서비스 종사원의 대인커뮤니케이션, 직무만족 및 고객지향성의 관계

Abstract

Effective interpersonal communication during service encounters has a definite impact on maintaining a good relationship between the service employee and the customer. There has been considerable research on the effect of interpersonal communication of service employees on customer perception. However, not much research on the effect of interpersonal communication on service employees. According to an communication perspective, both customers and employees are influenced by interpersonal communication. The study examined the relationship among interpersonal communication, job satisfaction, and customer orientation of service employees. Using a survey created for the study the three hypotheses are tested using a sample of hotel service employees in Korea. Interpersonal communication was found to be relate positively to job satisfaction. Job satisfaction was found to be relate positively to customer orientation. Interpersonal communication was found to be relate positively to customer orientation. In addition, job satisfaction was found to mediate the influence of interpersonal communication on customer orientation. Conclusions are then presented followed by theoretical and managerial implications of the findings.