서비스 종업원의 심리적 임파워먼트와 직무만족 및 고객지향성간의 관계에 관한 연구

• 영문명: Relationship Between Employee Empowerment, Job Satisfaction and Customer-Oriented Behavior
• 발행기관: 한국관광학회
• 저자명: 김유경 서문식 김상훈
• 간행물 정보: 『관광학연구』제31권 제6호, 179~200쪽, 전체 22쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2007.12.31

영문 초록

This article is to suggest psychological empowerment as an influential factor to recognize service employees’ organizational identification and self-esteem and consider relationship between them; to examine relationship among employees’ organizational identification, self-esteem, and job satisfaction; and to consider relationship between their job satisfaction and customer-oriented behaviors. According to the results, meaning and self-determination positively affected organizational identification while competence and impact had no positive effect on organizational identification. Second, meaning, competence, self-determination, and impact affected self-esteem. Finally meaning and self-determination positively affected emotional attachment. Fourth, emotional attachment and self-esteem positively affected job satisfaction, which then had a significantly positive effect on customer-orientation.

목차

I. 서론

II. 이론적 배경

III. 연구가설 및 연구모형

IV. 연구방법

V. 연구가설 검정

VI. 결론

참고문헌

키워드

심리적 임파워먼트 조직 동일시 자아 존중감 감정적 애착 직무만족 고객지향행동 Psychological empowerment Organizational identification Self-esteem Emotional attachment Job satisfaction Customer-orientation behavior