의류매장에서 내부서비스품질이 직무만족과 조직성과에 미치는 영향

Abstract

Marketing strategists believe that the best way to satisfy customers is through satisfied employes. In fashionretail businesses, salespersons play a pivotal role for the success of busines, since fashion products have emotional prop-erties and customers' emotion is largely affected by personal selling at the point of purchases. The present study aimsto examine relationships among internal service quality, job satisfaction, and organizational performance in fashion retailbusinesses. Specifically, the study will test the validity of applying service quality concept to the internal service targetingthe sales person of fashion retailers and identify dimensions of internal service quality. Data were collected from sales-persons of women’s wear and imported brand stores at four major department stores. 205 survey responses were usedfor the final analysis. The factor analysis extracted empathy/tangibility, assurance, responsivenes and reliability factors.service quality had significant direct effects on job satisfaction and significant indirect effects on organizational per-formance. Reliability dimension of internal service quality had a significant direct effect on job satisfaction. The impor-tance of empathy/tangibility dimension, however, was relatively weak in the model.