1 박봉규, "호텔 종업원의 고객지향과 그 결정요인에 관한 연구" 10 (10): 7-29, 1997
2 이병훈, "콜센터의 고용관계와 노동문제" 한국노동연구원 2006
3 정기주, "콜센터 서비스 텔레마케터의 고객지향적 성격, 자기효능감, 노력이 직무만족과 이직의도에 미치는 영향과 리더십의 조절효과에 관한 연구" 한국서비스경영학회 9 (9): 255-287, 2008
4 김영락, "직무환경, 직무태도, 직무스트레스 및 생활만족도 간의 인과적 관련성에 관한 연구" 24 (24): 127-148, 2009
5 서창적, "종업원의 서비스몰입과 고객지향성이 서비스품질에 미치는 영향 -정규직과 비정규직의 비교를 중심으로-" 한국서비스경영학회 5 (5): 78-106, 2004
6 서창적, "서비스 메카니즘에 따른 고객지향성의 고객성과에 대한 영향" 한국품질경영학회 33 (33): 31-40, 2005
7 박웅열, "사회복지전담 공무원의 직무스트레스 요인이 고객지향성에 미치는 영향" 한국사회복지연구회 (38) : 93-121, 2008
8 김성홍, "공공서비스품질 구성요인과 측정모형 연구" 한국서비스경영학회 7 (7): 3-28, 2006
9 신철호, "고객지향성이 종업원 만족에 미치는 영향 - 호텔과 보험사의 텔레마케터를 중심으로 -" 한국콘텐츠학회 8 (8): 242-250, 2008
10 Sharon, C.R, "Workers in Alternative Employment Arrangement" 119 (119): 31-45, 1996
1 박봉규, "호텔 종업원의 고객지향과 그 결정요인에 관한 연구" 10 (10): 7-29, 1997
2 이병훈, "콜센터의 고용관계와 노동문제" 한국노동연구원 2006
3 정기주, "콜센터 서비스 텔레마케터의 고객지향적 성격, 자기효능감, 노력이 직무만족과 이직의도에 미치는 영향과 리더십의 조절효과에 관한 연구" 한국서비스경영학회 9 (9): 255-287, 2008
4 김영락, "직무환경, 직무태도, 직무스트레스 및 생활만족도 간의 인과적 관련성에 관한 연구" 24 (24): 127-148, 2009
5 서창적, "종업원의 서비스몰입과 고객지향성이 서비스품질에 미치는 영향 -정규직과 비정규직의 비교를 중심으로-" 한국서비스경영학회 5 (5): 78-106, 2004
6 서창적, "서비스 메카니즘에 따른 고객지향성의 고객성과에 대한 영향" 한국품질경영학회 33 (33): 31-40, 2005
7 박웅열, "사회복지전담 공무원의 직무스트레스 요인이 고객지향성에 미치는 영향" 한국사회복지연구회 (38) : 93-121, 2008
8 김성홍, "공공서비스품질 구성요인과 측정모형 연구" 한국서비스경영학회 7 (7): 3-28, 2006
9 신철호, "고객지향성이 종업원 만족에 미치는 영향 - 호텔과 보험사의 텔레마케터를 중심으로 -" 한국콘텐츠학회 8 (8): 242-250, 2008
10 Sharon, C.R, "Workers in Alternative Employment Arrangement" 119 (119): 31-45, 1996
11 Brief, A.P., "Vocational Decision Making among Women: Implication for Organizational Behavior" 4 (4): 521-530, 1979
12 Batt, R, "The Viability of Alternative Call Centre Production Models" 12 (12): 14-34, 2002
13 Saxe, Robert, "The SOCO Scale : A Measure of the Customer Orientation of Salespeople" 19 (19): 343-351, 1982
14 Hartline, M, "The Management of Customer-Contact Service Employee : an Empirical Investigation" 60 (60): 52-70, 1996
15 Siguaw, Brown, "The Influence of the Market Orientation of the Firm on Sales Force Behavior and Attitudes" 31 (31): 26-32, 1994
16 O'hara, B.S., "The Influence of Personal Variables on Salesperson Selling Orientation" 11 (11): 61-67, 1991
17 Riggs, M.L, "The Impact of Perceived Group Success-Failure on Motivational Beliefs and Attitudes" 79 (79): 755-766, 1994
18 Jay, P.M., "The Effect of Self-Efficacy on Salesperson Work Overload and Pay Satisfaction" 28 (28): 285-297, 2008
19 Berger, Ida E, "The Effect of Advertising on Attitude Accessibility, Attitude Confidence, and Attitude-Behavior Relationship" 16 (16): 269-279, 1989
20 Schneider, D, "The Climate for Service: An Application of the Climate Constructs In Organizational Climate and Culture" Jossey-Bass 383-412, 1990
21 Anderson, J.C, "Structural Equation Model in Practice: a Review and Recommended Two-Step Approach" 103 (103): 411-423, 1988
22 Jones, Gareth R, "Socialization Tactics, Self-Efficacy, and Newcomers' Adjustments to Organizations" 29 (29): 262-279, 1986
23 Bandura, A, "Self-efficacy. in: Encyclopedia of Human Behavior, Vol.4" Academic Press 17-81, 1994
24 Bandura, A, "Self-efficacy : the exercise of control" W.H.FREEMAN 1997
25 Bandura, A, "Self-Efficacy Mechanism in Human Agency" 37 (37): 112-147, 1982
26 Oliver, Richard L, "Satisfaction : A Behavioral Perspective on the Consumer" McGraw-Hill 1997
27 Parasuraman, A., "SERVQUAL: a Multiple Item Scale for Measuring Consumer Perceptions of Service Quality" 64 (64): 12-40, 1988
28 Cappelli, P, "Rethinking Employment" 33 (33): 563-602, 1995
29 Nunnally, J, "Psychometric Theory, 3rd ed" McGraw Hill 1994
30 Swan, J, "Product Performance and Consumer Satisfaction : A New Concept" 40 (40): 26-32, 1976
31 Porter, L.W., "Organizational Commitment, Job Satisfaction and Turnover among Psychiatric Technicians" 59 (59): 603-609, 1974
32 Van Dyne, L, "Organizational Citizenship Behavior of Contingent Workers in Singapore" 41 (41): 692-703, 1998
33 Kohli, A.K, "Market Orientation: the Construct, Research Propositions, and Management," Analysis, planning, implementation and Control (6th ed)" Prentice-Hall, Inc. 1990
34 Feldman, D.C., "Managing Temporary Work-ers : A permanent HRM challenge" 23 (23): 49-63, 1994
35 Nollen, S, "Managing Contingent Workers : How to Real the Benefit and Reduce the Risks" AMACOM 21-24, 1996
36 Johnson, J.W, "Linking Employee Perceptions of Service Climate to Customer Satisfaction" 49 (49): 831-851, 1996
37 Seashore, S.E, "Job Satisfaction Indicators and Their Correlates" 18 (18): 603-609, 1975
38 Donovan, D.T., "Internal Benefits of Service-Worker Customer Orientation: Job Satisfaction, Commitment, and Organizational Citizen Behaviors" 68 (68): 128-146, 2004
39 액센츄어 발표자료, "Global Customer Contact Transformation" 2009
40 Fornell, C, "Evaluating Structural Equation Models with Unobservable Variables and Measurement Error" 18 (18): 39-50, 1981
41 Bitner, M, "Evaluating Service Encounters: the Effects of Physical Surroundings and Employee Responses" 54 (54): 69-82, 1990
42 Feldman, D.C., "Employee Reactions to Temporary Jobs" 7 (7): 127-141, 1995
43 Ashforth, B, "Emotional Labor in Service Roles : the influence of identify" 18 (18): 88-115, 1993
44 Jex, S.M, "Efficacy Beliefs as a Moderator of the Impact of Work-Related Stressors: a Multi-level Study" 84 (84): 349-361, 1999
45 Hoffman, K.D, "Creating Customer-Oriented Employees: The Case in Home Health Care" 11 (11): 24-32, 1991
46 Deshpande, R., "Corporate Culture, Customer Orient- ation, and Innovativeness in Japanese Firms: A quadrad analysis" 57 (57): 23-37, 1993
47 Polivka, A.E, "Contingent and Alternative Work Arrangements, Defined" 119 (119): 3-11, 1996
48 Bettencourt, L, "Contact employees : Relationships among Workplace Fairness, Job Satisfaction and Prosaical Service Behavior" 73 (73): 39-61, 1997
49 Sawyerr, O.O., "Call Center Employee's Personality Factors and Service Performance" 23 (23): 301-317, 2008
50 권수갑, "CTI 개념과 기술동향" 전자정보센터 보고서 2003
51 Borucki, C.C., "An Examination of Service-Related Antecedents to Retail Store Performance" 20 (20): 943-962, 1999
52 Polivka, A.E, "A Profile of Contingent Workers" 119 (119): 10-21, 1996
53 Hays, Julie M, "A Longitudinal Study of the Effect of a Service Guarantee on Service Quality" 10 (10): 405-423, 2001
54 Chein, C.C., "A Conceptual Model of Nurses' Goal Orientation, Service Behavior, and Service Performance" 26 (26): 374-383, 2008