서비스 팀 구성에 따른 서비스 품질 - 실험을 통한 팀에서의 개별 기여도 측정 - = Service Team and Service Performance: Examining Direct and Indirect Member Contributions through Field Experiment

다국어 초록 (Multilingual Abstract)

Many hospitality firms strive to improve service performance through teams, in order to respond to rapidly changing circumstances. However, team efficiency may be impaired when evaluation and compensation of respective team members’ contributions is deemed unfair. Despite their importance, the contributions of individuals to team service performance have lacked attention in academia. This study introduced a service team performance model, in which direct and team contributions by the individual to service performance are identified. The service team construct was manipulated using all possible combinations in a field setting. Through weighted least squares (WLS) analysis of data collected from 186 respondents, we found that individual performance in service teams differ significantly in terms of direct and indirect contributions. Therefore, the need to consider interaction effects among team members when evaluating service performance was motivated. Furthermore, the learning effects, rest effects, and frequency of customer visits were found to affect service quality. This study contributed to the dynamics in service team formulation and service performance, and also provided a meaningful implication for human resource managers in hospitality and tourism industries. This was done by suggesting a holistic approach to employee evaluation.

국문 초록 (Abstract)

다수의 관광/환대기업은 수시로 변화하는 환경에 대처하기 위하여 서비스 팀을 구성하여 서비스를 제공함으로써 서비스 품질을 비롯한 성과 제고를 기대한다. 그러나 개별 팀원의 기여도에 대한 공정한 평가와 보상이 수반되지 않는다면 팀은 오히려 효율성을 잃을 수 있다. 이러한 중요성에도 불구하고 관련 영역에 대한 학문적 관심이 부족한 상황에서, 본 연구는 실험 설계를 통하여 서비스 팀에서 서비스 품질에 미치는 개별 팀원의 직접적인 성과와, 함께 일하는 팀원을 지원하는 과정에서의 상호작용 성과를 구분하는 계량모형을 제안하였다. 실제 카페를 활용한 실험실에서 서비스를 제공받은 고객이 직접 평가한 서비스 품질을 종속변수로 하여 186개 데이터를 가중최소제곱방식으로 분석한 결과, 서비스 품질에 대한 팀원의 직접적인 성과와 동료 팀원과 상호작용을 통하여 지원하는 성과가 상당한 차이를 보이며 팀에서의 개별 기여도를 측정할 때 개인의 직접성과와 함께 상호작용을 통한 간접성과 또한 고려되어야 할 필요성이 확인되었다. 또한 종사원의 학습효과와 휴식효과, 고객의 방문빈도가 서비스 품질에 영향을 주는 것으로 나타났다. 본 연구의 결과는 서비스 팀 구성과 서비스 품질의 역학관계를 이해하는데 기여하며, 서비스 팀에서 개별 팀원에 대한 종합적인 평가 방식과 기준을 제안함으로써 관광/환대기업 인력관리 및 평가 담당자에게 의미 있는 시사점을 제안한다.

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