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서비스기업의 고객경험관리역량이 직무만족 및 고객지향성에 미치는 영향 : 은행서비스를 중심으로
Effect of Customer Experience Management Capability on Job Satisfaction and Customer Orientation of Service Firms : Focus on the Bank Service 원문보기

한국산업정보학회논문지 = Journal of the Korea Industrial Information Systems Research, v.27 no.5, 2022년, pp.99 - 117  

정현석 (계명대학교 경영학부)

초록
AI-Helper 아이콘AI-Helper

본 연구는 서비스기업 중 하나인 은행 구성원을 대상으로 은행의 고객경험관리역량이 조직구성원의 직무만족 및 고객지향성에 어떤 영향을 미치는지 확인하고자 한다. 이를 위해 고객경험관리역량, 직무만족, 고객지향성에 대한 이론을 설명하고 이들 간의 관계를 이론 및 실증적으로 검증하였다. 본 연구를 위하여 은행에서 근무하는 접점직원 321명을 대상으로 SPSS23.0, AMOS 23을 이용해 구조방정식 분석을 실시하였다. 본 연구의 분석결과를 살펴보면 은행의 고객경험관리역량의 요소 중 구성원교육, 임파워먼트, 구성원평가, 교차검정은 직무만족 및 고객지향성에 긍정적 영향이 있는 것으로 나타났다. 이에 반해 채널통합은 직무만족과 고객지향성 모두 영향을 미치지 못했으며, 성과관리는 직무만족을 매개로하여 고객지향성에 영향을 미쳤다. 이러한 결과는 조직단위에서 고객경험관리역량을 확인할 수 있는 시사점을 제시하지만, 서비스기업이 은행으로 한정되었다는 한계도 존재한다.

Abstract AI-Helper 아이콘AI-Helper

This study examines the effect of customer experience management capability of a bank and job satisfaction and customer orientation of the frontline employee in bank. The proposed research model and developed hypotheses were tested using structural equations modeling based on data collected from 321...

주제어

표/그림 (8)

참고문헌 (74)

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