고객서비스 보증속성이 종업원의 CS활동에 미치는 영향

This study investigate the effect of customers service guarantee on employees' customer satisfaction. The results are as follows. First, the clearness and confidence attributes of service guarantee, organization' s support all have significant positive effects on employees' involvement in service. Second, the confidence attributes of service guarantee and organization's support have significant positive effects on employees' service involvement. Third, perceived organizational support and organization's communications have significant positive effects on employees' perceived role clearness and confidence in service. Fourth, employees' perceived role clearness and confidence have significant positive effects on service involvement. According to those results, the service managers should allow the service employees have a voice in the guarantee development so as to develop a dependable service guarantees. On the other hand, managers should provide enough informations and supports to help the service employees involved in service and more customer orientated with reducing their role ambiguity and improving their confidence and senses of responsibility.