서비스보증정책과 서비스 종업원의 직무수행의지: 종업원의 자기효능감과 책임감의 영향을 중심으로

Service guarantees have been widely adopted by service firms as an effective means to preempt customer demand and increase customer satisfaction. Whereas the customer effects of service guarantees have been well researched, however, the effect on service employees has not been as fully examined. Previous studies of such nature have focused mainly on their overall positive effect, while ignoring the potential differences in their effect across different employees. This study intends to fill aforementioned gap by empirically examining employee effects of service guarantees and the effect of employee traits on employee’s performance intention before service guarantees and on changes in the intention between before and after the guarantees. A paired t-test and regression analysis results of data collected through a scenario-based survey of restaurant employees did not support employee effects of service guarantees, but supported the effect of sense of responsibility on employee intention before service guarantees and the effect of self-efficacy on the changes in the performance intention between before and after service guarantees. This study extends the boundary of research on service guarantees, particularly on their effect on employees by presenting empirical examination results of the effect. these findings provide service managers with insights on which aspects of service employees to pay attention to in order to ensure successful outcomes from service guarantees.