Journal of the Korea Safety Management & Science (대한안전경영과학회지)

Korea Safety Management & Science (대한안전경영과학회)
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The relationship between job burnout and service quality, and the moderating effect of self-efficacy

직무소진과 서비스품질의 관계와 그 관계에서 자기효능감의 조절효과

  • Park, Roy C. (Department of Computer Engineering, Dongseo University) ;
  • Ahn, Kwan Young (Department of Business Administration, Sangji University)
  • 박찬홍 (동서대학교 컴퓨터공학부) ;
  • 안관영 (상지대학교 경영학과)
  • Received : 2015.01.16
  • Accepted : 2015.03.13
  • Published : 2015.03.31
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Abstract

This paper reviewed the relationship between job burnout and service quality, and the moderating effect of self-efficacy. Based on the responses from 232 employees, the results of multiple regression analysis appeared as follow; 1) emotional exhaustion and depersonalization effected negatively on all service quality factors(empathy, reliability, responsiveness). 2) the reduced personal accomplishment effected negatively on two service quality factors(reliability, responsiveness). 3) self-efficacy effected positively on the relationship between emotional exhaustion and service quality. 4) self-efficacy effected positively on the relationship between he reduced personal accomplishment and service quality.

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References

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