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The effect of servicescape of exhibition and convention facilities in Korea and China on service orientation, job satisfaction, and organizational commitment

조상희|Souphinh Vongphachanh|노희경
한국마케팅과학회 (Korean Scholars of Marketing Science)|2018.03|Journal of Global Scholars of Marketing Science(마케팅과학연구) (全球营销科学学报)|제28권 제2호|pp. 182-196|DOI https://doi.org/10.1080/21639159.2018.1436978

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참고문헌

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job satisfactionorganizational commitmentServicescapeservice orientation工作满意度组织承诺exhibition and convention服务场景服务导向展览和会议
주제분류경영학

초록

This study analyzes the effect of the servicescape components of exhibition and convention facilities on the service orientation, job satisfaction, and organizational commitment of employees in Korea and China. First, the results show that air-conditioned environment, functionality, and space accessibility have a signifi cant eff ect on the relationship between servicescape and service orientation. However, esthetic impression and safety have no signifi cant eff ect. Second, service orientation has a signifi cant eff ect on job satisfaction and organizational commitment, but job satisfaction has no signifi cant eff ect on organizational commitment. Third, when comparing Korea and China, the air-conditioned environment was controlled only on the Chinese side, but not estheticism. Functionality, safety, and space accessibility have a moderate eff ect only on the Korean side. In addition, the relationship between service orientation, job satisfaction, and organizational commitment shows moderate eff ects in both Korea and China, and job satisfaction and organizational commitment did not show any control eff ect. The study results suggest some servicescape factors that should be complemented to improve the service orientation of employees in exhibition and convention facilities in Korea and China. Furthermore, the results confi rm that service orientation relates to job satisfaction and organizational commitment in both Korea and China .

Abstract

This study analyzes the effect of the servicescape components of exhibition and convention facilities on the service orientation, job satisfaction, and organizational commitment of employees in Korea and China. First, the results show that air-conditioned environment, functionality, and space accessibility have a signifi cant eff ect on the relationship between servicescape and service orientation. However, esthetic impression and safety have no signifi cant eff ect. Second, service orientation has a signifi cant eff ect on job satisfaction and organizational commitment, but job satisfaction has no signifi cant eff ect on organizational commitment. Third, when comparing Korea and China, the air-conditioned environment was controlled only on the Chinese side, but not estheticism. Functionality, safety, and space accessibility have a moderate eff ect only on the Korean side. In addition, the relationship between service orientation, job satisfaction, and organizational commitment shows moderate eff ects in both Korea and China, and job satisfaction and organizational commitment did not show any control eff ect. The study results suggest some servicescape factors that should be complemented to improve the service orientation of employees in exhibition and convention facilities in Korea and China. Furthermore, the results confi rm that service orientation relates to job satisfaction and organizational commitment in both Korea and China .

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