http://chineseinput.net/에서 pinyin(병음)방식으로 중국어를 변환할 수 있습니다.
변환된 중국어를 복사하여 사용하시면 됩니다.
리더십 스타일이 내부 고객만족과 서비스 지향성에 미치는 영향에 대한 연구
손윤병 ( Youn Byung Son ),최강화 ( Kang Hwa Choi ),정승환 ( Soong Hwan Chung ) 한국경영공학회 2013 한국경영공학회지 Vol.18 No.3
Recently, CEO`s leadership style and internal service quality became important in private educational service firms. Especially internal service quality and internal customer satisfaction, is important because it affects service orientation of external customers. In particular, the majority of employee of educational service institutes directly contacts with external customers in educational institute and affects directly service quality that is provided to the external customer. According to CEO`s leadership style, internal service quality affect internal customer satisfaction and service orientation in educational service. The purpose of this study is to examine the relationship among CEO`s leadership style, internal service quality, internal customer satisfaction and service orientation, and this study applied regression for hypotheses`s test. This study found as follows: first, transformational and servant leadership had only significant effects on internal service quality. that is, transformational and servant leadership more is important than traditional transactional leadership in educational institute. Second, internal service quality had significant effects on internal customer satisfaction and service orientation, and internal customer had also significant effect on service orientation.
내부서비스품질에 대한 계층적 모형 -건설 산업 접점종업원을 중심으로-
조금환 ( Kum Hwan Cho ),정승환 ( Soong Hwan Chung ),손윤병 ( Youn Byung Son ) 한국경영공학회 2014 한국경영공학회지 Vol.19 No.4
The main purpose of this study is to analyze and reestablish the framework for internal service quality concept in construction industry. This paper assumes the structure of internal service quality as being multi-dimentional and hierarchical. This research analyzes PZB factors, GAP3 factors, TQM factors, and service climate factors in order to test the feasibility of measurement items for internal service quality.