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ISSN : 1229-6783(Print)
ISSN : 2288-1484(Online)
Journal of the Korea Safety Management & Science Vol.16 No.3 pp.389-397
DOI : https://doi.org/10.12812/ksms.2014.16.3.389

직무스트레스와 서비스품질의 관계 및 조직공정성의 조절효과

안 관 영*
*상지대학교 경영학과

The relationship between job stress and service quality, and the moderating effect of organizational justice

Kwan Young Ahn*
*Department of Business Administration, Sangji University

Received July 9, 2014; Revision Received September 17, 2014; Accepted September 20, 2014.

Abstract

This paper reviewed the relationship between job stress and service quality, and the moderating effect oforganizational justice in food service restaurant. Based on the responses from 209 employees, the results ofmultiple regression analysis appeared as follow; 1) job stress(insufficient job control, lack of reward,occupational climate, job insecurity, interpersonal conflict) partly effect negatively on all service qualityfactors(tangibility. reliability, responsiveness, empathy). 2) distributive justice and procedural justice partly effect positively on the relationship between job stress and service quality.
Job stress,Service quality,Organizational justice,Moderating effect

 

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