서비스 스케이프와 정보기술이 서비스 접점직원의 직무만족과 정서적 몰입 및 서비스 수행에 미치는 영향 = 간호서비스를 중심으로

국문 초록 (Abstract)

본 연구는 서비스 스케이프와 정보기술이 직원의 직무만족과 정서적 몰입 및 서비스 수행에 미치는 영향을 3차 의료기관 입원병동 간호사를 대상으로 실증분석하였다. 구조방정식모형에 의한 실증분석 결과 서비스 스케이프와 정보기술은 직무만족과 정서적 몰입에, 직무만족과 정서적 몰입은 서비스행동에, 정서적 몰입과 서비스행동은 서비스회복에 긍정적인 영향을 미치는 것으로 나타났다. 또한 직무만족은 서비스행동을 통해 서비스회복에 영향을 주는 간접효과는 유의하나 직접효과는 유의하지 않은 것으로 나타났다. 본 연구에서 서비스 스케이프, 정보기술이 직무만족과 정서적 몰입을 통해 서비스 수행에 영향을 주는 순차적 관계를 확인하였다. 결론에서는 실증분석 결과에 대한 논의와 연구의 시사점 및 한계점을 제시하였다.

다국어 초록 (Multilingual Abstract)

This study examines the relationship among servicescape, information technology, employee"s job satisfaction, affective commitment and service performance. Empirical research is conducted to statistically test the model using SEM and empirically confirms followings: (a) positive effect of servicescape and IT on both of job satisfaction and affective commitment, which, in turn, positively influences on service behavior, (b) positive effect of affective commitment and service behavior on service recovery, and (c) significant indirect effect of job satisfaction on service recovery meditated by service behavior. Results suggest that there are direct and indirect effects on service performance of servicescape and information technology through job satisfaction and affective commitment. This paper is concluded with the summarized result and contribution of this study, managerial implication of the research findings, and further research issues.

목차 (Table of Contents)

• 요약
• Abstract
• 1. 서론
• 2. 문헌연구
• 3. 연구모형 및 가설
• 4. 연구방법
• 5. 실증분석
• 6. 논의와 결론
• 참고문헌

참고문헌 (Reference)

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3 윤만희, "서비스종업원의 교환관계인식이 역할내외적행위수행에 미치는 영향" 한국경영학회 34 (34): 783-813, 2005

4 윤만희, "서비스종업원의 교환관계 확장이 직무관련 태도와 서비스 수행에 미치는 영향" 한국마케팅학회 24 (24): 51-80, 2009

5 임재풍, "서비스 환경품질과 과정품질이 종업원만족과 고객만족에 미치는 영향에 관한 실증적 연구： 한국 골프장 산업을 중심으로" 한국경영과학회 34 (34): 165-183, 2009

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