Journal of the Korean Society of Food Culture (한국식생활문화학회지)

Korean Society of Food Culture (한국식생활문화학회)
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A Study on the Effects of The Relationship Characteristics Between Contracted Foodservice Companies and Its Client Companies to Relationship Quality and Long-Term Orientation

위탁급식사와 고객사 간의 관계특성이 관계의 질과 장기지향성에 미치는 영향

  • Ki, Eun-Heui (Graduate School of Tourism, Culinary Science and Food Service Management Major, KyungHee University) ;
  • Kim, Tae-Hee (Department of Food Service Management, KyungHee University) ;
  • Lee, Dug-Young (Department of Hotel Culinary Arts, JEI University)
  • 김은희 (경희대학교 관광대학원 조리외식경영학과) ;
  • 김태희 (경희대학교 외식산업학과) ;
  • 이덕영 (재능대학 호텔외식조리과)
  • Received : 2009.10.20
  • Accepted : 2010.05.28
  • Published : 2010.06.30
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Abstract

The objective of this study was to examine the effects of relationships between food service companies and their client companies by surveying employees working at cafeterias among a food service companies' client companies. For this purpose, previous research was reviewed, and confirmatory research was conducted using a questionnaire. In the questionnaire survey, the subjects were sampled through convenience sampling from the client companies of A Food Service Company, and 182 valid questionnaires were used in the analysis. The results of this study are summarized as follows. First, the characteristics of the relationship between the food service company and its client companies, which were reputation, communication, operation skill, and contact-point employees' service quality, had a significant effect on trust, and the effect was high in the order of contact-point employees' service quality, communication, operation skill, and reputation. Satisfaction was significantly affected by reputation, operation skill, and contact-point employee' service quality, but not by communication. The effect was high in the order of contact-point employees' service quality, reputation, and operation skill. In addition, reputation, communication, operation skill, and contact-point employees' service quality had a significant effect on long-term orientation, and the effects were high in the order of reputation, contact-point employees' service quality, communication, and operation skill. Second, with regard to the quality of relationships between a food service company and its client companies, trust had a significant effect on satisfaction. Third, among the factors related to the quality of relationships between the food service company and its client companies, trust and satisfaction had a significant effect on long-term orientation, and the effect of satisfaction was higher than that of trust. This study has scientific significance as one of only a few studies on factors affecting the long-term relationship between food service companies and their client companies, along with managerial implications that contact-point employees' capabilities are most important in service businesses, and thus efforts should be made at employing and educating them properly.

Keywords

References

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