호텔從事員의 組織市民行動과 先行要因 및 職務成果간의 關係에 관한 硏究 = (A) study on the relationship among precedence factors, organization citizenship behavior and job performance focus on hotel employees

다국어 초록 (Multilingual Abstract)

In recent, hotel businesses are faced to new challenges and need to get competitive advantage in a rapidly changing environment. Under these circumstances, hotel managers have to concern employees' morale because hotel success is closely tied with employees' role and is influenced by hotel employees for the improvement of organizational effectiveness.
Role behavior of hotel employees is divided into two parts such as in-job and extra-job behavior. Many studies which related with in-job behavior had done until 1990, after that, extra-job behavior research has been studied. However, research for organizational citizenship behavior is not studied sufficiently, and simple research has been conducted between organizational citizenship behavior and job performance.
Therefore, three objectives were suggested for this study as following:
First, this study made research model and hypotheses after comprehensive literature review for organizational citizenship behavior.
Second, this study conducted the relationship among the precedence factors, organization citizenship behavior and job performance focus on hotel employees.
Third, this study summarized result for organizational citizenship behavior focus on hotel employees and identified the phenomenon of Korean hotel business.
For these research objectives, literature review and survey research conducted. Survey questionnaire was sent to the 7 five-star hotel which is located in Pusan and it was collected. The total number of survey questionnaire was 475. And data was analyzed for testing hypotheses with LISREL package to identify the relationship among job related variables such as work value, self efficacy, personal variables demographic factors and job performance.
◁그림 삽입▷(원문을 참조하세요)
Research Model
Nineteen hypotheses were accepted for this study and drew inclusive model. Major findings are proposed as following:
First, work value and self efficacy as job related personal traits were influenced on preceding variables for this model, and the higher work value and self efficacy of the test result showed the more job satisfaction and organizational commitment.
Second, in case of job satisfaction and organizational commitment, these were significant relationship to organizational citizenship behavior as altruism, conscientiousness, courtesy, civic virtue, sportsmanship. These variables were influenced on the latter variables. As the influence of precedent factors to organizational citizenship behavior, job satisfaction and organizational committment were a similarity on direct and indirect effect to altruism, conscientiousness, courtesy and civic virtue, sportsmanship.
Third, altruism, conscientiousness, courtesy, civic virtue, sportsmanship as precedent factors of organizational citizenship behavior were positive relationship to job performance. The higher organizational citizenship behavior was influenced on the better job performance through testing hypotheses.
In addition, job satisfaction and organizational commitment as mediating variables were related with the organizational citizenship behavior components and work value as job related variables and self efficacy as personal variables.
Job satisfaction and organizational commitment of hotel employees were directly influenced to organizational citizenship behavior, and these were indirect influence to job performance. Test result indicated that organizational citizenship behavior was not only affected directly to job performance but also affected indirectly job satisfaction. Organizational commitment mediated to the effect for job performance.
As comprehensive model for this study, work value and self efficacy had positive influenced on job satisfaction and organizational commitment. Job satisfaction and organizational commitment had positive influenced on organizational citizenship behavior. Organizational citizenship behavior had positive influenced on job performance.
And then work value and self efficacy was mediated to organizational citizenship behavior through job satisfaction and organizational commitment. Job satisfaction and organizational commitment were mediated to job performance through organizational citizenship behavior. From the result, this study drew comprehensive model as a appropriate one.
The survey result showed that work value has to enlarge and stimulate self efficacy for leading employees if top manager want to organizational citizenship behavior through organizational commitment. And particularly clear, orientation for personnel management has to proposed to all employees and practical implementation has to suggest as following.
Altruism, conscientiousness, courtesy, civic virtue, and sportsmanship were positive influenced on job performance, and these results suggested that hotel employee's appraisement was settled according to these results in near future.
Hotel industry was severely depended on personnel service. Employees' citizenship behavior was maintained for its organization, and was important factor for hotel growth and increasing profits after manage these factors positively. Hotel manager has to build framework for employee's motivation and leadership development.
For recruiting new employees in hotel business there are necessity for hotel manager to develop items according to organizational citizenship behavior, and seek to support employees for helping customer voluntarily.
As the limitation, this study was confined only 7 hotels in pusan so that it was not applicable to entire hotel industry. The perception of hotel employees was only obtained for the measurement of organizational citizenship behavior and job performance. Therefore, there are necessity for all national survey and item development of job performance through personnel appraisement in future study.
◁표 삽입▷(원문을 참조하세요)
table. A Summary of Results

목차 (Table of Contents)

• 目次 = ⅰ
• Ⅰ. 序論 = 1
• 1. 硏究의 目的 = 1
• 2. 硏究의 方法 및 範圍 = 4
• Ⅱ. 理論的 背景 = 7
• 1. 호텔企業의 經營特性과 人的서비스의 重要性 = 7
• (1) 호텔金業의 經營特性 = 7
• (2) 人的서비스의 重要性 = 9
• 2. 組織市民行動의 構成要素와 影響要因 = 10
• (1) 組織市民行動 硏究의 槪觀 = 11
• (2) 組織市民行動의 槪念, 構成要素 및 先行要因 = 16
• (3) 作業價値觀과 셀프에피커시 = 22
• (4) 職務滿足과 組織渙入 = 25
• (5) 職務成果 = 29
• 3. 組織市民行動과 先行要因 및 職務成果간의 關係 = 31
• (1) 作業價値觀 및 셀프에피커시와 職務滿足 및 組織沒入간의 關係 = 31
• (2) 職務滿足 및 組織沒入과 組織市民行動 = 33
• (3) 組織市民行動과 職務成果간의 關係 = 36
• Ⅲ. 硏究模型과 假說 = 39
• 1. 硏究模型 및 硏究假說의 設定 = 39
• (1) 硏究模型 = 39
• (2) 硏究假說 = 42
• 2. 變數의 操作的 定義 = 46
• 3. 標本의 還定 및 資料蒐集 = 52
• Ⅳ. 實證分析 및 假說의 檢證 = 54
• 1. 標本의 人口統計的 特性 = 54
• 2. 測定項目의 信賴性 및 妥當性 檢證 = 58
• (1) 信賴性 分析 = 58
• (2) 妥當性 分析 = 60
• 3. 假說檢證 結果 = 66
• (1) 硏究模型의 檢證 = 66
• (2) 假說 檢證 = 72
• Ⅴ. 結論 = 81
• 1. 硏究結果의 要約 및 示唆點 = 81
• (1) 硏究結果의 要約 = 81
• (2) 硏究의 示唆點 = 84
• 2. 硏究의 限界와 向後 硏究方向 = 87
• 參考文麟 = 89
• 設問紙 = 100
• ABSTRACT = 105