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호텔 고객접점 근로자의 직무갈등이 고객지향에 미치는 영향
우성근(Sung Keun Woo),서윤홍(Yoon Hong Suh),조선배(Sun Bai Cho) 한국호텔외식관광경영학회 2012 호텔경영학연구 Vol.21 No.3
The purpose of this research was to examine the relationships between work conflict and customer orientation for the hotel frontline employees. Based on literature review, it was theorized that work conflict are key causal determinants of customer orientation in a hotel business. Work conflict are divided two conflicts, like a job content and a relationship conflict, here job conflict are over loads, ambiguous, multiple orders, and so on, and relationship conflict are between related to employees and related to customers. Based on theoretical backgrounds, 2 hypotheses were derived to job conflict and relationship conflict are significantly negative related to customer orientation, and a multiple regression model and structural equation model(SEM) were used to verification of 2 hypotheses. The 252 empirical data was tested, This samples collected from tourist hotel frontline employees in Seoul. The hypotheses were supported, such as higher work conflict (e.g. job content and/or relationship) lead to negative customer orientation, and also find that higher relationship conflicts leaded to more negative effect to customer orientation than job content conflict. This findings are that less work conflict leads more positive customer orientation than more conflicts felt that hotel frontline employees` job conflict and relationship conflict. And the theoretical and managerial implications were discussed.
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