보건의료산업학회지 (The Korean Journal of Health Service Management)

  • 제7권1호
  • /
  • Pages.35-44
  • /
  • 2013
  • /
  • 2093-5986(pISSN)
  • /
  • 2288-0666(eISSN)
보건의료산업학회 (Korea Society of Health Service Management)
권호 표지
DOI QR코드

DOI QR Code

지각된 서비스 편의성이 직무만족, 조직신뢰, 조직몰입, 이직의도에 미치는 영향 -의료서비스 종사자를 중심으로-

The Effects of Perceived Service Convenience on Job Satisfaction, Organizational Trust and Commitment, and Turnover Intention of Healthcare Service Workers

  • Kim, Seong-Su (Department of Railroad Management, Woosong University) ;
  • Jung, Chul-Ho (Department of Business Administration, Mokwon University) ;
  • Huh, Jae-Wan (Department of Business Administration, Hanyang University)
  • 투고 : 2012.08.27
  • 심사 : 2013.02.27
  • 발행 : 2013.03.30
PDF 다운로드
⟨ 이전 논문 다음 논문 ⟩

초록

The purpose of this study was to find out the factors forming perceived service convenience, and to investigate structural relationships among perceived service convenience, job satisfaction, trust, organizational commitment, and turnover intention in the healthcare service industries. The result analyzing on the hypothesis of this study was as follows. First, service convenience had positively influence job satisfaction, trust, and organizational commitment. Second, the job satisfaction had positively influence on the trust, and the trust had positively influence on the organizational commitment. Third, it was found that the variables of job satisfaction, the trust, and the organizational commitment negatively influenced on the turnover intention. Based on these results, theoretical implications for relevant researchers and managerial implications for healthcare service operation and internal marketing strategy were discussed.

키워드

참고문헌

  1. S. Hwang(2012), The Mediating Effect of Emotional Dissonance on the Relationship between Internal Marketing and Customer Orientation: Focused on the Nursing Organization, Journal of the Korea Service Management Society, Vol.13(2);25-45. https://doi.org/10.15706/jksms.2012.13.2.002
  2. S. Park(1999), Empirical Study on the Effect of Organizational Service-Orientation and Customer Orientation on Business Performance, Asia Marketing Journal, Vol.2(1);99-117.
  3. D.T. Donavan, T.J. Brown, J.C. Mowen(2004), Internal Benefits of Service-Worker Customer Orientation: Job Satisfaction, Commitment, and Organizational Citizenship Behaviors, Journal of Marketing, Vol.68(1);128-146. https://doi.org/10.1509/jmkg.68.1.128.24034
  4. A.K. Kohli, B.J. Jaworski(1990), Market Orientation: The Construct, Research Propositions, and Managerial Implications, Journal of Marketing, Vol.54(2);1-18.
  5. R.L. Hallowell, L.A. Schlesinger, J. Zornisky(1996), Internal Service Quality, Customer and Job Satisfaction: Linkages and Implications for Management, Human Resource Planning, Vol.19(2);206-231.
  6. D.B. Arnett, D.A. Laverie, C. Mclane(2002), Using Job Satisfaction and Pride As Internal-Marketing Tools, Cornell Hotel and Restaurant Administration Quarterly. Vol.43(2);87-96.
  7. L.L. Berry, K. Seider, D. Grewal(2002), Understanding Service Convenience. Journal of Marketing, Vol.66(3);1-17.
  8. K. Seider, G.B. Voss, A.L. Godfrey, D. Grewal(2007), SERVCON: Development and Validation of A Multidimensional Service Convenience Scale, Journal of the Academy of Marketing Science, Vol.35;144-156. https://doi.org/10.1007/s11747-006-0001-5
  9. S. Colwell, M. Aung, V. Kanetkar, A.L. Holden(2008), Toward a Measure of Service Convenience: Multiple-Item Scale Development and Empirical Test, Journal of Services Marketing, Vol.22(2);160-169. https://doi.org/10.1108/08876040810862895
  10. M.K. Osman, U. Orhan, M. Ismel, H. LeJla, B. Luli(2006), The Effects of Selected individual Characteristics on Frontline Employee Performance and Job Satisfaction, Tourism Management, Vol.27;547-560. https://doi.org/10.1016/j.tourman.2005.02.009
  11. S. Cho, Y. Kim, K. Kim, W. Lee(2008), The Effects of Employees' Psychological Empowerment in Family Restaurants on Job Satisfaction, Organizational Commitment and Turnover Intention, Korean Journal of Culinary Research, Vol.14(3);223-237.
  12. R. Morgan, S. Hunt(1994), The Commitment- Trust Theory of Relationship Marketing, Journal of Marketing, Vol.58(3);20-38.
  13. J. Park(2002), The Impact of Workplace Empowerment on University Hospital Administrative Staff's Job Satisfaction and Organizational Commitment, Korean Journal of Hospital Management, Vol.7(1);1-18.
  14. R.T. Mowday, L.W. Porter, R.M. Steers(1982), Employee-organizational linkages: The psychology of commitment, absenteeism, and turnover, Academic Press, pp.68-82.
  15. N.J. Allen, J.P. Meyer(1990), The Measurement and Antecedents of Affective, Continuance and Normative Commitment to the Organization, Journal of Occupational Psychology, Vol.63;1-18. https://doi.org/10.1111/j.2044-8325.1990.tb00506.x
  16. C.E. Michael, P.E. Spector(1982), Causes of Employee Turnover: A Test of the Mobley, Griffeth, Hand, and Meglino Model, Journal of Applied Psychology, Vol.67(1);53-59. https://doi.org/10.1037/0021-9010.67.1.53
  17. J.C. Anderson, D.W. Gerbing(1988), Structural Equation Modeling in Practice: A Review and Recommended Two-step Approach, Psychological Bulletin, Vol.130(3);411-423.
  18. A.K. Kohli, B.J. Jaworski(1993), Market Orientation: The Construct, Research Propositions, and Managerial Implications, Journal of Marketing, Vol.54(2);1-18.
  19. A. Chaudhuri, M.B. Holbrook(2001), The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty, Journal of Marketing, Vol.65(2);81-93. https://doi.org/10.1509/jmkg.65.2.81.18255
  20. D. Sirdeshmukh, J. Singh, B. Sabol(2002), Consumer Trust, Value, and Loyalty in Relational Exchanges, Journal of Marketing, Vol.66(1);15-37. https://doi.org/10.1509/jmkg.66.1.15.18449
  21. H. Jang(2012), The Impacts of Working in the Hospital Empowerment, Job Satisfaction and Organizational Commitment Turnover Intention, The Korean Journal of Health Service Management, Vol.6(1);64-76. https://doi.org/10.12811/kshsm.2012.6.1.065
  22. J. Kim, M. Kim(2012), The Study of DISC Behavioral Patterns on Job Satisfaction, Organization Commitment and Job Stress in Nurses and Dental Hygienist, The Korean Journal of Health Service Management, Vol.6(4);73-82. https://doi.org/10.12811/kshsm.2012.6.4.073
  23. S. Choi(2011), A Study on the Effects of Internal Marketing in Medical Service Organization on Employee's Attitude of Job and Attitude of Organization, Graduate School of Business in Kyunghee University, pp.8-10.
  24. J. Jeong(2009), A Study on the Effects of the Internal Marketing on Job Satisfaction, Organizational Commitment and Customer Orientation at General Hospital, Graduate School of Public Administration, Kyunghee University, pp.64-66.
  25. J.A. Fitzsimmons, M.J. Fitzsimmons(2001), Service Management: Operations, Strategy, and Information Technology, 3rd ed., McGraw-Hill, p.85.

피인용 문헌

  1. Perception of Organizational Trust Culture of Regional General Hospital Employees and its Effect on Organizational Trust Activities vol.15, pp.2, 2015, https://doi.org/10.5392/JKCA.2015.15.02.455
  2. A Study on Nonpatient Revenues in University Hospitals vol.8, pp.2, 2014, https://doi.org/10.12811/kshsm.2014.8.2.001