고객센터 상담원의 정보시스템사용이 職務滿足과 顧客指向性에 미치는 影響 = (The)influence of customer service representatives' job satisfaction and customer orientation on the use of information system in customer information center

국문 초록 (Abstract)

오늘날의 기업들은 고객만족에 기업의 핵심역량을 집중하고 있는데, 기업이 고객과 마주하는 최일선이 구매당시는 점포가 되지만 구매후에는 고객센터가 고객과의 상호작용을 담당하고 있다. 기업이 신규고객을 유치하는 것도 중요하지만 기존고객을 유지하는 것 또한 대단히 중요하다. 따라서 고객센터는 기존고객을 유지하고 기존고객을 통한 신규고객을 확보하는데 매우 중요한 역할을 담당한다는 점에서 기업들이 고객센터에 많은 투자를 하고 있다. 이에 발맞추어 고객센터관련 연구들이 점차 증가하고 있는데, 기존의 고객센터 관련 연구는 주로 인사관리적 요인들에 기초하여 직무만족과 고객만족간의 관계를 규명하였다. 본 연구에서는 상담원의 직무만족에 포커스를 두고 기존 연구를 확대하여 고객센터의 상담원이 다른 서비스직무와는 다르게 정보시스템을 활용한 업무수행환경이 직무만족에 어떤 영향을 미치는 가에 대해 조사하고자 한다. 또 정보시스템이 직무만족에 영향을 미치는 다른 요인들과는 어떤 상관관계를 가지는지를 고려함으로써 기존의 서비스 직종에서의 직무만족에 관한 연구와 비교하고자 하였다. 또 정보시스템이 상담원의 고객지향성에 미치는 영향에 대해서도 조사하였다.
연구결과 정보시스템은 직무만족에 유의한 영향을 미치는 것으로 나타났는데 특히 정보품질이 많은 영향을 미치고 있음을 알 수 있었다. 조직적 요인에서는 보상만 직무만족과의 관계에 유의한 결과를 보여주었으며 나머지 요인들은 유의하지 않았다. 이는 고객센터의 직무환경과 직무내용이 다른 서비스직종과 차별화되는데서 오는 때문인 것으로 보인다. 정보시스템요인과 상담원의 고객지향성과의 관계에서는 시스템품질, 정보품질 모두 상담원의 고객지향성과 긍정적 관계가 존재하는 것으로 나타났고, 조직적 요인의 하나인 매니저 직무몰입도 상담원의 고객지향성에 매우 유의한 결과를 보여주었다. 또 상담원의 직무만족은 상담원의 고객지향성에 유의한 영향을 미치는 것으로 나타났다. 본 연구로 고객센터의 인력관리차원에서의 상담원의 직무만족에 영향을 주는 요인에 정보시스템요인을 고려해야만 함을 보여줌으로써 고객센터의 관리전략을 수립하는데 새로운 방향을 제시하고, 시사점을 제공했다는데 그 의의가 있다.

다국어 초록 (Multilingual Abstract)

Nowadays all companies are concentrating on customers' satisfaction as their main goal. When customers buy goods, the shop is the front line area, but after purchasing the goods, the customer service center takes charge of interacting with customers. It's important for companies to gain new customers, but it's also very important for them to keep existing customers.
The customer service center is key to maintaining the existing customers, and also, by means of these existing customers, the customer service center is able to find new customers. That's why companies are investing a lot in customer service centers. As a result, research is increasingly related to customer service centers. Actually, most previous studies looked at the relationship between representatives' job satisfaction and customers' satisfaction based on the personnel management factor.
This study is focused on customer service representatives' job satisfaction, enlarge on previous research, and explore what kind of influence of customer service representatives' job satisfaction to use of information system of quite different job environment. And also, This study is considered the interaction between the influence of job satisfaction and the other factors. So, We would like to compare the factors of existing service part and new information system quality.
And We investigated the customer service representatives' influence on customer orientation by information system. As a result of Our research, We realized that the information system showed a notable influence on job satisfaction, especially on information quality. From organical primary factor, only compensation showed notable result in job satisfaction, but other factor. This reason is, it seems to show that there is a difference between customer service center's work conditions and other service's work conditions.
It shows that a positive relationship exists between the information service system and the representatives regarding both the system quality and information quality. And one of organical primary factor, manager's management commitment also has a notable result on the customer service representatives toward customer orientation. It showed that service representatives' job satisfaction had a notable influence on customer orientation.
This current research, as customer service center's human management level, and considering customer service representatives' satisfaction as related to the information system, We would like to suggest a new management strategy to use in customer service centers. And this suggestion is significant.

목차 (Table of Contents)

• 1. 서론 = 1
• 1.1 연구 배경 = 1
• 1.2 문제제기 및 연구의 목적 = 3
• 1.3 연구의 범위 및 방법 = 6
• 1.4 논문의 구성 = 7
• 2. 선행 연구 = 9
• 2.1 고객센터에 관한 연구 = 9
• 1.1.1 고객센터와 고객만족 = 9
• 1.1.2 고객센터의 현황 = 12
• 1.1.3 고객센터 운영개요 = 14
• 1.1.4 상담원 직무만족과 서비스품질 = 15
• 1.1.5 고객센터에 관한 선행연구 = 19
• 2.2 정보시스템에 관한 연구 = 30
• 2.2.1 정보시스템의 품질평가 = 30
• 2.2.2 정보시스템 성공모형연구 = 33
• 2.2.3 정보시스템의 사용자만족 = 36
• 2.3 직무만족에 관한 선행연구 = 37
• 2.3.1 직무만족의 정의 = 37
• 2.3.2 직무만족의 결정요인 = 41
• 2.4 고객지향성(customer orientation)에 관한 선행연구 = 47
• 2.5 선행연구 종합 및 본 연구의 프레임워크 = 49
• 2.5.1 정보시스템과 고객센터 = 49
• 2.5.2 정보시스템과 직무만족 = 52
• 3. 연구 모형 개발 = 60
• 4. 연구 방법 = 63
• 4.1 실증연구의 설계 = 63
• 4.1.1 정보시스템과 상담원의 직무만족 = 63
• 4.1.2조직적요인과 상담원의 직무만족 = 65
• 4.1.3 정보시스템과 고객지향성 = 67
• 4.1.4상담원의 직무만족과 고객지향성 = 68
• 4.2 변수의 조작적 정의 및 측정 = 69
• 4.2.1 독립변수의 조작적 정의 및 측정 = 69
• 4.2.2 종속변수의 조작적 정의 및 측정: 상담원의 고객지향성과 직무만족 = 76
• 4.3 조사 설계 = 79
• 4.3.1 표본의 설계 = 80
• 4.3.2 설문지의 설계 = 80
• 4.3.3 자료수집의 설계 = 81
• 5. 연구 결과의 분석 및 논의 = 82
• 5.1 자료의 수집 및 표본의 특성 = 82
• 5.1.1 자료의 수집 = 82
• 5.1.2 표본의 특성 = 82
• 5.2 타당성 분석 및 신뢰성 분석 = 87
• 5.2.1 타당성 분석 = 87
• 5.2.2신뢰성 분석 = 89
• 5.2.3상관관계 분석 = 90
• 5.3 연구 모형 및 가설의 검정 = 92
• 5.3.1 연구 모형의 검정 과정 = 92
• 5.3.2 측정모형의 검정 = 94
• 5.3.3 구조모형의 검정 = 95
• 5.4 연구결과에 대한 논의 = 97
• 6. 결론 = 103
• 6.1 연구 결과의 요약 = 103
• 6.2 연구의 시사점 = 104
• 6.3 연구의 한계 및 향후 연구방향 = 106
• 6.3.1 연구의 한계점 = 106
• 6.3.2 향후 연구방향 = 107
• 참고문헌 = 108
• 1. 국내논문 = 108
• 2. 국외논문 = 110
• 영문초록 = 129
• 부록 1 = 131
• 부록 2 = 134

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