문화관광해설사의 서비스지향성이 직무만족, 조직몰입과 친사회적 행동에 미치는 영향 (The Effects of Service Orientation on Job Satisfaction, Organizational Commitment, and Pro-social behaviors of Cultural Tourism Commentators)

서지정보

· 발행기관 : (사)한국관광레저학회
· 수록지 정보 : 관광레저연구 / 31권 / 8호 / 59 ~ 79페이지
· 저자명 : 남중헌

초록

This study examines the effects of organizational service orientation on job satisfaction, organizational commitment, and pro-social behaviors of cultural tourism commentators. First of all, the research shows that the sub-factors of service orientation such as service standard communication, service leadership, and service technology have a significant positive effect on task satisfaction while tourist hospitality does not. Secondly, service standard communication has a significant positive effect on organizational immersion, but not on tourist hospitality, service leadership or service technology. Thirdly, service technology has a significant positive effect on regulatory role activities, but not on tourist hospitality, service standard communication or service leadership. In addition, the research supports the hypothesis that service standard communication, service leadership and service technology would have a significant positive effect on non-regulatory role activities, but rejects the hypothesis that tourist response would have a significant positive effect on non-regulatory roles. Fourthly, the study also finds that task satisfaction does not have a significant positive effect on regulatory and non-regulatory behaviors. Lastly, organizational imme rsion has a positive effect on the regulated and non-regulated role actions.

영어초록

This study examines the effects of organizational service orientation on job satisfaction, organizational commitment, and pro-social behaviors of cultural tourism commentators. First of all, the research shows that the sub-factors of service orientation such as service standard communication, service leadership, and service technology have a significant positive effect on task satisfaction while tourist hospitality does not. Secondly, service standard communication has a significant positive effect on organizational immersion, but not on tourist hospitality, service leadership or service technology. Thirdly, service technology has a significant positive effect on regulatory role activities, but not on tourist hospitality, service standard communication or service leadership. In addition, the research supports the hypothesis that service standard communication, service leadership and service technology would have a significant positive effect on non-regulatory role activities, but rejects the hypothesis that tourist response would have a significant positive effect on non-regulatory roles. Fourthly, the study also finds that task satisfaction does not have a significant positive effect on regulatory and non-regulatory behaviors. Lastly, organizational imme rsion has a positive effect on the regulated and non-regulated role actions.

참고자료

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