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http://dx.doi.org/10.5762/KAIS.2019.20.1.304

A Study on the Effect of Coworkers Social Support on Service Employee's Self-Efficacy and Job Performance.  

Yang, Sung-Youn (Division of Airline Service Management, Chungwoon University)
Publication Information
Journal of the Korea Academia-Industrial cooperation Society / v.20, no.1, 2019 , pp. 304-312 More about this Journal
Abstract
Service companies are making constant efforts to gain positive business performance such as customer satisfaction, quality improvement, and valuable management. Compared to other industries, service companies are highly dependent on workers for responding to customers and satisfying various customer needs in terms of business content and type. Thus, the attitude, given, environment, and capacity of the workers who supply service and serve customers are important factors that directly and indirectly influence customer satisfaction and performance. To enhance the performance of organizations and gain competitive advantage, it is important to provide the various forms of social support for workers as service suppliers. In this sense, active interests including the development of personal competence, support for working environment, and providing chances for the development of new services are significant. This study is a follow-up study on the influence of social support for positive psychological capital, creativity, and work performance of service workers. Among the service process matrix, this study targets the workers involved in mass service fields and seeks to examine how support for co-worker influences the performance through self-efficacy. No empirical analysis has examined workers involved in mass service fields. Thus, this study aims to take an approach different from that of previous studies and to suggest more effective human resource management strategies for enhancing the competitiveness of service companies and provide related implications.
Keywords
Coworkers; Job Performance; Mass service; Self-Efficacy; Service process matrix; Social Support;
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