Greenberg(1990) suggested that organizational justice research may potentially explain many organizational behavior outcome variables. One example of nontraditional job behavior is service quality, for it is part of the spontaneous and innovative behaviors noted by Katz(1964).
The first purpose of this research is to test the effects of organizational justice on service quality, and the second purpose is to test the moderating effects of sex and tenure on the relationships between organizational justice and service quality.
According to statistical analysis, only interactional justice had an impact on service quality. Also the results of moderating regression analysis showed that short term employees were more sensitive to distributive justice than long term employees. This result means short term employees are more interested in incentive system than long term employees.

Abstract
 1. 문제제기 및 연구목적
  1.1 문제제기
  1.2 연구목적
 2. 이론적 배경
  2.1 서비스품질의 개념 및 구성요소
  2.2 조직공정성의 개념 및 구성요소
  2.3 조직공정성과 서비스품질
 3. 연구방법
  3.1 변수의 조작적 정의 및 측정
  3.2 변수의 신뢰성 및 타당성
  3.3 자료 및 분석방법
 4. 조사결과의 분석
  4.1 조직공정성이 서비스품질에 미치는 효과
  4.2 성별, 재직기간의 조절효과
 5. 요약 및 제언
  5.1 조직공정성과 서비스품질간의 관계
  5.2 성과 재직기간의 조절효과
  5.3 시사점 및 제언

• 안관영(상지대학교)