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http://dx.doi.org/10.18807/jsrs.2020.10.4.001

A Study on the Correlation between Service Nature by Service Industry and Job Performance: Focusing on Demographic Characteristics  

Miyoung Byun (Korea CS Strategy Lab)
Hyunsoo Kim (School of Business Administration, Kookmin University)
Publication Information
Journal of Service Research and Studies / v.10, no.4, 2020 , pp. 1-19 More about this Journal
Abstract
It is very important to explore new management theories that are better in line with the modern service economy era in order to cement the foundation of the service industry in this rapidly changing business environment. This study examined the relationship between service essentials and job performance by service industry, and verified and discussed in depth whether there is difference between service essentials and job performance by demographic characteristics. The results of this study are as follows: First, an analysis of the effect of service essentials on job performance found the interaction, horizontality and harmony of service essentials had positive effects on performance, but the relationship didn't. Next, an analysis of the effect of service essentials on job performance by representative service industry showed that in the transportation industry, interaction and harmony had positive effects on performance, but relationship and horizontality didn't affect performance. In the financial and insurance industries, horizontality and interaction had positive effects on performance, but harmony and relationship didn't affect performance. Accommodation and food industries, interaction, horizontality and harmony had positive effects on performance, but relationship didn't affect performance. In the medical and health industries, interaction and horizontality had positive effects on performance, but relationship and harmony didn't affect performance. In terms of demographic characteristics, in the financial and insurance industries, interaction and harmony showed a significant difference by age, but only horizontality showed a difference by the number of years of service. In the accommodation and food industries, only horizontality showed a difference depending on the number of years of service. In the medical and health industries, relationship, horizontality and harmony showed a difference depending on the number of years of service, but only horizontality showed a significant difference by marital status. In the future, comparative national studies are needed for all industrial groups.
Keywords
Service Philosophy; Service Nature; Job Performance; Interactivity; Relationship; Horizontality; Harmony; Service Industry;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
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