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공정성 이론을 근거로 한 IT 서비스 공급자의 신뢰와 직무만족이 고객지향성에 미치는 영향에 관한 연구 : 공공부문 IT아웃소싱을 중심으로
Study on the Effects of Trust and Job Satisfaction for IT Service Providers on Customer Orientation Based on the Equity Theory : Focusing on IT Outsourcing in the Public Sector
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- 발행기관
- 한국생산성학회 바로가기
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- 간행물
- 생산성연구: 국제융합학술지 KCI 등재 바로가기
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- 통권
- 제28권 제3호 (2014.09)바로가기
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- 페이지
- pp.77-104
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- 저자
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- 언어
- 한국어(KOR)
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- URL
- https://www.earticle.net/Article/A315797
※ 원문제공기관과의 협약기간이 종료되어 열람이 제한될 수 있습니다.
원문정보
초록
- 영어
- With the recent rapid development of the IT industry, it is getting more difficult for corporations to maintain a continuously competitive edge and secure outstanding technologies and highly skilled workers. In order to, therefore, achieve a strategically dominant position over their competitors, corporations are considering IT outsourcing to give them an advantage. This study is designed to help us understand the influential factors of the information system quality of public IT outsourcing, and analyze how these factors affect customer orientation. A research model utilizing the main variables of the equity theory was suggested, emphasizing fair compensation for the organization, and which is expected to affect the customer orientation of public IT outsourcing, trust, and job satisfaction. In order to verify this research model empirically, questionnaires were conducted on the employees of IT outsourcing corporations. 154 samples were collected through questionnaires, and path analysis was performed to analyze the relationships among factors. As a result of path analysis, distributive justice, an influential factor of public IT outsourcing, significantly influenced trust, but did not significantly influence job satisfaction. Procedural justice significantly influenced trust and job satisfaction. Interactional justice did not influence trust, but significantly influenced job satisfaction. Trust significantly influenced job satisfaction but did not influence customer orientation. Lastly, job satisfaction significantly influenced customer orientation. This study suggests that efforts must be made to improve organizational justice for public IT outsourcing corporations in order to satisfy their customers' various needs and qualitatively improve their IT services.
목차
Ⅰ. 서론
Ⅱ. 이론적 배경
Ⅲ. 연구모형, 가설설정, 연구방법
Ⅳ. 실증분석
Ⅴ. 결론 및 시사점
참고문헌
Abstract
키워드
Public IT outsourcing Trust Jon satisfaction Customer orientation Equity theory저자
간행물 정보
발행기관
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- 발행기관명
- 한국생산성학회 [Korea Productivity Association]
- 설립연도
- 1985
- 분야
- 사회과학>경제학
- 소개
- 본 학회는 생산성에 관련된 학술연구의 진흥과 회원상호간의 친목을 도모함을 목적으로 한다. 그리고 다음의 사항에 주력한다. - 생산성에 관련된 학술연구의 진흥 - 생산성 향상을 위한 산학연계의 확립 - 회원상호간의 친교 및 정보교환 강화
간행물
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- 간행물명
- 생산성연구: 국제융합학술지 [Productivity Research: An International Interdisciplinary Journal]
- 간기
- 격월간
- pISSN
- 1225-3553
- 수록기간
- 1987~2025
- 등재여부
- KCI 등재
- 십진분류
- KDC 325 DDC 330
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