호텔 종사원의 직무만족과 고객지향성의 영향관계에서 사회적 유능성의 조절효과

• 영문명: The Effect of Job Satisfaction on Customer Orientation of Hotel employees: A Focus on the Moderating effect of Social Competence
• 발행기관: 한국관광학회
• 저자명: 金東洙 徐光烈
• 간행물 정보: 『관광학연구』제35권 제2호, 315~336쪽, 전체 22쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2011.03.31

영문 초록

This study was to examine the effect of job satisfaction on customer orientation among hotel employees. Particularly it focused on testing the moderating effect of social competence in the relationship between job satisfaction and customer orientation. Data were collected from 446 hotel employees of five star hotels in Seoul on March 2009. Results of a exploratory factor analysis identified four underlying dimensions of job satisfaction; relationship with superiors and co-workers, promotion and wages, job itself, motivation. It also identified three underlying dimensions of social competence; leadership, sensitiveness and decisiveness. Result of regression analysis showed that there were significant relationships between each dimension of the job satisfaction and the customer orientation. Furthermore, results empirically supported the moderating effect of social competence in the relationship between job satisfaction and customer orientation. Practical implications and limitations of this study were also discussed.

목차

Ⅰ. 서론

Ⅱ. 이론적 고찰

Ⅲ. 조사설계

Ⅳ. 실증분석

Ⅴ. 결론 및 시사점

참고문헌

키워드

직무만족 고객지향성 사회적 유능성 Job satisfaction Customer orientation Social competence