Journal of the Korea Safety Management & Science (대한안전경영과학회지)

Korea Safety Management & Science (대한안전경영과학회)
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The relationship between perceived justice and service quality in the franchise system of food service business

외식사업 프랜차이즈에서 공정성지각이 서비스품질에 미치는 효과

  • Ahn, Kwan-Young (Department of Business Administration, Sangji University)
  • Published : 2009.03.31
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Abstract

This paper reviewed the relationship between perceived justice and service quality, and the moderating effect of gender in the franchise system of food service business. Based on the responses from 135 franchisees, the results of multiple regression analysis showed that distributive and procedural justice have positive relationships with almost service quality factors. The results of moderating analysis showed that male franchisees have more positive relationships with almost service quality factors than female franchisee while in distributive justice, and that female franchisees have more positive relationships with almost service quality factors than male franchisee while in procedural justice.

Keywords

References

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