심리적 임파워먼트가 직무만족과 고객지향성에 미치는 영향

• 영문명: The Influence of Psychological Empowerment on Job Satisfaction and Customer Orientation: Focused on the F&B Dept’ of the Super Deluxe Hotels in Seoul
• 발행기관: 한국관광학회
• 저자명: 채신석
• 간행물 정보: 『관광학연구』제31권 제5호, 181~202쪽, 전체 22쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2007.10.31

영문 초록

The purpose of this research was to examine the construct known as psychological empowerment as it was perceived by service encounter employees in food and beverage departments of the super deluxe hotels in Seoul. The model was tested using SPSS 12.0 and LISREL 8.72 based on a sample of 204 surveys which showed a 92% usable response rate. Factor analysis revealed a three-dimensional factor structure(meaning, competence, influence) for psychological empowerment. The results of empirical analysis showed as follows. 1) Three dimension of psychological empowerment have a significant effect on the customer orientation except competence. 2) Three dimension of psychological empowerment have a significant effect on the job satisfaction. 3) Job satisfaction has a significant effect on the customer orientation.

목차

I. 서론

II. 이론적 배경

III. 연구의 가설과 방법

IV. 실증분석 및 결과

V. 결론

참고문헌

키워드

서비스접점 직무만족 심리적 임파워먼트 고객지향성 식음료부 Service encounter Job satisfaction Psychological empowerment Customer orientation Food & beverage department