The Relationship between Empowerment and Service Quality, and Moderating Effects of Tenure

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Journal of Korean Society for Quality Management > Volume 31(4); 2003 > Article

Journal of Korean Society for Quality Management 2003;31(4): 19-.

종업원 임파워먼트와 서비스품질의 관계 및 재직기간의 조절효과

안관영¹, 곽영환²

¹상지대학교 경영학과
²한국표준협회 교육개발팀장경기대학교 서비스경영전문대학원

The Relationship between Empowerment and Service Quality, and Moderating Effects of Tenure

ABSTRACT

With the increase in family income in Korea and the improving quality of life, there is a rapid growth in the restaurant industry. Therefore there is a demand for quality service in this industry. This paper reviews the relationship between service quality and the degree of employee empowerment. The first objective of this research is to test the effects of employee empowerment on service quality, and the second one is to test how tenure affects this relationship. According to statistical analysis, meaning, competency, and autonomy generally have an affirmative impact on many service quality factors. Also the results of regression analysis to test the moderation effect show that long term employees are more sensitive to autonomy than short term employees.

Key Words: empowerment;service quality;tenure;