호텔서비스제공자의 셀프리더십이 서비스회복과 직무만족 및 서비스품질에 미치는 영향 = The Effects of Hotel Service Personnel"s Self-leadership on Service Recovery, Job Satisfaction and Service Quality

국문 초록 (Abstract)

  본 연구는 서비스실패상황에서 현장종업원의 내재적요소라 할 수 있는 셀프리더십이 서비스회복, 직무만족 그리고 호텔의 서비스품질 향상에 미치는 중요한 영향을 실증 조사하였다. 특급호텔 현장종업원을 대상으로 한 구조방정식 분석 결과 제시한 6개의 가설적 관계가 통계적으로 모두 유의한 것으로 나타났다. 본 연구에서 제안한 가설적 모델은 완전히 만족스러운 정도는 아니지만 적어도 수용 가능한 수준의 모델 적합도를 지니고 있는 것으로 나타났다. 마지막으로 직무만족과 서비스회복은 셀프리더십과 서비스품질간을 매개하는 것으로 나타났다.
  이러한 분석결과를 통해서 서비스조직이 서비스품질향상을 위해 서비스제공자의 행동적 측면만을 강조하기 보다는 직업에 대한 투철한 가치관을 형성시키고 심리적 요인들을 강화시킬 수 있는 셀프리더십에 관심을 기울여야 함을 이해할 수 있다. 그리고 셀프리더십과 이론적으로 그리고 실무적으로 그 중요성이 더해가는 서비스회복과의 유의한 관계를 새롭게 이해할 수 있었다.

다국어 초록 (Multilingual Abstract)

  This study investigated the effects of hotel service provider"s intrinsic factor(self-leadership) on service recovery, job satisfaction and service quality. The model was tested with a sample of hotel service providers by using structural equation modeling. The findings supported the effects of self-leadership and all structural path coefficients were significant. Further, job satisfaction and service recovery fully mediated the effects of self-leadership on service quality.
  The results of the present study demonstrate that service organizations need to focus on employee"s intrinsic factors such as self-leadership and self-efficacy. Thus, it provides new insights into the relationships among self-leadership, service recovery, job satisfaction and service quality. In sum, theocratical and practical implications on the self-leadership are proposed.

목차 (Table of Contents)

• 〈요약〉
  Ⅰ. 서론
  Ⅱ. 이론적 배경
  Ⅲ. 연구가설의 도출
  Ⅳ. 실증연구
  Ⅴ. 요약 및 결론
  참고문헌
  Abstract
  

참고문헌 (Reference)

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