조직문화가 서비스품질에 미치는 효과 및 재직기간의 조절효과 The relationship between organizational culture and service quality, and the moderating effect of tenure
안관영
- 언어KOR
- URLhttp://db.koreascholar.com/Article/Detail/245867
대한안전경영과학회지
제12권 제4호
(2010.12)
pp.215-222
pp.215-222
대한안전경영과학회
(Korea Safety Management & Science)
초록
This paper reviewed the relationship between organizational culture and service quality, and the moderating effect of tenure in service business. Based on the responses from 586 employees, the results of multiple regression analysis showed that rational culture and affiliation culture have positive relationships with all service quality factors. The results of moderating analysis showed that rational culture has more positive relationships with tangibleness, reliability, responsiveness, and empathy in which tenure is longer. Also progressive culture has more positive relationship with empathy in which tenure is longer.
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