호텔종사원의 통합적 사고가 직무-자기 효능감을 매개로 하여 주도적 서비스 행동에 미치는 영향

• 영문명: The Impact of the Hotel Employees’s Holistic Thinking on Proactive Customer Service Performance Mediated through Job Self-efficacy
• 발행기관: 관광경영학회
• 저자명: 정하봉 권용주
• 간행물 정보: 『관광경영연구』제23권 제7호, 451~482쪽, 전체 32쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2019.12.31

영문 초록

The dispositional and motivational variables to bring up proactive behaviors need to be extensively verified in the upscale hotel industry. This study aims to investigate the impact of holistic thinking on proactive service behaviors mediated through job self-efficacy. Holistic thinking includes causality, attitude towards contradiction, perception of change, and locus of attention. Focused on five star hotel industry, the relationships among lower variables of holistic thinking, job self-efficacy, proactive service behaviors have been hypothesized based on the existing literature. This study surveys the five star hotel employees via convenience sampling. The number of 271 cases was used for the analysis and the results were analyzed through structural equation modeling. The results firstly indicate that causality, perception of change, and locus of attention make a significantly positive influence on job self-efficacy whereas attitude towards contradiction does not. Secondly, every lower variable of holistic thinking does not make any significant impact on proactive service behaviors. Thirdly, job self-efficacy makes a significantly positive impact on proactive service behaviors. Finally, job self-efficacy fully mediates for the relationship between causality, perception of change, and locus of attention and proactive service behaviors whereas it does not make any mediating effect for the relationship between attitude towards contradiction and proactive service behaviors. How to develop proactive service behaviors has been discussed based on the study results.

목차

Ⅰ. 서 론

Ⅱ. 이론적 배경

Ⅲ. 연구 설계 및 조사방법

Ⅳ. 실증분석

Ⅴ. 결 론

참고문헌

키워드

Holistic Thinking Job Self Efficacy Proactivity Proactive Service Behavior