원문정보
The relationship between boundary spanning behaviors and service quality, and the moderating effect of gender in outdoor-food franchising system
초록
영어
This paper reviewed the relationship between boundary spanning behaviors and service quality, and the moderating effect of gender. Based on the responses from 204 employees in outdoor-food franchising system, hierarchical regression analysis showed that service delivery has positive relationships with all service quality factors, and external representation and internal influence have partly positive relationship with them. Gender appeared to have partly moderating effect on the relationship between only internal influence and service quality.
목차
1. 문제제기 및 연구목적
2. 이론적 배경
2.1 서비스품질의 개념 및 구성요소
2.2 영역초월행동과 서비스품질
3. 연구설계
3.1 자료수집 및 분석방법
3.2 설문구성 및 변수측정
4. 조사결과의 분석
4.1 상관관계분석
4.2 영역초월행동과 서비스품질의 관계 및
5. 결론 및 제언
6. 참고문헌