Effect Of Restaurant Employee's Psychological Ownership On Perceived Serivce Quality

In the study, a psychological ownership suggested by Pierce et al in 1991 at the first time was recognized as'a psychological status that an individual feels an possessive object as his/her possessions'and not an official ownership, but an unofficial ownership that psychologically experience a ownership, namely a concept of a psychological ownership was adapted on restaurant employees in the study. The study is to seek to find factors to affect a psychological ownership in an organization and to find how a psychological ownership affects service quality perceived by restaurant employees. In the study, job characteristics (opportunities of job training, job discretions, routine job), organizational characteristics (organizational supports, leader's supports, stabilized employment, participant Service) perceived by employees, as factors to affect a psychological ownership on organization were chosen. The results of a psychological ownership are chosen by employee's positive attitudes and perceived service quality of restaurants as a result of behaviors, and detail factors that belong to service quality are classified to customer satisfaction, concentrating on Tangibles, Reliability, Responsiveness, Assurance, Empathy. In the study, an questionnaire method was implemented to employees who are working at hotel restaurants, family restaurants, and tourism restaurants located in Seoul and Gyeonggi areas and the results were analyzed by utilizing SPSS 13.0The followings are an abstract of results acquired from the study.First, according to factors of job characteristics perceived by employees, it's found that a psychological ownership on organizations was affected differently. It is found that opportunities of job training and job discretions perceived, in a high degree, by employees increased a psychological ownership on organizations, while perceived routine job decreased a psychological ownership on organizations not significantly in the statistics. Second, organizational characteristics (organizational supports, leader's supports stabilized employment, participant Service) perceived, in a high degree, by employees increased a psychological ownership on organizations. Third, It's found that a psychological ownership differently affected service quality perceived by restaurant employees according to the detail factors. Higher restaurant employee's a psychological ownership is, more significantly(+), in the statistics, affect customer satisfaction, concentrating on Tangibles, Reliability, Responsiveness, Assurance, Empathy。Forth, Study design, including research methods, questionnaire design, evaluation of restaurant's service quality, the design and questionnaire data collection and description of the composition. Questionnaire survey and data analysis based on the results, the depth of the psychological theory has established psychological ownership of the quality of service of the theoretical framework and research hypothesis And to study the design of the main content.Fifth part are Survey and Analysis. Including psychological ownership of the Korean restaurant industry questionnaire reliability and validity analysis, causal analysis, demographic analysis. By the conclusion this research, analyzed and summarized, and concluded with research, focusing on the Korean restaurant industry enterprise quality of service, made some inspiration for improvement and innovation of the research described and limitations of the recommendations of the study and the follow-up. Part sixth Conclusions and Outlook, main contents are Including conclusions of the study and Strategies.The main inspiration and research limitations and future prospects. Highlights the results of this study And want to come up through the conclusion of the paper, restaurant industry in Korea will give some simple suggestions to improve the psychological ownership of the employees and increase business related economic benefits. This study also there are many deficiencies in the study had limited circumstances, to give some light on the outlook for the future.