외식기업의 내부고객 만족이 외부고객의 서비스품질 지각과 만족에 미치는 영향 = The Effect of Internal Customers’ Satisfaction on External Customers’ Perceived Service Quality and Satisfaction in the Foodservice Industry

다국어 초록 (Multilingual Abstract)

The purpose of this study is to investigate the effect of internal customers’ satisfaction on external customers’ perceived service quality and satisfaction in the foodservice industry, which is highly dependent on human resources. For this purpose, the survey has been conducted for 1,200 internal customers and 1,335 external customers who have been in 64 hotel/family restaurants(30 first-class hotel restaurants and 34 family restaurants).The study has resulted that there has been the causal relation between job satisfaction and external customers’ perceived service quality. On the other hand, it has not proved that there has been the causal relation between internal support satisfaction and external customers’ perceived service quality. However, it has revealed that it has had an influence on external customers’ perceived service quality and satisfaction through job satisfaction. Therefore, this study has indicated that the active support system has been demanded by internal customers and assisting departments to enhance the external customers’ satisfaction.

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49 "2006년 4월 7일 원고 접수"