지각된 공정성, 조직적 공약, 서비스 수행 사이의 인과관계: 대구 경북지역병원 간호사를 중심으로 = Causal Relationship Among Perceived Justice, Organizational Commitment and Service Performance of Service Personnel

다국어 초록 (Multilingual Abstract)

Service personnel who have direct contact with customers influence the customer`s perception of service quality and customer satisfaction. In this study, empirical analysis using structural equation modelling was conducted on the causal relationship among perceived justice, organizational commitment and service performance. The authors proposed, on a basis of the qualitative research of the related previous papers, a research model which represents the causal relationship from procedural justice, interaction justice and continuance commitment to affective commitment, and from affective commitment to service performance. The empirical analysis result showed that affective commitment is significantly caused by interaction justice, continuance commitment and procedural justice in descending order of effect size, and that service performance is significantly caused by affective commitment. This paper concludes with contribution of this study, managerial implication of the research findings and further research issues.

참고문헌 (Reference)

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