외식업체 종사원 갈등지각수준이 서비스품질에 미치는 영향

• 영문명: The Effect of the Conflict Perception on Service Quality in Foodservice Industry
• 발행기관: 한국외식경영학회
• 저자명: 김옥란(Kim Oak Lan)
• 간행물 정보: 『외식경영연구』10권 4호, 275~293쪽, 전체 19쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2007.12.31

영문 초록

Foodservice industry which has the possibility of management efficiency caused by human resources. The finding of demonstration analyze in this study are following. It was demonstrated that communication-obstacle and competition against scare resources caused conflict in general. Regarding communication-obstacle, mostly cause of conflict, it is necessary that operation-flow through regular training and the system which could divide respectively group unit to enhance working efficiency through information-share. As well salary in service industry is generally lower that the other industry, that causes competition against scare resources. Therefore the system which employee could understand through clear management and objective standard regarding financial and positional compensation should be constructed. It is important that employee can have motivation by establishing management method such as reward. As a result, it is proved that a level of perception-conflict would influence service quality.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구모형과 조사설계

Ⅳ. 실증분석

Ⅴ. 결론

참고문헌

키워드

Human resource Employee Communication-obstacle Competition Perception-conflict Service quality