호텔 서비스 접점 직원의 직무만족 및 고객지향성의 선행요인

Antecedent Factors of Employee's Job Satisfaction and Customer Orientation in Hotel Service Encounter: Perceived Organizational Support vs. Person-Organization Fit.

The purpose of this study was to examine which construct between perceived organizational support(POS) and person-organization fit(POF) is more effective on the employee's job satisfaction(JS) and customer orientation(CO) in hotel service encounter. For this purpose, we hypothesized based on literature review. A valid sample of 307 employees, from 13 five-star hotels in Seoul, Korea, was used to test the hypotheses of this study. The hypotheses were tested by estimating three structural equation model, and the results are following as: (1) POS and POF on JS were significant in each independent model. (2) However, the effects of POS on JS were not significant in the combined model which was to estimate with POS and POF together. (3) No matter what POF was calculated with POS together, the effects of POF on JS and CO were still significant. The results of this study contributed to organizational behavior literatures and successful human resource management in hotel companies.