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리더쉽과 서비스품질의 관계에 대한 연구

The relationship between leadership and service quality

안관영
한국산업경영시스템학회 (KOREAN SOCIETY OF INDUSTRIAL AND SYSTEMS ENGINEERING)|2004.03|한국산업경영시스템학회지 (Journal of Korean Society of Industrial and Systems Engineering)|제27권 제1호|pp. 15-23

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참고문헌

주제분류산업공학

초록

Abstract

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.

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