Journal of the Korean Operations Research and Management Science Society (한국경영과학회지)

The Korean Operations Research and Management Science Society (한국경영과학회)
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The Effects of Servicescape and Service Process Quality on Employee and Customer Satisfaction : An Empirical Investigation of the Golf Course Business in Korea

서비스 환경품질과 과정품질이 종업원만족과 고객만족에 미치는 영향에 관한 실증적 연구 : 한국 골프장 산업을 중심으로

  • 임재풍 (고려대학교 경영대학 경영학과) ;
  • 이윤숙 (고려대학교 경영대학 경영학과) ;
  • 박명섭 (고려대학교 경영대학 경영학과) ;
  • 신호정 (고려대학교 경영대학 경영학과)
  • Published : 2009.12.31
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Abstract

In a service process, the customer typically experiences two types of interactions; one is interaction with the physical ambiance (servicescape) and the other is with employees who may be responsible for the service process quality. The literature in general supports that process quality is a critical determinant for overall service quality and customer satisfaction. In this paper, we primarily examine how the servicescape intervenes the association between process quality and employee/customer satisfaction. The proposed models are tested. using the data collected from the major golf courses in Korea. The results suggest that improving process quality and servicescape have a positive influence on employee/customer satisfaction directly and/or indirectly, but the effect of servicescape may be stronger in the case of golf course businesses. Servicescape also contributes to improving process quality by enhancing employee satisfaction. These results collectively indicate that management emphasis on improving service quality without renovating physical surroundings may results in unsatisfactory outcome.

Keywords

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