변혁적리더십과 서번트리더십이 직무만족, 조직몰입, 서비스품질 및 고객만족에 미치는 영향

다국어 초록 (Multilingual Abstract)

The purpose of this study was to empirically determine the relationship between the hotel managers` leadership and internal and external customer satisfaction. 522 data were collected from the food and beverage department employees of one casino hotel in Kangwon province and six deluxe hotels in Seoul. Results showed that transformational leadership had a significant effect on employee satisfaction, and service quality, yet did not influence organizational commitment. Servant leadership had also a significant effect onemployee satisfaction, yet had no significant effect on organizational commitment and service quality. These organizational status might be influenced by an organizational behavior which had a normative characteristics. Especially, the servant leadership might not be applied to Korean hotel employees. Therefore, the servant leadership training should be reinforced to employees and managers in Korean hotel industry. We also found that employee satisfaction had a significant effect on organizational commitment; organizational commitment had a significant effect on service quality; service quality had a significant effect on customer satisfaction (Heskett et al. , 1994; Kim, 2014). However, as a result of identification of indirect effect, transformational leadership had a significant effect on organizational commitment, and servant leadership also had a significant effect on organizational commitment. Therefore, we have to consider the indirect effect of employee satisfaction. The last hypothesis(comparison between casino hotel and general hotel) was partially supported by the impact difference of the relationship between organizational commitment and service quality. Finally, the study`s contributions and implications for theory and practice, limitations, and suggestions for future research were discussed.