외식업체 직원들의 이직의도 수준에 따른 임파워먼트 및 동일시가 고객이 지각하는 가치에 미치는 영향: 직원과 고객데이터의 매칭을 중심으로

This study aims to investigate the effect of empowerment and identification given to the employees on the value customers recognize by classifying food service companies into companies with high turnover intention and those with low turnover intention. For this purpose, survey questionnaires were distributed from Dec. 5, 2014 through Jan. 5, 2015. 685 questionnaires from employees (97.8%) of food service industry and 930 questionnaires from customers (80.8%) were collected and analyzed after removing insincere responses. The results show that empowerment and identification have a significant effect on customer value. And identification has a relatively more significant effect on customer value than empowerment. In addition, the higher the empowerment of employees with low turnover intention, the higher the value customers recognize. On the other hand, identification of employees with high turnover intention has a significant effect on customer value. This study provides significant implications in that it conducted a empirical research study through a matching analysis on how employees’ perceived empowerment, identification and their turnover intention influence the values customers recognize.