호텔식음료부서 종사원이 지각하는 조직지원인식이 심리적 안정감과 자발적 서비스행동에 미치는 영향

The Effects of Perceived Organizational Support on Psychological Stability and Voluntary Service Behavior by Employees of the Hotel's Food and Beverage Department

In the hotel industry, voluntary service behavior refers to the behavior that an employee voluntarily performs in excess of job requirements. Voluntary service behavior has a positive effect on the performance of the organization, improves customer satisfaction, and ultimately makes an important contribution to customer loyalty. The purpose of this study is to analyze the effect of organizational support on the psychological stability and voluntary service behavior of employees in the 5-star hotel food and beverage department. Six research hypotheses were presented through previous studies, a sense of stability and voluntary service behavior model of hotel companies was derived, and a final sample of 228 was secured for research verification. For statistics, SPSS 26.0 and AMOS 26.0 were used. As a result of the verification, Hypothesis 1 performance support and management support were found to have an effect on psychological stability, but educational support did not. Hypothesis 2 Education support was found to have an effect on voluntary service behavior, but performance support and management support did not. Hypothesis 3 Psychological stability influenced voluntary service behavior. These results have significance as a strategy to secure significant organizational competitiveness in the hotel industry.