호텔 대고객접점 종업원의 개인-직무 적합성이 고객지향성에 미치는 영향에 관한 연구

A study on effect of person-job fit on customer orientation of encounting employees of hotels: focused on moderating role of self-efficacy

Schneider’s ASA model implies that person-job fit is one of the most important factor which HRM should consider to improve performance. And based on the nature of inseparability of service customer orientation is viewed as a proxy variable of performance of service industry including hotel. The purpose of this study is to testify the effect of personal-job fit on customer orientation and moderating role of self-efficacy. Based on the previous studies this study hypothesized that 1) person-job fit increases customer orientation and 2) the effect of person-job fit on customer orientation is moderated by self-efficacy. The results of empirical analysis with 203 employees of hotels are as follow. Personal-job fit has positive effect on customer orientation and the effect is moderated by self-efficacy. Literature reviews and empirical analysis of this study suggest that hotel should implement various activities like training programs, career management and employee survey to improve person-job fit. And to increase self-efficacy of service-providing employees systematic human resource management activities like delegation and empowerment need to be considered.