호텔리어의 심리적 임파워먼트가 고객지향성에 미치는 영향에 관한 연구: 특1급 호텔 서비스 접점부서를 중심으로 (The study on how psychological empowerment of Hoteliercan influence on customer orientation: Focused on Customer Contact Service Division Department of Five-star Hotels)

서지정보

· 발행기관 : (사)한국관광레저학회
· 수록지 정보 : 관광레저연구 / 28권 / 4호 / 93 ~ 115페이지
· 저자명 : 임재희

초록

The purpose of study is to investigate the effects of employees' psychological empowerment on job satisfaction, organizational commitment and customer orientation. Moreover we would like to suggest the ideal ways to improve productivity through human resource management and to get competitive advantages for efficient management.
In order to achieve the purpose of this, we performed both literature review and empirical research. In total, 301 cases was surveyed and analysed from 13 deluxe hotels which are all located in Seoul and Kyunggido province.
The consequences of this research is presented as follows: First, psychological empowerment had an effect on job satisfaction, organizational commitment and customer orientation. Second, job satisfaction had an effect on organizational commitment and customer orientation. Third, organizational commitment had an effect on customer orientation. Fourth, psychological empowerment had an effect on customer orientation through mediating role of job satisfaction, organizational commitment. The implications and the further research directions are discussed

영어초록

The purpose of study is to investigate the effects of employees' psychological empowerment on job satisfaction, organizational commitment and customer orientation. Moreover we would like to suggest the ideal ways to improve productivity through human resource management and to get competitive advantages for efficient management.
In order to achieve the purpose of this, we performed both literature review and empirical research. In total, 301 cases was surveyed and analysed from 13 deluxe hotels which are all located in Seoul and Kyunggido province.
The consequences of this research is presented as follows: First, psychological empowerment had an effect on job satisfaction, organizational commitment and customer orientation. Second, job satisfaction had an effect on organizational commitment and customer orientation. Third, organizational commitment had an effect on customer orientation. Fourth, psychological empowerment had an effect on customer orientation through mediating role of job satisfaction, organizational commitment. The implications and the further research directions are discussed

참고자료

· 없음