호텔관리자의 감성리더십이 조직구성원의 직무만족, 조직몰입 및 고객지향성에 미치는 영향 : 제주지역 특1급 호텔을 중심으로

다국어 초록 (Multilingual Abstract)

The purpose of this study is to examine whether hotel manager's emotional leadership has effect on job satisfaction, organizational commitment and customer orientation. In addition, this study attempted to give directions of leadership how to gain competitive human resources and keep them.
It makes five hypotheses to achieve the purpose of this study.
First, the emotional leadership of the hotel manager will affect the job satisfaction of the hotel employees. Second the emotional leadership of the hotel manager will affect the organizational commitment of the hotel employees. Third the job satisfaction of the hotel employees will affect the customer orientation. Forth the organizational commitment of the hotel employees will affect the customer orientation. Fifth the emotional leadership of the hotel manager will affect the customer orientation by the hotel employees. Moreover, the job satisfaction and organizational commitment also will generate a mediator effect in between the emotional leadership and the customer orientation. The methodology of this study is based upon surveys. The survey were performed six of super deluxe hotels in Jeju from September 20th to September 29th. Out of 400 questionnaires from the survey, 322 questionnaires were used empirical analysis.
Collected data is analyzed by utilizing SPSS(v.18.0) program, statistical package for social science. In addition, it conducted a frequency analysis to find out the general features of the surveyed respondents and a factorial analysis to verify the validity and reliability of the observed variable. Finally, it conducted the multiple regression analysis to analyze the effect of the emotional leadership on the job satisfaction, the organizational commitment, and the customer orientation.
The results are listed below.
Firstly, a review of the effect of emotional leadership on job satisfaction reveals that staffs who more gain emotional leadership can feel high job satisfaction and it also confirms that relationship management, one of the main components of emotional leadership, is the most effect on job satisfaction. Second, the results examined for the effect of the hotel employee’s perceived emotional leadership of manager on the organizational commitment, if they have higher satisfaction of emotional leadership, employees of organizational commitment much higher. Third, the results examined for the effect of job satisfaction on the customer orientation of the hotel employees, if they have higher job satisfaction, customer service much higher. Fourth, the results examined for the effect of hotel employees' organizational commitment on customer orientation, if they have higher organizational commitment, customer orientation much higher. Fifth, the results examined for the effect of the hotel employee’s perceived emotional leadership of manager on customer orientation, if they have higher satisfaction of emotional leadership, employees of customer orientation much higher. Finally, result of mediating effect of the employees' job satisfaction and organizational commitment in the relationship between emotional leadership and customer orientation, hotel employees have job satisfaction and trust in organization to achieve their goals, they have mediating role to increase the customer orientation.
The major findings of this study are followings.
First, we can be found that emotional leadership of hotel manager is very important for effecting to employees' job satisfaction and organizational commitment, and customer orientation. Therefore, when the managers choose, it needs to diversify ways of arrangement of manager who has emotional competence through evaluation of emotional intelligence and leadership skills. In addition, it is necessary to develop programs for emotional competence of manager. Second, due to the fact that relationship management skills have the major impact on employees, when the hotel manager operate the organization, they should be understand feelings and grievances of their subordinates. And then they should be communicated through praise and encouragement with their colleagues. Then it will make better understand each other and co-operation as well. Third, in the hotel industry, to make positive organizational commitment that make staffs willing to work enthusiastically and manage human resources efficiently, it is necessary to operate and develop programs which they can participate themselves and communicate each other.

목차 (Table of Contents)

• Ⅰ. 서 론 1
• 1. 연구의 필요성 및 목적 1
• 1) 연구의 필요성 1
• 2) 연구의 목적 3
• 2. 연구의 방법 및 논문의 구성 4
• 1) 연구의 방법 4
• 2) 논문의 구성 5
• Ⅱ. 이론적 고찰 7
• 1. 호텔기업의 특성 및 관리자의 역할 7
• 1) 호텔기업의 특성 7
• 2) 호텔조직의 특성 9
• 3) 호텔관리자의 정의 및 역할 10
• 2. 감성리더십 12
• 1) 감성경영의 의의 12
• 2) 감성리더십 정의 및 구성요소 14
• 3) 감성리더십 구축의 4단계 17
• 3. 직무만족과 조직몰입 19
• 1) 직무만족의 정의 및 영향요인 19
• 2) 조직몰입의 정의 및 구성요인 24
• 3) 감성리더십과 직무만족, 조직몰입과의 관계 28
• 4. 고객지향성 30
• 1) 고객지향성의 정의 및 연구동향 30
• 2) 직무만족 및 조직몰입과 고객지향성과의 관계 34
• 3) 감성리더십과 고객지향성과의 관계 36
• Ⅲ. 연구의 설계와 분석 방법 38
• 1. 연구 모형의 설계 및 연구 가설의 설정 38
• 1) 연구모형의 설계 38
• 2) 연구가설의 설정 39
• 3) 변수의 조작적 정의 43
• 2. 자료의 수집 및 분석 방법 45
• 1) 자료의 수집 45
• 2) 설문지 구성 46
• 3) 분석방법 48
• Ⅳ. 연구결과의 분석 및 해석 49
• 1. 표본의 일반적 특성 49
• 1) 인구 통계적 특성 49
• 2. 타당성 및 신뢰성 검증 51
• 1) 감성리더십에 대한 타당성 및 신뢰성 분석 51
• 2) 직무만족에 대한 타당성 및 신뢰성 분석 53
• 3) 조직몰입에 대한 타당성 및 신뢰성 분석 53
• 4) 고객지향성에 대한 타당성 및 신뢰성 분석 54
• 3. 연구가설의 검증 및 평가 55
• 1) 감성리더십과 직무만족과의 관계 55
• 2) 감성리더십과 조직몰입과의 관계 57
• 3) 직무만족과 고객지향성과의 관계 58
• 4) 조직몰입과 고객지향성과의 관계 59
• 5) 감성리더십과 고객지향성과의 관계 59
• 6) 직무만족 및 조직몰입의 매개효과 61
• 4. 분석결과의 요약 65
• Ⅴ. 논의 및 결론 67
• 1. 연구결과의 요약 및 시사점 67
• 2. 연구의 한계점 및 향후 연구방향 70
• 참고문헌 72
• 설 문 지 78
• ABSTRACT 82