한국조리학회지 (Culinary science and hospitality research)

  • 제22권8호
  • /
  • Pages.1-16
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  • 2016
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  • 2466-0752(pISSN)
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  • 2466-1023(eISSN)
한국조리학회 (Culinary Society of Korean Academy)
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외식업종사자의 서비스 수행에 대한 팀 신뢰 및 협력행동의 역할 - 팀워크 역량과 타부서 지원의 조절역할 -

The Role of Team Trust and Cooperative Behavior on Food-service Employees' Service Performance - The Moderating Role of Teamwork Competency and Other Department Support -

  • 김영중 (동국대학교 호텔관광경영학부) ;
  • 전병길 (동국대학교 호텔관광경영학부)
  • Kim, Youngjoong (Dept. of Hotel and Tourism Management, Dongguk University) ;
  • Chun, Byunggil (Dept. of Hotel and Tourism Management, Dongguk University)
  • 투고 : 2016.09.22
  • 심사 : 2016.12.23
  • 발행 : 2016.12.31
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초록

본 연구의 목적은 외식업종사자의 서비스 수행에 대한 팀 신뢰 및 협력행동의 효과와 팀 신뢰, 협력행동, 서비스 수행 간 관계에서 팀워크 역량 및 타부서 지원의 조절효과를 검증하는 것이다. 본 연구를 위하여 서울, 경기, 송도, 경주, 부산에 위치한 호텔과 외식업체에 근무하는 식음 조리 종사원 1,080명을 대상으로 설문조사를 실시하였고, 불성실한 응답을 제외하고, 841명의 자료를 통계분석에 사용하였다. 연구가설을 검증을 위하여 구조방정식모형 분석을 실시한 결과, 상사신뢰와 동료신뢰로 구성된 팀 신뢰는 외식업종사자들의 협력행동에 정적인 영향을 주는 것으로 나타났다. 또한 외식업종사자들의 협력행동은 그들이 인식하는 서비스 수행에 정적인 영향을 주는 것으로 나타났다. 즉, 팀 내 협력행동이 증가할수록 서비스 수행 수준이 높아지는 것으로 나타났다. 조절효과 분석결과, 외식업종사자의 팀 신뢰와 협력행동 간 관계에서 팀워크 역량의 조절효과가 나타나지 않은 반면, 협력행동과 서비스 수행 간 관계에서 타부서 지원의 조절효과가 밝혀졌다. 연구결과를 토대로 본 연구의 학문적 의의 및 실무적 시사점, 그리고 후속 연구에 대한 제언이 논의되었다.

The purpose of this study is to verify the effects of team trust and cooperative behavior on the food-service employees' perceived service performance as well as the moderating effects of team competency and other department support in the relationship among the team trust, cooperative behavior, and service performance of food-service employees. We conducted a survey of 1,080 food-service employees working in 8 hotels and 4 food-service stores located in Seoul, Gyeonggi, Song-do, Gyeongju, and Busan, and 841 food-service employees were employed for statistical analysis except unreliable responses. As a result of a SEM (structural equation modeling) analysis to confirm hypotheses, it was found that team trust (leader trust and co-worker trust) had a positive effect on the cooperative behavior. In addition, the cooperative behavior had a positive influence on the food-service employees' perceived service performance. Also found was the moderating effect of other department support in the relationship between the cooperative behavior and food-service employees' perceived service performance. Based on the research findings, we discussed its academic and practical implications, and suggestions on the future research.

키워드

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