• Proceedings of the Korean Society for Quality Management Conference
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• 2007.04a
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• pp.444-448
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• 2007

The purpose of this research is to test the effects of employee perceived job characteristics on service quality. Empirical analysis was based on the data of 692 hotel employees from Seoul and Gyung-gi province. To test the relationship between job characteristics and service quality, multiple regression analysis was applied, and hierarchial regression analysis(Cohen & Cohen, 1983) applied to test the moderating effects of gender and tenure. Multiple regressional analysis showed that job importance, job variety, and feedback had an affirmative impact on tangibility, reliability, responsiveness, assurance, empathy, but autonomy had a negative impact on tangibility, reliability, responsiveness, assurance.

• Proceedings of the Korean Society for Quality Management Conference
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• 2006.04a
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• pp.473-478
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• 2006

Empirical analysis was based on the data of 692 hotel employees from Seoul and Gyung-gi province. To test the relationship between job characteristics and service quality, multiple regression analysis was applied, and hierarchial regression analysis(Cohen & Cohen, 1983) applied to test the moderating effects of gender and tenure. Multiple regressional analysis showed that job importance, job variety, and feedback had an positive impact on tangibility, reliability, responsiveness, assurance, empathy, but autonomy had a negative impact on tangibility, reliability, responsiveness, assurance. Hierarchical regressional analysis showed that gender had moderating effects on 4 relationships between job characteristics and service quality, and tenure had moderating effects on 3 relationships.

• Journal of the Korea Safety Management & Science
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• v.17 no.1
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• pp.231-240
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• 2015

This paper reviewed the relationship between job burnout and service quality, and the moderating effect of self-efficacy. Based on the responses from 232 employees, the results of multiple regression analysis appeared as follow; 1) emotional exhaustion and depersonalization effected negatively on all service quality factors(empathy, reliability, responsiveness). 2) the reduced personal accomplishment effected negatively on two service quality factors(reliability, responsiveness). 3) self-efficacy effected positively on the relationship between emotional exhaustion and service quality. 4) self-efficacy effected positively on the relationship between he reduced personal accomplishment and service quality.

• Industry Promotion Research
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• v.1 no.2
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• pp.19-25
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• 2016

This study analyzed the effect of education and training of small businessess on improving job satisfaction and job performance. The study results showed availability of training and sufficientness of practice hours affected job satisfaction, quality & availability of training and sufficientness of practice hours affected job responsiveness, information accessability of training, training place & facility and sufficientness of practice hours affected willingness to participate in training. Women and procuction worker had higher willingness to learn, yet who are in their 20s and continuously worked for 3-5 years had lower training satisfaction so it is recommended to improve it. This study provided implications for exploring effective factors to enhance company training performance and verified the effect.

• Journal of Digital Convergence
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• v.14 no.2
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• pp.449-457
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• 2016

The purpose of this study was empirically to reveal the effects of emotional labor and job burnout of the ski resort workers on service level. For the study, a survey of 215 people working in domestic ski resorts was conducted. Emotional labor was composed of two sub-factors: surface acting and deep acting. Service level was composed of three sub-factors: tangibles, responsiveness, endeavor. The following results were obtained by confirmatory factor analysis, reliability analysis, correlation analysis, regression analysis. First, in emotional labor which ski resort worker perceived, surface acting had a positive effect on job burnout, while deep acting had a negative effect on it. Second, surface acting had a positive effect on tangibles and responsiveness of service level and deep acting had a positive effect on tangibles, responsiveness and endeavor of service level. Third, job burnout which ski resort worker perceived had a negative effect on tangibles, responsiveness and endeavor of service level. This study suggested that implications and limitations of the relationship between outcomes and emotional labor which people working at sport organizations such as a ski resort have experienced.

• Journal of the Korean Society of Clothing and Textiles
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• v.27 no.1
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• pp.1-8
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• 2003

The purpose of this study is to examine the components of market orientation of apparel firms and to examine the influence of market orientation, and salesperson's job performance on the salesperson's job satisfaction. Data were obtained from 547 shop-masters working at L' Department Stores in Seoul and Bundang. Statistics used for data analysis were frequency, factor analysis, cronbach's and multiple regression analysis. The results can be summarized as follows: (1) The market orientation of apparel firms is composed of three factors: information generation, information dissemination, and the responsiveness to market information. (2) Market orientation was found to have a positive effect on salespeople's job satisfaction. (3) salespeople's job performance was found to have a positive effect on salespeople's job satisfaction.

• Journal of the Korea Society of Computer and Information
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• v.15 no.2
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• pp.189-197
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• 2010

This study positively analysed the effects of service qualities of workers in integrated social welfare facilities on their working attitudes, targeting those who work for the welfare facilities. It identified the effects of service qualities such as tangibility, reliability, responsiveness, assurance, and sympathy on relationship factors such as relationship closeness through customization, organizational immersion and job satisfaction and presents suggestions to improve working attitudes of the workers. The results of the study are presented as follows: Reliability, responsiveness and assurance, service qualities of the workers, had effects on working attitudes. Relationship closeness through customization had an effect on organizational immersion and job satisfaction. Therefore, reliability, responsiveness and assurance that had effects on working attitudes of the workers were very significant factors and relationship closeness through customization were significant factors to improve working attitudes of the workers. This study presents political suggestions on the relations between service qualities of the workers in the welfare facilities and their working attitudes as alternatives.

• Fashion & Textile Research Journal
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• v.9 no.1
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• pp.41-48
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• 2007

Marketing strategists believe that the best way to satisfy customers is through satisfied employees. In fashion retail businesses, salespersons play a pivotal role for the success of business, since fashion products have emotional properties and customers' emotion is largely affected by personal selling at the point of purchases. The present study aims to examine relationships among internal service quality, job satisfaction, and organizational performance in fashion retail businesses. Specifically, the study will test the validity of applying service quality concept to the internal service targeting the sales person of fashion retailers and identify dimensions of internal service quality. Data were collected from salespersons of women's wear and imported brand stores at four major department stores. 205 survey responses were used for the final analysis. The factor analysis extracted empathy/tangibility, assurance, responsiveness and reliability factors. The structural path analysis and effect analysis indicated that the importance of assurance and responsiveness of internal service quality had significant direct effects on job satisfaction and significant indirect effects on organizational performance. Reliability dimension of internal service quality had a significant direct effect on job satisfaction. The importance of empathy/tangibility dimension, however, was relatively weak in the model.

• Journal of the Korea Safety Management & Science
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• v.16 no.3
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• pp.389-397
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• 2014

This paper reviewed the relationship between job stress and service quality, and the moderating effect of organizational justice in food service restaurant. Based on the responses from 209 employees, the results of multiple regression analysis appeared as follow; 1) job stress(insufficient job control, lack of reward, occupational climate, job insecurity, interpersonal conflict) partly effect negatively on all service quality factors(tangibility. reliability, responsiveness, empathy). 2) distributive justice and procedural justice partly effect positively on the relationship between job stress and service quality.

• Journal of the Korea Safety Management & Science
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• v.14 no.2
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• pp.277-284
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• 2012

This paper reviewed the relationship between job satisfaction and service quality, and the moderating effect of gender in restaurant employee. Based on the responses from 288 employees, the results of multiple regression analysis showed that intrinsic job satisfaction(JS) and extrinsic job satisfaction effect positively on all service quality factors(tangibles, reliability, responsiveness, empathy). The results of moderating analysis showed that intrinsic JS effects positively on all service quality factors irrespective of gender, but the positive effect of extrinsic JS on tangibles and empathy is more positive in female than in male employee.