The Relationships among Empowerment, Organizational Support, Service Recovery, and Performance: The Case of Food Service Industry (임파워먼트, 조직지원, 서비스회복 및 조직성과의 관계: 외식업을 대상으로)

Younghwa Kim (김영화)

The Relationships among Empowerment, Organizational Support, Service Recovery, and Performance: The Case of Food Service Industry

Journal of Tourism Sciences
Abbr : JTS
2007, 31(4), pp.367-386
Publisher : The Tourism Sciences Society Of Korea
Research Area : Social Science > Tourism

Younghwa Kim ¹

¹우송대학교

Accredited

ABSTRACT

The purpose of this article is to find means to maximize service recovery process and performance by studying how empowerment and organizational support affect service recovery(adaptive recovery and proactive recovery) and performance in the food service industry. A total of 324 samples were collected through questionnaires which were taken by employees in food service industry. To verify hypotheses covariance structure analysis was used.The results can be summarized as follows: First, the result indicates that empowerment has positive effect on proactive recovery, but dose not have significant effect on adaptive recovery. Second, organizational support have positive effects on both adaptive recovery and proactive recovery. Third, adaptive recovery has positive effect on performance, but proactive recovery does not have significant effect on performance.핵심용어(Key words):임파워먼트(empowerment), 조직지원(organizational support), 서비스회복(service recovery), 조직성과

KEYWORDS

no data found.

Citation status

* References for papers published after 2023 are currently being built.

[journal] 강종헌 / 2003 / Evaluating the Causal Relationships among Organizational Support, Organizational Commitment, Job Satisfaction, and Service Quality in the Hotel F & B Department / 한국식품조리과학회지 / 한국식품조리과학회 19(2) : 155~164

[journal] 곽원섭 / 2001 / 고객접점 종업원에 대한 조직지원과 서비스수행의 관계 / 한국심리학회지 : 산업 및 조직 14(2) : 95~114

[journal] 김영화 / 2005 / A Study of the Service Recovery Strategies, Satisfaction and Loyalty according to the Service Failure′s Types: A CIT Approach / 호텔관광연구 / 한국호텔관광학회 7(2) : 64~81

[journal] 김의근 / 2007 / Influence of Relational Commitment of Food service Franchising on Management Performance, Franchisee Satisfactions and Re-contract / 관광학연구 / 한국관광학회 31(1) : 289~310

[journal] 민병준 / 2004 / 호텔조직의 팀임파워먼트가 비재무적 직무성과에 미치는 영향에 관한 연구 / 호텔관광연구 6(1) : 115~133

[journal] 백종철 / 2002 / The Influence of Leadership Patterns on Empowerment and Organizational Commitment of Workers Hotel / 관광학연구 / 한국관광학회 26(1) : 73~95

[journal] 서문식 / 2005 / A Study on Influencing Factor of Hotel Service r’s Service Recovery and Job Satisfaction / 관광학연구 / 한국관광학회 29(3) : 45~66

[journal] 윤성욱 / 2004 / Effects of Service Recovery Types on Customer Relationships : Critical Incidents in Restaurant Services / 소비자학연구 / 한국소비자학회 15(1) : 135~158

[journal] 이상희 / 2005 / The Effects of Empowerment on Job Satisfaction and Organizational Commitment / 관광연구저널 / 한국관광연구학회 19(3) : 95~108

[journal] 이정실 / 2004 / The Relationship among Organizational Communication, Perceived Organizational Support, Organizational Commitment, and Job Satisfaction for F&B Employee of the Hotel / 관광레저연구 / (사)한국관광레저학회 16(3) : 227~247

[journal] 이학식 / 1999 / 서비스품질과 서비스가치 / 한국마케팅저널 1(2) : 77~99

[journal] Ashill, N. J. / 2005 / Antecedents and outcomes of service recovery performance in a public health-care environment / Journal of Service Marketing 19(5) : 293~308

[journal] Babakus, E. / 2003 / The effect of management commitment to service quality on employees’ affective and performance outcomes / Journal of the Academy of Marketing Science 20(10) : 1~15

[journal] Bateman, T. S. / 1999 / Proactive behavior : meaning, impact, recommendations / Business Horizons 42(3) : 63~70

[journal] Boshoff, C. / 1997 / An experimental study of service recovery options / International Journal of Service Industry Management 8(2) : 110~130

[journal] Boshoff, C. / 2000 / The influence of selected antecedents on frontline staff’s perceptions of service recovery performance / International Journal of Service Industry Management 11(1) : 63~90

[journal] Brown, S. W. / 2000 / Practicing best-in-class service recovery / Marketing Management 9(2) : 8~9

[journal] Carson, P. P. / 1998 / Does empowerment translate into action? An examination of service recovery initiatives / Journal of Quality Management 3(1) : 133~148

[journal] Chebat, J. C. / 2000 / The impact of empowerment on customer contact employees’ roles in service organizations / Journal of Service Research 3(1) : 217~229

[journal] Chebat, J. C. / 2005 / How emotions mediate the effects of perceived justice on loyalty in service recovery situations : An empirical study / Journal of Business Research 58(5) : 664~673

[journal] Day, G. S. / 1988 / Assessing advan : A framework for diagnosing competitive superiority / Journal of Marketing 52 : 1~20

[journal] Eisenberger, R. / 1986 / Perceived organizational support / Journal of Applied Psychology 71(3) : 500~507

[journal] Fan, X. / 2004 / Modeling and simulating human teamwork behaviors using intelligent agents / Physics of Life Reviews 1 : 173~201

[journal] Hancer, M. / 2003 / Psychological empowerment of non-supervisory employees working in full-service restaurants / Hospitality Management 22 : 3~16

[journal] Hartline, M. D. / 1996 / The management of customer-contact service employees : An empirical investigation / Journal of Marketing 60(4) : 52~70

[journal] Hau-siu Chow, I. / 2005 / The impact of developmental experience, empowerment, and organizational support on catering service staff performance / Hospitality Management

[journal] Hochwarter, W. A. / 2003 / Perceived organizational support as a mediator of the relationship between politics perceptions and work outcomes / Journal of Vocational Behavior 63 : 438~456

[journal] Hocutt, M. A. / 1997 / The impact of perceived justice on customer satisfaction and intention to complain in a service recovery / Advances in Consumer Research 24 : 457~463

[journal] Jong, A. / 2004 / Adaptive versus proactive behavior in service recovery : The role of self-managing teams / Decision Sciences 35(3) : 457~491

[journal] Kelley, S. W. / 1993 / A typology of retail failures and recoveries / Journal of Retailing 69(4) : 429~452

[journal] Kirkman, B. L. / 1999 / Beyond self-management: Antecedents and consequences of team empowerment / Academy of Management Journal 42(1) : 58~74

[journal] Lashley, C. / 1995 / Towards an understanding of employee empowerment in hospitality services / International Journal of Comtemporary Hospitality Management 7(1) : 27~32

[journal] Lau, C. M. / 2005 / Financial and nonfinancial performance measures : How do they affect job satisfaction? / The British Accounting Review 37 : 389~413

[journal] Maxham III, J. G. / 2002 / Modeling customer perceptions of complaint handling over time : The effects of perceived justice on satisfaction and intent / Journal of Retailing 78 : 239~252

[journal] Pitt, L. F. / 2002 / Proactive behavior and industryal salesforce performance / Industrial Marketing Management 31 : 639~644

[journal] Spiro, R. L. / 1990 / Adaptive selling : Conceptualization, measurement, and nomological validity / Journal of Marketing Research 27(1) : 61~69

[journal] Spreitzer, G. M. / 1995 / Individual empowerment in the workplace : Dimension, measurement, and validation / Academy of Management Journal 38(5) : 1442~1465

[book] Wellins, R. S. / 1991 / Empowered teams: Creating self-directed work groups that improve quality, productivity, and participation / Jossey-Bass

[journal] Williams, K. A. / 1999 / Teamwork in Emergency Medical Service / Air Medical Journal 18(4) : 149~153

[journal] Yavas, U. / 2003 / Antecedents and outcomes of service recovery performance : An empirical study of front-line employees in Turkish banks / International Journal of Bank Marketing 21(5) : 255~265

KJCKorea
Journal Central

Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7