Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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The Relationship between Organizational Justice and Service Quality, and Moderating Effects of Sex and Tenure

조직공정성과 서비스품질의 관계 및 성, 재직기간의 조절효과

  • Published : 2002.09.01
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Abstract

Greenberg(1990) suggested that organizational justice research may potentially explain many organizational behavior outcome variables. One example of nontraditional job behavior is service quality, for it is part of the spontaneous and innovative behaviors noted by Katz(1964). The first purpose of this research is to test the effects of organizational justice on service quality, and the second purpose is to test the moderating effects of sex and tenure on the relationships between organizational justice and service quality According to statistical analysis, only interactional justice had an impact on service quality. Also the results of moderating regression analysis showed that short term employees were more sensitive to distributive justice than long term employees. This result means short term employees are more interested In incentive system than long term employees.

Keywords

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