Browse > Article
http://dx.doi.org/10.7318/KJFC.2009.24.1.058

A Study on the Influence of the Perception Employees of Contract Foodservice Management Companies have of Internal Marketing on Service Quality  

Lee, Yeon-Jung (Department of Food Service Management and Culinary, Gyeongju University)
Lee, Chun-Yong (Department of Food Service Management and Culinary, Gyeongju University)
Publication Information
Journal of the Korean Society of Food Culture / v.24, no.1, 2009 , pp. 58-68 More about this Journal
Abstract
This study examines the impact of the perception that employees of contract foodservice management companies have of internal marketing on service quality. Questionnaires were delivered to 291 employees employed in foodservice management companies. High perception item of internal marketing was 'value of formula education program' (3.36 points), whereas 'adequate allowance disbursement' (2.62 points) and 'various vacation benefits' (2.66 points) scored low. High service quality items for customers were 'kindness to customers' (3.89 points) and 'willingness to help customers' (3.89 points), whereas 'comprehension of customers' special requests' (3.63 point) and ['meeting customer expectations'] (3.64 points) scored low. The internal marketing conceived by employees of contract foodservice management companies has a positive influence on service quality. The most influential internal marketing variable to affect service quality was 'communication' followed by 'education/environment' and 'fringe benefits/[decisive] delegation'.
Keywords
contract foodservice; internal marketing; service delivery;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
연도 인용수 순위
1 Caruana A, Calleya P. 1998. The effect of internal marketing on organizational commitment among retail bank manager. The International Journal of Bank Marketing 16(3):108-116   DOI   ScienceOn
2 Goo JD. 2007. The effects of internal marketing level on customer orientation and service delivery level. Korean J. Tourism Research 22(3):125-141
3 Jaworsky BJ, Kohli, AK. 1993. Market orientation : antecedents and consequences. Journal of Marketing 57(3):53-70   DOI   ScienceOn
4 Kim MH, Lee JH. 2006. The effects of internal marketing on service quality and customer satisfaction-findings from empirical studies-Korean J. International Assoc., Area Studies 10(1):388-408
5 Kim SI, Cha SK, Lim JY. 2001. A correlational study among internal marketing factor, nurses job satisfaction, and organizational commitment in hospital nursing organization. Korean J. Acad. Public Health Nursing 15(1):42-55
6 Lee BY. 2006. The influence of tourist hotels' internal marketing upon employees' job satisfaction and turnover intention. Korean J. Hotel Resort Casino 5(1):145-161
7 Lee HR, Kim DC. 2006. Impact of the casual dining restaurant employees' perception about discount on customer orientation and service delivery level. Korean J. Food service Management 9(1):7-25
8 Shigh J. 2000. Performance productivity and quality of frontline employees in serivce organizations, Journal of Marketing 64(2) April:15-34   DOI   ScienceOn
9 Yoon DG. 2002. A study of impacts of internal marketing factors on the performance in hotel. Korean J. Tourism Management Research 14:127-143
10 Cheon HS, Kim HY, Van JW. 2006. A study on effective management plans for work schedule of cooks in contracted foodservice companies. Korean J. Culinary Research 12(1):188-202
11 Lee SG. 2000. Impact of internal marketing on the service quality of employees: An empirical examination of deluxe hotels in seoul. Master degree thesis. Kyonggi University. p 6
12 Lee JH. 2001. An experimental study on the service delivery level on job satisfaction of the travel agency employee in Chonbuk. Korean J. Tourism System and Quality Management 7(1):127-148
13 Lee JH, Yun DG. 2000. A study on the internal marketing factors for enhancing performance. Korean J. Hospitality Administration 9(1):7-29
14 Lee YJ, Lee CY. 2008. A Study on the Job Satisfaction, Organization Immersion and Recognition on Internal Marketing of the Contract Foodservice Management Company Employees. Korean J. Food Culture. 23(5):572-581
15 Martin WB. 1986. Defining what quality service is for you. The Cornell H.R.A. Quarterly 26(4):33   DOI
16 Park MK. 2007. Identifying the effect of service quality attributes on an overall customer satisfaction by the foodservice type and the contract management company (CMC) scale. Korean J. Dietetic Association 13(2):138-156
17 Dube L, Trudeau E, Melanger MC. 1994. Determining the complexity of patient satisfaction with food service. Journal of American Diet Association 94:393-401   DOI   ScienceOn
18 Parasuraman AV, Zeithaml A, Berry LL 1985. A conceptual model of service quality and its implications for future research. Journal of Marketing 49:41-50   DOI   ScienceOn
19 Roh JM, Yoo YS. 1989. A study on the state of eating out and food preference of college students in Seoul (2). Korean J. Home Economics Association 27(4):51-58
20 Yang IS, Park HS, Shin SY, Park HJ. 2006. Analysis of the usability and significance of internal marketing activities by contracted food service management company. Korean J. Food service Management 9(3):155-176
21 Choi DC. 1986. A Study on the hypothetical consumer behavior model of service and its variables selection : the case of bank service. Korean J. Management Review 16(1):195-224
22 Koo PM, Huh HJ, Suh YK, Lee SE. 2007. The influence of internal marketing to job satisfactions in the hotel industry: focused on deluxe hotels in Jeju. Korean J. Tourism & Leisure 19(2):167-184
23 Yoo WC. 2000. Current information and sanitation status of professional catering companies. Korean J. Community Nutrition 5(2):253-262
24 Song HB, Park SH. 2005. The effect of internal marketing on the attitude of internal customers in the foodservice industry. Korean J. Tourism Sciences, 29(3):357-379
25 Glisson CR., Durick M. 1988. Predicts of job satisfaction & organizational commitment in human service organizations. Adminstration quarterly 33:61   DOI   ScienceOn
26 Kim HC. 2006. A study on the causal model of students' perceived service quality, affect and satisfaction in college and university foodservices. Korean J. Tourism Research 20(3): 245-262
27 Kim SJ, Cho YB. 2007. The influence of service quality of company employees on satisfaction of customers. Korean J. Culinary Research 13(4):164-177
28 Lim HC, Jun JH. 2006. The relationship between internal marketing and service quality. Korean J. Culinary Research 12(4):170-186
29 Yang JY, Lee YS. 2003. Impacts of internal marketing on the organizational commitment and turnover intention of hotel employee. Korean J. Culture & Tourism 5(2):193-213
30 Choi JS. 2004. The impact of the hotel internal marketing on emotional labor and service level of employees. Ph. degree thesis. Donga University. pp 107-115
31 Bettencourt L, Brown S. 1997. Contact employees: relationships among workforce fairness, job satisfaction and prosaical service behavior. Journal of Retailing 73:39-61   DOI   ScienceOn
32 Han JS, Kim EJ. 2005. The effect of internal marketing activities on job satisfaction, organizational commitment, and customer orientation in the hotel industry. Korean J. Hospitality Administration 14(3):191-213
33 Kim TH. 2001. Present status and prospect of contracted food service management of the inside and outside of the country. Nutrition and Dietetics 226:16-26
34 김동승, 김경주, 김영태, 곽성호. 2007. 혁신 급식경영론. 백산출판사. pp 415-417
35 Berry LL. 1984. The employee as customer. Service Marketing, Prentice-Hall :271-278