The Effects of the Service Orientation on Job Satisfaction and Customer Orientation of the Urban Railway-operating Company

도시철도운영기관의 서비스지향성이 직무만족과 고객지향성에 미치는 영향

  • 이현주 (서울산업대학교 철도전문대학원 철도경영정책학과) ;
  • 국광호 (서울산업대학교 철도전문대학원 철도경영정책학과)
  • Published : 2009.10.30

Abstract

This paper performed an empirical study through the survey to investigate the effects of the service orientation of the urban railway-operating company on employees' job satisfaction and customer orientation. For this, the surveyed data was analyzed through factor analysis, reliability analysis, and regression analysis. The difference between railway-operating companies was analyzed by the t-test and the differences between workers in different fields were analyzed by the ANOVA test. The results show that 1) human resource management, employee empowerment, service leadership, and service system are positively related to employees' job satisfaction in the decreasing order, 2) the service system, human resource management, and service leadership are positively related to customer orientation, but employee empowerment is negatively related to customer orientation, 3) the workers of the urban railway-operating company A and B show significant differences in job satisfaction and customer orientation, and 4) the job satisfaction and the customer orientation of the rolling stock maintenance workers was the highest and that of service workers in station was the lowest.

References

  1. Asif, S., and Sargenat, A.(2000), 'Modelling Internal Communications in the Financial Services Sector," European Journal of Marketing, Vol. 34, No. 3/4, pp.299~317 https://doi.org/10.1108/03090560010311867
  2. Babin, B. and Boles, J.(1996), "The effects of Perceived Co-Worker Involvement and Supervisor Support on Service Provider Role Stress, Performance and Job Satisfaction," Journal of Retailing, Vol. 72, No. 1, pp.57~75 https://doi.org/10.1016/S0022-4359(96)90005-6
  3. Benoy, J.(1996), "Internal Marketing Builds Service Quality," Journal of Health Care Marketing, Vol. 16, No. 1, pp.54-59
  4. Daulatram, B. L.(2003), "Organizational Culture and Job Satisfaction," Journal of Business & Industrial Marketing, Vol. 18, No. 3, pp.219~236 https://doi.org/10.1108/0885862031047313
  5. Dienhart, J. R., Gregoire, M. B., and Downey, R. G.(1990), "Service Orientation of Restaurant Employees," Hosiptlity Education and Research Journal, Vol. 14, No. 2, pp. 421~429
  6. Donavan, D. T., Brown, T. J., and Mowen J. C.(2001), "The Consequences of Service Worker Customer Orientation : Job Satisfaction Commitment and Performance," Working paper, Kanas State University
  7. Hartline, C. J. and Ferrell, O. C.(1994), "The Management of Customer-Contact Service Employees-An Empirical Investigation," Journal of Marketing, Vol. 60, No. 4, pp. 52~70 https://doi.org/10.2307/1251901
  8. Heskett, J. L. and Jones, T. O.(1994), G. W. Lovmen, W. E. Sasser, Jr and L. A. Schlesinger, "Putting the Service-Profit Chain to Work," Havard Business Review, Vol. 72, No. 2, pp. 164~174
  9. Hogan, J., Hogan, R., and Busch, C. M.(1984), "How to Measure Service Orientation," Journal of Applied Psychology, Vol. 69, No. 1, pp. 167~173 https://doi.org/10.1037/0021-9010.69.1.167
  10. Locke, E. A(1976),"The Nature and Causes of Job Satisfaction in M. D. Dunnette(ed)," Handbook of Industrial and Organizational Psychology, Rand McNally: Chicago, IL, pp.279~349
  11. Lytle, R. S.(1994), "Service Orientation, Market Orientation and Performance : An Organizational Culture Perspective, Published Doctoral Dissertation," Arizona State University
  12. Lytle, Richard. S. Peter. W Hom, and Michael p. Mokwa(1998), "SERV*OR: A Managerial Measure of Organization Service-Orientation," Journal of Retailing, Vol. 74, No. 4, pp.455~489 https://doi.org/10.1016/S0022-4359(99)80104-3
  13. Nunally,J.C.(1978), Psychometric Theory 2nd ed., New York : McGraw-Hill Book Company
  14. Poter, L. W. and Lawler, E. E.(1968), Managerial Attitude and Performance, Richard D. Irwin
  15. Schneider, Benjamin and David E. Bowen(1993), "The Service Organization: Human Resources Management is Crucial," Organization Dynamics, Vol. 21, No. 4, pp.39~52 https://doi.org/10.1016/0090-2616(93)90032-V
  16. Treacy, M. and Wiersema, F.(1993), "Customer Intimacy and Other Value Dsciplines," Harvard Business Review, Vol. 71, No. 1, pp.84~95
  17. Schneider, B., Parkington, J. and Buxton, V. M.(1980), "Employee and Customer perceptions of Service in Banks," Administrative Science Quaterly, Vol. 25, June, pp.252~267 https://doi.org/10.2307/2392454
  18. Martin, W. B.(1985), "Quality service : The restaurant manager's bible," Ithaca, NY : Cornell University, School of Hetel Administration
  19. 강두식(2004), "의료기관의 서비스지향성이 경영성과에 미치는 영향에 관한 연구," 박사학위논문, 인천대학교
  20. 김향(2004), "은행서비스의 직원만족이 고객만족에 미치는 영향에 관한 연구," 석사학위논문, 고려대학교
  21. 송지준(2008), "논문작성에 필요한 SPSS/AMOS 통계분석방법," 21세기사
  22. 송희영(2006), "고객 서비스보증이 종업원의 고객지향성에 미치는 영향에 관한 연구," 박사학위논문, 배재대학교
  23. 이현주, 신택현(2007), "다원적 리더십과 그 효과성에 관한 일 연구, 철도관련 조직을 중심으로," 한국철도학회 논문집 제10권 제2호, pp.217~223
  24. 전현숙(2004), "기업의 서비스지향성과 조직시민행동이 종업원 만족과 고객지향성에 미치는 경향," 박사학위논문, 동아대학교
  25. 황외성(2007), "행정기관의 서비스지향성이 내부고객의 직무만족, 조직몰입과 서비스성과에 미치는 영향," 박사학위논문, 경북대학교, pp.17~20