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ISSN : 1229-6783(Print)
ISSN : 2288-1484(Online)
Journal of the Korea Safety Management & Science Vol.14 No.3 pp.245-257

내부고객 지원활동이 종업원의 시장지향성과 고객지향성에 미치는 영향에 관한 연구

이 근 홍*, 장 병 집**, 윤 지 은***, 김 용 범***

A study on the Effects of Internal Customer Assistance Activity on Market Orientation and Customer Orientation

Byeong-Jib Jang**, Gun-Hong Lee*, Ji-Eun Yoon***, Yong-Beom Kim***
**President of Korea National University of Transportation
*Se-Ah Special Steel
***Business Administration, Korea National University of Transportation


Business environment, competition among firms in recent years, diverse and fragmented by the symbol of theconsumer has become very complex and intense. Nevertheless, for the best performance of firms differentiatedtheir company strives to have unique core competencies. In this study, reviewing the internal customer supportactivities and existing research on market orientation and then how it affects the future strategy for theinternal customer support activities. Through the results of this study, first, to appear understanding of theeffect of education and training to customers in enterprise-wide, strategic plan through competitor analysis,improved communication between departments, etc need to design to be effective in performance of company ina long term when in planning and training for employees such as job training, service training and training forimproving service mind. Second, employment stability and internal communications to the employee's customerorientation showed no significant affect. This is considered for employees due to lack of fear or anxiety, so theemployer could focus on his role in the current organization willing to participate actively for goals of theorganization. Finally external customer orientation in the employee's customer orientation did not affect theanalysis results which is appeared to in companies are constantly communicating with employees through thecompany's position and the difference between the employee's position is necessary to look for ways to narrow down.


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