종업원 임파워먼트와 서비스품질의 관계 및 성, 재직기간의 조절효과

다국어 초록 (Multilingual Abstract)

With increasing of Korean family's revenue and pursuing quality of life, outdoor food and meal industry is rapidly growing up. Thus employee's service quality is much more needed in this industry. This paper reviewed the relationship between employee empowerment and service quality. The first purpose of this research is to test the effects of employee empowerment on service quality, and the second purpose is to test the moderating effects of sex and tenure on the relationships between employee empowerment and service quality. According to statistical analysis, meaning, competency, and autonomy generally had an affirmative impact on many service quality factors. Also the results of moderating regression analysis showed that long term employees were more sensitive to autonomy than short term employees.

목차 (Table of Contents)

• Abstract
• 1. 서론
• 1.1 문제제기
• 1.2 연구목적
• 2. 이론적 배경
• 2.1 서비스품질의 개념 및 구성요소
• 2.2 임파워먼트의 개념 및 구성요소
• 2.3 임파워먼트와 서비스품질의 관계
• 2.4 성과 재직기간의 조절효과
• 3. 연구의 설계
• 3.1 변수의 조작적 정의 및 측정
• 3.2 자료수집 및 변수의 선뢰성과 타당성
• 4. 조사결과의 분석
• 4.1 임파워먼트가 서비스품질에 미치는 효과
• 4.2 성별, 재직기간의 조절효과
• 5. 결론 및 제언