서비스 환경품질과 과정품질이 종업원만족과 고객만족에 미치는 영향에 관한 실증적 연구: 한국 골프장 산업을 중심으로The Effects of Servicescape and Service Process Quality on Employee and Customer Satisfaction:An Empirical Investigation of the Golf Course Business in Korea
- Other Titles
- The Effects of Servicescape and Service Process Quality on Employee and Customer Satisfaction:An Empirical Investigation of the Golf Course Business in Korea
- Authors
- 임재풍; 이윤숙; 박명섭; 신호정
- Issue Date
- 2009
- Publisher
- 한국경영과학회
- Keywords
- Servicescape; Process Quality; Employee Satisfaction; Job Satisfaction; Customer Satisfaction; Structural Equation Modeling; Servicescape; Process Quality; Employee Satisfaction; Job Satisfaction; Customer Satisfaction; Structural Equation Modeling
- Citation
- 한국경영과학회지, v.34, no.4, pp.165 - 183
- Indexed
- KCI
- Journal Title
- 한국경영과학회지
- Volume
- 34
- Number
- 4
- Start Page
- 165
- End Page
- 183
- URI
- https://scholar.korea.ac.kr/handle/2021.sw.korea/121036
- ISSN
- 1225-1119
- Abstract
- In a service process, the customer typically experiences two types of interactions; one is interaction with the physical ambiance (servicescape) and the other is with employees who may be responsible for the service process quality. The literature in general supports that process quality is a critical determinant for overall service quality and customer satisfaction. In this paper, we primarily examine how the servicescape intervenes the association between process quality and employee/customer satisfaction. The proposed models are tested, using the data collected from the major golf courses in Korea. The results suggest that improving process quality and servicescape have a positive influence on employee/customer satisfaction directly and/or indirectly, but the effect of servicescape may be stronger in the case of golf course businesses. Servicescape also contributes to improving process quality by enhancing employee satisfaction. These results collectively indicate that management emphasis on improving service quality without renovating physical surroundings may results in unsatisfactory outcome.
- Files in This Item
- There are no files associated with this item.
- Appears in
Collections - Korea University Business School > Department of Business Administration > 1. Journal Articles
Items in ScholarWorks are protected by copyright, with all rights reserved, unless otherwise indicated.