식음료 접객종사원의 고객지향행동 척도 개발

The scale development process was carried out in four stages: ⑴ the formulation of the preliminary scale, ⑵ a pretest, ⑶ the initial test administration and exploratory factor analysis(EFA), and ⑷ Confirmatory factor analysis(CFA). In one step, a preliminary scale with 31items was generated. A pretest was then carried out by administrating the scale to food & beverage Customer Contact Employees(N=78) of family restaurant in Daegu. Using EFA, the scale was revised to contain 19 items. The revised scale was administrated to Customer Contact Employees of family restaurant in Pusan and Daegu. A total of 279 questionnaires were completed and used for data analysis. EFA was conducted on sample using alpha extraction, promax rotation methods and principal components analysis. The measure was purified. Four factors with 17 items emerged with a total variance of 66.03%. The alpha reliability coefficients for four factors were .85(customer responsiveness), .82(reliability), .82(empathy) and .62(customer-oriented selling), respectively. In next step, CFA was conducted. It was suggested from the CFA that the scale made up of four factors was proposed. The measure was purified from the criteria of modification indices for lambda-X. Eventually, a four-factor model with 13 items was generated : customer responsiveness(4 items), reliability(4 items), empathy(3 items) and customer-oriented selling(2 items). The fit indexes suggested that the final version of the model provided an adequate fit to the dsta(e.g., df=59, chi-square=203.05, RMR=.028, GFI=.90, AGFI=.84, CFI=.90, NFI=.87, IFI=.90).