항공사 종사원의 조직커뮤니케이션 만족이 고객지향성에 미치는 영향 : 집단응집성의 매개효과
The Effect of the Organizational Communication Satisfaction of Airline Employees on Customer Orientation : Focusing on the Mediating Effect of Group Cohesion
The purpose of this study is to grasp the effect relationship of communication satisfaction that the employees within the airline organization recognize on the group cohesion and customer orientation as well as to verity the mediating effect of group cohesion in a relationship with the communication satisfaction and customer orientation. To achieve this, this study was to execute the empirical analysis by selecting the employees who worked in the national airlines and foreign airlines to operate and serve in Korea. To examine the communication satisfaction within the organization of the airline, four factors; communication environment, the prospect of an organization, horizontal-informal communication, the integration of an organization were measured. In this analysis, group cohesion and customer orientation were classified as a single factor. When all the studies were combined, 4 hypotheses were accepted completely. The implications according to the research findings were to verity that the organizational members' communication satisfaction was important antecedent variable to improve the employee's positive work attitudes. In addition, this study was to investigate that the communication satisfaction could be improved through the active utilization of informal communication channels as well as the formal communication. The significance of the study can be found in that the developmental research model was suggested by verifying the investigating the relationship between the organizational communication satisfaction and customer orientation, and the mediating effect on the group cohesion.
ABSTRACT Ⅰ. 서론 Ⅱ. 이론적 배경 1. 조직커뮤니케이션 만족의 개념 2. 집단응집성 3. 고객지향성 Ⅲ. 연구설계 1. 연구모형 2. 가설의 설정 3. 변수의 조작적 정의와 설문지의 구성 4. 자료수집 및 분석방법 Ⅳ. 실증분석 1. 인구 통계적 특성 2. 신뢰성 및 요인분석 3. 가설검증 Ⅴ. 결론 참고문헌
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