본문 바로가기
HOME> 논문 > 논문 검색상세

논문 상세정보

리더십과 서비스품질의 관계에 대한 연구
The relationship between leadership and service quality

안관영   (상지대학교 경영학과UU0000668  );
  • 초록

    As the family's revenue and the preference for the quality of life increase, outdoor food and meal industry is rapidly growing up in Korea. Thus employee's service quality is much more necessary in this industry This paper reviews the relationship between the leadership and the service quality. Samples collected from restaurant employee were 571 cases and were analyzed to test the relationship between the leadership factors and the service quality factors. Statistical results showed that the leadership influences to the tangibility and the empathy among service quality factors more than to other factors. And the transformational leadership style is more effective than transactional leadership style.


  • 주제어

    service quality .   transformational leadership .   transactional leadership .   restaurant .   sex.  

  • 참고문헌 (27)

    1. Brossoit; Understanding employee empowerment in the workplace: exploring the relationships between transformational leadership, employee perceptions of empowerment, and key work outcomes, A dissertation of Claremont Graduate University, 2001 
    2. Deming, E. W.; Improvement of quality and productivity through action by management, National Productivity Review, 1(1), 12-22, 1981-1982 
    3. Price, J. L. & Mueller, C. W.; Absenteeism and Turnover of Hospital Employees, Greenwich, CT : JAI Press, 1986 
    4. Teas, R. K.; 'Expectation as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment', Journal of Marketing, 58, 132-139, 1994 
    5. Bass, B. M., From Transactional to Transformational Leadership; 'Learning to Share to Vision', Organizational Dynamics, 18(3) winter, 22, 1990 
    6. 서창적,권영훈; 'LogiPERF를 활용한 소비재 물류 서비스 품질 측정에 관한 연구', 서비스경영학회지, 3(1), 197-219, 2002 
    7. Bass, B. M.; Leadership and Performance Beyond Expectations, Free Press, 1985 
    8. Lashley, C.; 'Empowerment through involvement: a case study of TGI Fridays restaurants', Personnel Review, 29(6), 791-815, 1999 
    9. Eagly, A. H.; Sex Differences in Social Behavior: A Social Role Interpretation, Hillsdale, NJ: Lawrence Erlbaum Associates, 1987 
    10. Iacobucci, D., and A. Ostrom; 'Gender Differences in the Impact of Core and Relational Aspects of Services on the Evaluation of Service Encounters', Journal of Consumer Psychology, 2(3), 257-286, 1993 
    11. Li, L. X.; 'Relationship Between Determinants of Hospital Quality Management and Service Quality Performance-a Path Analytical Model', Omega, Intl. J. Mgmt Sci., 25(5), 535-545, 1997 
    12. Klous, P. G.; 'Quality Phenomenon: The Conceptual Understanding of Quality in Face to Face Service Encounter', in J. A. Czepiel, et al.(eds.); Managing Employee/ Customer Interaction in Service Business, Lexington Books, 1985 
    13. Trice, H. M., and J. M. Beyer; 'Charisma and Its Routinization in Two Social Movement Organizations', Research in Organization Behavior, Greenwich, CT:JAI Press, 113-164, 1986 
    14. Cronin, Jr., J. J., and S. A. Taylor; 'Measuring Service Quality: A Reexamination and Extension', Journal of Marketing, 56, 55-68, 1992 
    15. Garvin, D. A.; Managing Quality: The Strategic and Competitive Edge, The Free Press, 1988 
    16. Tichy, N. M. & M. A Devanna; 'The Transformational Leadership', Training and Development Journal, July, 27-32, 1986 
    17. Waldman, D. A., and Bernard M. Bass; 'Adding to Leader and Follower Transactions : The Augmenting Effect of Transformational Leadership', School of Management, SUNY at Binghamton, Working paper 86-109, 1986 
    18. Cohen, J, and P. Cohen; Applied multiple regression/correlation analysis for the behavioral science, Hillsdale, New Jersey: Laerence Erlbaum Associates, 1983 
    19. Brown, T. J., Churchill, G. A. and Peter, J. P.; 'Improving the measurement of service quality,' Journal of Retailing, 69, 127-139, 1993 
    20. Tansky, J. W.; 'Justice and Organizational Citizenship Behavior: What is the Relationship?', Employee Responsibility and Rights Journal, 6(3), 195-207, 1993 
    21. Babakus, E., and Boller, G. W.; 'An empirical assessment of the SERVQUAL scale,' Journal of Business Research, 24, 253-268, 1992 
    22. Burns, J. M.; Leadership, New York: Harper and Row, 1978 
    23. Parasuraman, A., V. A. Zeithaml, and L. L. Berry; 'SERVQUAL : A Multi-Item Scale for Measuring Consumer Perception of Service Quality', Journal of Retailing, 64, 13-30, 1988 
    24. Pulkkinen, L.; 'Female and Male Personality Styles: A Typological Developmental Analysis', Journal of Personality and Social Psychology, 70, 1288-1306, 1996 
    25. Feigenbaum, A. V.; Total Quality Control: Engineering and Management, McGraw-Hill, New York, 1983 
    26. Bass, B. M., B. J. Avolio, and L. Goodheim, Quantitative Description of World-Class Industrial, Political and Military Leaders, School of Management, SUNY at BingHamton, Working paper 84-76, 12, 1985 
    27. Pittle, R. D.; 'Product Quality: Who decides it?', Proceedings of the 30th Annual Conference of the American Council of Consumer Interest, Atlanta, Georgia, 1984 

 저자의 다른 논문

  • 안관영 (81)

    1. 1992 "조직규모(組織規模)에 따른 이직과정(離職過程)에 대한 실증적(實證的) 고찰(考察)" 經營學硏究 = Korean management review 5 (): 185~214    
    2. 1996 "중소기업의 기술혁신에 관한 연구 : 종업원의 현장참여를 중심으로" 공업경영학회지 = Journal of the Society of Korea Industrial and Systems Engineering 19 (40): 119~136    
    3. 1996 "직능자격제도의 도입과 운용방안에 대한 연구" 공업경영학회지 = Journal of the Society of Korea Industrial and Systems Engineering 19 (37): 153~170    
    4. 1997 "조직문화와 점진적혁신활동 관계에 대한 실증적 고찰: 개인적특성을 중심으로" 經營學硏究 = Korean management review 10 (): 233~253    
    5. 1997 "직무특성과 자발적이직에 대한 실증적 고찰: 구성원의 기능성을 중심으로" 공업경영학회지 = Journal of the Society of Korea Industrial and Systems Engineering 20 (41): 61~78    
    6. 1997 "조직문화와 이직 관계에 대한 실증적 고찰: 개인특성의 조절효과를 중심으로" 공업경영학회지 = Journal of the Society of Korea Industrial and Systems Engineering 20 (44): 343~356    
    7. 1998 "공무원의 리더십유형과 조직시민행동에 관한 연구: 충북지역 지방자치단체를 중심으로" 品質經營學會誌 = Journal of the Korean Society for Quality Management 26 (3): 108~129    
    8. 1998 "리더십과 조직시민행동에 대한 연구: 집권화와 공식화의 조절효과를 중심으로" 공업경영학회지 = Journal of the Society of Korea Industrial and Systems Engineering 21 (47): 11~23    
    9. 1999 "직무특성과 조직시민행동간의 관계에 대한 재직기간과 성취욕구의 조절효과에 관한 연구" 산학경영연구 = Korean business review 12 (): 161~187    
    10. 2002 "조직공정성과 서비스품질의 관계 및 성, 재직기간의 조절효과" 品質經營學會誌 = Journal of the Korean Society for Quality Management 30 (3): 1~19    

 활용도 분석

  • 상세보기

    amChart 영역
  • 원문보기

    amChart 영역

원문보기

무료다운로드
유료다운로드

유료 다운로드의 경우 해당 사이트의 정책에 따라 신규 회원가입, 로그인, 유료 구매 등이 필요할 수 있습니다. 해당 사이트에서 발생하는 귀하의 모든 정보활동은 NDSL의 서비스 정책과 무관합니다.

원문복사신청을 하시면, 일부 해외 인쇄학술지의 경우 외국학술지지원센터(FRIC)에서
무료 원문복사 서비스를 제공합니다.

NDSL에서는 해당 원문을 복사서비스하고 있습니다. 위의 원문복사신청 또는 장바구니 담기를 통하여 원문복사서비스 이용이 가능합니다.

이 논문과 함께 출판된 논문 + 더보기