This paper reviewed the relationship between perceived justice and service quality, and the moderating effect of gender in the franchise system of food service business. Based on the responses from 135 franchisees, the results of multiple regression analysis showed that distributive and procedural justice have positive relationships with almost service quality factors. The results of moderating analysis showed that male franchisees have more positive relationships with almost service quality factors than female franchisee while in distributive justice, and that female franchisees have more positive relationships with almost service quality factors than male franchisee while in procedural justice.

본 연구는 협력적 노사관계를 통하여 조직의 성과로서 QWL과 직무만족 그리고 조직몰입을 증가시킬 수 있다는 기본가설을 중심으로 선행연구를 검토하고 기업체 근로자 488명을 대상으로 설문조사를 실시하여 실증 분석하였다. 아울러 재직기간, 기업역사, 노조유무, 종업원 수 등의 조절효과를 분석하였다. 분석 결과는 첫째로 선행연구에서 제시한 것과 동일하게 적용되었고, 변수들의 타당성과 신뢰성도 기준을 충족하였다. 둘째로 협력적 노사관계가 성과변수 모두에 매우

The purpose of this paper is to review the moderating effect of social support on the relationship between job stress responses(physiological response, psychological response, behavioral response) and occupational accidents/illness. Based on the responses from 187 employees in small & medium manufacturing industry, hierarchical regressional analysis showed that physiological response has positive relationship with accidents and illness, and psychological response has positive relationship with accident. Social support has partly moderating effect on the relationship between job stress responses and occupational accidents/illness.

The purpose of this paper is to review the relationship between job stress responses(physiological response, psychological response, behavioral response) and occupational accidents/illness, and the moderating effect of social support. Based on the responses from 187 employees in small & medium manufacturing industry, hierarchical regressional analysis showed that physiological response has positive relationship with accidents and illness, and psychological response has positive relationship with accident. Social support has partly moderating effect on the relationship between job stress responses and occupational accidents/illness.

The purpose of this paper is to review the relationship between job characteristics and job stress responses(physiological response, psychological response, behavioral response), and the moderating effect of social support. Based on the responses from 187 employees in small & medium manufacturing industry, hierarchical regressional analysis showed that job characteristics factors have partly negative relationships with job stress response. However, job variety has positive relationship. Social support has partly moderating effect on the relationship between job characteristics and job stress.

This paper reviewed the relationship between job characteristics and job stress responses(physiological response, psychological response, behavioral response), and the moderating effect of social support. Based on the responses from 187 employees in small & medium manufacturing industry, hierarchical regressional analysis showed that job characteristics factors have partly negative relationships with job stress response. But, job variety has positive relationship. Social support has partly moderating effect on the relationship between job characteristics and job stress.

This paper reviewed the relationship among safety education/managerial factors, safety motivation and safety appliance, and the moderating effect of safety motivation. Based on the responses from 225 employees in small & medium manufacturing and construction industry, hierarchical regressional analysis showed that all education/managerial factors have positive relationships with safety motivation. Also, safety motivation has mediating effect between education/managerial factors(safety education, communication, system, precautionary activity) and safety appliance.

This paper reviewed the relationship among internal marketing, service quality and customer satisfaction, and the mediating effect of service quality. Based on the responses from 163 hotel employees and 489 customers who encountered them, the results of hierarchical regressional analysis showed that all internal marketing factors have positive relationships with service quality, and service quality has positive relationship with customer satisfaction. Also, service quality has mediating effect between four internal marketing factors(education, compensation, delegation of authority, and internal communication) and customer satisfaction.

With the radical change of business environment, all service companies' employees are forced to provide many customers with high service quality every day, and the extra role(or organizational citizenship behavior) is more imperative than other industry. The purpose of this paper is to introduce Luthans & Kreitner's Organizational Behavior Modification(OB Mod) model to improve organizational citizenship behavior and service quality. With analyzing the relationships among target behavior(service quality), antecedents(OCB), and consequences(customer satisfaction), this paper reviewed OB Mod's 5 stages; identifying, measuring, functional analysis of the behavior, development of an intervention strategy, evaluation. This model has found to be useful in finding and improving troublesome employee behaviors in USA, but not been verified in Korea. Thus it is recommended to review the difference of organizational culture and practices before introducing the model.

This paper reviewed the relationship between service quality and customer satisfaction, and the moderating effect of gender. Based on the responses from 807 customers who encountered employees in telecommunication industry, the results of multiple regressional analysis showed that all service quality factors have positive relationships with customer satisfaction. The results of moderating analysis showed that empathy and tangibility have positive interactive-effects on customer satisfaction with gender. With increasing of empathy and tangibility, female customers have been more satisfied than male customers.

This paper reviewed the relationship between service quality and customer satisfaction, and the moderating effect of gender. Based on the responses from 807 customers who encountered employees in telecommunication industry, the results of multiple regressional analysis showed that all service quality factors have positive relationships with customer satisfaction. The results of moderating analysis showed that only empathy and tangibility have positive interactive-effects on customer satisfaction with gender. With increasing of empathy and tangibility, female customers have been more satisfied than male customers.

Safety climate in the research area of industrial safety begins to be influential meta-theory. With this research trend, this paper is to examine the relationship between safety climate and safety participation, and the moderating effect of age. Data were gathered from 292 manufacturing workers in construction industry. It is found that management involvement, safety education, and precaution activities have affirmative effect on safety participation, and physical job load negative effect on it. Next, education, precaution activities, and safety system were found to have interactional effects on safety participation with age.

Since Zohar(1980) emphasized the influence of social, organizational, and psychological context in occupational safety and health study, the research in this area tends to be emphasizing the influences of personal and physical interaction. With this research trend, this paper is to examine the relationship between safety climate model and safety accident, and the interactional or moderating effect of personal and physical factor on the above relationship. Author conducted a survey to 292 manufacturing workers in construction industry, and the chief results of statistical analysis are as follows 1) management involvement, safety education, precaution activities, and safety system have negative effects on safety accident, 2) a-type personality has interactional effect on safety accident with communication, precaution activities, and safety system. 3) physical job load has interactional effect on safety accident with precaution activities, and safety system.

Since Zohar(1980) emphasized the influence of social, organizational, and psychological context in occupational safety and health study, the research in this area tends to be emphasizing the influences of personal and physical interaction. With this research trend, this paper is to examine the relationship between safety climate model and safety accident, and the interactional or moderating effect of personal and physical factor on the above relationship. Author conducted a survey to 292 manufacturing workers in construction industry, and the chief results of statistical analysis are as follows : 1) management involvement, safety education, precaution activities, and safety system have negative effects on safety accident, 2) a-type personality has interactional effect on safety accident with communication, precaution activities, and safety system. 3) physical job load has interactional effect on safety accident with precaution activities, and safety system.