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KMID : 0904520100280010115
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Health and Medical Sociology
2010 Volume.28 No. 1 p.115 ~ p.138
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The Impact of Personality Type and Job Satisfaction on Customer Oriented Behavior of Working People in Hospitals
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Yang Jong-Hyun
Kim De-Hi
Chang Dong-Min
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Abstract
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The purpose of this study is to analyze the relationship among employees" Enneagram personality type, job satisfaction and customer oriented behavior. The data were collected from 330 employees of 4 hospitals using a standardized questionnaires which were constructed to include Enneagram personality type, job satisfaction and customer oriented behavior, analyzed by frequency, factor analysis and structural equation model.
The results showed that job satisfaction and customer oriented behavior were affected by Enneagram personality types. Job environment and organization characteristics in instinct style are strongly related to customer meeting orientation and empathizing orientation with customers. Job environment, organization characteristics and interpersonal relations in sentiment style are strongly related to empathizing orientation with customers. Organization characteristics in thought style are strongly related to customer meeting orientation and empathizing orientation with customers.
Therefore, there were correlating relationships among employees" Enneagram personality type, job satisfaction and customer oriented behavior in hospitals. According to the outcome of this study, management implications in hospitals were discussed.
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KEYWORD
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Enneagram, Personality Type, Job Satisfaction, Customer Oriented Behavior
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