취업 컨설턴트의 IT 활용도, 고객지향성, 업무성과 간의 관련성에 관한 연구

The Relationship among IT Usage, Customer Orientation, and Performances of Job Consultants

This paper suggest some important factors that affect to the performance of job consultants. To test the suggestion, we gather data, 258 respondents, from the job consultants who work for the Women s New Job Creation and Consulting Centers which were established by Korea government. The empirical test proved that the customer-orientations of job consultants affect on their performances, not only on the perception of customer evaluation and the job satisfaction directly but also on the job matching endeavors indirectly. The other our research focus is to analyze the control effects of IT usages on customer-orientations and job performances of consultants. The ANOVA analysis proved that the high IT usage group have higher customer communication and responsiveness to customers, also have higher perception of customer evaluation and job matching endeavors. Concludingly, to improve the job performances of the consultants, the enhancement of their customer-orientations and IT skills are important. Eventually the service qualities of job consulting centers will be improved by the IT competencies of job consulting personnels and their faithful customer oriented service activities.