Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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The Relationship between Employees' ESG Perception and Service Quality: A Multi-level Analysis in the Korean Parcel Delivery Industry

조직 구성원의 기업 ESG 인식과 서비스 품질: 택배 서비스를 대상으로 한 다수준 분석

  • Lee, Su-Yol (College of Business Administration, Chonnam National University) ;
  • Park, JaeHeum (The Graduate School of Management of Technology, Yonsei University)
  • 이수열 (전남대학교 경영학부) ;
  • 박재흠 (연세대학교 기술경영학 협동과정)
  • Received : 2022.06.10
  • Accepted : 2022.08.11
  • Published : 2022.09.30
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Abstract

Purpose: This study examines the relationship between the environment, society, and governance (ESG) perception of service providers and service quality by considering job satisfaction as a mediator in the Korean parcel delivery context. Methods: This study uses a multi-level analysis by incorporating organizational and individual levels of analysis. It employs a survey method for measuring the ESG perception of parcel delivery persons and service quality ratings from the Korean government. A hierarch regression analysis with 241 responses was used to test hypotheses. Results: The results of this study provide evidence that the ESG perception, particularly its social dimension, of parcel delivery persons is positively associated with service quality. This study also finds the positive effect of the ESG perception on job satisfaction. However, the mediating effect of job satisfaction between the ESG perception and service quality was not confirmed. Conclusion: This study presents significant implications for scholars and practitioners. Parcel delivery companies should implement relevant ESG activities and communicate them with their service persons to improve delivery service quality. The ESG perception of employees plays a critical role in the moment of truth in parcel service delivery to enhance customer satisfaction and service quality.

Keywords

References

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