항공사 객실승무원의 다차원적 조직몰입이 고객지향성에 미치는 영향 연구

• 영문명: The Effects of Organizational Commitment of Flight Attendants on Customer Orientation
• 발행기관: 관광경영학회
• 저자명: 유정선
• 간행물 정보: 『관광경영연구』제22권 제2호, 209~231쪽, 전체 23쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2018.03.31

영문 초록

The purpose of this study was to investigate the relationship between Organizational Commitment and Customer Orientation of flight attendants. The self-Communication method was adopted to collect the data in August, 2016. A total of 200 questionnaires were completed but 182 data were statistically analyzed by utilizing SPSS Version 18.0 and Amos Version 18.0 statistics. Factor and Confirmatory Factor Analysis were conducted. Path Analysis were followed to verify the relationship between independent and dependent variables. It was found as follows: First, Organizational Commitment is consisted with Affective Commitment, Normative Commitment and Continuance Commitment. Also Customer Orientation is consisted with Voluntary Customer Orientation, and Business Customer Orientation. Secondly, regarding the relationship between Organizational Commitment and Voluntary Customer Orientation, both Affective Commitment and Normative Commitment positively affect Voluntary Customer Orientation. However Continuance Commitment negatively affect Business Customer Orientation. Thirdly, regarding the relationship between Organizational Commitment and Business Customer Orientation, only Affective Commitment positively affect Business Customer Orientation. Based on those results, the contribution, limitation, and some of recommendation for the future research have been suggested.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

III. 연구설계

IV. 분석결과

V. 결론

참고문헌

키워드

Organizational Commitment Affective Commitment Normative Commitment Continuance Commitment Customer Orientation