외식산업 서비스제공자의 언어적 커뮤니케이션이 자기자각을 통하여 직무성과에 미치는 영향 (The Effect of Service Provider's Language Communication on Job Performance through Self-Awareness)

서지정보

· 발행기관 : 사단법인 한국비즈니스이벤트컨벤션학회
· 수록지 정보 : 이벤트컨벤션연구 / 16권 / 2호 / 101 ~ 121페이지
· 저자명 : 박이경

초록

Purpose - This study can provide practical guidance to service contact employees who directly affect job performance, focusing on the awareness of service providers in the catering industry for linguistic communication that was applied separately in previous studies. As a result, the direction of the food service industry that can lead to higher customer satisfaction can be suggested. Therefore, this study intends to empirically examine the effect of verbal communication of service providers in the food service industry on self-awareness and the effect of self-awareness on job performance.
Design, data, and methodology – Employees from the food service industry in Daegu and Gyeongbuk were surveyed from their 20s or older from December 1 to December 30, 2019(about 4 weeks). A total of 200 people were surveyed, and 189 sincere respondents among the collected responses were used for analysis.
Result –First, verbal communication showed that empathy had an effect on the negative emotions of self-perception, but response and trust did not. Second, verbal communication was found to have a positive (+) effect on empathy, response, and trust in positive emotions of self-perception. Third, in self-perception, negative emotions did not affect job performance, and positive emotions were found to have a significant positive (+) effect on job performance.

영어초록

Purpose - This study can provide practical guidance to service contact employees who directly affect job performance, focusing on the awareness of service providers in the catering industry for linguistic communication that was applied separately in previous studies. As a result, the direction of the food service industry that can lead to higher customer satisfaction can be suggested. Therefore, this study intends to empirically examine the effect of verbal communication of service providers in the food service industry on self-awareness and the effect of self-awareness on job performance.
Design, data, and methodology – Employees from the food service industry in Daegu and Gyeongbuk were surveyed from their 20s or older from December 1 to December 30, 2019(about 4 weeks). A total of 200 people were surveyed, and 189 sincere respondents among the collected responses were used for analysis.
Result –First, verbal communication showed that empathy had an effect on the negative emotions of self-perception, but response and trust did not. Second, verbal communication was found to have a positive (+) effect on empathy, response, and trust in positive emotions of self-perception. Third, in self-perception, negative emotions did not affect job performance, and positive emotions were found to have a significant positive (+) effect on job performance.

참고자료

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