서비스 유형화가 조직성과에 미치는 영향에 대한 유형화 적합성의 조절 효과: 천연가스 산업에서의 실증 연구

다국어 초록 (Multilingual Abstract)

As the significance of service industry becomes greater, its affection to the overall growth and organizational performance has also become prominent. Tangibilization is widely known as one of the efforts to overcome the weakness of service intangibility and improve organizational performance. This research explores a relationship between the service tangibilization and organizational performance. Furthermore, a moderating effect of the tangibilization fit between service tangibilization and organizational performance will also be discussed in terms of business context. In response to this research, an empirical study on the natural gas industry has been conducted. The opinions of the managers who have experiences in managing a service business unit either on a wholesale sector or a retail sector in the natural gas industry were surveyed. The results imply there exists a significant relationship between the service tangibilization and organizational performance. In addition, it is concluded that the mental fit positively strengthens some relationships between the service tangibilization and organizational performance. It can be inferred that it is important for companies in the natural gas industry to attain the fit of mental tangibilization in order to effectively deploy service tangibilization and maximize organizational performance.

목차 (Table of Contents)

• Ⅰ. Introduction 1
• 1.1. Background 1
• 1.2. Scope of the Study 3
• Ⅱ. Literature Review 5
• 2.1. Approaches and Types of Tangibilization 5
• 2.2. Tangibilization fit 11
• 2.3. Organizational Performance 14
• Ⅲ. Methodology 16
• 3.1. Research Model and Hypotheses 16
• 3.2. Survey Design 21
• 3.3. Data Gathering 26
• Ⅳ. Results and Discussion 27
• 4.1. Data Analysis 27
• 4.2. Validity and Reliability 29
• 4.3. Test Results of Hypotheses 35
• Ⅴ. Conclusion 48
• 5.1. Key Findings and Managerial Implications 48
• 5.2. Conclusion and Limitations 50
• 5.3. Suggestions for the Future Research 52
• References 54
• Appendices 63
• Abstract (of Korean) 71

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