호텔현장종업원의 조직시민행동이 서비스회복노력에 미치는 영향에 관한 연구

• 영문명: The Effects of Hotel Customer-Contact Employee’s Organizational Citizenship Behavior on Service Recovery Performance
• 발행기관: 한국관광학회
• 저자명: 서문식 임상규 오창호
• 간행물 정보: 『관광학연구』제31권 제2호, 283~301쪽, 전체 19쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2007.04.30

영문 초록

Recently management and marketing fields in hotel industry have emphasized the management of service provider's behavior, especially, service recovery efforts. This study tests a model that uses service quality by service provider which is mediated by organizational citizenship behavior and service recovery. The model was tested with a sample of hotel customer contact employee by using structural equation modeling. The findings supported the significant effect of hotel service provider's organizational citizenship behavior on service recovery performance and all structural path coefficients were significant. Organizational citizenship behavior and service recovery also were also found mediated the effects of job satisfaction on service quality.

목차

I. 서론

II. 이론적 배경

III. 연구가설의 도출

IV. 실증연구

V. 요약 및 결론

참고문헌

키워드

조직시민행동 서비스회복노력 서비스품질 Organizational citizenship behavior Service recovery efforts Service quality