서비스 접점종업원 지원이 고객의 서비스품질 평가에 미치는 영향

다국어 초록 (Multilingual Abstract)

This paper examines several sources of support for customer-contact employees in service encounters. These sources of support, including organization support, supervisor support. and customers supportive participation, are proposed to affect the attitudes and behaviors of employees, and consequently affect customers perceptions of service quality. This study, which combines perceptions from customers and their contact employees, shows that several close, interactive sources of support for employees (supervisor support, customer participation) contribute to a greater degree to job satisfaction and service quality than does a macro-variable, organizational support. Also, the empirical results confirmed that job satisfaction plays a strong, central role in determining service quality. The construct was found to be an effective mediator linking customer-contact employees` cognitive appraisal of various sources of support to service quality.