The Causality Analysis of the Impact of A Hotel Chief’s Competency on Job Satisfaction and Customer Orientation : Focusing on Control Impact of Organization Concentration

The purpose of this study is to identify the structural influencing relationship of a hotel chief’s competency, job satisfaction and guest orientation. Moreover, this research tries to point out implication of effective human resource management, based on competency, to intensify job satisfaction and guest orientation, by verifying the influential relationship of job satisfaction between personal competency and guest orientation. To achieve those goals, as a result of substantiation analysis, a hotel chief’s personal competency, such as self-control, guest orientation, situation management and professionalism, has a positive impact on job satisfaction. However, it turned out that situation management has no positive influence on guest orientation. Lastly, the analysis indicated that organization concentration has control effect on job satisfaction and guest orientation.