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내부서비스품질과 조직몰입과의 관계에 관한 연구

The Relationship between Internal Service Quality and Organizational Commitment

서비스경영학회지
약어 : -
2009 vol.10, no.1, pp.93 - 114
DOI : 10.15706/jksms.2009.10.1.005
발행기관 : 한국서비스경영학회
연구분야 : 경영학
Copyright © 한국서비스경영학회
권영훈 1 ,  박진수 2 ,  박근영 3

1경남대학교

2경남대학교

3경남대학교

308 회 열람

This paper was to examine the relationship between internal service quality and organizational commitment and the moderation effect of the type of service organization in that relationship. The research used six variables including internal service quality, affective commitment, continuance commitment, normative commitment, customer orientation and the type of service organization. Several hypotheses were set up about the relationships among these and tested empirically. It was found that a follows: First, internal service quality was positively related with affective commitment, continuance commitment and normative commitment. Second, the effectiveness of organizational commitment to customer orientation was very different. Affective commitment had no effect on customer orientation. Continuance commitment was negatively related with customer orientation. On the other hand, normative commitment was positively related with customer orientation. Fisher Z test analysis revealed that affective commitment and normative commitment had a significant difference between profit organization and non-profit organization.

The type of service organization, Internal service quality, Organizational commitment, Customer orientation

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