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    조직의 서비스풍토와 종업원의 조직몰입 및 서비스제공 능력의 관련성에 관한 연구

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    목차 (Table of Contents)

    • 요약
    • Ⅰ. 서론
    • Ⅱ. 이론적 고찰
    • Ⅲ. 연구가설의 설정
    • Ⅳ. 연구의 방법
    • 요약
    • Ⅰ. 서론
    • Ⅱ. 이론적 고찰
    • Ⅲ. 연구가설의 설정
    • Ⅳ. 연구의 방법
    • Ⅴ. 실증분석 결과
    • Ⅵ. 결론
    • 참고문헌
    • 부록 : 각 개념별 측정문항
    • Abstract
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    참고문헌 (Reference)

    1 탁진국, "서비스풍토의 선행변인과 결과변인에 관한 연구" 13 (13): 91-101, 2000

    2 강기두, "내부서비스품질과 관련 변수들과의 관계에 관한 연구" 한국품질경영학회 33 (33): 1-18, 2005

    3 곽원섭, "고객만족을 위한 은행서비스의 품질과 인적 서비스수행을 위한 조직요인" 8 : 15-31, 1995

    4 Grebner, S., "Working conditions, well-being, and job-related attitudes among call centre agents" 12 (12): 341-365, 2003

    5 Deery, S., "Work relationships in telephone call centres : understanding emotional exhaustion and employee withdrawal" 39 (39): 471-496, 2002

    6 Bowen, D.E, "Winning the service game" Harvard Business School Press 1995

    7 Moorman, R.H., "Treating employees fairly and organizational citizenship behavior: Sorting the effects of job satisfaction, organizational commitment, and procedural justice" 6 (6): 209-225, 1993

    8 Reynoso, J., "Towards the measurement of internal service quality" 6 (6): 64-83, 1995

    9 Schneider, B, "The service organization : Human resources management is crucial" (21) : 39-52, 1993

    10 Mittal, B., "The role of personalization in service encounters" 72 (72): 95-109, 1996

    1 탁진국, "서비스풍토의 선행변인과 결과변인에 관한 연구" 13 (13): 91-101, 2000

    2 강기두, "내부서비스품질과 관련 변수들과의 관계에 관한 연구" 한국품질경영학회 33 (33): 1-18, 2005

    3 곽원섭, "고객만족을 위한 은행서비스의 품질과 인적 서비스수행을 위한 조직요인" 8 : 15-31, 1995

    4 Grebner, S., "Working conditions, well-being, and job-related attitudes among call centre agents" 12 (12): 341-365, 2003

    5 Deery, S., "Work relationships in telephone call centres : understanding emotional exhaustion and employee withdrawal" 39 (39): 471-496, 2002

    6 Bowen, D.E, "Winning the service game" Harvard Business School Press 1995

    7 Moorman, R.H., "Treating employees fairly and organizational citizenship behavior: Sorting the effects of job satisfaction, organizational commitment, and procedural justice" 6 (6): 209-225, 1993

    8 Reynoso, J., "Towards the measurement of internal service quality" 6 (6): 64-83, 1995

    9 Schneider, B, "The service organization : Human resources management is crucial" (21) : 39-52, 1993

    10 Mittal, B., "The role of personalization in service encounters" 72 (72): 95-109, 1996

    11 Tucker, L.R, "The reliability coefficient for maximum likelihood factor analysis" 38 : 1-10, 1973

    12 Malhotra, N, "The relative influence of organizational commitment and job satisfaction on service quality of customer contact employees in banking call centres" 18 (18): 162-174, 2004

    13 Wallace, J., "The relationship between organisational culture, organ-isational climate and managerial value : A proposed model. Paper presented at the ANZAM 96 Diversity &Change"

    14 Schneider,B, "The people make the place" 40 : 437-454, 1987

    15 Mowday, R.T., "The measurement of organizational commitment" 14 : 224-247, 1979

    16 Wiley, J.W, "The high performance organizational climate : How workers descrive top-performing units" Handbook of Organizational Culture & Climate, Sage 177-192, 2000

    17 Narver, J.C., "The effect of a market orientation on business profitability" 54 : 20-35, 1990

    18 Schneider,B, "The climate for service: an application of the climate construct, in Organizational Climate and Culture" Jossey-Bass 383-412, 1990

    19 Schneider, B., "The climate for service : Evolution of a construct" Handbook of organizational culture and climate,Sage 21-36, 2000

    20 Spector, R., "The Nordstrom way: The inside story of America's #1 customer service company" John Wiley 2000

    21 Likert,R, "The Human Organization,New" McGraw-Hill 1967

    22 Trice, H.M, "The Cultures of Work Organizations" Prentice Hall 1993

    23 Bollen,K, "Structural equations with latent variables" John Wiley & Sons 1989

    24 Anderson, J. C., "Structural equation modeling in practice: A review and recommend two-step approach" 103 : 411-423, 1988

    25 Schneider, B., "Services Marketing and Management: Implications for Organizational Behavior" 10 : 43-48, 1988

    26 Paulin, M., "Service climate and organizational commitment : The importance of customer linkages" 59 (59): 906-915, 2006

    27 Schein,E.H, "Sense and nonsense about culture and climate," in N.M. Ashkanasy" Handbook of Organizational Culture & Climate, Sage 2000

    28 Burke, M.J., "Reconceptualizing psychological climate in a retail service environment : A multiple-stakeholder perspective" 77 : 717-729, 1992

    29 Mayer, R.C., "Predicting participation and production outcomes through a two-dimensional model of organizational commitment" 35 (35): 671-684, 1992

    30 Singh,J, "Performane productivity and quality of frontline employees in service organisations" 64 (64): 15-34, 2000

    31 Eisenberger, R., "Perceived organizational support and employee diligence, commitment and innovation" 75 (75): 51-59, 1990

    32 Flaherty, T.B., "Organizational values and role stress as determinants of customer-oriented selling performance" 19 (19): 1-18, 1996

    33 Huselid, M.A., "Organizational commitment, job involvement, and turnover: A substantive and methodological analysis" 76 (76): 380-391, 1991

    34 Kelly, S.W., "Organizational Socialization of Service Customer" 25 (25): 197-214, 1992

    35 Schein,E.H, "Organizational Culture and Leadership: A Dynamic View" Jossey-Bass 1992

    36 Litwin, G,H., "Motivation and Organizational Climate" Harvard University Press 1968

    37 Little, M.M., "Links between service climate, employee commitment and employees' service quality capability" 16 (16): 460-476, 2006

    38 Schneider, B., "Linking service climate and customer perceptions of service quality: test of a casual model" 83 (83): 150-163, 1998

    39 Johnson,J.W, "Linking employee perception of service climate to customer satisfaction" 49 : 831-851, 1996

    40 Jὅreskog, K.G, "LISREL8 : Structural Equation Modeling with the SIMPLIS Command Language"

    41 Schlesinger, L.A, "Job satisfaction, service capability and customer satisfaction : an examination of linkages and management implications" 14 (14): 141-149, 1991

    42 Tett, R.P., "Job satisfaction, organizational commitment, turnover intention, and turnover: Path analyses based on meta-analytic findings" 46 (46): 259-293, 1993

    43 Gellatly, I.R, "Individual and group determinants of employee absenteeism : test of a causal model" 16 (16): 469-485, 1995

    44 Rogg, K.L, "Human resource practices, organizational climate, and customer satisfaction" 27 (27): 431-449, 2001

    45 Fink,S.L, "High Commitment Workplaces" Quorum 1992

    46 Lewin,K, "Field Theory in Social Science" Harper nad Row 1951

    47 Fausz, A.T, "Factors related to supervisory ratings of employees' customer service orientation" The University of Tennessee 1994

    48 Lux, D., "Factors influencing employee perceptions of customer service climate" 1 (1): 65-86, 1996

    49 Williams, M.H., "Exploring salespersons' customer orientation as a mediator organizational culture's influence on buyer-seller relationships" 16 (16): 33-52, 1996

    50 Fornell, C., "Evaluating structural equation models with unobservable and measurement error" 18 : 39-80, 1981

    51 Mowday, R.T., "Employee-organization linkages: The psychology of commitment, absenteeism, and turnover" Academic Press 1982

    52 Schmit, M.J., "Employee attitudes and customer satisfaction: making theoretical and empirical connections" 48 (48): 521-536, 1995

    53 Schneider, B., "Employee and customer perceptions of service in banks" (25) : 252-267, 1980

    54 Schneider, B., "Employee and Customer Perceptions of Service in Banks: Replication and Extension" 70 (70): 423-433, 1985

    55 Benson,J, "Dual commitment : Contract workers in Australian manufacturing enterprises" University of Melbourne 1996

    56 Kelly,S.W, "Developing customer orientation among service employees" 20 : 27-36, 1992

    57 Rust. R, "Customer satisfaction, customer retention, and market share" 69 : 193-215, 1993

    58 Schneider, B., "Creating the climate and culture of success" 23 : 17-29, 1994

    59 Meyer, J.P., "Commitment to organizations and occupations: Extension and test of a three-component conceptualization" 78 : 538-551, 1993

    60 Schneider, B., "Climate Strength : A new direction for climate research" 87 (87): 220-229, 2002

    61 Buchanan II.B, "Building Organizational Commitment : The Socialization of Managers in Work Organizations" 19 : 533-546, 1974

    62 Wagner, S.l., "Altruistic organizational citizenship behavior : Context, disposition, and age" 140 (140): 379-391, 2000

    63 Allen, N. J., "Affective, continuance, and normative commitment to the organization: An examination of construct validity" 49 : 252-276, 1996

    64 Meyer, J.P., "A three component conceptualization of organizational commitment" 1 (1): 61-89, 1991

    65 Mathieu, J.E., "A review and meta-analysis of the antecedents, correlates, and consequences of organizational commitment" 108 (108): 171-194, 1990

    66 Schneider, B., "A passion for service: using content analysis to explicate service climate themes" 77 (77): 705-716, 1992

    67 Andrews, T. L., "A new look at service climate: its relationship with owner service values in small businesses" 16 (16): 119-131, 2001

    68 Dabholkar, P.A., "A measure of service quality for retail stores: Scale development and validation" 24 (24): 3-16, 1996

    69 Bagozzi, R. P, "A general approach to representing multifaceted personality constructs: Application to state self-esteem" 1 (1): 35-67, 1994

    70 Parasuraman, A., "A conceptual model of service quality and its implications for future research" 49 : 41-50, 1985

    71 Ferris, K.R., "A comparison of two organizational commitment scales" 36 : 87-98, 1983

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    2013-01-01 등재 등재 1차 FAIL (등재유지) KCI등재
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    2005-05-30 학회명변경 영문명 : Daehan Association Of Business Administration Korea (Daba) -> DAEHAN Association of Business Administration, Korea (DABA) KCI등재
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