외식기업 조직내 공정성에 따른 고객지향 서비스 수행

• 영문명: The Employee's Service Performance Influence of the Procedural Justice in the Family Restaurant
• 발행기관: 한국외식경영학회
• 저자명: 박혜영(Hye young Park) 윤지연(Ji hyun Yun) 손대현(De hyun Sohn)
• 간행물 정보: 『외식경영연구』3권 2호, 125~147쪽, 전체 22쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2000.12.31

영문 초록

Change of life makes eating-out behaviors as a leisure. With development of human and material service, family restaurant is becoming one of the most remarkable in the food for customers who have variable demand, differentiated service is truly needed. This paper was written on the assumption the the more higher agreeable communicable, the more affectionable to the employee's job service performnce. The objects of this paper is to examine the influence of the employee's service performance on the procedural justice in the family restaurant. The findings are at first, judging from the relationship of the commrade in the family restaurants, the trust in the peer group of in there is related to the positive on the prompt service delivery of the employees, and the higher solidarity is consolidatable the more careful employees are for their appearance and delievered their service fastly. And then, if the commrades could work together closly, complaints that are broken down in the organization arranged amicably, the level of service would be consistent and cooperate share the job skills. The second, juding from the relationship of the hierarchical organization, about the troubles that occur the job process, the boss is trying to work out and be interested in that, they are punctual to the time of service, the more interested in that the more the promptitude and customization of employees to the varieties from the customer will be agil. The third, judging from the procedural process, if the opportunity of job promotion will be fair in the all of the employee, and their suggestin to the job process absorted in the boss, they serve it to them promptly and be prepared with the brochures and menu plates and ammenities. And then, when the policy of organization is fair, the shrewdness of their service performance is objected positive to the viewpoint of all angles. The findings have important implications for the F&B managers in hotels and them in the foodservice industry.

목차

Ⅰ. 서론

Ⅱ. 선행연구의 고찰 및 연구가설

Ⅲ. 연구의 방법

Ⅳ. 조사결과 및 분석

Ⅴ. 결론 및 제언

참고문헌

Abstract

키워드

procedural justice service quality customized service performance organizatinal effecitivity