• Journal of Korean Society for Quality Management
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• v.51 no.2
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• pp.247-261
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• 2023

Purpose: This study investigates the relationship between service compensation, consumer sentiment and revisit intention for service recovery in the Chinese foodservice industry, and the moderating effect of employee authenticity. Methods: Data were collected from people who experienced eating out in a city located in central China, and the hypothesis was verified through multiple regression analysis and hierarchical regression analysis. Results: The results indicate that the specificity of compensation affects both positive and negative emotions of customers, and the activeness of compensation also influences positive emotions of customers. Also, employee autheticity moderates the effect of specificity of compensation on customers' positive emotions. Both positive and negative emotions of customers influences revisit intention. Conclusion: These results show that the role of service compensation is important in service recovery in the rapidly expanding Chinese foodservice industry. In addition, since the sincerity of employees plays an important role in maximizing the recovery effect in the process of service recovery, it suggests that it is important not only to improve services in the quantitative aspect but also in the qualitative aspect through employee training.

• Culinary science and hospitality research
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• v.18 no.2
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• pp.19-33
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• 2012

This study empirically analyzed the effects of employees' sense of humor on job satisfaction and turnover intention focusing on those who work for restaurants in Seoul to provide preliminary data for effective human resource management in the foodservice industry. In terms of a sense of humor, meta message sensitivity, preference for humor, emotional expression, and coping scale of a sense of humor were drawn as the factors. The findings are as follows. First, among the factors of humor, preference for humor, reaction to humor, and meta message sensibility affected job satisfaction positively in order. On the contrary, emotional expression was found not to affect it. Second, preference for humor and emotional expression affected turnover intention negatively in order whereas meta message sensibility and reaction to humor did not affect it. Therefore, based on the research result that a sense of humor affects job satisfaction and turnover intention, it is needed to recognize the importance of humor and consider evaluation on a sense of humor when screening employees.

• Korean journal of food and cookery science
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• v.25 no.5
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• pp.575-585
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• 2009

This study was conducted to identify the job stress factors of school foodservice employees and to examine the relationship between job stress and turnover intention through path analysis. Data was collected using a survey of 432 school foodservice employees in elementary and secondary schools in Masan, Kyungsangnam-do. All of the participants were female, and 165(52.9%) were over the age of 45' Additionally, 310(99.4%) of the respondents were married, while 287(92.0%) had less than a high school level of education. Furthermore, 271(86.9%) of the respondents were cooks. Overall, 107(34.3%) of the respondents had worked in the food industry for less than $5{\sim}10$ years. In addition, 208 (66.7%) respondents answered that they had 'never' changed jobs. Among job characteristics that causes job stress, job posture was the primary stress factor, followed by heavy work load and job condition. Job stress was found to be significantly correlated with turnover intention. Additionally, job position was the only moderating variable that was found to be correlated with job characteristics and job stress. Finally, the moderating variables influencing the effects of job stress on turnover intention were identified as performance confidence, job career, and job position. The results of this study will be useful for future studies conducted to evaluate the development of job environments and performance to minimize turnover and job inefficiency as a result of job stress.

• Journal of the East Asian Society of Dietary Life
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• v.23 no.4
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• pp.508-518
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• 2013

In this study, the influence of sub-factors of Big Five personality (extraversion, agreeableness, conscientiousness, neuroticism, openness to experience) to job satisfaction and turnover intention, and mediating effect of job satisfaction between Big Five personality and turnover intention were empirically analysed. Also the relationship between job satisfaction and turnover intention was investigated. The sample of this study were customer-contact employees of restaurant among Youngnam province. 243 questionnaires were used for the empirical analyses. According to the empirical analysis results, openness to experience and conscientiousness respectively had positive influences to job satisfaction and turnover intention. Also neuroticism gave negative influence to turnover intention. Another research finding of this study was that mediating effect of job satisfaction existed in the causal relationship of 'openness to experience' and conscientiousness to turnover intention. Managerial implications of the research findings are that restaurant managers are recommended to select employees of having much of conscientiousness and 'openness to experience', and to employ those of having much of agreeableness. In the field of restaurant industry, training is very important for employees to foster these personalities, because this industry does not have environment of hiring employees of having much of these personalities. Also training can be applied to employees of having high neuroticism for minimizing their turnover intention.

• Journal of the East Asian Society of Dietary Life
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• v.27 no.2
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• pp.168-175
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• 2017

This study surveyed the status of recognition, effort, and satisfaction of customers on a low-sodium diet in industry foodservice. For recognition related to sodium intake, 34.6% answered 'sure' for awareness of WHO's recommended daily sodium intake. Recognition of healthiness of low-sodium diet scored an average of $3.77{\pm}0.8$. The most frequent dietary effort related to low-sodium diet was 'I leave the broth of soup/stew (23.7%)', and the most common reason for not making an effort related to low-sodium diet was 'I often eat out (25.2%)'. Recognition of saltiness of foodservice meals was $2.84{\pm}0.69$, and the saltiest food was 'kimchi (30.4%)', followed by 'side dish (17.9%)', 'soup/stew (16.8%)', and 'sauce (8.3%)'. Satisfaction of low-sodium foodservice meal was $3.04{\pm}0.71$. Reasons for recognition of saltiness of foodservice meal were mostly 'appropriate' or 'prefer less salty (86%)'. In the analysis of satisfaction of low-sodium foodservice meal according to occupation, satisfaction of 'level of saltiness ($F=5.046^{**}$)' scored an average of $3.18{\pm}0.72$, with the highest satisfaction from 'professionals'. Satisfaction of 'dietary behaviors related to sodium ($F=3.534^{**}$)' scored an average of $3.95{\pm}0.59$, with the highest satisfaction from 'government employees (p<0.01)'. These study results show that despite recognition of the healthiness of a low-sodium diet, efforts toward practicing the diet were less than adequate. Further, 25% felt that foodservice meal was a blend, whereas satisfaction of low-sodium diet was only 19%. Therefore, continuous education and advertisements are necessary in order to raise awareness as well as developing more concrete methods during preparation of meals, such as using a salt meter.

• Culinary science and hospitality research
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• v.20 no.3
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• pp.186-200
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• 2014

This study investigates the effect of foodservice employees' mentoring part on expressing emotions and self-esteem by conducting a survey. The data collected from the survey were analysed by SPSS18.0 and AMOS for frequency analysis, exploratory analysis, confirmatory factor analysis, correlation analysis and structure equation modeling. The results are as follows. First, the mentoring part was a significant constituent for achieving an organization's objective because a mentor and a mentee could interact and sympathize through personal recommendation, consultation and support for reducing psychological stress. Second, the mentoring part had a positive effect on organizational ability to adapt. Third, organizational conflicts influenced self-esteem. As the results indicated, the foodservice industry should manage an effective mentoring system for high quality services and the attainment of an organizational goal.

• Culinary science and hospitality research
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• v.4
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• pp.25-42
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• 1998

In order to promote a foodservice professionally, the operator must carefully plan of enterprise goals and how to meet them. This is especially truth of foodservices in which both production and service aspects take place under one roof. In such a case, the foodservice operator sells products and services not just one. It is up to the foodservice operator to package the products and services in a manner that is most pleasing customers. The first stop here is to determine who the customers are and what hey want. The process of answering these questions and developing a program to meet the needs identified is called marketing. This study deals primarily with internal promotional concepts, in this study it is important to cover a few of the basic concepts of marketing as well. Thus this study is try to present the merchandising food. In this study, the merchandising food is based on training employees, planning special promotions, featuring special menu items, creating atmosphere, developing good public relations using promotional materials.

• Korean journal of food and cookery science
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• v.9 no.3
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• pp.247-256
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• 1993

This is a study on the types of foodservice system, the menu, the food price, and role of the dietitian through the survey conducted at 106 enterprise located in Seoul industrial foodservice. Which were evenly divided into two groups ; the white color and the blue color. The results are below ; 1. Most institutional foodservice was enterprise under direct management. The meal was usually supp- lied three times in a day for the blue color and one time in a day for the white color. 2. Non-selective menu was set for the two groups. Generally, food was purchased through middleman by a phone, and food was storaged in room temper;iture. 3. Level of the role of dietitian was very low at budget making. A survey of 34 kinds of documentation prepared by foodservice department showed 50 percent participation of the dietitian. Documentation on personnel administration for foodservice, kitchen ser- vice employees and official paper handling was made in greater volume for the blue color than white color. 4. Nutritional education of feeding groups was presented in most cases only for 50 percent of them once a month.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.21 no.3
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• pp.342-352
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• 2020

This study examines the effects of customer citizenship behavior and customer badness behavior on service employees' emotional dissonance and job burnout. To achieve this, a survey was empirically carried out to 338 foodservice employees. The overall findings were as follows. First, the customer citizenship behavior had a significant effect on the emotional dissonance of service employees. Second, the customer citizenship behavior had no significant effect on job burnout. Third, the customer badness behavior had a significant effect on the emotional dissonance. Fourth, the customer bad behavior had a significant effect on the job burnout. Fifth, the emotional dissonance had a significant effect on job burnout of service employees. These results confirmed the importance of customer citizenship behavior and customer badness behavior in the foodservice industry. This suggests that the customer badness behavior has a significant effect on the emotional dissonance and job burnout, leading to the deterioration of quality in the foodservice industry that pursues the unconditional suppression of service employees' emotion or customer-centered operating strategies. Therefore, strategic systemization is required in terms of promoting civil behavior on behalf of customers through positive interaction and induce contribution behavior through loyal service.

• Culinary science and hospitality research
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• v.23 no.3
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• pp.123-136
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• 2017

This study aims to understand the influence of employees' perceptions of organizational politics (POP) on organizational silence (OS) and turnover intention (TI) in the foodservice industry and to verify the moderating effects of departments (food & beverage and kitchen) in the relationship among the POP, OS, and TI. Based on a total of 313 useful samples obtained for the empirical research, this study reviewed the reliability and fitness of the research model and verified a total of 2 hypotheses using the AMOS program. The hypothesized relationships in the model were tested simultaneously by using a structural equation model(SEM). The proposed model provided an adequate fit for the data, $x^2=349.889$ (p<0.001), df=100, CMIN/DF=3.499, GFI=0.882, NFI=0.880, CFI=0.911, RMSEA=0.089. The model's fit, as indicated by these indexes, was deemed satisfactory, thus providing a good basis for testing the hypothesized paths. The results of SEM showed that foodservice employees' POP had positive impacts on the defensive silence (DS) and acquiescent silence (AS). In addition, DS and AS had a positive influence on TI. The department (food & beverage and kitchen) was found to have a partial moderating effect in the relationship between POP, OS, and TI. Based on the research findings, we discussed the practical implications and suggestions for the future research.