호텔기업의 서비스혁신 성공요인이 직무몰입 및 서비스 제공 행동에 미치는 영향 -성격유형의 조절효과를 중심으로- = The Effect of Service Innovation Factors on Job Involvement and Service Provision Behavior in Hotel -Focusing on the Moderating Effect of Personality Type-

다국어 초록 (Multilingual Abstract)

This study is to define the main success factors for successful Service Innovation in hospitality industry, through the influence of Service Innovation Success Factors to Job Involvement of direct customer service division employee of hotel industry, and furthermore, by looking around the control effect by personal character types to the relationship between Service Innovation Success Factors and Job Involvement through reviewing the difference between A and B type characters, to provide effective manpower management data to achieve successful service providing in hotel industry. For the influence relationship of test factors, the following conclusions were drawn by regression analysis. First, the Service Innovation factors influencing to Job Involvement of employee were drawn. It was found that all sub factors of concept formation, Innovation oriented leadership, Innovative ambience of organization and Innovation support, gave positive and significant influence to Job Involvement. Second, Innovation support, a sub factor of Service Innovation Success factor, gave positive and significant influence to Service Provision Behavior, but no significant influence from Innovation oriented leadership and Innovative ambience of organization. Third, It was found that Job Involvement of employee gave positive and significant influence to Service Provision Behavior. Fourth, There was positive and significant difference according to the type of character to the influence of Innovation oriented leadership and Innovative ambience of organization to Job Involvement, but no significant difference according to the type of character from Innovative support.