departments of apparel makers play an important role in the success of a fashion-related business because they provide service through the direct contact with customers. This research tests several hypothesized relationships between its determinants, such as job satisfaction and customer orientation, along with service delivery level. The subjects in this study were salespeople who worked at fashion stores in Yeosu and Sunchon. To measure the hypotheses, 200 questionnaires were handed out and 185 were collected. 163 questionnaires were used for the analysis,as 22 were found to be invalid. Frequency analysis, factor analysis, reliability analysis, and multiple regression techniques were used after coding and cleaning the data with the software SPSS 18.0. The result of this study are as follow.
First, job satisfaction have a positive influence on employee's customer orientation. Second, job satisfaction have an effect on procedural and hospitable service delivery level. Third, it was found that the customer orientation have a significant impact on their procedural and hospitable service delivery level.
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등록된 정보가 없습니다.
참고문헌 (31)
참고문헌 신청
Arnett, D. B. / 2002 / Using job satisfaction and pride as internal-marketing tools / Cornell Hotel and Restaurant Administration, Quarterly : 87 ~ 96
Bettencourt, L. / 1997 / Contact employees:relationship among workforce fairness,job satisfaction and prosaical service behavior / Journal of Retailing 73 : 39 ~ 61
Bitner, M. J. / 1990 / The service encounter:diagnosing favorable and unfavorable incidents / Journal of Marketing 54 : 71 ~ 84
Donavan, D. T. / 2004 / Internal benefits of service-worker customer orientations:job satisfaction,commitment,and organizational citizenship behaviors / Journal of Marketing
Gronroos, C / 1983 / Strategic management and marketing in the service sector / Marketing Science Institute : 83 ~ 104
Bettencourt, L. / 1997 / Contact employees:relationship among workforce fairness,job satisfaction and prosaical service behavior / Journal of Retailing 73 : 39 ~ 61
Bitner, M. J. / 1990 / The service encounter:diagnosing favorable and unfavorable incidents / Journal of Marketing 54 : 71 ~ 84
Donavan, D. T. / 2004 / Internal benefits of service-worker customer orientations:job satisfaction,commitment,and organizational citizenship behaviors / Journal of Marketing
Gronroos, C / 1983 / Strategic management and marketing in the service sector / Marketing Science Institute : 83 ~ 104
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