외식프랜차이즈 시스템에서 영역초월행동과 서비스품질의 관계 및 성별의 조절효과 The relationship between boundary spanning behaviors and service quality, and the moderating effect of gender in outdoor-food franchising system
안관영
- 언어KOR
- URLhttp://db.koreascholar.com/Article/Detail/245678
대한안전경영과학회지
제11권 제2호
(2009.06)
pp.179-185
pp.179-185
대한안전경영과학회
(Korea Safety Management & Science)
초록
This paper reviewed the relationship between boundary spanning behaviors and service quality, and the moderating effect of gender. Based on the responses from 204 employees in outdoor-food franchising system, hierarchical regression analysis showed that service delivery has positive relationships with all service quality factors, and external representation and internal influence have partly positive relationship with them. Gender appeared to have partly moderating effect on the relationship between only internal influence and service quality.
키워드
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