호텔기업의 사회적 책임, 조직신뢰 및 조직성과 간의 구조적 관계

다국어 초록 (Multilingual Abstract)

ABSTRACT

A Structural Relation of Corporate Social Responsibility to Organizational Trust and Performance
in Hotel Industry

Kim, Jihoe
Department of Hotel and
Tourism Management
Sejong University

The purpose of this study is to identify the relationship between organizational trust, performance, and corporate social responsibility in hotel industry. This study further investigated effects of organizational performance of social responsibility on hotels, which are part of hospitality industry where its member’s satisfaction is directly linked to the quality of its final products.
To achieve such goals, in this study, theoretical structures of social responsibility defined by other researchers have been reorganized, and the research model and hypotheses were formed based on preceding studies about organizational trust and organizational commitment.
Data were collected from employees of five-star hotels through a survey in the form of a questionnaire. 315 samples out of collected 360 were considered valid and analyzed.
A descriptive analysis was used on corporate social responsibility, organizational trust, organizational commitment, and organizational citizenship behavior through theoretical consideration. Measurement scales, which designed through a confirmatory factor analysis on each variable, were tested for their validity.
Prior to hypotheses examination, which were formed in accordance with the research model and theoretical background, a modified model was tested for its feasibility through a structural equation model. Overall, indices were shown to meet the fit index and it was found feasible. Hence, the hypotheses were examined through the modified model.
The study found that social responsibility performed by hotel corporations had some positive effects on their employees. Hotels’ economic responsibility activities can enhance employee confidence and so do philanthropic responsibility activities. However, hotels’ legal and ethical responsibility had no effect on employee confidence.
Second, hotel corporate social responsibility activities had partial effect on organization commitment, a performance variable. As hotels perform more and more economic responsibility, their members’ affective commitment can decline. Legal responsibility and ethical responsibility activities do have positive effect on the level of affective and normative commitment. However, public donation or contribution had no effect on them.
Third, hotels’ social responsibility activities had mixed effect – positive or negative – on organizational citizenship behavior depending on its factors. As hotels endeavor more to perform economic responsibility, their members’ work-devoted behavior and sportsmanship were negatively affected. However, legal responsibility, ethical responsibility, and philanthropic responsibility had positive effect on work-devoted behavior and sportsmanship.
Fourth, employee’s confidence rate in its hotel improves the level of organizational commitment. Moreover, organizational trust had some positive effect on organizational citizenship behavior. Employee’s affective commitment and normative commitment levels were shown to increase as its confidence level grew and so did the work-devoted behavior. However, it had no effect on sportsmanship.
Fifth, organizational commitment had partial effect on organizational citizenship behavior. Increase in the normative commitment level influenced positively on work-devoted behavior and sportsmanship. However, the level of affective commitment did not have any effect.
Sixth, mediating effects of organizational trust between hotels’ social responsibility and organizational performance was clearly demonstrated.
Finally, in the relationship between hotels’ social responsibility and organizational performance, as a result of studies on the differences between male and female employees, disparities were found between the two groups. Employees’ gender had moderating effect on the relationship between the factors.
The results of this study demonstrated direct and indirect effects between hotels’ social responsibility and organizational performance, which had never been dealt with in any previous research. It was found that four specific internal factors all distinctively influenced organizational trust and organizational performance. It was also proven that hotel employees’ confidence level in their organization was an important variable, which serves as a mediator between social responsibility and organizational performance.

목차 (Table of Contents)

• 제1장 서 론 = 1
• 제1절 문제의 제기 = 1
• 제2절 연구의 목적 = 5
• 제3절 연구의 방법과 범위 = 6
• 제4절 연구의 구성 = 7
• 제2장 이론적 배경 = 9
• 제1절 기업의 사회적 책임 = 9
• 1.기업의 사회적 책임 개념 = 9
• 2.기업의 사회적 책임의 발전 배경 및 단계 = 16
• 3.기업의 사회적 책임에 관한 선행 연구 = 21
• 4.환대기업의 사회적 책임에 관한 선행연구 = 26
• 제2절 조직신뢰 = 27
• 1.신뢰 = 27
• 2.조직신뢰 = 33
• 제3절 조직성과 = 36
• 1.조직몰입 = 37
• 2.조직시민행동 = 43
• 제4절 구성개념간의 관계 = 49
• 1.기업의 사회적 책임과 조직신뢰의 관계 = 49
• 2.조직신뢰와 조직성과의 관계 = 51
• 3.기업의 사회적 책임과 조직성과의 관계 = 57
• 제3장 연구 설계 = 61
• 제1절 연구모형 및 연구가설 = 61
• 1.연구모형 = 61
• 2.연구가설의 설정 = 62
• 제2절 조사설계 = 67
• 1.표본설계 = 67
• 2.변수의 조작적 정의 = 68
• 3.설문서 구성 = 71
• 4.분석방법 = 74
• 제4장 실증분석의 결과 및 요약 = 75
• 제1절 표본의 일반적 특성 = 75
• 1.응답자의 인구통계학적 특성에 관한 빈도 분석 = 75
• 제2절 가설검증을 위한 예비분석 = 78
• 1.연구변수의 기술분석 = 78
• 2.연구변수의 신뢰성 및 타당성 검증 = 83
• 3.연구개념의 집중타당성과 판별타당성 = 90
• 제3절 연구가설의 검증 = 93
• 1.연구 모형에 대한 적합도 검증 = 93
• 2.가설의 검증 = 95
• 3.가설검증의 요약 = 103
• 제4절 추가분석 = 106
• 1.차이검정 = 106
• 2.집단 간 모형의 차이검정 = 110
• 제5장 결론 = 113
• 제1절 연구의 요약 및 시사점 = 113
• 1.연구의 요약 = 113
• 2.연구의 시사점 = 116
• 제2절 연구의 한계 및 제언 = 121
• 참고문헌 = 124
• 설문서 = 140
• Abstract = 143

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