호텔기업에서의 직무존중, 조직시민행동 및 서비스품질간의 관계에 관한 연구

Job Esteem, Organizational Citizenship Behavior and Service Quality

Author examines the relationship between job-esteem and organizational citizenship behavior(OCB) for hotel industry. This study also observes the relationship between OCB and service quality. A total of 350 questionnaires from first-class luxurious hotels in Seoul, Taegu, and Kyoungbuk Province were processed using structural equation modeling procedures(LISREL). Research findings were that organizational citizenship behavior was significantly affected by job-esteem, organizational citizenship behavior and service quality. Also it was found that service delivery and participation was significantly affected by loyalty for the hotel.