서비스풍토가 내부서비스품질과 종업원만족, 조직몰입에 미치는 영향

초록

The purpose of the current study is to examine influences of service climate on such various factors as internal service quality(ISQ), employees' satisfaction, and their commitment to the organization. In order to attain the research objectives, the current study implemented the review of literature on service climate and other related constructs. In so doing, several research hypotheses addressing the relationship among those constructs were developed. The empirical results showed that service climate has significant influences on ISQ and satisfaction and consequently both ISQ and satisfaction significantly influences on organizational commitment. Upon to the research findings, the current study suggested to continuously check out the organizational service climate and to enhance it in order to attain the objectives of the organization. At the same time, however, several limitations found in the current study were identified; and the ways to overcome those limitations were proposed for the future studies.

키워드