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
안관영, 김길선, 손용승
- 언어KOR
- URLhttp://db.koreascholar.com/Article/Detail/246044
대한안전경영과학회지
제14권 제2호
(2012.06)
pp.277-284
pp.277-284
대한안전경영과학회
(Korea Safety Management & Science)
초록
This paper reviewed the relationship between job satisfaction and service quality, and the moderating effect of gender in restaurant employee. Based on the responses from 288 employees, the results of multiple regression analysis showed that intrinsic job satisfaction(JS) and extrinsic job satisfaction effect positively on all service quality factors(tangibles, reliability, responsiveness, empathy). The results of moderating analysis showed that intrinsic JS effects positively on all service quality factors irrespective of gender, but the positive effect of extrinsic JS on tangibles and empathy is more positive in female than in male employee.
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