• Asia Marketing Journal
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• 제17권2호
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• pp.73-96
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• 2015

This paper investigates how servicescape perception influences customer experience quality in hedonic service settings. In addition to the direct effect of servicescape quality on customer experience quality, the indirect effects of servicescape quality on customer experience quality via employee-to-customer interaction quality and peer-to-peer interaction quality are also investigated. We collected data through a self-administered survey. The proposed relationships were tested using structural equation modeling. The results show that servicescape quality influences customer experience quality both directly and indirectly through employee-to-customer interaction quality and peer-to-peer interaction quality, and customer experience quality influences customer loyalty. Additionally, we find that the indirect path via peer-to-peer interaction quality is significant only in a low-satisfaction customer group. The indirect effect of servicescape quality perception through peer-to-peer interaction quality is significant only in low-satisfaction customer groups. Therefore, if evaluations for this indirect effect fall below an acceptable level, it should be addressed first before improving on other attributes. However, after this point, further improvements offer few if any gains; therefore, service firms should allocate their resources to quality improvements to other factors. This study is the first to investigate the indirect effects of servicescape quality on customer experience quality via peer-to-peer interaction quality in hedonic service settings. Additionally, this study demonstrates that the significance of this indirect effect applies only to a low-satisfaction customer group.

• 품질경영학회지
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• 제50권4호
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• pp.777-792
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• 2022

Purpose: This paper investigates the effects of leader feedback on employee creative problem-solving behavior. It also explores the relevant conditions that maximize the above relationship from the psychological trait and task nature perspectives. Specifically we examine how employee feedback acceptance and task complexity moderate the relationship between leader's feedback behavior on follower creative problem-solving behavior. Finally the three-way interaction among leader's feedback behavior, employee feedback acceptance and task complexity is analyzed for the best conditions to maximize the positive effect of leader's feedback on creative problem solving behavior. Methods: This paper used a cross-sectional design with questionnaires administered to 411 employees working in Korean manufacturing and service firms. It applied a hierarchical regression analysis to test the hypothesized relationships including three-way interaction effect among leader's feedback behavior, follower feedback acceptance and task complexity on follower creative problem-solving behavior. Results: The empirical results of the paper indicated that the leader feedback behavior had enhanced employee creative problem-solving behavior. It was also found that follower feedback acceptance and task complexity positively moderated the relationship between leader's feedback and follower problem solving behavior. In addition, the test of three-way interaction effects also revealed that the higher the levels of both employee feedback acceptance and task complexity, the greater the positive effect of leader feedback behavior on employee creative problem solving behavior. Conclusion: This paper contributes to the leadership and creativity literatures by identifying the role of leader's behavior enhancing employee creative problem-solving behavior and the specific conditions strengthening the positive effect of leader feedback behavior on employee creative problem-solving behavior.

• 유통과학연구
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• 제18권8호
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• pp.35-45
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• 2020

Purpose: Do close linkages among employees during service encounters always enhance customer satisfaction? Drawing on literature in social psychology, this research argues that under certain circumstances close linkages among employees undermine customer satisfaction. More specifically, this research explores a service failure context and shows that higher task interaction among employees during service encounters leads to higher perceived firm entitativity, resulting in an individual employee's service failure being detrimental to customer satisfaction with the firm. Data and research methodology: A series of experiments using scenarios across different service contexts was used in order to test hypotheses. Data was collected via Amazon Mechanical Turk and the models were tested using Hayes PROCESS. Results: The results show that interactions among employees during service result in 1) lower satisfaction with the firm and 2) lower revisit intentions in the future when there is a service failure by an individual employee. Following the main effects analysis, mediation analysis shows that the effect of employee interaction on customer satisfaction with the firm and revisit intention is mediated by perceived firm entitativity. Implications: By examining contexts where employee interaction may be detrimental to firms, this research provides novel insights on how to manage communications among service employees.

• 한국경영과학회지
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• 제26권2호
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• pp.111-130
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• 2001

This study aims to examine the difference between market orientation, organizational service orientation, performances (employee satisfactions and business performances) across the type of hotel grade, and investigate the effect on performances of market orientation, organizational service orientation, and interaction of these two factors. For these purposes the authors developed 13 research proposals. The data for this research which were collected from Korean hotel firms’ managers and employees were analyzed with one-way ANOVA, regression analysis. The findings can be summarized as follows. First, five-star hotels display higher levels of market orientation, organizational service orientation, performance (employee satisfaction, business performance) than four-star and three-star hotels. Second, market orientation, organizational service orientation, and interaction of these two variables have significant effects on performances(employee satisfaction, business performance).

• 동아시아경상학회지
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• 제10권1호
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• pp.23-34
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• 2022

Purpose - Once individuals in an organization don't comprehend with each other's culture and their interaction context differ, there is a bigger danger of poor communication in the organizations. Therefore, people must have a sufficiently comparable interpretation of data, communicative acts and the office itself. For this reason, the purpose of this study is to investigate the relationship between organizational culture and employee communication. Research design, Data, and methodology - The present researcher used categorization matrix development to review data for content. Additionally, the present researcher coded the data to correspond with the identified categories. The role of the categorization matrix is to ensure that the categories hardly represent the concepts and thus validating the findings of the study. Result - The findings from prior resources shows that the role of organizational culture on employee communication satisfaction is a pertinent issue that must be addressed and analyzed to help organizations make the desired profits and productivity. This study provides five solutions between organizational culture and employee communication satisfaction. Conclusion - This study concludes that every employee performs well where they think they are being appreciated and their efforts are rewarded. On the other hand, different organizations have instilled different organizational cultures to ensure they promote the level of satisfaction of their employees in order to yield them an improved employee performance and overall organizational performance.

• 한국경영과학회지
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• 제34권4호
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• pp.165-183
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• 2009

In a service process, the customer typically experiences two types of interactions; one is interaction with the physical ambiance (servicescape) and the other is with employees who may be responsible for the service process quality. The literature in general supports that process quality is a critical determinant for overall service quality and customer satisfaction. In this paper, we primarily examine how the servicescape intervenes the association between process quality and employee/customer satisfaction. The proposed models are tested. using the data collected from the major golf courses in Korea. The results suggest that improving process quality and servicescape have a positive influence on employee/customer satisfaction directly and/or indirectly, but the effect of servicescape may be stronger in the case of golf course businesses. Servicescape also contributes to improving process quality by enhancing employee satisfaction. These results collectively indicate that management emphasis on improving service quality without renovating physical surroundings may results in unsatisfactory outcome.

• 한국콘텐츠학회논문지
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• 제9권3호
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• pp.288-295
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• 2009

본 연구는 세무공무원들의 조직공정성에 대한 인식이 임파워먼트와 종업원노력에 영향을 미치는지를 실증적으로 분석하였다. 분석결과, 직무공정성 중 절차공정성을 제외한 분배공정성과 상호작용공정성은 임파워먼트에 유의한 영향을 미치며, 임파워먼트는 종업원노력에 유의한 영향을 미치는 것으로 분석되었다. 이는 세무공무원들이 업무수행과정에서 인식하는 조직공정성이 높을수록 임파워먼트가 높으며, 임파워먼트가 높을수록 종업원노력수준이 높아져 과세업무수행의 효율성을 높일 수 있음을 확인 할 수 있었다. 따라서 임파워먼트를 실시하여 종업원이 노력할 수 있는 권한이 하부로 이양되는 것은 세무조직관리자가 부하직원의 잠재력을 개발하도록 인식하고 실행하는 것이므로 세무조직에서 필요할 것으로 판단된다.

• The Journal of Asian Finance, Economics and Business
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• 제8권7호
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• pp.313-322
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• 2021

This study aims to analyze the influence of religiosity, spiritual leadership, and work-life balance and its impact on innovative behavior through the mediating effect of employee engagement on the state-owned sharia bank of Central Java Province. The total sample of this study is 226 respondents taken from state-owned sharia bank in 6 Regencies/Cities in the former Karisedenan of Central Java. Samples are taken using a cross-sectional approach. The sampling technique is using the division of regions based on clusters (cities) and is carried out using a purposive sampling method. The results indicate that the indirect influence of all independent variables on innovative behavior through the mediating effect of employee engagement is found to be significant. This study views employee engagement from the perspective of religiosity-based social exchange theory so that religious values in the interaction relationship can be fairly applied and respected by the employees of the state-owned sharia bank. Managers can socialize the importance of spirit behavior to employees so that it can be their everyday attitude and becomes their guide for work. Leaders can become role models in straightening intentions while working as well as conditioning the conscience to always think positively at work by strengthening work engagement in sharia banking institutions.

• Asia Marketing Journal
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• 제9권3호
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• pp.75-115
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• 2007

본 연구는 고객이 서비스 실패와 복구를 경험하는 과정에서 서비스 제공자의 서비스 복구노력과 서비스 실패 이전의 고객-종업원의 친밀감이 만족, 재구매의도, 긍정 구전에 미치는 영향을 고찰하였다. 첫째, 본 연구는 서비스 실패와 복구 후 소비자의 반응에 대한 서비스 제공자의 복구노력과 친밀감의 상호작용효과를 검증하였다. 실험결과 서비스 실패 이전 고객과 종업원의 친밀도가 높은 집단에서는 친밀도가 낮은 집단에 비하여 서비스 실패후의 복구노력이 낮아도 만족, 재구매의도, 긍정적 구전정도가 크게 감소하였다. 둘째, 본 연구는 서비스실패 후 적절한 복구노력을 경험한 고객의 만족이 서비스 실패를 겪기 전보다 높아질 수 있다는 서비스 리커버리 패러독스를 검증하였다. 실험결과 서비스 리커버리 패러독스는 서비스 복구노력수준과 고객-종업원의 친밀도에 관계없이 모든 집단에서 지지되지 않았다. 두 가설의 결과를 종합하여 보면 고객과 종업원의 긍정적인 친밀감은 서비스 실패로 인한 부정적인 영향을 서비스 실패가 없었던 상황으로 되돌릴 수는 없지만, 실패로 인한 부정적인 영향을 감소시켜주는 완충작용을 하는 것으로 나타났다.

• 노동경제논집
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• 제23권1호
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• pp.81-101
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• 2000

본 연구의 주목적은 종업원 경영참여제도의 경제적 효과를 분석하는 데 있다. 먼저 경영참여제도와 보완적 관행들-고용 안정성, 교육훈련제도, 합리적 보상체계, 정보의 공유 및 권한 위임-과의 유기적 결합을 통해 노사공동선 달성이 가능하다는 이론적 분석 들을 제시하고 있다. 그리고 이 분석 틀에 의거하여 회귀분석을 통하여 참여제도와 보완적 관행들의 결합에 의해 기업의 성과수준(1인당 부가가치생산성) 향상이 가능하다는 것을 구명하였다(가설 1). 그리고 t-test와 판별분석을 통하여 참여제도의 도입 및 운영수준이 높고, 보완적 관행들과의 상호결합이 잘 이루어지는 기업들과 그렇지 않은 기업들 간에는 기업의 성과수준과 근로자 삶의 질 수준에 뚜렷한 차이가 있다는 것을 구명하였다(가설 2). 이러한 연구결과는 참여제도 도입의 당위성올 제공한다고 볼 수 있다.