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KCI우수등재 학술저널

심리적 임파워먼트가 직무만족과 고객지향성에 미치는 영향

서울 특급호텔 식음료부서를 중심으로

The purpose of this research was to examine the construct known as psychological empowerment as it was perceived by service encounter employees in food and beverage departments of the super deluxe hotels in Seoul. The model was tested using SPSS 12.0 and LISREL 8.72 based on a sample of 204 surveys which showed a 92% usable response rate. Factor analysis revealed a three-dimensional factor structure(meaning, competence, influence) for psychological empowerment. The results of empirical analysis showed as follows. 1) Three dimension of psychological empowerment have a significant effect on the customer orientation except competence. 2) Three dimension of psychological empowerment have a significant effect on the job satisfaction. 3) Job satisfaction has a significant effect on the customer orientation.

I. 서론

II. 이론적 배경

III. 연구의 가설과 방법

IV. 실증분석 및 결과

V. 결론

참고문헌

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