교직원의 서비스지향성 지각이 학생생활지도에 미치는 영향에 관한 연구

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An Empirical Study on the Effects of School Personnel's Customer Orientation on the Student Guidance

Yu, gwi jong
Advisor : Prof. Jong-rok Yoon, Ph, D.
Department of Business Adminstration
Graduate School of Business Adminstration,
Chosun University

A study aims to empirically investigate the effects that the Customer Orientation and of school personnel have on the Student Guidance of their schools, in an attempt to find a way to help the organizational effectiveness of Customer Orientation schools. In doing so, the present study explores the and of Student Guidance staff members at elementary schools and the level of their perception of organizational effectiveness and analyzes the relationship between the of staff members and the organizational effectiveness of their schools.
The salesperson reacts with customers in the process of delivering and producing services, because of the close correlation between producing and consuming.
The salesperson therefore delivers their own attitudes formed through their own work to customers during The behavior and the attitude of employees, especially in customer-contact point, have a great impact upon the performance of a company since services are delivered through the direct contact between the salesperson and customers.
However, the existing researches into this topic have been limited to the partial concept of which is very important in both delivering and creating quality of service. Moreover, we have hardly found researches approaching to establish systematic measurements to evaluate the attitude and behavior of employees and environmental variables both of which are critical elements in evaluating service quality in the perspective of Student Guidance
For the study, the data were gathered from the Gwangju province through the questionnaires. Research hypothesis were examined based on the gathered data. results are summarized as follows;
First, the author measured the extent of followership perceived by the surveyed staffs of elementary schools. The level of their followers hip was not so high; among its subordinate variables, showed a higher level than independent/critical thinking. Like in the extent of male staff members showed a higher level of than female members, and when assessed by their positions, the highest level of followership was found among educational administrative personnel, followed by teachers, technical workers and non-regular employees. When based on the amount of experience, the level of was higher among those with longer experience.
The third measure was the extent of school-organizational effectiven perceived by the surveyed staff members. The level of school- organizational effectiveness was relatively high; for its subordinate variables, the highest valuewas associated with organizational adaptability followed by job performance and job satisfaction. A sex-based comparison revealed that male staff perceived a higher level of organizational effectiveness than female members. Like in the above two cases, when asse ssed by their positions, the level of organizational effectiveness was highest among educational administrative personnel, followed by teachers,technical workers and non-regular employees when based on the Customer Orientation does not have a direct influence on the performance of a company: customer and financial outcome.
That is, customer satisfaction and financial outcome dont have a direct effect up on organizational Customer Orientation independently, but upon the Student Guidance and the customer-oriented mind of employees indirectly, which is representing an intermediation effect.
Alternative Title
An Empirical Study on the Effects of School Personnel's Customer Orientation on the Student Guidance
Alternative Author(s)
Yu, gwi jong
조선대학교 대학원
경영대학원 경영학과
Awarded Date
Table Of Contents
목 차


I. 서 론 1
1.1. 문제 제기 및 연구 목적 1
1.2. 연구방법 및 논문의 구성 3

Ⅱ. 이론적 배경 5
2.1. 서비스지향성 5
2.1.1. 서비스지향성의 개념 5
2.1.2. 서비스지향성의 구성 요소 6
2.1.3. 서비스지향성에 대한 선행 연구 14
2.2. 학생생활지도 17
2.2.1. 학생생활지도의 개념 17
2.2.2. 학생생활지도의 원리 19
2.2.3. 학생생활지도의 영역 20
2.3. 직무만족 23
2.3.1. 직무만족의 개념 23
2.3.2. 직무만족의 측정 요인 25
2.3.3. 직무만족 결정 요인과 관련 변수 28
2.4. 선행 연구 29

Ⅲ. 연구 모형의 설계 및 가설의 설정 33
3.1 연구 모형 33
3.2. 가설의 설정 33
3.2.1. 서비스지향성과 학생생활지도와의 관계 33
3.2.2. 서비스지향성과 직무만족의 관계 35
3.2.3. 직무만족과 학생생활지도와의 관계 36
Ⅳ. 연구방법 38
4.1. 변수의 조작적 정의 및 측정 38
4.1.1. 변수의 조작적 정의 38
4.1.2. 설문지 구성 및 측정 38
4.2. 표본의 선정 및 분석 방법 40
4.2.1. 표본 선정 및 자료 수집 40
4.2.2. 표본의 특성 41
4.2.3. 자료 분석 방법 42
4.2.4..평균 분석 43

Ⅴ. 실증 분석 45
5.1. 측정 도구의 타당성 및 신뢰성 검증 45
5.2. 변수들 간의 상관관계 분석 48
5.3. 변수에 대한 확인적 요인분석 49
5.4. 연구가설의 검증 50
5.4.1. 매개 효과 분석 51
5.4.2. 구조 모형의 검증 54

Ⅵ. 결 론 56
6.1. 연구 결과의 요약 56
6.2. 연구의 시사점 및 한계 58

설 문 지
조선대학교 대학원
유귀종. (2011). 교직원의 서비스지향성 지각이 학생생활지도에 미치는 영향에 관한 연구.
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Business > 3. Theses(Master)
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