Earticle

초록

영어

Purpose: This descriptive study attempted to identify the influence of internal marketing perception, empowerment, and job satisfaction on customer orientation of clinical nurses. Methods: The subjects were 411 nurses with over one year working experience in a university hospital, located in I-city. The data were collected from April 20 to 30, 2012. using a self-report questionnaire. The data were analyzed using hierarchical multiple regression with the SPSS/WIN 17.0 program. Results: There were significant differences in customer orientation depending on general characteristics(age, marital status, education, position, clinical experience, and department). Internal marketing perception, empowerment, and job satisfaction correlated with customer orientation. As the results of hierarchical multiple regression analysis for impact factors on nurses' customer orientation show, factors are the outpatient department in working places(β=.10), education and training in internal marketing perception(β=.12) and empowerment( β=.44), which accounted for 31.1% of customer orientation. Conclusion: Therefore, nurse managers should identify the needs to perceive nurses as internal customers, and the internal marketing strategy should be performed to empower nurses. Also, it is needed to place nurses with high customer orientation at the outpatient department.

목차

Abstract
 서론
  1. 연구의 필요성
  2. 연구목적
 연구방법
  1. 연구설계
  2. 연구대상 및 자료수집
  3. 연구도구
  4. 자료분석
 연구결과
  1. 내부마케팅 인식, 임파워먼트, 직무만족 및 고객지향성 정도
  2. 일반적 특성에 따른 내부마케팅 인식, 임파워먼트, 직무만족 및 고객지향성의 차이
  3. 내부마케팅 인식과 임파워먼트, 직무만족, 고객지향성간의 상관관계
  4. 고객지향성에 미치는 영향
 논의
 결론 및 제언
 REFERENCES

키워드

저자

• 이은아 [ Yi, Eun-Ah | 가천대 길병원 ]
• 이여진 [ Yi, Yeo-Jin | 가천대학교 간호학과 ] Corresponding author

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  한국직업건강간호학회지 [Korean Journal of Occup ational Health Nursing]

• 간기

  계간

• pISSN

  2287-2531

• eISSN

  2466-1856

• 수록기간

  1991~2026

• 십진분류

  KDC 512 DDC 610