ISSN : 1229-6783(Print)
ISSN : 2288-1484(Online)
ISSN : 2288-1484(Online)
외식업 종사자의 직무만족이 서비스품질에 미치는 효과 및 성별 조절효과
The relationship between job satisfaction and service quality, and the moderating effect of gender in food service restaurants
Abstract
This paper reviewed the relationship between job satisfaction and service quality, and the moderating effectof gender in restaurant employee. Based on the responses from 288 employees, the results of multipleregression analysis showed that intrinsic job satisfaction(JS) and extrinsic job satisfaction effect positively onall service quality factors(tangibles, reliability, responsiveness, empathy). The results of moderating analysisshowed that intrinsic JS effects positively on all service quality factors irrespective of gender, but the positiveeffect of extrinsic JS on tangibles and empathy is more positive in female than in male employee.
- 16 안관영(277-284).pdf484.0KB
Reference
1.Ahn, Kwan-Young(2006), "The relationship between organizational commitment and service quality, and the moderating effect of gender in hotel, Journal of Korea Safety Management & Science, vol. 8, no. 2, pp. 129-138.
2.Ahn, Kwan-Young(2009), "The relationship between boundary spanning behaviors and service quality, and the moderating effect of gender in outdoor-food franchising system", Journal of Korea Safety Management & Science, vol. 11, no. 2, pp. 179-185.
3.Ahn, Kwan-Young, and Lee, Byung-Jig(2002), "The Relationship between Collectivism / Achievement Needs and Organizational Citizenship Behavior and the Moderating Effect of Sex, Journal of Management, vol. 31, no. 5, pp. 1165-1183.
4.Ahn, Kwan-Young, and Lee, Seok-Jun(2007), "Organizational Citizenship Behavior and Service Quality Promotion using OB Modification, Journal of Korea Safety Management & Science, vol. 9, no. pp. 147-156.
5.Baek, Gi-Beok(2011), Organizational Behavior, Chang-Min Publishing Co.
6.Baron, R. M. & D. A. Kenny (1986), "The Moderator-Mediator Variable Distinction in Social Psychology Research: Conceptual, Strategic, and Statistical Considerations," Journal of Personality and Social Psychology, 51(6), pp. 1173-1182.
7.Chao, G. T., A. M. O'Leary-Kelly, S. Wolf, H. J. Klein, and P. D. Gardner(1994), "Organizational Socialization: Its Content and Consequences", Journal of Applied Psychology, vol. 79, pp. 730-743.
8.Cohen, J, and P. Cohen(1983), Applied multiple regression/correlation analysis for the behavioral science, Hillsdale, New Jersey: Laerence Erlbaum Associates.
9.Cronin, Jr., J. J., and S. A. Taylor(1992), "Measuring Service Quality: A Reexamination and Extension", Journal of Marketing, vol. 56, pp. 55-68.
10.Hallowell, R., L. A. Schlesinger & Zomisky(1996), Interner Service Quality, Customer and Job Satisfaction: Linkages and Implications for Management, Human Resource Planning, Vol. 19, No. 2, pp. 20-31.
11.Hong, K. O.(2005), "An Empirical Study of the Relationship Between Pay Satisfaction and Turnover Intention of Restaurant Employees", Journal of Foodservice Management, vol. 8, no. 2, pp. 119-135.
12.Huffman, K. D., and Ingram, T. M.(1992), "Service provider job satisfaction and customer-oriented performance", Journal of Service Marketing, vol. 6, pp. 68-78.
13.Kim, Hong-Ju(2012), A study on store placement in outdoor food service industry, Master Dissertation of Kyunghee University.
14.Lee, Jun-Yeop(1994), A study on the difference of consumers' service quality recognition : Approaches according to service category and experience, Master Dissertation of Seoul National University.
15.Luthans, F.(1995), Organizational Behavior, McGraw-Hills, Inc.
16.Parasuraman, A., Zeithaml, V. A. & Berry, L. L.(1985), "A conceptual model of service quality and its implications for future research," Journal of Marketing, Vol. 49(Fall), pp. 41-50.
17.Parasuraman, A., Zeithaml, V. A. & Berry, L. L.(1988), "SERVQUAL; A Multiple- Item Scale for Measuring Consumer Perceptions of Service Quality," Journal of Retailing, Vol. 64, No.1, pp. 12-40.
18.Park, Young-Bae(1996), "The effects of employees' work beliefs and leadership on job satisfaction, Journal of Management, vol. 25, no. 4, pp. pp. 133-160.
19.Seo, Chang-Jeok, and Yun, Yoe-Seon(2005), "The Effect of Employee Satisfaction on Service Quality according to Leadership and Followership in MOT, Journal of the Korean Production and Operations Management Society, vol. 17, no.1, pp. 55-82.
20.Snipes, R. L., S. L. Oswald, M. LaTour, and A. A. Armenakis(2005), "The effects of job satisfaction facets on customer perceptions of service quality: an employee-level analysis", Journal of Business Research, vol. 58, pp. 1330-1339.
21.Yoon, M. H., Beatty, S. E., and Suh, J.(2001), "The effect of work climate on critical employee and customer outcomes: an employee-level analysis", International Journal of Service Industry Management, vol. 12, pp. 500-521.
2.Ahn, Kwan-Young(2009), "The relationship between boundary spanning behaviors and service quality, and the moderating effect of gender in outdoor-food franchising system", Journal of Korea Safety Management & Science, vol. 11, no. 2, pp. 179-185.
3.Ahn, Kwan-Young, and Lee, Byung-Jig(2002), "The Relationship between Collectivism / Achievement Needs and Organizational Citizenship Behavior and the Moderating Effect of Sex, Journal of Management, vol. 31, no. 5, pp. 1165-1183.
4.Ahn, Kwan-Young, and Lee, Seok-Jun(2007), "Organizational Citizenship Behavior and Service Quality Promotion using OB Modification, Journal of Korea Safety Management & Science, vol. 9, no. pp. 147-156.
5.Baek, Gi-Beok(2011), Organizational Behavior, Chang-Min Publishing Co.
6.Baron, R. M. & D. A. Kenny (1986), "The Moderator-Mediator Variable Distinction in Social Psychology Research: Conceptual, Strategic, and Statistical Considerations," Journal of Personality and Social Psychology, 51(6), pp. 1173-1182.
7.Chao, G. T., A. M. O'Leary-Kelly, S. Wolf, H. J. Klein, and P. D. Gardner(1994), "Organizational Socialization: Its Content and Consequences", Journal of Applied Psychology, vol. 79, pp. 730-743.
8.Cohen, J, and P. Cohen(1983), Applied multiple regression/correlation analysis for the behavioral science, Hillsdale, New Jersey: Laerence Erlbaum Associates.
9.Cronin, Jr., J. J., and S. A. Taylor(1992), "Measuring Service Quality: A Reexamination and Extension", Journal of Marketing, vol. 56, pp. 55-68.
10.Hallowell, R., L. A. Schlesinger & Zomisky(1996), Interner Service Quality, Customer and Job Satisfaction: Linkages and Implications for Management, Human Resource Planning, Vol. 19, No. 2, pp. 20-31.
11.Hong, K. O.(2005), "An Empirical Study of the Relationship Between Pay Satisfaction and Turnover Intention of Restaurant Employees", Journal of Foodservice Management, vol. 8, no. 2, pp. 119-135.
12.Huffman, K. D., and Ingram, T. M.(1992), "Service provider job satisfaction and customer-oriented performance", Journal of Service Marketing, vol. 6, pp. 68-78.
13.Kim, Hong-Ju(2012), A study on store placement in outdoor food service industry, Master Dissertation of Kyunghee University.
14.Lee, Jun-Yeop(1994), A study on the difference of consumers' service quality recognition : Approaches according to service category and experience, Master Dissertation of Seoul National University.
15.Luthans, F.(1995), Organizational Behavior, McGraw-Hills, Inc.
16.Parasuraman, A., Zeithaml, V. A. & Berry, L. L.(1985), "A conceptual model of service quality and its implications for future research," Journal of Marketing, Vol. 49(Fall), pp. 41-50.
17.Parasuraman, A., Zeithaml, V. A. & Berry, L. L.(1988), "SERVQUAL; A Multiple- Item Scale for Measuring Consumer Perceptions of Service Quality," Journal of Retailing, Vol. 64, No.1, pp. 12-40.
18.Park, Young-Bae(1996), "The effects of employees' work beliefs and leadership on job satisfaction, Journal of Management, vol. 25, no. 4, pp. pp. 133-160.
19.Seo, Chang-Jeok, and Yun, Yoe-Seon(2005), "The Effect of Employee Satisfaction on Service Quality according to Leadership and Followership in MOT, Journal of the Korean Production and Operations Management Society, vol. 17, no.1, pp. 55-82.
20.Snipes, R. L., S. L. Oswald, M. LaTour, and A. A. Armenakis(2005), "The effects of job satisfaction facets on customer perceptions of service quality: an employee-level analysis", Journal of Business Research, vol. 58, pp. 1330-1339.
21.Yoon, M. H., Beatty, S. E., and Suh, J.(2001), "The effect of work climate on critical employee and customer outcomes: an employee-level analysis", International Journal of Service Industry Management, vol. 12, pp. 500-521.
-
-
Online Submission
http://submission.koreasafety.or.kr
-
KSSM
The Korean Society of Safety ManagementWaste Society
-
Editorial Office
Contact Information- Tel: +82.31.336.2844
- Fax: +82.31.336.2845
- E-mail: safety@mju.ac.kr -
-
-
-
-
-
-
