대한안전경영과학회지 (Journal of the Korea Safety Management & Science)

  • 제11권2호
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  • Pages.179-185
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  • 2009
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  • 1229-6783(pISSN)
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  • 2288-1484(eISSN)
대한안전경영과학회 (Korea Safety Management & Science)
권호 표지

외식프랜차이즈 시스템에서 영역초월행동과 서비스품질의 관계 및 성별의 조절효과

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

  • Ahn, Kwan-Young (Department of Business Administration, Sangji University)
  • 발행 : 2009.06.30
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초록

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.

키워드

참고문헌

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