해운선사 고객접점 직원의 직무가치가 종업원만족과 서비스지향성에 미치는 영향

초록

Purpose : This study aims to investigate the relationships between customer encounter employees’ work values, employee satisfaction and service orientation from a human resource management point of view. Research design, data, methodology : Research model and hypotheses have been developed based on literature review, and a questionnaire survey was conducted to 104 customer encounter employees. The collected data were analysed with structural equation modeling(SEM), examining the hypothesized relationships. Results : The results of this research are as follows. First, customer encounter employees’ intrinsic work value has a positive effect on organizational commitment and job satisfaction and has a negative effect on turnover intention. Second, customer encounter employees’ extrinsic work value also has a positive effect on job satisfaction. Third, organizational commitment and job satisfaction are positively related with service orientation. Conclusions : This study provides important implications for the way how to manage customer encounter employees for high-quality customer service.

키워드