서비스종사원의 성격특성요인과 인상관리행동이 고객지향성에 미치는 영향 = Effect of the Service Provider`s Big-Five Personality Model and Impression Management Behaviors on the Customer Orientation

다국어 초록 (Multilingual Abstract)

The purpose of this study is to research the effects of the service provider`s Big-Five personality model and impression management behaviors on customer orientation. As well as to identify the intervening role of burnout and self-esteem between impression management behaviors and customer orientation. In order to achieve the research objectives, first of all literature review was carried and next empirical research and analysis was conducted. For empirical research, this study surveyed 300 service employees who work at food-service business. The statistic data was analyzed by frequency analysis, factor analysis, reliability analysis and regression analysis using the SPSS 19.0 program. The result of the empirical analysis is summarized as follows: First, the service person`spersonality (extraversion, neuroticism, agreeableness, conscientiousness) has a positive effects on impression management. Second, the initiative impression management behaviors have a positive effects on burnout. Third, the service person`s impression management behaviors has a positive effects on self-esteem. Lastly, the service person`s burnout have a negative effect on customer orientation and the service person`s self-esteem have a positive effect on customer orientation.