외식업 근무자의 절차공정성이 조직시민행동과 서비스 성과에 미치는 영향: 다수준 분석을 적용한 윤리적 풍토의 조절효과

The purpose of this study was to investigate the effects of the ethical climates in the relationship between procedural justice, organizational citizenship behavior and service performance in foodservice industry through a multilevel analysis. Data were collected by two levels, 402-individuals and 35-restaurants. The analysis of HLM indicated that at the individual-level, procedural justice was positively related to organizational citizenship behavior. Procedural justice was also found to correlate positively with service performance. At the organizational levels, the ethical climates were positively related to organizational citizenship behavior and service performance. Moreover, the climates of ethical climates were proved to be as a moderator in the relationship between the procedural justice, organizational citizenship behavior and service performance in foodservice industry. Also, the results contribute to the ethical climate literature by appling a multilevel perspective.