The Relationship between Job Characteristics and Service Quality, and Moderating Effect of Gender and Tenure

호텔 종사원의 직무특성 인지도와 서비스품질의 관계: 성과 재직기간의 조절효과를 중심으로

Empirical analysis was based on the data of 692 hotel employees from Seoul and Gyung-gi province. To test the relationship between job characteristics and service quality, multiple regression analysis was applied, and hierarchial regression analysis(Cohen & Cohen, 1983) applied to test the moderating effects of gender and tenure. Multiple regressional analysis showed that job importance, job variety, and feedback had an positive impact on tangibility, reliability, responsiveness, assurance, empathy, but autonomy had a negative impact on tangibility, reliability, responsiveness, assurance. Hierarchical regressional analysis showed that gender had moderating effects on 4 relationships between job characteristics and service quality, and tenure had moderating effects on 3 relationships.