In line with previous research calls for greater alignment of the public with the private sector practices, this study highlights the significance of investigating organizational service orientation in public organizations, incorporating also internal customer and internal supplier satisfaction. The study incorporates a detailed statistical analysis (Instrumental Variables approach) to examine the relationship between Organizational Service Orientation and Job Satisfaction. This study utilized responses from 511 front-line employees in the public sector. Given the fact that Instrumental Variables approach controls for endogeneity, we can safely infer the existence of an interactive relationship between Organizational Service Orientation and Job Satisfaction. As with any study, several limitations may apply, including other factors that could intervene in the relationship between OSO and JS, greater sample size, and investigation among individuals of a single nationality. The findings of this study highlight the need to take initiatives towards enhancing public front-line employees‟ satisfaction as internal customers, and in turn their job satisfaction for improving delivery of services in public organizations. Our findings extend the line of research in service related theory within the public sector. Interestingly, the interactive relationship between Organizational Service Orientation and Job Satisfaction is also new to the private domain.

Among recent management innovation activities of hotel, one of the most important competitive advantage through customer satisfaction, and to which members of the organization's service orientation is essential. The hotel's service orientation is closely related to the organization's culture. In this study, the organization's service-oriented culture, the internal service quality, emotional commitment and continued commitment and ultimately affects the employee's influence on customer orientation will look at that. Results and implications of this study can be summarized as follows. the internal service quality among the factors corporeality, responsiveness and assurance, empathy, job satisfaction showed a significant influence on the type of empathy and emotional commitment castle had a significant impact on. With these results, relationships with colleagues within the organization, such as work environment and job satisfaction and emotional commitment, the atmosphere is very important to know that you can affect. Therefore, the members of the hotel to increase customer satisfaction and organizational commitment, corporate culture, business as well as collaboration with colleagues to share the emotional atmosphere of sympathy for the business environment will get improved.

본 연구에서는 직장인의 음주행위와 조직응집력 간의 관계에 있어 음주동기의 조절효과를 살펴보기 위하여 음주행위는 독립변수, 조직응집력은 종속변수로 설정하였으며, 그리고 조절변수로는 음주동기의 하위변인인 고양동기, 대처동기, 동조동기, 그리고 사교동기를 선정하였다. 연구의 결과, 음주행위가 조직응집력에는 유의한 영향을 미치지 않는 것으로 나타났으나, 조직응집력에 대한 음주동기는 부분적으로 유의한 영향을 미치는 것으로 나타났다. 먼저, 고양동기와 사교동기의 경우 유의한 정(+)의 영향을 미치는 것으로 나타났으며, 대처동기는 유의한 부(-)의 영향을 미치는 것으로 나타났다. 반면, 동조동기는 유의한 영향을 미치지 못하는 것으로 나타났다. 마지막으로 음주행위와 조직 응집력 간의 관계에 있어 음주동기의 조절효과를 검증한 결과 음주동기의 사교동기만이 유의한 정(+)의 조절효과를 보이는 것으로 나타났으며, 고양동기, 대처동기, 그리고 동조동기는 조절효과가 없는 것으로 나타났다. 이상의 결과로 보아 음주가 조직응집력에 유의한 영향을 미치지 못하여 조직에 긍정적 영향을 미치지 못할 것으로 보았으나, 음주행위와 사교동기의 상호작용 효과를 통해 나타난 바와 같이 음주동기의 차이에 따라 조직 내 구성원의 태도에 다르게 영향을 미침을 시사하고 있다. 즉, 구성원 간의 상호작용을 위한 목적의 수단으로써 음주를 하게 된다면 음주가 긍정적 역할을 하는 것은 물론 조직 구성원 간의 응집력을 높이는 데 있어 유용한 도구로 사용될 수 있을 것으로 판단된다.

This paper reviewed the relationship between job stress and service quality, and the moderating effect of organizational justice in food service restaurant. Based on the responses from 209 employees, the results of multiple regression analysis appeared as follow; 1) job stress(insufficient job control, lack of reward, occupational climate, job insecurity, interpersonal conflict) partly effect negatively on all service quality factors(tangibility. reliability, responsiveness, empathy). 2) distributive justice and procedural justice partly effect positively on the relationship between job stress and service quality.

The objective of this paper is to explain how the organizational learning concept is used to promote group work, information sharing and an open and transparent communication style in order to produce a high level of customer service. The work incorporates an extensive literature review and a number of propositions. Previously collected data from a set of in-depth personal interviews undertaken with senior managers in a Korean electronics company were reanalyzed and reinterpreted using the grounded theory approach. This allowed insights to be provided into how, in a collectivist culture, information sharing is reinforced by the organizational learning concept. The research findings show that managers in a chaebol use organizational learning to identify skilled and knowledgeable staff, and to improve the organization’s capability by placing emphasis on developing harmonious, mutually oriented relationships that permeate throughout the organization. In addition, top management demand that staff identify with government economic objectives and align the organization’s strategy accordingly so that the products produced are marketable. By ensuring that management procedures, processes and systems evolve naturally, change is managed in an incremental and pro-active manner.

Despite the rapid growth and potential for technology-based services from a technology and productivity perspective, the biggest challenges that managers often face are gaining customer acceptance and increasing usage of these new innovative services. In the B2C field, studies of self‐service technology show that the perceived risk is an important factor influencing the usage of service technology. Whereas research has explored different risk types that emerge in consumer settings such as functional and psychological risk, research on risk perception in B2B setting still lacks a detailed examination of the different facets risk can take on in technology-based service adoption. Some studies indicate that there might be different views and perceptions of the risk involved in technology-based services between customers and providers. Our study addresses this gap and aims to develop a holistic understanding of the types of risk customers perceive when using a technology-based service. We investigate what types of risk are emergent in technology-based service encounters and whether customers and providers perceive these risks differently. We conducted 49 qualitative interviews with providers and customers in two industries in four countries. Our study emphasizes the importance of functional and financial risks as expected in a B2B context, but also sheds light on the fact that business customers have personal and psychological fears that hinder them from using technology-based services. Most importantly, we show that gaps in the perception and evaluation of risk exist between customers and providers: customers doubt the functionality of technology-based services; they emphasize privacy risk as a main hindrance and worry about their own role in a service, whereas only few providers are aware of the customers’ fears.

The purpose of this study is to identify a suitable organizational diagnostic model for analyzing the management efficiency of food service firms. We used the three-iteration Delphi technique on a panel of 19 business employees, 7 industry experts, and 4 employees in the food service industry. A total of 36 assessment indicators were developed through this panel, with numerous major findings. First, it is important to evaluate the leadership qualities of employees in terms of their motivation and competency. Second, it is important to evaluate the ability of employees to interface well with other employees. Third, it is important to evaluate and manage the brand image recognized by customers. Fourth, it is important to evaluate the fairness and regularity of the rewards given for an excellent job performance. Fifth, it is important to evaluate the level of communication and information distribution in the organizational culture. Last, but not least, it is important to evaluate the transparency and fairness of an organization in its human resource management (HRM) and the efficiency of its organizational structure. In conclusion, this study empirically shows how food service firms can develop an organizational diagnostic model to increase their managerial efficiency.

Among recent management innovation activities of companies, one of the most important competitive advantage through customer satisfaction, and to which members of the organization's service orientation is essential. The company's service orientation is closely related to the organization's culture. In this study, the organization's service-oriented culture, the internal service quality, job satisfaction and organizational commitment, and ultimately affects the employee's influence on customer orientation will look at that. Results and implications of this study can be summarized as follows. the internal service quality among the factors tangibles, assurance, empathy, job satisfaction showed a significant influence on the type of empathy and emotional commitment castle had a significant impact on. With these results, relationships with colleagues within the organization, such as work environment and job satisfaction and emotional commitment, the atmosphere is very important to know that you can affect. Therefore, the members of the company to increase job satisfaction and organizational commitment, corporate culture, business as well as collaboration with colleagues to share the emotional atmosphere of sympathy for the business environment will get improved.

Courier and logistics services such as customer contact employees (customer-contact employee) of the attitudes and behavior of the customer satisfaction level of service quality evaluation and a very big impact. In this study, using a typical customer contact employees, and to target the delivery service industry employees the organization's service orientation and customer orientation by examining the impact on the quality of companies within the organization for growth and development needs and the importance of service orientation will be trying out for. The results of this study can be summarized as follows. First, the chief executive of the organization to configure a service orientation and a detailed understanding of the factors that determine this by managing the organization to effectively come up with a way to make and ultimately the organization's service orientation, organizational culture can be positioned as effort should be taken. Second, service companies through regular training and education to maintain a certain level of service quality should be. Third, the service organization's service orientation is not a fad or a means of sustain and develop the company's survival strategy is to get out. To do this, good communication between the field and management can be achieved by a variety of channels to be established, and management's willingness to provoke sympathy for the employees should be provided.

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.

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 is to test the mediating effect of superior trust on the relationship between organizational justice and service quality in service food industry. Based on 302 data gathered in western Kangwon area, analysis result showed that procedural, int

Since IMF system was introduced once, downsizing has been usual phenomenon in business sphere. Downsizing influences the unemployed, and also the survivors such as in job stress, communication bias, lower organizational commitment and so on. This paper reviewed the relationship between organizational commitment and service quality, and the moderating effect of sex in hotel. Based on the responses from 494 hotel employees, the results of multiple regressional analysis showed that affective OC and normative OC have affirmative effects on service quality. The results of moderating analysis showed that continuance OC has an affirmative interactive-effect on responsiveness, assurance, and empathy with gender, and affective OC an negative interactive-effect on assurance.

EWMA관리도는 SPC 기술 중 가피원인을 탐지하는 기술이 최근품질특성에 가중치가 주어져 미래를 예측하는 능력이 우수하다. EWMA관리도와 EPC의 통합은 연속공정산업에서 성공적으로 사용되고 있다고 널리 인식되어 있다. 그러나, 이산적인 부품 제조공정의 탐지와 연속 생산공정 산업과 그중에서도 제조공정 산업에서의 이들 기법을 적용하기 위해서는 샘플링비율, 고장감지, 실시간 보정과 공정통제에 관한 연구가 필요하다. 본 연구에서는 SPC와 EPC의 차이를 비교분석하고, 제조공정 산업에서 EWMA와 EPC를 성공적으로 통합하여 제품품질특성에 적용하여 변동을 감소시키는 사례연구를 제시하고자 한다.

This paper is to test the mediating effect of superior trust on the relationship between organizational justice and service quality in service food industry. Based on 302 data gathered in western Kangwon area, analysis result showed that procedural, interactional, and distributive justice have affirmative relation with trust, and also trust has close relation with service quality. Therefore, trust appeared to have fully mediating effect on the relationship between organizational justice and service qualify.

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.