외식기업 서비스종사원의 성격요인이 조직시민행동과 고객지향성에 미치는 영향

다국어 초록 (Multilingual Abstract)

This paper investigated the effects of employee`s personality on organizational citizenship behavior (OCB) and customer orientation in service business. Based on the literature search about personality, OCB and customer orientation, this study conducted a survey to total 207 service employees who engage in food service business. The findings of the research are as follows. First, service employee`s personality consists of neuroticism, extroversion, agreeableness, conscientiousness and intelligence. Second, service employee`s OCB is affected by intelligence, agreeableness, conscientiousness and extroversion of a service employee. Third, service employee`s extroversion, agreeableness, conscientiousness and intelligence positively affect service employee`s customer orientation, and service employee`s neuroticism negatively affect service employee`s customer orientation, Fourth, service employee`s customer orientation is affected by employee`s OCB, The findings of this research shows that service employee`s personality affects OCB and customer orientation.

참고문헌 (Reference)

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