내부고객성과의 결정요인에 대한 연구 - 해외 지역별 차이가 존재하는가?

A　Study on the Determinants of Internal Customer Performance: Do the Regional Differences Exist?

&nbsp;&nbsp;There are not many studies on the internal customer performance in marketing. The connection between employee satisfaction and customer satisfaction has been identified in several empirical studies. However, employee satisfaction can be interpreted as multi-dimensional concept rather than uni-dimensional concept. In this study, we expand employee satisfaction into corporation satisfaction, organizational loyalty, and individual satisfaction and investigate the determinants of internal customer performance and their differences in impacts by three different regions.<BR>&nbsp;&nbsp;Using the samples of one multinational corporation, we examine the determinants of these satisfaction measures empirically. Samples consist of Asian, Europe, and American(South, North) sample. Empirical results show that it is necessary to use multi-dimenensional concept in internal customer performance and their determinants and regional differences exist.