외식프랜차이즈 시스템에서 영역초월행동과 서비스품질의 관계 및 성별의 조절효과
The relationship between boundary spanning behaviors and service quality, and the moderating effect of gender in outdoor- food franchising system
안관영(상지대학교)
11권 2호, 179~185쪽
초록
This paper reviewed the relationship between boundary spanning behaviors and service quality, and the moderating effect of gender. Based on the responses from 204 employees in outdoor-food franchising system, hierarchical regression analysis showed that service delivery has positive relationships with all service quality factors, and external representation and internal influence have partly positive relationship with them. Gender appeared to have partly moderating effect on the relationship between only internal influence and service quality.
Abstract
This paper reviewed the relationship between boundary spanning behaviors and service quality, and the moderating effect of gender. Based on the responses from 204 employees in outdoor-food franchising system, hierarchical regression analysis showed that service delivery has positive relationships with all service quality factors, and external representation and internal influence have partly positive relationship with them. Gender appeared to have partly moderating effect on the relationship between only internal influence and service quality.
- 발행기관:
- 대한안전경영과학회
- 분류:
- 안전공학