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NTIS 바로가기서비스연구 = Journal of service research and studies, v.6 no.1, 2016년, pp.51 - 69
노경문 (건국대학교 경영대학) , 권기욱 (건국대학교 경영대학) , 오세형 (건국대학교 경영대학) , 유효상 (숙명여자대학교 경영전문대학)
This study explores the moderating effects of personality types (Big'5) influence on the relationship between job satisfaction and turnover intension using dispositional approach. In order for that, we surveyed for employees of 4 service's company and 430 samples were used for empirical study. Accor...
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핵심어 | 질문 | 논문에서 추출한 답변 |
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직원들의 고객에 대한 태도, 행동, 이직률이 고객의 만족과 기업의 성과에 영향을 미치는 이유는 무엇인가? | , Batt, 2002; Borucki and Burke, 1999; Liao and Chuang, 2004). 그 이유는, 서비스업은 서비스 종사자와 고객 간의 대면상호작용을 포함하는 경우가 많고, 다양한 고객을 만나는 상황에서 불확실성을 경험하기 때문에 역동적이고 돌발적인 특성을 갖기 때문이다. 또한 서비스는 비교적 막연한 것이기 때문에 고객이 서비스의 질을 평가하기 어렵고, 서비스의 질은 주로 서비스종사자의 행동으로 평가하게 되는데(Bowen, 1990), 종업원의 태도는 서비스 종사자의 행동에 영향을 미쳐 고객의 태도와 만족으로 나타날 수 있기 때문이다(Payne and Webber, 2006; Schmit and Allscheid, 1995). | |
서비스업이 현재 전체 산업에서 차지하는 비중은 얼마인가? | 서비스업은 현재 전체 산업에서 72%를 차지할 만큼 전체 산업에서 차지하는 비중이 크게 증가하고 있으며 전 세계적으로 가장 큰 산업으로 대두되고 있다. 서비스 업종에서 경영을 영위하는 기업들은 불확실한 경영환경에서 지속적으로 경쟁우위를 확보하고 기업의 성과를 높이기 위해 끊임없이 노력하고 있다. | |
직원의 이직의도에 영향을 미칠 수 있는 요인은 어떤 것들이 있는가? | 직원의 이직의도에는 기업의 특성, 기업내에서의 다양한 경험 및 제도적인 요인, 직무태도, 직무성과와 같은 상황적인 요인들(contextual factors)이 영향을 미칠 수 있다(e.g. |
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