Journal of the Korea Safety Management & Science (대한안전경영과학회지)

Korea Safety Management & Science (대한안전경영과학회)
권호 표지

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

외식프랜차이즈 시스템에서 영역초월행동과 서비스품질의 관계 및 성별의 조절효과

  • Ahn, Kwan-Young (Department of Business Administration, Sangji University)
  • Published : 2009.06.30
Download PDF
⟨ Previous Next ⟩

Abstract

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.

Keywords

References

  1. 김상덕(2007), '유통경로 내 구매자와 판매자간 영역초월 행동에관한연구', 상품학연구 제25권3호, pp. 35-52
  2. 김상덕.오세조(2007), '프랜차이즈 본부의 운영전략이 가맹점의 정서적 결속, 직무만족, 그리고 영역초월 행동에 미치는 영향', 마케팅연구, June, pp. 113-133
  3. 서창석·윤여선(2005), '접점 종업원들의 팔로워십(followership) 특성에 따른 종업원 만족이 고객인지 서비스품질에 미치는 영향,' '서강경영논총', 제16권 제1호, pp. 55-82
  4. 신호준 (2000), '서비스기업의 유형에 따른 종업원 임파워먼트가 직무만족 및 서비스품질에 미치는 영향,' 서강대학교 대학원, 석사학위논문
  5. 안관영(2002), '조직공정성과 서비스 품질의 관계 및 성, 재직기간의 조절효과', 품질경영학회지, Vol. 30, No. 3, pp. 1-19
  6. 안관영.곽영환(2003), '호텔종사원의 조직시민행동과 서비스품질의 관계 및 직무자율성과 피드백의 조절효과', 서비스경영학회지, 제4권 1호, pp. 29-55
  7. 안관영(2004), '호텔종사원의 직무특성인지도와 서비스품질의 관계: 성과 재직기간의 조절효과를 중심으로', 대한경영학회지, Vol. 17, no. 5, pp. 2161-2181
  8. 이준엽(1994), 서비스 품질에 대한 소비자의 인식차이에 관한 연구: 서비스 유형별 비교와 서비스 경험에 따른 변화를 중심으로, 석사학위논문, 서울대학교 대학원
  9. Aldrich, H., and herker, D.(1977), 'Boundary spanning roles and organizational structure', Academy of Management Review, Vol. 2, pp. 217-230 https://doi.org/10.2307/257905
  10. Babakus, E. & Boller, G. W.(1992), 'An empirical assessment of the SERVQUAL scale,' Journal of Business Research, Vol. 24, pp. 253-268 https://doi.org/10.1016/0148-2963(92)90022-4
  11. Bernhardt, K. L., Donthu, N., and Kennett, P.(2000), 'A longitudinal analysis of satisfaction and profitability', Journal of Business Research, Vol. 47, pp. 161-171 https://doi.org/10.1016/S0148-2963(98)00042-3
  12. Bettencourt, L. A., Brown, S. W., and MacKenzie, S. B.(2005), 'Customer-oriented boundary-spanning behaviors: Test of a social exchange model of antecedents', Journal of Retailing Vol. 81, pp. 141-157 https://doi.org/10.1016/j.jretai.2005.03.004
  13. Bowen, D., and Schneider, B.(1985), 'Boundary spanning role employees and the service encounter: Some guidelines for future management and resesrch', In John C., Solomon, M. R., and Suprenant, C. F.(Eds.), The service encounter(pp. 127-147), New York: Lexington Books
  14. Brown, T. J., Churchill, G. A. & Peter, J. P.(1993), 'Improving the measurement of service quality,' Journal of Retailing, Vol. 69, pp. 127-139 https://doi.org/10.1016/S0022-4359(05)80006-5
  15. Cherrington, D. J., and J. L. England (1980), 'The desire for an enriched job as a moderator of the enrichment-satisfaction relationship', Organizational Behavior and Human Performance, 25, 139-159 https://doi.org/10.1016/0030-5073(80)90030-6
  16. Cohen, J, and P. Cohen(1983), Applied multiple regression/correlation analysis for the behavioral science, Hillsdale, NewJersey: Laerence ErlbaumAssociates
  17. Cronin, J. J & Taylor, S. A.(1992), 'Measuring Service Quality: A Reexamination and Extension,' Journal of Marketing, Vol. 56, pp. 55-68 https://doi.org/10.2307/1252296
  18. Hartline, M. D., and Ferrell, O. C.(1996), 'The management of customer-contact service employees: An empirical investigation', Journal of Marketing, Vol. 60, pp. 52-70 https://doi.org/10.2307/1251901
  19. Karambayya, R. (1989), Organizational Citizenship Behavior: Contextual Predictors and Organizational Consequences, Northwestern University, Ph.D. Dissertation
  20. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1985), 'A conceptual model of service quality and its implications for future research:,' Journal of Marketing, Vol. 49 No. 4, pp. 41-50 https://doi.org/10.2307/1251430
  21. Parasuraman, A., V. A. Zeithaml, and L. L. Berry(1988), 'SERV QUAL : A Multi-Item Scale for Measuring Consumer Perception of Service Quality', Journal of Retailing, vol. 64. pp. 13-30
  22. Zeithaml, V., Berry, L., and Parasuraman, A.(1988), 'Communication and control processes in the delivery of service quality', Journal of Marketing, Vol. 52, pp. 35-48 https://doi.org/10.2307/1251263