한국품질경영학회:학술대회논문집 (Proceedings of the Korean Society for Quality Management Conference)
- 한국품질경영학회 2007년도 춘계학술대회
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- Pages.444-448
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- 2007
종업원의 직무특성이 서비스품질에 미치는 효과
The effects of job characteristics on service quality
- Ahn, Kwan-Young (Sangji University) ;
- Bae, Hong-Gyun (Sangji University)
- 발행 : 2007.04.14
초록
The purpose of this research is to test the effects of employee perceived job characteristics on service quality. Empirical analysis was based on the data of 692 hotel employees from Seoul and Gyung-gi province. To test the relationship between job characteristics and service quality, multiple regression analysis was applied, and hierarchial regression analysis(Cohen & Cohen, 1983) applied to test the moderating effects of gender and tenure. Multiple regressional analysis showed that job importance, job variety, and feedback had an affirmative impact on tangibility, reliability, responsiveness, assurance, empathy, but autonomy had a negative impact on tangibility, reliability, responsiveness, assurance.