패밀리 레스토랑의 고객불평이 종사원의 직무몰입과 직무성과에 미치는 영향 (Effect of the Customer Complaint on Employee’s Job Commitment and Performance in the Family Restaurants)

서지정보

· 발행기관 : 한국외식경영학회
· 수록지 정보 : 외식경영연구 / 11권 / 1호 / 179 ~ 199페이지
· 저자명 : 김대철, 송병화, 정미란

초록

The main purpose of this study is to find out the effect of customer complaint on employee’s job commitment and performance in the family restaurants. Survey methodology was used and the study sample included restaurant employees based on 380 completed surveys from family restaurants in seoul.A factor analysis delineated three dimensions of customer complaint: complaint of physical service, complaint of human service, complaint of system service. Mean values indicated that ‘wait times’ was major reason of customer complaint. Finally the regression analysis yielded factors had partly influence on job commitment and job performance of employees. and Job commitment had positively influence on job performance. This paper provides a holistic understanding of the employees and presents implications for management of human resources. It also presents a new agenda for future research in this area.

영어초록

The main purpose of this study is to find out the effect of customer complaint on employee’s job commitment and performance in the family restaurants. Survey methodology was used and the study sample included restaurant employees based on 380 completed surveys from family restaurants in seoul.A factor analysis delineated three dimensions of customer complaint: complaint of physical service, complaint of human service, complaint of system service. Mean values indicated that ‘wait times’ was major reason of customer complaint. Finally the regression analysis yielded factors had partly influence on job commitment and job performance of employees. and Job commitment had positively influence on job performance. This paper provides a holistic understanding of the employees and presents implications for management of human resources. It also presents a new agenda for future research in this area.

참고자료

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