호텔 종업원의 심리적 주인의식이 고객지향성에 미치는 영향에 관한 연구

A study on effect of psychological ownership on customer orientation: focused on moderating role of self-efficacy

High Performance Wok Organization Model suggests that human resource management is a bundle of practices increasing commitment, competence and chance to participate of employees. Based on literature review this study hypothesized the relationship between psychological ownership as proxy variable of commitment and customer orientation as proxy variable of performance. Also this study hypothesized the moderating role of self-efficacy as a proxy variable of competence. The results of empirical analysis with 313 employees of hotels are as follow. Organization-based psychological ownership is a significant predictor of customer orientation but job-based psychological ownership does not have significant effect on customer orientation. And self-efficacy is pure moderating variable between organization-based psychological ownership and customer orientation and between job-based psychological ownership and customer orientation. Therefore hotels should implement various activities to increase psychological ownership and self-efficacy to increase customer orientation. Despite of the implication this study has limitation of generalization.