대한안전경영과학회지 (Journal of the Korea Safety Management & Science)

  • 제11권4호
  • /
  • Pages.127-137
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  • 2009
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  • 1229-6783(pISSN)
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  • 2288-1484(eISSN)
대한안전경영과학회 (Korea Safety Management & Science)
권호 표지

감정부조화와 서비스제공수준 간의 관계에서 고객지향성의 매개효과에 관한 연구

A Study on the Effects of Customer Orientation on Emotional Dissonance and Service Delivery Level

  • 송정수 (한국국제대학교 경영학과) ;
  • 손은일 (한국국제대학교 경영학과)
  • Song, Jung-Su (Dept. of Business Administration, International University of Korea) ;
  • Son, Eun-Il (Dept. of Business Administration, International University of Korea)
  • 투고 : 2009.10.18
  • 심사 : 2009.12.05
  • 발행 : 2009.12.30
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초록

The purpose of this study were to examine the effects of emotional dissonance on customer orientation and service delivery level, and to examine the mediating effects of the customer orientation. In order to verify the relationships and mediating effect, data were obtained from 199 nurses working in a general hospital in Changwon City were analyzed by using SPSS 12.0. and AMOS 5.0. The findings are as follows: Firstly, there was a negative relationship between emotional dissonance and customer orientation. Secondly, there was also a positive relationship between customer orientation and service delivery level. Thirdly, there was also a negative relationship between emotional dissonance and service delivery level. Finally, the customer orientation was a partial mediating effect on the relationship between emotional dissonance and service delivery level. Based on these findings, the implications and the limitations of the study were presented including some directions for future studies.

키워드

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