관광통역안내원의 관계만족요인이 직무태도 및 조직시민영행동에 미치는 영향 = (A)study on the effects of relationship satisfaction factors of tour guide on job attitude and organizational citizenship behavior

다국어 초록 (Multilingual Abstract)

This study pertains to what effects communication, relation with fellow and relation with upper-class as satisfaction factor of relationship in the organizations of tour guides for foreign tourists have on job satisfaction, job commitment and organizational citizenship behavior as job attitude.
The details of the purpose of this study are as follows.
1) Grasp of the effects of communication, relation with fellow and relation with upper-class as satisfaction factor of relationship on job satisfaction and job commitment.
2) Study on the effect of job satisfaction on job commitment.
3) Understanding of what effects job attitude has on organizational citizen ship behavior.
Therefore, the main purpose of this study is researching the structural relationship among various factors which affect organizational citizenship behavior of tour guides at direct service point.
Questionnaires were used as the method of collecting data for analysis. 306 tour guides as an effective sample who are working in the areas of Seoul and Pusan had participated in the survey.
Spss 10 used as the basic step of statistical analysis for the verification of study model. As for the lower elements according to individual factors, their reliability and validity were acquired through the first verification of reliability and factor analysis. For the second verification of factor analysis and model, LISREL(Linear Structural Relation)8.30 analysis had been performed, which could reveal both the relationships among individual factors and the direct and indirect effects between individual factors and the whole structure.
The summary of the research findings of the study goes as follows.
Firstly, it was revealed that communication and relation with upper-class as satisfaction factor of relationship had the actual effects on job satisfaction and job commitment. This shows no difference between this study and the previous study of Neale ＆ Northcraft(1991) and Farnlam(1989). It can be understood that the more satisfactory communication and relation with upper-class becomes, the higher job satisfaction and job commitment becomes.
Secondly, the study said that relation with fellow had no effects on job satisfaction. This is a different result from the study of Konvsky ＆ Pugh(1994) and Ho-Ik Chang(2002). The result seems to be due to the characteristic of the job, tour guiding that a single tour guide leads a group of tourists.
Thirdly, it was shown that job satisfaction had the effects on job commitment. This is not much different from the study of Smith, Gregory ＆ Cannon(1996) and Susskind, Borchgrevink, Kacmar ＆ Brymer(2000). Furthermore, it shows that the understanding of job satisfaction of tour guides in service business which affects organizational commitment results in the phenomenon that the higher job satisfaction gets, the higher the level of job commitment increases.
Finally, the study showed that job satisfaction and organizational commitment had the effects on organizational citizenship behavior. The previous study of Smith(1983) and Dienhart ＆ Gregoire(1993) had produced the same result as this study which shows that job satisfaction makes a proportional effect on the improvement in service quality and organizational citizenship behavior.
Conclusively, the better communication, relation with fellow and relation with upper-class as satisfaction factor of relationship in the job of tour guide are kept, the more job satisfaction and organizational commitment are enhanced. In the end, the organizational citizenship behavior of tour guides improves. Therefore, managers of Travel agencies must reform poor working conditions and constitute the circumstances where the low level of job satisfaction can be improved by perceiving the results of this study.

목차 (Table of Contents)

• 목차 = ⅰ
• 제1장 서론 = 1
• 제1절 문제제기 = 1
• 제2절 연구의 목적 = 5
• 제3절 연구의 방법 및 범위 = 6
• 제2장 이론적 고찰 = 9
• 제1절 관계만족에 관한연구 = 9
• 1. 관계만족요인의 개념 = 9
• 2. 관계만족요인의 구성요소 = 10
• 제2절 직무태도에 관한 연구 = 20
• 1. 직무태도의 개념 = 20
• 2. 직무태도의 구성요소 = 23
• 제3절 조직시민행동에 관한연구 = 46
• 1. 조직시민행동의 개념 = 46
• 2. 조직시민행동의 구성요소 = 51
• 제3장 조사설계 = 56
• 제1절 연구모형 의 설계 = 56
• 제2절 변수의 조작적 정의 = 57
• 제3절 자료 분석 및 가설설정 = 62
• 1. 자료 수집 = 62
• 2. 가설설정 = 63
• 3. 설문지 구성 = 69
• 4. 자료 분석방법 = 70
• 제4장 실증분석결과 = 71
• 제1절 표본의 일반적 특성 = 71
• 제2절 측정도구의 평가 = 74
• 1. 탐색적 요인분석과 신뢰도 분석 = 75
• 2. 측정모형의 타당도 평가 = 86
• 제3절 연구모형의 평가와 연구가설의 검증 = 95
• 1. 연구모형의 평가 = 95
• 2. 연구가설 검증 = 96
• 3. 간접효과분석 = 100
• 제4절 분석 결과의 요약 = 102
• 제5장 결론 = 105
• 제1절 연구결과의 요약 = 105
• 제2절 연구의 시사점 = 106
• 제3절 연구의 한계 및 향후과제 = 108
• 참고문헌 = 109
• (Abstract) = 122