후방지원활동 품질 특성이 서비스 활동성과에 미치는 영향

Abstract

TQSM(Total Quality Service Management) activities is asserted to be a precondition to the achievement of various business performance. This study explores the relationships among TQSM, back-office activities, and service performances. Our findings show that: (1) Back-office activity (relational characteristic) mediates the relationship between TQSM and employees' satisfaction. (2) TQSM has a significant impact on employees' satisfaction. (3) Neither relational nor functional characteristics of back-office activities has a direct impact on service quality. It is true only byway of employees' satisfactions. (4) Service quality has a significant impact on customer satisfaction, and customer satisfaction has a significant impact on business performance, as previous studies suggested.