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The Relationship between Organizational Justice and Service Quality, and Moderating Effects of Sex and Tenure  

안관영 (상지대학교 경영학과)
Publication Information
Journal of Korean Society for Quality Management / v.30, no.3, 2002 , pp. 1-19 More about this Journal
Abstract
Greenberg(1990) suggested that organizational justice research may potentially explain many organizational behavior outcome variables. One example of nontraditional job behavior is service quality, for it is part of the spontaneous and innovative behaviors noted by Katz(1964). The first purpose of this research is to test the effects of organizational justice on service quality, and the second purpose is to test the moderating effects of sex and tenure on the relationships between organizational justice and service quality According to statistical analysis, only interactional justice had an impact on service quality. Also the results of moderating regression analysis showed that short term employees were more sensitive to distributive justice than long term employees. This result means short term employees are more interested In incentive system than long term employees.
Keywords
조직공정성;서비스품질;조절효과;성;재직기간;호텔종사자;
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  • Reference
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