미용 산업에 있어서 접점 종업원의 조직시민행위에 관한 이론적 고찰

A theoretical Study on Organizational Citizenship Behavior among MOT Employees: The case of beauty industry

  In order to make service business successful, the attitude of MOT employees who make firsthand contact with customers is crucial, as consumer evaluation relies on that. Internal marketing that stresses efficient MOT personnel management and education is one of the decisive factors to determine the success or failure of business. Existing studies have mostly concentrated their attention on the impacts of organizational citizenship behavior among customer contact employees on customer attitude, including satisfaction and repurchase intention, profitability and the effect of words of mouth. But the purpose of this study was to put stress on the importance of MOT employees in service industry and their systematic management, and to delve into their job satisfaction and job adjustment as parameters to stimulate their spontaneous organizational citizenship behavior. And it"s additionally attempted to identify what sorts of variables could positively affect the parameters to provide firsthand motivation to them.