지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술대회자료
- 저자정보
- 발행연도
- 2011.5
- 수록면
- 156 - 177 (22page)
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초록· 키워드
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The food service franchises endlessly pouring out in the market are aiming many efforts to meet the level of rapidly changing customers" various needs. As the kinds of food service franchise services become diverse, they attempt to continue to develop with the aim of constructing their own system, educating their employees and improving customer satisfaction.
This study was conducted to investigate how the characteristics of the system for the food service franchise head office to provide affects the improvement of satisfaction of the employee, internal customer and how the leadership of branch manager of the store affects the improvement of employees" satisfaction. And it attempted to investigate how employee satisfaction affects service quality.
This study set the managerial characteristics of the food service franchise system and the leadership of the branch manager as independent variable and internal customer satisfaction as the mediating variable and attempted to investigate the relationship between them and dependent variable such as service quality.
The results of empirical analysis showed that the managerial characteristics of the food service franchise system such as communication and menu development had a positive effect on internal customer satisfaction and that the transactional leadership and transformative leadership of the branch manager had a positive effect on internal customer satisfaction.
And it was found that internal customer satisfaction had a positive effect on the tangibles, reliability, responsiveness and assurance of service quality. Endlessly increasing food service franchises are the task to be continually studied, and it is thought that more active and diverse studies should be conducted in the future than they are at present.
Finally, it is expected that to elicit more meaningful findings, future studies will be conducted by more concretely linking with the contents related to the difference in awareness of service quality between part-timer and regular employee, the difference in satisfaction level according to the years of service and age, the difference in satisfaction level according to annual salary and the like in the future.
This study was conducted to investigate how the characteristics of the system for the food service franchise head office to provide affects the improvement of satisfaction of the employee, internal customer and how the leadership of branch manager of the store affects the improvement of employees" satisfaction. And it attempted to investigate how employee satisfaction affects service quality.
This study set the managerial characteristics of the food service franchise system and the leadership of the branch manager as independent variable and internal customer satisfaction as the mediating variable and attempted to investigate the relationship between them and dependent variable such as service quality.
The results of empirical analysis showed that the managerial characteristics of the food service franchise system such as communication and menu development had a positive effect on internal customer satisfaction and that the transactional leadership and transformative leadership of the branch manager had a positive effect on internal customer satisfaction.
And it was found that internal customer satisfaction had a positive effect on the tangibles, reliability, responsiveness and assurance of service quality. Endlessly increasing food service franchises are the task to be continually studied, and it is thought that more active and diverse studies should be conducted in the future than they are at present.
Finally, it is expected that to elicit more meaningful findings, future studies will be conducted by more concretely linking with the contents related to the difference in awareness of service quality between part-timer and regular employee, the difference in satisfaction level according to the years of service and age, the difference in satisfaction level according to annual salary and the like in the future.
목차
Abstract
Ⅰ. 서론
Ⅱ. 이론적 배경과 가설
Ⅲ. 연구모형 및 분석 결과
Ⅳ. 결론
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