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제조기업 종업원의 내부서비스품질이 직무몰입과 기업성과에 미치는 영향에 관한 연구 - S사를 중심으로
정해경(Jung Hae Kyung),권미영(Kwon Mi Young),한동여(Han Dong Yeo) 한국산업경영학회 2007 경영연구 Vol.22 No.3
최근 기업의 가장 중요한 화두는 고객만족경영이라고 볼 수 있다. 특히 내부고객의 만족이야말로 외부고객의 만족도는 물론이고, 기업의 성과에도 많은 영향을 주는 것으로 나타나고 있다.<BR> 제조업의 경우 기업 내에서 비록 외부고객과 직접적인 접촉은 하지 않더라고 대다수의 종업원들은 외부고객에게 제공되는 서비스의 품질에 간접적으로 영향을 끼칠 수밖에 없게 된다. 종업원들이 어떠한 내부서비스품질을 제공받는지가 그들의 업무수행과 관련된 만족에 영향을 미치게 되며, 이는 궁극적으로 그들의 수행하는 외부서비스의 품질에 영향을 미치기 때문이다. 이러한 관점에서 본다면 내부고객에게 제공되는 내부서비스품질은 조직몰입은 물론 기업의 성과향상을 위해 매우 중요한 요인이 된다.<BR> 본 논문에서는 제조업의 종업원들을 대상으로 실증분석을 통해 내부서비스품질이 조직몰입에 얼마나 영향을 주며, 조직몰입은 기업성과와 어떠한 관계를 가지는지 살펴보고자 한다.<BR> 따라서 전반적 내부서비스품질 요인들 중 보다 영향력이 큰 요인을 찾아봄으로써 내부고객만족도를 높이는 방안을 제시하고 조직의 발전과 성과향상을 도모하고자 한다. Customer satisfaction management has been aggressively introduced and executed in all organizations in a global scale due to the diversified customer demands, drastic changes of technology, and increased competition. This is also regarded as the most important issue in corporation management activity, which has facilitated positive study concerning customer satisfaction.<BR> Among them, especially the necessity of satisfying internal customers should be considered in order to reconsider the service quality, which increases the importance of internal service quality for internal customer satisfaction. Heskett, Sasser and Schlesinger(1997) defined internal service quality as "the attitude the people have toward one another and the way the people within the organization provide." They also stated that the basic premise of satisfaction in the relation between the accurate understanding of internal customer service and the internal organization, and that the internal service quality is not satisfactory, external customers either may not be satisfied with the service provided, which can have huge influence on customer preference and thus profit and loss of the corporation.<BR> As for manufacturing companies, although the internal staff may not contact directly with external customers, the majority of employees, by any means, should affect the service quality indirectly. The specific aspects regarding what kind of internal service quality the employees are provided may affect their performance and related satisfaction, which ultimately affects the external service quality provided by the very employees(Kang Kidu, 2005). In this perspective, internal service quality provided to the internal customers is a crucial factor not only for organizational commitment but also for achievement improvement of a corporation.<BR> Therefore, this study aims to evaluate the extent of employees" satisfaction with the service quality and examine the effect of this value on organizational commitment and firm performance. This study has proceeded as follows: First, by investigating the previous studies, the conceptions of internal service quality, organizational commitment and firm performance will be defined and related research will be examined. Second, based on the verification analysis among manufacturing companies" employees, the effect of internal service quality on organizational commitment and the relation between organizational commitment and firm performance will be considered. Third, by verifying more effective factors among the general internal service quality elements, methods to improve internal customer satisfaction will be presented; and accordingly, how to promote the development and improve performance of firms will be pursued.
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Jung, Hae-Kyung 연세대학교 영어영문학과 1982 영어영문학연구 Vol.6 No.-
The denouement of Hamlet, as in other plays, is Act V, in which all the diseases and rottenness vanished and the new order is established. The graveyard scene is the first scene of Act V and is very important and meaningful in the construction of the play In this scene we encounter Hamlet after his absence in the preceding three scenes, and Hamlet's changed attitude toward himself and the situations surrounding him is what gives a distinctive meaning to the scence.
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정해경 서울여자대학교 대학원 1999 論文集 Vol.- No.7
Total quality management (TQM) has been adopted in the U.S as a way of management strategies by private enterprises as well as by the public sector. The ultimate goal of all quality management techniques and strategies is to improve quality by reducing waste, improving production process, and involving all members of the company in quality management. The purposes of this study are to review the performance of TQM activities and, based on the results, practically examine whether TQM is necessary or not in enhancing the performance of medical service institutions (hospitals) by assessing the status of v activities of medical service institutions and comparing such activities. A questionnaire survey was conducted against employees working for general hospitals in Seoul and other provincial areas. The questionnaire contained organized questions that were answered in writing by the target employees. A total of 184 questionnaires were collected and analyzed. The results of this study are summarized as follows : First, TQM activities and performance were found to be positively correlated. Second, TQM activities and performance differed according to ownership types. Third, v activities and performance differed according to geographical locations. Fourth, TQM activities and performance differed according to leaderships types.
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