• Journal of Distribution Science
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• v.15 no.5
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• pp.65-73
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• 2017

Purpose - The Service Level Agreement which has been used in the IT information communication industry to maintain the level of service supplied by a vendor has been adopted in the service industry surrounding the airliners and airports. Considering that service quality is dependent on attitude of employees who are responsible to provide service, it is very important to understand what kinds of effects SLA(service level agreement) has on the attitude when SLA is applied to the service industry. SLA is an agreement between management authority and service providing contractor to make sure that certain level of service quality should be provided. For employees whose responsibilities are providing the service, SLA has both positive effects and negative effects. Negative side is that employees have to follow many irrigating complicated rules. On the other hand, the attribute of rules is that once one is become accustomed to them one may feel comfortable doing repeated same kinds of works, which is positive side for the workers. Research design, data, and methodology - We analyzed whether the SLA has moderating effects while service providers' job environment of outsourcing companies affects job satisfaction. Especially in the service industry, job satisfaction has great effects on productivity and efficiency. Results - The study results show the following. First, SLA has moderating effects while task performance environment affects treatment satisfaction. Second, SLA has moderating effects while task motivation environment affects treatment satisfaction. Third, SLA has moderating effects while physical work environment satisfaction affects treatment satisfaction. Fourth, on the other hand, the difficulties caused by SLA have moderating effects while the relationship among employees affects job dissatisfaction, which is negative side of SLA. From these results, we can tell that SLA has more positive moderating effects on treatment satisfaction on the whole. which results can be used to justify applying SLA to the service industry. Conclusions - In this study we analyzed the effects of SLA which have become more important in service industry nowadays on service providing employees. For managing side, the positive effects of SLA have to be emphasized while the negative effects should be avoided or minimized.

• Culinary science and hospitality research
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• v.22 no.6
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• pp.33-51
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• 2016

The hotel industry needs to make the competitive advantage difficult to be imitated in order to remain sustainable in competitive business circumstances. Front-line employees' service-oriented citizenship behaviors(OCBs) can be such a strength from the perspective of organizational system. With an aim of investigating the antecedents of the hotel front-line employees' service-oriented OCBs, this study proposed a theoretical framework linking authentic leadership to service-oriented OCBs with goal commitment as a mediator. A total of 260 cases without missing values have been used for the final analysis and structural equation modeling (SEM) is employed using the SPSS and AMOS 7. It was first found that self-awareness and relational transparency of authentic leadership made a significant impact on their goal commitment while balanced processing and moral perspective failed to influence them. Second. goal commitment influenced all sub-factors of service-oriented OCBs. Third, moral perspective and relational transparency of authentic leadership significantly influenced service-oriented OCBs while self-awareness and relational transparency failed to make it. Finally, goal commitment significantly makes an intervening effect for the relationship between self-awareness & service-oriented OCBs and relational transparency & service-oriented OCBs but failed to intervene the other relationships. The results provide theoretical and practical implications regarding directions of leadership styles and HR management in the hotel industry and suggestions for the further extended studies.

• Korea Journal of Hospital Management
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• v.24 no.2
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• pp.38-55
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• 2019

Purpose / Approach : This study aims to analyze the level of public service motivation and its antecedents by using survey data of 1,498 professional employees in public and private hospitals. Findings : Among job-related, organization-related, and socialization-related factors of professional employees, the socialization factors have a strong effect on individual's overall and the four sub-dimensions of public service motivation. While the effect of organizational identification is prominent in the public hospital, professional identification is more powerful in the private hospital. Person-job fit and person-organizational value fit also play a significant role in determining public service motivation. Organizational vision salience in public hospital has negative effect on public service motivation and attraction-to-public-service dimension. The significant determinants and its effect size are different according to hospital type and each sub-dimension of public service motivation. Practical Implications : The empirical findings show that individual's level of public service motivation in hospitals could be enhanced through the interaction between individual and their organization, and various organization-related factors. Further implications of the study are discussed from human resource management perspective in hospitals.

• Journal of Korean Society for Quality Management
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• v.51 no.2
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• pp.247-261
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• 2023

Purpose: This study investigates the relationship between service compensation, consumer sentiment and revisit intention for service recovery in the Chinese foodservice industry, and the moderating effect of employee authenticity. Methods: Data were collected from people who experienced eating out in a city located in central China, and the hypothesis was verified through multiple regression analysis and hierarchical regression analysis. Results: The results indicate that the specificity of compensation affects both positive and negative emotions of customers, and the activeness of compensation also influences positive emotions of customers. Also, employee autheticity moderates the effect of specificity of compensation on customers' positive emotions. Both positive and negative emotions of customers influences revisit intention. Conclusion: These results show that the role of service compensation is important in service recovery in the rapidly expanding Chinese foodservice industry. In addition, since the sincerity of employees plays an important role in maximizing the recovery effect in the process of service recovery, it suggests that it is important not only to improve services in the quantitative aspect but also in the qualitative aspect through employee training.

• Journal of the Korean Dietetic Association
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• v.30 no.2
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• pp.95-111
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• 2024

The Smart Hazard Analysis Critical Control Point (HACCP) management system, which integrates information technology (IT) to automate and analyze big data, has been introduced into school food services. This study investigated the job performance, job satisfaction, and job stress of employees in school food services using Smart HACCP. Data were collected via questionnaires from 350 employees in school food services who utilized Smart HACCP and worked in Gyeonggi-do or Incheon. The questionnaire included general information, workplace characteristics, HACCP education status, job performance, and job satisfaction according to the use of Smart HACCP, and general job stress. The responses showed that 92.3% of the participants had received HACCP education in the workplace, and 66.6% understood the content of the education. Among the HACCP process stages, CCP2 (Food Handling and Cooking) and CCP3 (Cooking Completion and Distribution) were the stages at which all participants were using Smart HACCP. CCP3 had the highest percentage (61.4%) of participants who experienced feeling the maximum reduction in their tasks by using Smart HACCP. The Smart HACCP job performance at CCP1 (Inspection) and Smart HACCP job satisfaction were higher in workplaces with 6~10 employees, compared to those with 10≤ employees (both P<0.05). The Smart HACCP job performances at of CP1 (Refrigeration and Freezer Temperature Management) and CP2 (Cleaning and Disinfection of Food Contact Surfaces) were significantly affected by the work area. General job stress was significantly higher in cooks than in cook practitioners, higher in employees with cook certification than in those without it, and higher in employees with work experience (<1 year), compared to those with 5~10 years or 10~15 years' experience. In conclusion, employees' job performance and satisfaction with Smart HACCP need to be enhanced to improve hygiene in school food service. This requires the effective management of their job stress.

• Korean journal of food and cookery science
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• v.32 no.3
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• pp.363-369
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• 2016

Purpose: The purpose of this study was to understand the interrelationships among diversity management, employees' job engagement, and organizational commitment in a deluxe hotel. Methods: In a total of 344 F & B employees obtained from empirical research, this study reviewed the reliability and fitness of the research model and verified a total of 4 hypotheses using the Amos program. Results: The proposed model provided an adequate fit to the data, $x^2$=316.722 (df=112), CMIN/df=2.828, GFI=0.899, NFI=0.941, IFI=0.961, TLI=0.953, CFI=0.961, RMSEA=0.073. SEM results showed that diversity management (building cultural awareness: ${\beta}$=0.206; pragmatic management policy; ${\beta}$=0.315) had a positive and significant influence on job engagement. Also, employees' job engagement (${\beta}$=0.623) had significant positive effects on organizational commitment. Conclusion: This study shows diversity management of hotel employees and its effectiveness as well as which diversity management is needed positive attitude.

• Journal of Korean Society of Occupational and Environmental Hygiene
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• v.30 no.4
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• pp.412-422
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• 2020

Objectives: This study was conducted to identify the job characteristics and health status of sales and service workers at micro-enterprises. Methods: Multivariate analyses were conducted using data on respondents to the 5th Korean Working Conditions Survey who were business owners (7,572 persons) or employees (3,317) working in sales or service positions at micro-enterprises. Results: Among those analyzed, business owners were found to experience worse health conditions than employees. Business owners also differed from workers in terms of job characteristics. More than employees, they engaged in tiring or painful postures that negatively affected subjective health condition, experience of muscle pain, and experience of depression or anxiety. While employees' health was negatively affected by dealing with angry customers, the health status of business owners was negatively affected even by dealing with ordinary customers. Conclusions: These results show that the owners of micro-enterprises were in a more vulnerable state of health rather than their employees. In order to address this, it is necessary to correct work posture and reduce the stresses that come from customers.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.20 no.4
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• pp.91-105
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• 2012

This study, the cause of an aviation security employees' job satisfaction and dissatisfaction will be understood and the data can be used as evidence to explain the position of the employees. Moreover, the results of this study shall be conducted to increase the level of service delivery and also to remove unsatisfactory factors. Thus, according to this research survey shows the understanding of the job satisfaction and service delivery influences on the overall job satisfaction of a secure enterprise's security screeners. As a results, by improving the job satisfaction of aviation security screeners, the world's most safe, convenient service and quick airport service delivery could be achieved. Therefore, in order to improve the level of Korea and the international competitiveness of airlines, the promotion of job satisfaction of employees would be very important. Moreover based on the results of this study, the advanced research on the recognition differences for service evaluation between the customers and security screeners are needed.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.10
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• pp.203-218
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• 1999

Customer-Orientation can be referred to as the concept of creating and maintaining a superior value within the market by responding to the 'wants of the customer' in regards to the Hotel. In other words, customer-orienated hotel is forcasting a customer' response to being different from other competitors, competing with others, and winning in the market. Therefore, hotels exert their efforts in various customer-oriented activities which may result in customer satisfaction. The pruposes of this study are to find out various significant factors impinging on customer-orientation and service image in hotels. For these purposes, two hypothesis were established, and the samples of this study were 15 hotels in Pusan, KyeongJu. The verification of the proposed hypothesis showed the following results: First, service quality and customer-orientation were found to be significantly related. In detail, the employees of hotel were shown to be affected in sales management, human relationship and service quality. Second, customer-orientation and service image were found to be significantly related. namely, the customer-orientation of hotel' employee were found to be significantly related with hotel service image. The research results and suggestions of this study are as follows: First, it is necessary that provide better service/product to satisfy the customers. Second, it is necessary that the employees of tourist hotel try to resolve the complaint of customers. Third, it is necessary that the employees of hotel try to improve the image as good service.

• Journal of Information Technology Services
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• v.20 no.2
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• pp.111-126
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• 2021

A Kano model was used to classify the quality attributes of the service robot function for actual deployment that can support and replace bank employees. Quality attributes for a total of 6 dimensions and 23 service elements were divided into bank employees and customer groups, and service priorities were derived after comparative analysis. The Decision tree model was used to supplement the excessive simplification of quality attributes by the modest number of Kano models and to classify and predict by segment market. Of the 23 services, 16 were classified into the same attributes in both groups. 6 services classified as combination attributes used a Decision tree to identify differences in perception of quality attributes among groups. In terms of basic financial services and professional financial services, it was confirmed that bank employees feel financial service robots more attractive than ordinary customers. In the design of IT convergence service, we propose a methodology for deriving quality attributes by combining a Kano model for classifying quality attributes of two groups and a Decision tree for forecasting subdivision markets.