논문 상세보기

외식프랜차이즈 시스템에서 영역초월행동과 서비스품질의 관계 및 성별의 조절효과 KCI 등재

The relationship between boundary spanning behaviors and service quality, and the moderating effect of gender in outdoor-food franchising system

  • 언어KOR
  • URLhttps://db.koreascholar.com/Article/Detail/245678
구독 기관 인증 시 무료 이용이 가능합니다. 4,000원
대한안전경영과학회지 (Journal of Korea Safety Management & Science)
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.

저자
  • 안관영 | Ahn, Kwan-Young