CAJ | 학술논문

在我国员工的工作投入程度普遍偏低，尤其以顾客接触型员工为甚。本文创新地从组织外部视角出发，结合工作要求——资源模型理论，探讨顾客参与各个维度对顾客接触型员工工作投入程度的影响。通过实地问卷调查和spss16．0进行数据分析，发现顾客参与对顾客接触型员工工作投入有显著影响，且各维度的影响方向是不同的。因此，企业在努力提高顾客接触型员工工作投入程度时要关注来自顾客方面的影响；招聘和培训员工时应采取积极措施，重视顾客参与的影响，以提高员工的工作投入程度。
재아국원공적공작투입정도보편편저，우기이고객접촉형원공위심。본문창신지종조직외부시각출발，결합공작요구——자원모형이론，탐토고객삼여각개유도대고객접촉형원공공작투입정도적영향。통과실지문권조사화spss16．0진행수거분석，발현고객삼여대고객접촉형원공공작투입유현저영향，차각유도적영향방향시불동적。인차，기업재노력제고고객접촉형원공공작투입정도시요관주래자고객방면적영향；초빙화배훈원공시응채취적겁조시，중시고객삼여적영향，이제고원공적공작투입정도。
Work engagement among employees in our country shares a low level, especially for the customercontact employees. Starting from external organization, this research creatively analyzed the impact of every dimension of customer participation on work engagement of customer- contact employees on the basis of Job Demands -Resources Model. Through questionnaire survey and data analysis with spssl6. O, we found that customer participation has a significant correlation with work engagement and the correlations of different dimensions are unlike. According to this research, managements need to pay attention to the influences of customer participation when they are trying to improve employees＇ work engagement. Therefore, the management should also attach importance to customer participation and take active activities to cooperate with customer- contact employees so as to improve customer- contact employees＇ work engagement.