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ISSN : 1229-6783(Print)
ISSN : 2288-1484(Online)
Journal of the Korea Safety Management & Science Vol.17 No.1 pp.231-240
DOI : https://doi.org/10.12812/ksms.2015.17.1.231

The relationship between job burnout and service quality, and the moderating effect of self-efficacy

Roy C. Park*, Kwan Young Ahn**
*Department of Computer Engineering, Dongseo University
**Department of Business Administration, Sangji University
†Corresponding Author: : Prof. Kwan-Young Ahn,
Dept. of Business Administration, Sangji Univ. Usan-dong, Wonju-si, Gangwon-do, Korea,
M․P: 010-2745-3271, E-mail: kyahn@sangji.ac.kr
January 16, 2015 March 11, 2015 March 13, 2015

Abstract

This paper reviewed the relationship between job burnout and service quality, and the moderating effect of self-efficacy. Based on the responses from 232 employees, the results of multiple regression analysis appeared as follow; 1) emotional exhaustion and depersonalization effected negatively on all service quality factors(empathy, reliability, responsiveness). 2) the reduced personal accomplishment effected negatively on two service quality factors(reliability, responsiveness). 3) self-efficacy effected positively on the relationship between emotional exhaustion and service quality. 4) self-efficacy effected positively on the relationship between he reduced personal accomplishment and service quality.
Job Burnout, Service Quality, Self-Efficacy

직무소진과 서비스품질의 관계와 그 관계에서 자기효능감의 조절효과

박찬홍*, 안관영**
*동서대학교 컴퓨터공학부
**상지대학교 경영학과

초록

 

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