서비스 직원의 직무 만족도가 서비스 품질에 미치는 영향 : 산업 평균 서비스 품질의 조절효과를 중심으로 = The Effect of Service Employees' Job Satisfaction on Service Quality :Focusing on the Moderating Effect of Industry Average Service Quality

다국어 초록 (Multilingual Abstract)

High-quality service is a competitive advantage and a core competency pursued by all companies. In particular, the moment when the customer faces the service provider and receives the service is called “Truth of Moment” and is being studied as an important factor in determining customer performance. In this context, this study aims to analyze the effect of service staff's job satisfaction on service quality, and to explore the role of industry average service quality in moderating this effect. For the empirical analysis, job satisfaction data of employees were collected from Job Planet, and service quality data was utilized in the Korean Service Quality Index (KSQI) customer contact sector index of Korea Management Association Consulting. Job Planet data and KSQI data were integrated into three-year data of 74 companies. 7,755 data were analyzed by multilevel regression analysis. As a result of the analysis, it was found that the job satisfaction of service personnel had a positive effect on service quality, and the higher the industry average service quality, the stronger this relationship.