외식종사원의 조직시민행동이 고객지향성과 직무만족에 미치는 영향 -고객접촉시간의 조절효과를 중심으로- = The Effects of the Organizational Citizenship Behavior on Customer Orientation and Job Satisfaction of the Food Service Employees

다국어 초록 (Multilingual Abstract)

The purpose of this study is to research the effects of the organizational citizenship behaviors on customer orientation and job satisfaction of the food service employees. This paper proposes that there are positive relationships between organizational citizenship behaviors and customer orientation, customer orientation on job satisfaction. and those relationships are negatively moderated by customer contact time. To test the hypotheses proposed, data were collected from the employees of foodservice located in a Busan and Kyungnam. This study carried out literary research and empirical analysis. In literary research, this study examined previous studies related to concepts such as organizational citizenship behaviors, customer orientation and job satisfaction, and based on research. In empirical analysis, based on questionnaires answered by 164 foodservice employees, this study examined validity and reliability by using SPSS 15.0. Main results of this study are indicated below. First, the finding demonstrate that organizational citizenship behaviors has effect on customer orientation. Second, customer orientation has positive influence on job satisfaction. Third, the finding showed that customer contact time moderates the relationship between customer orientation and job satisfaction. Managerial contributions, limitation, and future research directions were discussed.

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