여행업 고객접점 종사원의 성격특질이 고객지향성 및 직무만족과 고객성과에 미치는 영향 = The Effect of Customer Orientation, Job Satisfaction, and Customer Performance by the Service Employee's Personality Traits in Travel Agency

국문 초록 (Abstract)

본 연구는 여행업 고객접점 종사원의 성격특질이 고객지향성 및 직무만족과 고객성과에 미치는 영향을 실증적으로 연구하였다. 요인분석 결과 성격특질은 외향성, 정서적 불안정성, 성실성, 친숙성, 혁신성으로 나누어졌고, 고객지향성과 직무만족, 고객성과는 단일차원으로 구분되었다. 가설검증 결과 성격특질 중에서 외향성과 친숙성이 종사원의 고객지향성에 유의한 영향을 미치는 것으로 검증되었고, 고객지향성은 직무만족과 고객성과에 유의한 영향을 미치며, 직무만족도 고객성과에 유의한 영향을 미치는 것으로 연구되었다. 따라서 여행업에서 고객접점 종사원을 채용하고자 할 경우에는 성격테스트를 이용하여 외향적이거나 친숙한 성격의 소유자를 선발하는 것이 중요하며, 고객지향성이 높은 종사원은 스스로의 직무만족도 높게 나타났고, 여행업의 고객성과도 개선시킬 수 있는 것으로 판단된다.

다국어 초록 (Multilingual Abstract)

The writer studied positively on the influence of Customer Orientation, Job Satisfaction, and Customer Performance by the Service Employee's Personality Traits in Travel Agency. As a result of factor analysis, this personality traits were divided into extraversion, instability, conscientiousness, agreeability, and openness to experience. And customer orientation, job satisfaction, and customer performance falled into a single dimension. The hypothesis inspection says that extraversion and agreeability has a meaningful effect on employees' customer orientation among some personality traits. This customer orientation affects job satisfaction and customer performance meaningfully. And in this study, the job satisfaction also effects on customer performance significantly. Thus, it is important that an employer should select an extraversion or agreeability possessor through character test, if he wants to engage a service employee in travel Agency. It shows that the employees, who have a higher customer orientation, are high in their job satisfaction level. Here, the writer believes that the customer performance of travel Agency can be improved better.

목차 (Table of Contents)

• 요약
• Ⅰ. 서론
• Ⅱ. 이론적 배경
• Ⅲ. 연구설계
• Ⅳ. 분석결과
• Ⅴ. 결론
• 참고문헌
• Abstract

참고문헌 (Reference)

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