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논문 기본 정보

자료유형
학술저널
저자정보
저널정보
한국유통과학회 유통과학연구 유통과학연구 제15권 제5호
발행연도
2017.1
수록면
65 - 73 (9page)

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Purpose - The Service Level Agreement which has been used in the IT information communication industry to maintain the level of service supplied by a vendor has been adopted in the service industry surrounding the airliners and airports. Considering that service quality is dependent on attitude of employees who are responsible to provide service, it is very important to understand what kinds of effects SLA(service level agreement) has on the attitude when SLA is applied to the service industry. SLA is an agreement between management authority and service providing contractor to make sure that certain level of service quality should be provided. For employees whose responsibilities are providing the service, SLA has both positive effects and negative effects. Negative side is that employees have to follow many irrigating complicated rules. On the other hand, the attribute of rules is that once one is become accustomed to them one may feel comfortable doing repeated same kinds of works, which is positive side for the workers. Research design, data, and methodology – We analyzed whether the SLA has moderating effects while service providers’ job environment of outsourcing companies affects job satisfaction. Especially in the service industry, job satisfaction has great effects on productivity and efficiency. Results - The study results show the following. First, SLA has moderating effects while task performance environment affects treatment satisfaction. Second, SLA has moderating effects while task motivation environment affects treatment satisfaction. Third, SLA has moderating effects while physical work environment satisfaction affects treatment satisfaction. Fourth, on the other hand, the difficulties caused by SLA have moderating effects while the relationship among employees affects job dissatisfaction, which is negative side of SLA. From these results, we can tell that SLA has more positive moderating effects on treatment satisfaction on the whole. which results can be used to justify applying SLA to the service industry. Conclusions - In this study we analyzed the effects of SLA which have become more important in service industry nowadays on service providing employees. For managing side, the positive effects of SLA have to be emphasized while the negative effects should be avoided or minimized.
#SLA #Service Level Agreement) #Service Industry #Sub-contractor #Airport Outsourcing #Service Quality Level.

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참고문헌 (30)

참고문헌 신청
Baloch, Q. B. / 2014 / Determinants of job satisfaction and employees turnover intentions / Abasyn Journal of Social Sciences 7 (1) : 118 ~ 136 google schola Choi, I. S. / 2001 / A Study on variables influencing job satisfaction and job performance of social workers in public sector / Social Welfare Policy 13 : 273 ~ 301 google schola Hahn, B. H. / 1986 / Effects of frequency levels and perceived aims of supervision on supervisee's intrinsic motivation / Journal of social sciences 5 : 145 ~ 156 google schola Herzberg, F. / 1966 / Work and the nature of man / World Publishing Company google schola Kim, Y. R. / 2009 / A study on the causal relationship between job environment, job attitude, job stress, life satisfaction / Tax Accounting Research 24 : 127 ~ 148 google schola

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