내부마케팅과 고객지향성 간의 관계에 있어서 감정부조화의 매개효과 = 간호조직을 중심으로

다국어 초록 (Multilingual Abstract)

The purpose of this study is twofold: first, to examine the effect of internal marketing on general hospital nurses` emotional dissonance and customer orientation, second, to examine the mediating effect of emotional dissonance on the relationships between internal marketing and customer orientation. In order to verify the relationships and mediating effect, data were obtained from 258 nurses working in general hospital at Jinju, Changwon City, and were analyzed by using SPSS 12.0, and AMOS 5.0. The study results are as follows: Firstly, the internal marketing had a negative effect on the emotional dissonance. Secondly, the emotional dissonance had a negative effect on the customer orientation. Thirdly, the internal marketing had a positive effect on the customer orientation. Finally, there was a partial mediating effect of emotional dissonance on the relationship between internal marketing and customer orientation. Based on these findings, the implications and the limitations of the study were presented including some directions for future studies.