Journal of the Korea Safety Management & Science (대한안전경영과학회지)

Korea Safety Management & Science (대한안전경영과학회)
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The relationship between job stress and service quality, and the moderating effect of organizational justice

직무스트레스와 서비스품질의 관계 및 조직공정성의 조절효과

  • Ahn, Kwan Young (Department of Business Administration, Sangji University)
  • Received : 2014.07.09
  • Accepted : 2014.09.20
  • Published : 2014.09.30
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Abstract

This paper reviewed the relationship between job stress and service quality, and the moderating effect of organizational justice in food service restaurant. Based on the responses from 209 employees, the results of multiple regression analysis appeared as follow; 1) job stress(insufficient job control, lack of reward, occupational climate, job insecurity, interpersonal conflict) partly effect negatively on all service quality factors(tangibility. reliability, responsiveness, empathy). 2) distributive justice and procedural justice partly effect positively on the relationship between job stress and service quality.

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References

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