조직공정성이 서비스접점구성원의 인게이지먼트와 고객지향성에 미치는 영향

Abstract

This study defined the concepts of organization justice, employees" engagement, customer orientation, which are becoming increasingly important and necessary in service industry. Also, by verifying the relationship among these factors based on theoretical and empirical researches, it proposed strategic implications for service firms to reinforce their competitiveness. The results of the analysis in this study are as follows. First, the factors of distribution, procedural, interaction justice had significant effects on empolyees" engagement. Second, the factors of distribution, procedural, interaction justice had significant effects on customer orientation. Third, empolyees" engagement. had a significant effect on customer orientation. The results suggest that organization justice is a highly effective method of improving engagement and customer orientation of the frontline employees. Reasons and implications of these observed relationships are discussed.