Structural Causal Relations with Formation of Relationship in Internal Organization of Enterprises and Management Performance

기업 내의 관계형성과 경영성과의 구조적 인과관계

  • 박승환 (단국대학교 경상대학 경영학부) ;
  • 송노섭 (단국대학교대학원 경영학과)
  • Received : 2012.01.12
  • Accepted : 2012.03.05
  • Published : 2012.03.28


The purpose of this paper is to explain and identify how service trust about enterprise of internal employees influence on management performance by investigating relationships between service trust in internal organization of enterprise, job commitment, customer service behavior, management performance. A survey study was conducted to collect the data with sales forces of at domestic major pharmaceutical companies. Analysis of structural equation modeling with AMOS 18.0 was performed to test the research hypothesis. The results of the study are as follows: service trust in internal organization of enterprise are positively associated on both job commitment and management performance, but it was negatively associated on customer service behavior. Job commitment was positively associated on customer service behavior but it was not influences on management performance. And customer service behavior was positively associated on management performance. Therefore, service trust in internal organization of enterprise was direct influences on management performance and it was also effects on through job commitment and customer service behavior. To sum up, if employees are devote themselves in work of their organization, service behavior on their customer of employees will be higher, and then management performance will be achievement. So, it have to reinforce job commitment on employees in order to achievement high performance of management through sales.


Service Trust in Internal Organization of Enterprises;Job Commitment;Customer Service Behavior;Management Performance


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