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http://dx.doi.org/10.12812/ksms.2014.16.3.389

The relationship between job stress and service quality, and the moderating effect of organizational justice  

Ahn, Kwan Young (Department of Business Administration, Sangji University)
Publication Information
Journal of the Korea Safety Management & Science / v.16, no.3, 2014 , pp. 389-397 More about this Journal
Abstract
This paper reviewed the relationship between job stress and service quality, and the moderating effect of organizational justice in food service restaurant. Based on the responses from 209 employees, the results of multiple regression analysis appeared as follow; 1) job stress(insufficient job control, lack of reward, occupational climate, job insecurity, interpersonal conflict) partly effect negatively on all service quality factors(tangibility. reliability, responsiveness, empathy). 2) distributive justice and procedural justice partly effect positively on the relationship between job stress and service quality.
Keywords
Job stress; Service quality; Organizational justice; Moderating effect;
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Times Cited By KSCI : 6  (Citation Analysis)
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