호텔 종사원의 심리적 주인의식이 고객지향성에 미치는 영향- 직무만족의 매개효과를 중심으로 - = The Effect of Psychological Ownership on Customer Orientation of Hotel Employees` - Focused on the Mediating role of job satisfaction -

다국어 초록 (Multilingual Abstract)

The purpose of this study is to examine the effects of hotel employees`` psychological ownership on job satisfaction and customer orientation and the mediating effects of job satisfaction in the relationship between psychological ownership and customer orientation. The results of this study are summarized as follows. First, the effect of hotel employees`` psychological ownership on job satisfaction showed that psychological ownership has a statistically significant positive effect on job satisfaction. Second, the effect of hotel employees`` job satisfaction on customer orientation showed that job satisfaction has a statistically significant positive effect on customer orientation. Third, the effect of hotel employees`` psychological ownership on customer orientation showed that psychological ownership has a statistically significant positive effect on customer orientation. Fourth, the mediating effects of hotel employees`` job satisfaction in the relationship between their psychological ownership and their customer orientation showed that job satisfaction partially mediated in the relationship between their psychological ownership and customer orientation. In conclusion, as hotel employees`` psychological ownership has an effect on their job satisfaction and customer orientation, and their job satisfaction has an effect on their customer orientation, service companies such as hotels should develop strategies for human resource management based on the results of this study.

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