상사의 심리적 임파워먼트가 내부고객만족과 고객지향성에 미치는 영향에 관한 연구 : 법인영업사원 중심으로 = A Study on Supervisor's Psychological Empowerment on Internal Customer Satisfaction and Customer-Oriented Propensity : Focused on Corporate Sales Personnels

다국어 초록 (Multilingual Abstract)

The background of the psychological empowerment theory which has been researched into as part of motivation theories of personnel affairs and organization involves cost saving and efficiency in the manufacturing process. However, this study aimed to test the effects of supervisor's psychological empowerment on internal customer satisfaction and customer-oriented propensity from the customer- oriented perspective that employees are the primary customers of the company as contact points between marketing and organization.
To this end, the researcher reviewed the literature which had analyzed preceding studies and thereupon, tested the model empirically. Specifically, the researcher extensively reviewed such literature in addition to analysis of diverse empirical researches as domestic and foreign dissertations and reports to analyze and redefine existing theories.
For the empirical study, the researcher used the concepts established through theoretical studies to construct a research model about the effects of the internal customer satisfaction psychologically empowered on sales personnels's performances, and thereupon, set some hypothesis to test the model. Then, the researcher sampled the corporate sales personnels who were positioned at the contact points with customers; the sales personnels were sampled from various businesses including manufacturing, financing, service and logistics. For the hypotheses testing, the SPSS/PC 10.0 statistical package program was used.
The results of this study suggest that supervisors' psychological empowerment affects internal customer satisfaction and customer -oriented propensity and that internal customer satisfaction in turn affects customer-oriented propensity. Namely, there was found some significant correlation between supervisor's psychological empowerment and internal customer satisfaction or customer-oriented propensity, which must be useful to effective management of the sales people.
Preceding studies have researched into empowerment, job satisfaction and organizational engagement in terms of personnel affairs and organization or in view of production management and productivity. In the overall terms of management, productivity may be important, but what is more important is how to manage the organization members at the contact points with external customers to improve their customer-oriented propensity.
Thus, corporate marketing managers and sales managers are obliged to understand the factors of internal customer satisfaction and improve sales personnels' job satisfaction and customer-oriented propensity for better customer services and sharper competitive edge.

목차 (Table of Contents)

• 제1장 서론 = 1
• 제1절 연구의 목적 = 1
• 제2절 연구의 범위 및 구성 = 2
• 1. 연구의 범위 = 2
• 2. 연구의 구성 = 3
• 제2장 연구의 이론적 배경 = 4
• 제1절 임파워먼트 = 4
• 1. 임파워먼트의 발생배경 = 4
• 2. 임파워먼트의 개념 = 6
• 3. 심리적 임파워먼트의 구성요소 = 9
• 제2절 내부고객만족 = 12
• 1. 내부고객만족의 발생 배경 = 12
• 2. 내부고객의 의의 = 13
• 3. 내부고객만족의 중요성 = 14
• 4. 내부 고객만족의 결정요인 = 16
• 제3절 고객지향성 = 23
• 1. 고객지향성의 개념 = 23
• 2. 고객지향성의 국내외 선행연구 = 26
• 제3장 연구의 설계 = 31
• 제1절 연구의 모형 및 가설의 설정 = 31
• 1. 연구의 모형 = 31
• 2. 연구가설 = 32
• 제2절 표본의 선정과 변수의 조작적 정의 = 34
• 1. 표본의 선정 = 34
• 2. 변수의 조작적 정의 = 35
• 제3절 설문지의 구성 및 연구대상의 선정 = 37
• 1. 설문지의 구성 = 37
• 2. 연구대상 = 38
• 제4장 실증분석 = 39
• 제1절 표본의 일반적 특성 = 39
• 제2절 타당도 분석 = 40
• 1. 신뢰도 분석 = 40
• 2. 요인분석 = 44
• 제3절 연구가설의 검증 = 48
• 제5장 결론 = 52
• 제1절 연구결과의 요약과 시사점 = 52
• 1. 연구결과의 요약 = 52
• 2. 연구의 의의와 시사점 = 55
• 제2절 연구의 한계점 및 향후의 연구방향 = 55
• 1. 연구의 한계점 = 55
• 2. 향후의 연구방향 = 56
• 참고문헌 = 58
• ABSTRACT = 62
• 설문지 = 64