CAJ | 학술논문

文章对57家酒店的167个服务团队进行了一次实证研究，探讨酒店的组织公平性氛围和服务氛围与旅客的投诉次数之间的关系。数据分析结果表明，酒店的组织公平性氛围与服务氛围存在显著的正相关关系，酒店的服务氛围与团队的服务质量存在显著的正相关关系，团队的服务质量与旅客的投诉次数存在显著的负相关关系，酒店的服务氛围中介了组织公平性氛围与团队服务质量之间的正相关关系；团队的服务质量是酒店的服务氛围与旅客投诉次数之间的中介变量。
문장대57가주점적167개복무단대진행료일차실증연구，탐토주점적조직공평성분위화복무분위여여객적투소차수지간적관계。수거분석결과표명，주점적조직공평성분위여복무분위존재현저적정상관관계，주점적복무분위여단대적복무질량존재현저적정상관관계，단대적복무질량여여객적투소차수존재현저적부상관관계，주점적복무분위중개료조직공평성분위여단대복무질량지간적정상관관계；단대적복무질량시주점적복무분위여여객투소차수지간적중개변량。
Service climate refers to the shared employee perceptions of the practices, procedures, and behaviors that get rewarded, supported and expected with regard to service quality and customer satisfaction. Research both at home and abroad has found in many empirical studies a positive relationship between service climate and service quality and/or customer satisfaction. However, in the present literature, most researchers examine the positive impacts of service climate on emplees＇ work attitude, behavior, service quality, and customer satisfaction, but there is a dearth of studies investigating the important role of service climate in reducing service errors and the event rate of customer complaints. In the present research, the author focuses on the impacts of organizational justice climate and service climate on team service quality and customer complaint in the hospitality industry to enrich the theoretical literature of service climate by applying hierarchical generalized linear modeling （HGLM）. The author designed the survey instruments after a review of the literature, and a qualitative study, collected data from 1233 front line employees and 59 managers of 59 economic class hotels of Jinjiang Inns with convenient sampling. The author asked the employees of the three service teams （front desk, food and beverage, and housekeeping） to evaluate organizational justice climate and service climate, and the managers to evaluate the team service quality. The number of customer complaints for each team in a period of six months was derived from the hotel＇ s record of customer complaints. Matched data from 167 teams of 57 hotels after deleting missing data were aggregated to the hotel level with justification, i.e. , the sample size for level 1 is 167, and 57 for level 2. The result of HGLM analysis indicates that organizational justice climate is positively related to service climate, which is positively related to service quality of the teams, service quality of the teams is negatively related to the event rate of customer complaints. The author has also found that service climate mediates the positive relationship between organizational justice climate and team service quality, and team service quality is the mediator of service climate and the event rate of customer complaints. Service quality is the determining factor of marketing effectiveness and financial gains of the service firms. The service firms should improve service quality continuously, and do their best to provide flawless service to the customers. Though organizational justice climate is not related directly to service quality of the teams in the present study, it is positively related to service climate, which is positively related to service quality and negatively related to the event rate of customer complaints at the team level. Therefore, if the hotels treat the employees fairly to increase their shared perceptions of service climate, the employees will treat the customers fairly as well, deliver better service to the customers, decrease the rate of service errors and customer complaints.