조직문화가 서비스품질에 미치는 효과 및 재직기간의 조절효과

This paper reviewed the relationship between organizational culture and service quality, and the moderating effect of tenure in service business. Based on the responses from 586 employees, the results of multiple regression analysis showed that rational culture and affiliation culture have positive relationships with all service quality factors. The results of moderating analysis showed that rational culture has more positive relationships with tangibleness, reliability, responsiveness, and empathy in which tenure is longer. Also progressive culture has more positive relationship with empathy in which tenure is longer.