중저가호텔 종사원의 서비스 실패 귀인과 직무만족, 조직몰입의 관계 연구

A Study on the Relationship between service failure and Job Satisfaction and Organizational Commitment in Budget Hotel

This study examines effects of service failure on job satisfaction or organizational commitment of staff of a budget hotel . The study conclusively states that causes of service failure have strong impacts on job satisfaction and organizational commitment of staff of a budget hotel. The conclusion is drawn from the fact that budget hotel's quality of service is relatively low compared to that of five star hotels due to service standards and organization’s framework of business. This causes instability to a professional’s abilities. Further, it is found in the study that job satisfaction has strong impacts on organizational commitment. Especially, if a staff judges that a failure is due to his fault (responsibility / attribution), his job satisfaction and Organizational Committment tend to considerably rise.