리더-종사원의 교환관계(LMX), 고객지향성, 조직시민 행동 간의 관계성 연구 - 외식업체 종사원을 중심으로 - = A Relationship between LMX(Leader-Member Exchange), Customer Orientation, Organizational Citizenship Behavior - Focused on the Food Service Industry -

다국어 초록 (Multilingual Abstract)

This study in global overall food enterprise S food service industry was intended to provide various suggestion in order to be utilized as business strategy of organization henceforth, by verifying the relationship between each factor what influence does exchange relation between leader and employee-namely, LMX(leader-member exchange) have on customer orientation and organizational citizenship behavior. The summary of the study results is as follows. First, leader-member exchange relation turned out to have positive influence on customer-orientation. Second, leader-member exchange relation turned out to have positive influence on organizational citizenship behavior. Third, customer-orientation turned out to have positive influence on organizational citizenship behavior. Based on the results, it provides theoretical foundation establishing LMX(leader-member exchange), customer orientation, structural relation among organizational citizenship behavior. In order to positively maintain correlation among emotional relatedness and trust formation in leader-member, food service industry should consistently understand and endeavor with an active support. The results suggest the followings; members' periodic service education, service environment where members work based on trust and mutual respect not simply as member, but like family. In addition, development of teamwork program and leadership education is needed.

참고문헌 (Reference)

1 장세준, "호텔직원의 셀프리더십과 LMX가 심리적 임파워먼트와 조직시민행동에 미치는 영향" 세종대학교 대학원 2011

2 한금희, "호텔종사자의 감성리더십 인식 차이가 LMX와 조직시민행동에 미치는 영향" 관광경영학회 18 : 339-359, 2014

3 최훈태, "호텔종사원이 지각하는 LMX의 선행변수와 종속변수 간의 구조적 관계" 한국관광연구학회 28 (28): 137-152, 2014

4 서경도, "호텔종사원의 임파워먼트, LMX, 심리적 주인의식과 심리적 자본이 고객지향성 관계에 미치는 영향" (사)한국관광레저학회 26 (26): 5-24, 2014

5 최훈태, "호텔종사원의 심리적자본이 LMX와 고객지향성에 미치는 영향" 한국관광연구학회 27 (27): 395-409, 2013

6 김윤형, "호텔산업에서 내부커뮤니케이션이 리더-부하 간의 교환관계(LMX)와 종사원 업무태도에 미치는 영향: 대구, 경북 특급호텔을 중심으로" 한국관광연구학회 30 (30): 19-33, 2016

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8 고선희, "항공사 기내 객실장의 리더십유형이 LMX와 고객지향성에 미치는 영향" 한국관광산업학회 39 (39): 205-221, 2014

9 전현모, "커피전문점 직원의 조직시민행동이 직무만족과 고객지향성에 미치는 영향 -체인브랜드를 중심으로-" 한국호텔리조트학회 13 (13): 73-90, 2014

10 이재훈, "전략적 인적자원관리관행과 조직시민행동 및 고객지향성 간의 관계에 관한 연구 - 조직지원인식의 매개효과를 중심으로-" 한국병원경영학회 16 (16): 53-77, 2011

11 이인영, "의료관광 전문인력의 감성지능이 직무만족 및 고객지향성에 미치는 영향 - 직무만족의 매개효과를 중심으로 -" 관광연구소 26 (26): 3-23, 2014

12 조영신, "외식업체 종사원의 성격특성과 감성지능, 직무만족, 고객지향성과의 관계연구" 한국호텔리조트학회 16 (16): 223-245, 2017

13 김영훈, "외식기업 서비스종사원의 성격요인이 조직시민행동과 고객지향성에 미치는 영향" (사)한국조리학회 18 (18): 84-99, 2012

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