TQM이 서비스 접점 종업원의 태도와 서비스 수행에 미치는 영향：의료서비스산업을 대상으로
The Effect of Total Quality Management on Service Encounter Employees’ Attitude and Service Performance
주기중(계명대학교)
29권 1호, 115~129쪽
초록
Service Encounter employees play a crucial role in service delivery and building relationships with customers and their attitudes and behaviors towards customers determine customers' perceived service quality and satisfaction. Past research indicates that TQM managerial practices are a critical determinant of employee's attitude and performance in the workplace. Therefore, this study investigates a model examining the relationship among TQM, employees' attitude and service performance in a hospital. Our measurement results were acceptable in terms of reliability and validity. The statistical testing shows significance on the positive relationship in the sequential order of TQM, employee's attitude and service performance. In conclusion, the theoretical and practical implications of this study were discussed, along with its limitations.
Abstract
Service Encounter employees play a crucial role in service delivery and building relationships with customers and their attitudes and behaviors towards customers determine customers' perceived service quality and satisfaction. Past research indicates that TQM managerial practices are a critical determinant of employee's attitude and performance in the workplace. Therefore, this study investigates a model examining the relationship among TQM, employees' attitude and service performance in a hospital. Our measurement results were acceptable in terms of reliability and validity. The statistical testing shows significance on the positive relationship in the sequential order of TQM, employee's attitude and service performance. In conclusion, the theoretical and practical implications of this study were discussed, along with its limitations.
- 발행기관:
- 한국경영과학회
- 분류:
- 경영학