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The Relationship between Empowerment and Service Quality, and Moderating Effects of Tenure  

안관영 (상지대학교 경영학과)
곽영환 (한국표준협회 교육개발팀장­경기대학교 서비스경영전문대학원)
Publication Information
Journal of Korean Society for Quality Management / v.31, no.4, 2003 , pp. 19-35 More about this Journal
Abstract
With the increase in family income in Korea and the improving quality of life, there is a rapid growth in the restaurant industry. Therefore there is a demand for quality service in this industry. This paper reviews the relationship between service quality and the degree of employee empowerment. The first objective of this research is to test the effects of employee empowerment on service quality, and the second one is to test how tenure affects this relationship. According to statistical analysis, meaning, competency, and autonomy generally have an affirmative impact on many service quality factors. Also the results of regression analysis to test the moderation effect show that long term employees are more sensitive to autonomy than short term employees.
Keywords
empowerment; service quality; tenure;
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