Journal of the Korea Academia-Industrial cooperation Society (한국산학기술학회논문지)

The Korea Academia-Industrial cooperation Society (한국산학기술학회)
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The Effect of Delay on Waiting Anxiety: Focused on Moderating Role of Individual Characteristics Variables

지연이 대기불안에 미치는 영향: 개인 특성변수의 조절효과를 중심으로

  • Received : 2011.07.12
  • Accepted : 2011.09.08
  • Published : 2011.09.30
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Abstract

The purpose of the study was to examine an effect of service delay on waiting anxiety and a moderating role of individual characteristics variables(gender, hedonics). The results of the study were as follows. When waiting time was increased, waiting anxiety was also increased. The data also showed a moderating effect of gender between delay and waiting anxiety, but a moderating effect followed by perceptive level of hedonics for service was nonexistent. In conclusion, the study suggested implications followed by the above results, its limitations and tasks to be solved after the study.

본 연구는 서비스지연이 대기불안에 미치는 영향력 및 대기불안에 대한 지연과 개인특성변수(성별, 쾌락성)의 조절효과를 확인하고자 하였다. 본 연구의 결과를 보면, 먼저 대기 중 지연시간이 증가하게 되면 대기불안 또한 증가하는 것으로 나타났다. 그리고 지연시간과 대기불안의 관계에 있어 성별의 조절효과는 존재하는 것으로 나타난 반면 서비스에 대한 쾌락성 지각수준에 따른 조절효과는 존재하지 않는 것으로 나타났다. 이러한 결과를 토대로 결론에서는 지연에 대한 서비스기업에 대한 시사점과 연구의 한계점 및 향후 과제를 제시하였다.

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References

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