논문 상세보기

감정부조화와 서비스제공수준 간의 관계에서 고객지향성의 매개효과에 관한 연구 KCI 등재

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

  • 언어KOR
  • URLhttps://db.koreascholar.com/Article/Detail/245726
구독 기관 인증 시 무료 이용이 가능합니다. 4,200원
대한안전경영과학회지 (Journal of Korea Safety Management & Science)
대한안전경영과학회 (Korea Safety Management & Science)
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.

저자
  • 송정수 | Song, Jung-Su
  • 손은일 | Son, Eun-Il