Your browser does not support the PubReader view.
Go to this page to see a list of supporting browsers.
Korean Academic Society of Business Administration
[ Article ]
korean management review - Vol. 47, No. 1, pp.153-175
ISSN: 1226-1874 (Print)
Print publication date 28 Feb 2018
Received 24 Oct 2017 Accepted 14 Jan 2018
DOI: https://doi.org/10.17287/kmr.2018.47.1.153

기업과 서비스 접점 종업원의 관계 맺기: 관계유대에 대한 서비스 접점 종업원의 심리적 반응

이명성* ; 한상린**
*(주저자) 경북대학교 경영대학 soung@knu.ac.kr
**(교신저자) 한양대학교 경영대학 slhan@hanyang.ac.kr
Establishing Relationship between Corporation and Customer-Contact Employees: Psychological Response of Customer-Contact Employees toward Relationship Bonds
Myoung Soung Lee* ; Sang-Lin Han**
*School of Business, Kyungpook National University, Korea, First Author
**School of Business, Hanyang University, Korea, Corresponding Author

초록

관계마케팅에 대한 선행연구들은 외부 고객과의 관계에 미치는 영향력 때문에 기업과 종업원 간의 관계의 중요성을 강조하고 있지만 학술적 측면의 실증적인 증거는 부족하다. 더군다나 종업원을 대하는 기업의 방식으로 인해 기업의 성과가 달라지는 것을 확인하고 있음에도 기업과 종업원 간의 관계를 구축하기 위한 논의는 이루어지지 않고 있다. 관계마케팅 문헌에서는 관계구축을 위한 전략으로 관계유대를 살펴보고 있으며, 관계유대가 고객에 대한 관계적 성과에 결정적으로 작용하는 것을 확인하고 있다. 이러한 관계유대는 선행연구에서 기업과 고객 및 기업과 기업과의 관계를 향상하고 유지시키기 위한 전략으로는 살펴보고 있으나, 종업원과 관련된 연구는 미흡하다. 따라서 본 연구는 관계유대가 서비스 접점 종업원에 어떠한 영향을 미치는지 탐색하고자 하였다. 구체적으로는 (1) 관계유대의 세 가지 요소인 경제적 유대, 사회적 유대, 구조적 유대가 서비스 접점 종업원의 개인-직업 적합성을 통해 감정고갈과 직무만족에 어떠한 영향을 미치는지 살펴보고자 하였으며, (2) 관계유대와 개인-직업 적합성 사이에 관계적 특성인 관계기간으로서 근무기간의 조절효과를 살펴보고자 하였다. 이를 위해 본 연구에서는 금융 및 보험 산업 서비스 제공자 365명을 대상으로 설문조사를 실시하여 분석에 활용하였다.

분석결과 기업의 관계유대 전략인 경제적 유대와 사회적 유대, 그리고 구조적 유대는 서비스 접점 종업원의 개인-직업 적합성을 향상 시키는 것으로 나타났다. 그리고 개인-직업 적합성이 높은 서비스 접점 종업원일수록 감정고갈이 줄어들며 직무에 만족하는 것으로 나타났다. 그리고 감정고갈은 서비스 접점 종업원이 직무를 만족하지 못하게 하는 요인으로 확인되었다. 한편, 근무기간의 조절효과와 관련하여 경제적 유대와 구조적 유대는 조절효과가 나타나지 않으나 사회적 유대의 경우 서비스 접점 종업원의 근무기간이 길수록 개인이 직업에 더 적합하게 느끼는 것으로 나타났다.

Abstract

The previous studies on relationship marketing put emphasis on the importance of the relationship between corporation and employees owing to its effects toward external customers but they lack the empirical evidence in the academic aspect. Moreover, even though the variations of corporate performance are being identified owing to the way of treating employees, the discussion for establishing the relationship between corporation and employees is not taking place. The relationship marketing literature examines relationship bonds as the strategy for relationship establishment and the literature identified that relationship bonds is decisive in the relational performance toward customers. This relationship bonds is sought as the strategy to enhance the relationship between corporation and customers and the relationship between corporations but the studies on employees is insufficient. Thus, this study aimed to explore the effects of relationship bonds on customer-contact employees. Specifically, firstly, it tried to figure out the effects of the three elements of relationship bonds(financial bonds, social bonds, and structural bonds) toward emotional exhaustion and job satisfaction through the person-job fit of customer-contact employees and secondly, it tried to examine the moderating effect of work period as the relationship period which is the relational characteristic between relationship bonds and person-job fit. For this objective, this study conducted questionnaire surveys targeting 365 service providers of financial and insurance industry.

As a result of the analysis, financial bonds, social bonds, and structural bonds were found to have positive influence on person-job fit of customer-contact employees. In addition, the customer-contact employees with high person-job fit had a low emotional exhaustion and were satisfied with their job. Also, emotional exhaustion was found to be the factor which make customer-contact employees unsatisfied with their job. Meanwhile, financial bonds and structural bonds do not have a moderating effect with regard to the work period. But work period moderates positive influence of social bonds on person-job fit.

Keywords:

customer-contact employee, relationship bonds, person-job fit, emotional exhaustion, job satisfaction, work period

키워드:

서비스 접점 종업원, 관계유대, 개인-직업적합성, 감정고갈, 직무만족, 근무기간

References

  • 이정화·김지화(2012), “일부 치과위생사의 직무스트레스 및 사회심리적 스트레스와의 관련성 연구: 대구지역을 중심으로,” 한국콘텐츠학회논문지, 12(1), 400-408.
  • 장은미(1997), “경력관련 변수와 조직몰입 분석: 경력단계와 경력 경로와의 관계,” 경영학연구, 26(2), 271-286.
  • Allen, N. J., and J. P. Meyer(1993), “Organizational Commitment: Evidence of Career Stage Effects?,” Journal of Business Research, 26(1), 49-61. [https://doi.org/10.1016/0148-2963(93)90042-N]
  • Babakus, E., U. Yavas, and N. J. Ashill(2010), “Service Worker Burnout and Turnover Intentions: Roles of Person-Job Fit, Servant Leadership, and Customer Orientation,” Services Marketing Quarterly, 32(1), 17-31. [https://doi.org/10.1080/15332969.2011.533091]
  • Bartels, J., R. Douwes, M. de Jong, and A. Pruyn (2006), “Organizational Identification during a Merger: Determinants of Employees’ Expected Identification with the New Organization,” British Journal of Management, 17(1), 49-67. [https://doi.org/10.1111/j.1467-8551.2006.00478.x]
  • Berry, L. L.(1995), “Relationship Marketing of Services - Growing Interest, Emerging Perspectives,” Journal of the Academy of Marketing Science, 23(4), 236-245. [https://doi.org/10.1177/009207039502300402]
  • Bitner, M. J.(1990), “Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses,” Journal of Marketing, 54(2), 69-82. [https://doi.org/10.1177/002224299005400206]
  • Bitner, M. J., B. H. Booms, and L. A. Mohr(1994), “Critical Service Encounters: The Employee’s Viewpoint,” Journal of Marketing, 58(4), 95-106. [https://doi.org/10.1177/002224299405800408]
  • Boles, J. S., M. W. Johnston, and J. F. Hair(1997), “Role Stress, Work-Family Conflict and Emotional Exhaustion: Inter-Relationships and Effects on Some Work-Related Consequences,” Journal of Personal Selling & Sales Management, 17(1), 17-28.
  • Brown, J. R., and C. S. Dev(1997), “The Franchisor-Franchisee Relationship,” Cornell Hotel and Restaurant Administration Quarterly, 38(6), 30-38. [https://doi.org/10.1177/001088049703800617]
  • Cable, D. M., and D. S. DeRue(2002), “The Convergent and Discriminant Validity of Subjective Fit Perceptions,” Journal of Applied Psychology, 87(5), 875-884. [https://doi.org/10.1037/0021-9010.87.5.875]
  • Chen, Y. L., and H. C. Chiu(2009), “The Effects of Relational Bonds on Online Customer Satisfaction,” Service Industries Journal, 29(11), 1581-1595. [https://doi.org/10.1080/02642060902793326]
  • Cherrington, D. J., S. J. Condie, and J. L. England (1979), “Age Work Values,” Academy of Management Journal, 22(3), 617-623. [https://doi.org/10.5465/255750]
  • Chiu, H. C., M. Lee, Y. C. Hsieh, and L. Y. Chen (2007), “Building Customer Relationships: A Comparison across Multiple Service Encounters,” Advances in Consumer Research-North American Conference Proceedings, 34, 720-725.
  • Cordes, C. L., and T. W. Dougherty(1993), “A Review and an Integration of Research on Job Burnout,” Academy of Management Review, 18(4), 621-656. [https://doi.org/10.5465/amr.1993.9402210153]
  • Cranny, C. J., P. C. Smith, and E. F. Stone(1992), Job Satisfaction: How People Feel about Their Jobs and How It Affects Their Performance, New York: Free Press.
  • Dash, S., E. Bruning, and K. K. Guin(2009), “A Cross-Cultural Comparison of Individualism's Moderating Effect on Bonding and Commitment in Banking Relationships,” Marketing Intelligence and Planning, 27(1), 146-169. [https://doi.org/10.1108/02634500910928380]
  • Dwyer, F. R., P. H. Schurr, and S. Oh(1987), “Developing Buyer-Seller Relationships,” Journal of Marketing, 51(2), 11-27. [https://doi.org/10.1177/002224298705100202]
  • Edwards, J. R.(1991), Person-Job Fit: A Conceptual Integration, Literature Review, and Methodological Critique, John Wiley & Sons.
  • Felício, A. J., E. Couto, and J. Caiado(2014), “Human Capital, Social Capital and Organizational Performance,” Management Decision, 52(2), 350-364. [https://doi.org/10.1108/MD-04-2013-0260]
  • Fornell, C., and D. F. Larcker(1981), “Evaluating Structural Equation Models with Unobservable Variables and Measurement Error,” Journal of Marketing Research, 18(1), 39-50. [https://doi.org/10.1177/002224378101800104]
  • Gaines, J., and J. M. Jermier(1983), “Emotional Exhaustion in a High Stress Organization,” Academy of Management Journal, 26(4), 567-586. [https://doi.org/10.5465/255907]
  • George, W. R.(1990), “Internal Marketing and Organizational Behavior: A Partnership in Developing Customer-Conscious Employees at Every Level,” Journal of Business Research, 20(1), 63-70. [https://doi.org/10.1016/0148-2963(90)90043-D]
  • Giannikis, S. K., and D. M. Mihail(2008), “Predicting Organizational Commitment: A Field Study of Full-Time and Part-Time Retail Employees,” The Business Review, Cambridge, 10(2), 69-78.
  • Gouldner, A. W.(1960), “The Norm of Reciprocity: A Preliminary Statement,” American Sociological Review, 25(2), 161-78. [https://doi.org/10.2307/2092623]
  • Gounaris, S. P., and K. Venetis(2002), “Trust in Industrial Service Relationships: Behavioral Consequences, Antecedents and the Moderating Effect of the Duration of the Relationship,” Journal of Services Marketing, 16(7), 636-655. [https://doi.org/10.1108/08876040210447351]
  • Gremler, D. D., and K. P. Gwinner(2000), “Customer-Employee Rapport in Service Relationships,” Journal of Service Research, 3(1), 82-104. [https://doi.org/10.1177/109467050031006]
  • Hair, J. F., R. E. Anderson, R. L. Tatham, and W. C. Black(2009), Multivariate Data Analysis with Reading(7th Edition), Prentice Hall, New York.
  • Halbesleben, J. R., and M. R. Buckley(2004), “Burnout in Organizational Life,” Journal of Management, 30(6), 859-879. [https://doi.org/10.1016/j.jm.2004.06.004]
  • Harker Martin, B., and R. MacDonnell(2012), “Is Telework Effective for Organizations? A Meta-Analysis of Empirical Research on Perceptions of Telework and Organizational Outcomes,” Management Research Review, 35(7), 602-616. [https://doi.org/10.1108/01409171211238820]
  • Harrison-Walker, L. J., and S. E. Neeley(2004), “Customer Relationship Building on the Internet in B2B Marketing: A Proposed Typology,” Journal of Marketing Theory and Practice, 12(1), 19-35. [https://doi.org/10.1080/10696679.2004.11658510]
  • Herington, C., L. W. Johnson, and D. Scott(2006), “Internal Relationships: Linking Practitioner Literature and Relationship Marketing Theory,” European Business Review, 18(5), 364-381. [https://doi.org/10.1108/09555340610686958]
  • Hsieh, Y. C., H. C. Chiu, and M. Y. Chiang(2005), “Maintaining a Committed Online Customer: A Study across Search-Experience-Credence Products,” Journal of Retailing, 81(1), 75-82. [https://doi.org/10.1016/j.jretai.2005.01.006]
  • Huang, M. H.(2008), “The Influence of Selling Behaviors on Customer Relationships in Financial Services,” International Journal of Service Industry Management, 19(4), 458-473. [https://doi.org/10.1108/09564230810891905]
  • Jaccard, J., and C. K. Wan(1996), LISREL Approaches to Interaction Effects in Multiple Regression, Thousand Oaks, Calif. Sage. [https://doi.org/10.4135/9781412984782]
  • Jaramillo, F., D. B. Grisaffe, L. B. Chonko, and J. A. Roberts(2009), “Examining the Impact of Servant Leadership on Salesperson’s Turnover Intention,” Journal of Personal Selling & Sales Management, 29(4), 351-365. [https://doi.org/10.2753/PSS0885-3134290404]
  • Joseph, K., and C. Dai(2010), “Human Resources Motivation in a Workplace: A Case Study of a Utility Company in Abidjan, Cote D'Ivoire,” Interdisciplinary Journal of Contemporary Research in Business, 1(12), 151-159.
  • Judge, T. A., and J. E. Bono(2001), “Relationship of Core Self-Evaluations Traits—Self-Esteem, Generalized Self-Efficacy, Locus of Control, and Emotional Stability—with Job Satisfaction and Job Performance: A Meta-Analysis,” Journal of Applied Psychology, 86(1), 80-92. [https://doi.org/10.1037/0021-9010.86.1.80]
  • Karatepe, O. M.(2013), “The Effects of Work Overload and Work-Family Conflict on Job Embeddedness and Job Performance: The Mediation of Emotional Exhaustion,” International Journal of Contemporary Hospitality Management, 25(4), 614-634. [https://doi.org/10.1108/09596111311322952]
  • Karatepe, O. M., and M. Tekinkus(2006), “The Effects of Work-Family Conflict, Emotional Exhaustion, and Intrinsic Motivation on Job Outcomes of Front-Line Employees,” International Journal of Bank Marketing, 24(3), 173-193. [https://doi.org/10.1108/02652320610659021]
  • Karatepe, O. M., I. Yorganci, and M. Haktanir(2009), “Outcomes of Customer Verbal Aggression among Hotel Employees,” International Journal of Contemporary Hospitality Management, 21(6), 713-733. [https://doi.org/10.1108/09596110910975972]
  • Kristof-Brown, A. L.(2000), “Perceived Applicant Fit: Distinguishing between Recruiters' Perceptions of Person-Job and Person-Organization Fit,” Personnel Psychology, 53(3), 643-671. [https://doi.org/10.1111/j.1744-6570.2000.tb00217.x]
  • Kuenzel, S., and E. Krolikowska(2008), “The Effect of Bonds on Loyalty towards Auditors: The Mediating Role of Commitment,” The Service Industries Journal, 28(5), 685-700. [https://doi.org/10.1080/02642060801988233]
  • Lauver, K. J., and A. Kristof-Brown(2001), “Distinguishing between Employees' Perceptions of Person–Job and Person–Organization Fit,” Journal of Vocational Behavior, 59(3), 454-470. [https://doi.org/10.1006/jvbe.2001.1807]
  • Lee, Y. K., S. Kim, M. S. Kim, J. H. Lee, and K. T. Lim(2015), “Relational Bonding Strategies in the Franchise Industry: The Moderating Role of Duration of the Relationship,” Journal of Business & Industrial Marketing, 30(7), 830-841. [https://doi.org/10.1108/JBIM-10-2013-0237]
  • Lewin, J. E., and J. K. Sager(2009), “An Investigation of the Influence of Coping Resources in Salespersons' Emotional Exhaustion,” Industrial Marketing Management, 38(7), 798-805. [https://doi.org/10.1016/j.indmarman.2008.02.013]
  • Liang, C. J., and H. J. Chen(2009), “How to Lengthen, Deepen and Broaden Customer-Firm Relationships with Online Financial Services?,” Journal of Financial Services Marketing, 14(3), 218-231. [https://doi.org/10.1057/fsm.2009.20]
  • Liang, C. J., and W. H. Wang(2005), “Integrative Research into the Financial Services Industry in Taiwan: Relationship Bonding Tactics, Relationship Quality and Behavioural Loyalty,” Journal of Financial Services Marketing, 10(1), 65-83. [https://doi.org/10.1057/palgrave.fsm.4770174]
  • Lin, N. P., J. C. Weng, and Y. C. Hsieh(2003), “Relational Bonds and Customer's Trust and Commitment: A Study on the Moderating Effects of Web Site Usage,” Service Industries Journal, 23(3), 103-124. [https://doi.org/10.1080/714005111]
  • Liljander, V., and I. Roos(2002), “Customer-Relationship Levels – from Spurious to True Relationships,” Journal of Services Marketing, 16(7), 593-614. [https://doi.org/10.1108/08876040210447333]
  • Martin, H. B., and R. MacDonnell(2012), “Is Telework Effective for Organizations? A Meta-Analysis of Empirical Research on Perceptions of Telework and Organizational Outcomes,” Management Research Review, 35(7), 602-616. [https://doi.org/10.1108/01409171211238820]
  • Maslach, C.(1982), “Understanding Burnout Definitional Inssues in Analyzing a Complex Phenomenon,” In W, S, Paine(Ed.), Job Stress and Burnout, (pp. 29-40), Beverly Hills, CA: Sage.
  • Maslach, C., and S. E. Jackson(1981), “The Measurement of Experienced Burnout,” Journal of Organizational Behavior, 2(2), 99-113. [https://doi.org/10.1002/job.4030020205]
  • Matsuno, K., J. T. Mentzer, and A. Özsomer(2002), “The Effects of Entrepreneurial Proclivity and Market Orientation on Business Performance,” Journal of Marketing, 66(3), 18-32. [https://doi.org/10.1509/jmkg.66.3.18.18507]
  • Melancon, J. P., S. M. Noble, and C. H. Noble(2011), “Managing Rewards to Enhance Relational Worth,” Journal of the Academy of Marketing Science, 39(3), 341-362. [https://doi.org/10.1007/s11747-010-0206-5]
  • Morgan, R. M., and S. D. Hunt(1994), “The Commitment-Trust Theory of Relationship Marketing,” Journal of Marketing, 58(3), 20-38. [https://doi.org/10.1177/002224299405800302]
  • Mosadegh Rad, A. M., and M. Hossein Yarmohammadian (2006), “A Study of Relationship between Managers' Leadership Style and Employees' Job Satisfaction,” Leadership in Health Services, 19(2), 11-28 [https://doi.org/10.1108/13660750610665008]
  • Nath, P., and A. Mukherjee(2012), “Complementary Effects of Relational Bonds in Information Asymmetry Contexts,” Journal of Services Marketing, 26(3), 168-180. [https://doi.org/10.1108/08876041211223979]
  • Netemeyer, R. G., and J. G. Maxham(2007), “Employee versus Supervisor Ratings of Performance in the Retail Customer Service Sector: Differences in Predictive Validity for Customer Outcomes,” Journal of Retailing, 83(1), 131-145. [https://doi.org/10.1016/j.jretai.2006.10.009]
  • Newman, A., and A. Z. Sheikh(2012), “Organizational Rewards and Employee Commitment: A Chinese Study,” Journal of Managerial Psychology, 27(1), 71-89. [https://doi.org/10.1108/02683941211193866]
  • Nunnally, J. C.(1978), Psychometric Theory, McGraw-Hill, New York.
  • Perrewé, P. L., K. L. Zellars, G. R. Ferris, A. M. Rossi, C. J. Kacmar, and D. A. Ralston(2004), “Neutralizing Job Stressors: Political Skill as an Antidote to the Dysfunctional Consequences of Role Conflict,” Academy of Management Journal, 47(1), 141-152. [https://doi.org/10.2307/20159566]
  • Pfeffer, J.(1994), Competitive Advantage through People: Unleashing the Power of the Work Force, Harvard Business School Press, Boston, MA.
  • Read, D.(2005), “Monetary Incentives, What Are They Good for?,” Journal of Economic Methodology, 12(2), 265-276. [https://doi.org/10.1080/13501780500086180]
  • Reinartz, W. J., and V. Kumar(2000), “On the Profitability of Long-Life Customers in a Noncontractual Setting: An Empirical Investigation and Implications for Marketing,” Journal of Marketing, 64(4), 17-35. [https://doi.org/10.1509/jmkg.64.4.17.18077]
  • Rodríguez, C. M., and D. T. Wilson(2002), “Relationship Bonding and Trust as a Foundation for Commitment in US-Mexican Strategic Alliances: A Structural Equation Modeling Approach,” Journal of International Marketing, 10(4), 53-76. [https://doi.org/10.1509/jimk.10.4.53.19553]
  • Rosenbaum, M. S., and C. A. Massiah(2007), “When Customers Receive Support from Other Customers: Exploring the Influence of Intercustomer Social Support on Customer Voluntary Performance,” Journal of Service Research, 9(3), 257-270. [https://doi.org/10.1177/1094670506295851]
  • Rynes, S. L., and B. Gerhart(1993), “Recruiter Perceptions of Applicant Fit: Implications for Individual Career Preparation and Job Search Behavior,” Journal of Vocational Behavior, 43(3), 310-327. [https://doi.org/10.1006/jvbe.1993.1050]
  • Saks, A. M., and B. E. Ashforth(2002), “Is Job Search Related to Employment Quality? It All Depends on the Fit,” Journal of Applied Psychology, 87(4), 646-654. [https://doi.org/10.1037/0021-9010.87.4.646]
  • Scroggins, W. A.(2007), “An Examination of the Additive versus Convergent Effects of Employee Perceptions of Fit,” Journal of Applied Social Psychology, 37(7), 1649-1665. [https://doi.org/10.1111/j.1559-1816.2007.00231.x]
  • Sweeney, J. C., and D. A. Webb(2007), “How Functional, Psychological, and Social Relationship Benefits Influence Individual and Firm Commitment to the Relationship,” Journal of Business & Industrial Marketing, 22(7), 474-488. [https://doi.org/10.1108/08858620710828854]
  • Tortosa, V., M. A. Moliner, and J. Sánchez(2009), “Internal Market Orientation and Its Influence on Organisational Performance,” European Journal of Marketing, 43(11/12), 1435-1456. [https://doi.org/10.1108/03090560910989975]
  • Virick, M., J. D. Lilly, and W. J. Casper(2007), “Doing More with Less: An Analysis of Work Life Balance among Layoff Survivors,” Career Development International, 12(5), 463-480. [https://doi.org/10.1108/13620430710773772]
  • Wang, E. S.-T.(2014), “The Effects of Relationship Bonds on Emotional Exhaustion and Turnover Intentions in Frontline Employees,” Journal of Services Marketing, 28(4), 319-330. [https://doi.org/10.1108/JSM-11-2012-0217]
  • Ward, T., and T. S. Dagger(2007), “The Complexity of Relationship Marketing for Service Customers,” Journal of Services Marketing, 21(4), 281-290. [https://doi.org/10.1108/08876040710758586]
  • Yen, D. A., and B. R. Barnes(2011), “Analyzing Stage and Duration of Anglo-Chinese Business-to-Business Relationships,” Industrial Marketing Management, 40(3), 346-357. [https://doi.org/10.1016/j.indmarman.2010.08.003]
  • Yoo, J.(2013), “The Influence of Social Undermining on the Service Employee's Customer-Oriented Boundary-Spanning Behavior,” Journal of Services Marketing, 27(7), 539-550. [https://doi.org/10.1108/JSM-03-2012-0060]
  • Yoon, M. H., S. E. Beatty, and J. Suh(2001), “The Effect of Work Climate on Critical Employee and Customer Outcomes: An Employee-Level Analysis,” International Journal of Service Industry Management, 12(5), 500-521. [https://doi.org/10.1108/EUM0000000006095]
  • Young, L., and S. Denize(1995), “A Concept of Commitment: Alternative Views of Relational Continuity in Business Service Relationships,” Journal of Business & Industrial Marketing, 10(5), 22-37. [https://doi.org/10.1108/08858629510103879]
  • Zablah, A. R., G. R. Franke, T. J. Brown, and D. E. Bartholomew(2012), “How and When Does Customer Orientation Influence Frontline Employee Job Outcomes? A meta-analytic evaluation,” Journal of Marketing, 76(3), 21-40. [https://doi.org/10.1509/jm.10.0231]

• 저자 이명성은 현재 경북대학교 경영대학 초빙교수로 재직 중이며 한양대학교 대학원에서 경영학박사를 취득하였다. 세부전공은 마케팅이며 주요연구분야는 서비스 접점 종업원의 소진 및 직무열의에 미치는 요인 및 결과, 감정노동, 관계마케팅 등이다.

• 저자 한상린은 현재 한양대학교 경영학부 교수로 재직 중이며 미국 Pennsylvania State University에서 경영학박사를 취득하였다. 세부전공은 마케팅이며 주요 연구분야는 B2B마케팅, 유통전략, 서비스마케팅, 신상품전략 등이다.