호텔 관리자의 서번트 리더십이 종사원의 임파워먼트와 고객지향성에 미치는 영향에 관한 연구

다국어 초록 (Multilingual Abstract)

Hotel business depends on human resources. This labor-oriented industry gets goals through the interaction of members of hotel organization. It has the characteristics of service industry which needs the creativity and decision of employees in the course of offering service to customers. These days when various demands of members come out and inner and outer conditions of hotel organization are dynamic, the role of hotel manager has been paid more attention to than any other time. Especially, the desirable hospitality service of employees is an important factor for customers, employees and managers, so the leadership of managers is very important to establish this relation. To adapt management environment to sudden change, managers should have proper leadership to members of organization in getting the goal of organization.
This study suggested the model about the influence among antecedent: servant leadership of hotel manager, mediation factor: Empowerment of Hotel employee, and result factor: Customer Orientation, and examined mutual concerns among these factors through empirical analysis. Also, this study suggested the method controlling human resources and organizational effectiveness to activate management on the base of analysis result.
To get the objective of study, this study confirmed the validity of measuring parameters of servant leadership, empowerment, and customer orientation through preceding research and confirmatory factor analysis, and examined the measurement of structural equation model and the hypothesis. SPSS 12.0 and AMOS 4.0 programs were used to analyze.

Suggestions from the result analyzed in this study are followings.
First, measuring variables, which were turned out by experts and literatures study on servant leadership of hotel manager, empowerment, customer orientation were removed, when lacking in factor loadings and commonness. So it was proven that there were validity and conformity in factors analysis with the removed measuring variables. This study showed that measuring variables which were removed or used in the study would be able to be used as a measuring variables in future research.
Second, servant leadership of hotel manager had an meaningful effect on empowerment, customer orientation.
Third, the result of difference analysis of servant leadership of hotel manager among each group according to gender, age, department, career and salary had meaningful difference.

Based on the suggestions of the result of the study, what were methods to raise empowerment and customer orientation were followings.
First, the conversion to new paradigm for leadership of hotel manager was needed. That is, the recognition of human, who was most important resources, need to be changed.
Second, the differentiated control was needed, according to personal characters and departments of organization.
Third, in leading hotel employees, the activation through persuasion and treatment with attention and sympathy to them was needed more than compulsory directions.
Finally, the reformation of organizational culture in hotel was needed to maximize the influence of servant leadership.

목차 (Table of Contents)

• 제 1 장 서 론 1
• 제 1 절 문제의 제기 및 연구의 목적 1
• 1.문제의 제기 1
• 2. 연구의 목적 3
• 제 2 절 연구의 방법 및 범위 5
• 1. 연구의 방법 5
• 2. 연구의 범위 6
• 제 2 장 이론적 배경 8
• 제1절 서번트 리더십에 대한 이론적 고찰 8
• 1. 리더십의 개념적 정의 8
• 2. 리더십 이론의 발전과 유형 11
• 3. 서번트 리더십(servant leadership) 14
• 제 2 절 임파워먼트에 관한 이론적 고찰 22
• 1. 임파워먼트의 형성배경 22
• 2. 임파워먼트의 개념 25
• 3. 임파워먼트의 중요성 33
• 4. 임파워먼트와 타 개념과의 관계 36
• 제 3 절 고객지향성에 관한 이론적 고찰 40
• 1. 고객지향성의 개념 40
• 2. 고객지향성의 영향요인 43
• 3. 고객지향성의 분류 46
• 제 3 장 연구의 설계 51
• 제 1 절 연구모형 및 가설설정 51
• 1. 연구모형의 설정 51
• 2. 가설설정 52
• 제 2 절 조사설계 55
• 1. 변수의 조작적 정의와 측정방법 55
• 2. 설문지의 구성 57
• 제 4 장 실증분석 및 결과 59
• 제 1 절 조사대상자의 일반적 특성 59
• 제 2 절 측정변수의 타당성 및 신뢰도 검증 60
• 1. 서번트 리더십의 타당성 및 신뢰도 검증 61
• 2. 임파워먼트의 타당성 및 신뢰도 검증 64
• 3. 고객지향성의 타당성 및 신뢰도 검증 65
• 제 3 절 가설의 검증 66
• 1. 각 변수간 상관관계 66
• 2. 가설의 검증 및 요약 67
• 제 5 장 결론 및 시사점 80
• 제 1 절 연구의 결론 80
• 제 2 절 연구의 시사점 및 한계점 82
• 1. 연구의 시사점 82
• 2. 연구의 한계점 84
• 참 고 문 헌 85
• 설 문 지 90
• Abstract 96