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논문 기본 정보

자료유형
학술저널
저자정보
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한국경영교육학회 경영교육연구 경영교육논총 제22집
발행연도
2000.12
수록면
187 - 202 (16page)

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The number of various employment styles are increasing these days, because of the enterprises of administractive strategy which want to supply apporpriate manpower against the changes of internal and external labor market today, and because of the rapid development of information communication techniques. It's not difficult to find out this kind of changes of labor market, from the workers who works for bome electronics service companies. So, they are employed in many kinds of workers, i.e., regular workers and cotract workers, and workers of service agency and small owner. As for this study it was studied and analysed on the realations between various employment styles of these home electronics service companies, the service qualities supplied by them, and the satisfaction degree of customers those service qualities. It was researched on the outworkers - the persons who visit customers' house and give services - of service department of three service companies of home electronics in taegu metropolitan city, from march 20th to 31st , 2000. And it was asked for both of the customers and service workers to answer about the services. 179 data were collected and analyzed as follows (but, the service agency workers were excluded, because there were no answered data);first, the service quanlities were different according to employment styles. Even though they showed their work satisfaction in the order of small owner workers, contract workers, and regular workers, the service qunlities which were felt by the customers werer in the order of regular workers, small owner workers , and contract workers. Second, between the relations of service quanlities and customers satisfaction, it showed the higher customers' satisfaction when there were the higher service quanlities, and it meant there were correlations between each variable, by showing same results with preceeding studies. The thing which is revealed by this research and analysis is that regular workers' work satisfaction is lower than that of small owner workers' and contract workers', and this is different from common sense of preceeding researches that regular workers' work satisfaction is higher than that of irregular workers'. This is thought that a regular worker is paid by month, so they have lower pay than that of small owner worker and contract worker who are paid by performance. Furthermore, they have limit on promotion of position and salary, because their part is technique part, so their mind of belonging. So, in the emplyment system of home electronics service agencies, when we thind that most of the workers in that field are irregular workers, regular workers' mind is depressed, urgent improvement is needed for them. Meanwhile, even though small owners and contract workers show higher work satisfaction than that of regular workers', customers' satisfaction were lower on their cases. This is caused by short of time for enough service when it is compared with their cases in a day, so their heartful service is not enough. And when we think that most of the service agents are small owners and contract workers, we need enough thinking and education for this. But this research has limitation as follows, so hope next researcher should compensate for this, and get good result. First, this research couldn't overcome the limitation of area, and was researched only in three service agencies in Taegu metropolitan city. Second, the difference of service level was not thought in three sample service agencies in statistics dealing, because of their difference of employment styles. Third, the sample size is small, not enough to support this study.

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UCI(KEPA) : I410-ECN-0101-2018-032-002193583