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KMID : 0665420090240010058
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Korean Journal of Food Culture
2009 Volume.24 No. 1 p.58 ~ p.68
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A Study on the Influence of the Perception Employees of Contract Foodservice Management Companies have of Internal Marketing on Service Quality
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Lee Yeon-Jung
Lee Chun-Yong
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Abstract
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This study examines the impact of the perception that employees of contract foodservice management companies have of internal marketing on service quality. Questionnaires were delivered to 291 employees employed in foodservice management companies. High perception item of internal marketing was ’value of formula education program’ (3.36 points), whereas ’adequate allowance disbursement’ (2.62 points) and ’various vacation benefits’ (2.66 points) scored low. High service quality items for customers were ’kindness to customers’ (3.89 points) and ’willingness to help customers’ (3.89 points), whereas ’comprehension of customers’ special requests’ (3.63 point) and [’meeting customer expectations’] (3.64 points) scored low. The internal marketing conceived by employees of contract foodservice management companies has a positive influence on service quality. The most influential internal marketing variable to affect service quality was ’communication’ followed by ’education/environment’ and ’fringe benefits/[decisive] delegation’.
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KEYWORD
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contract foodservice, internal marketing, service delivery
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