호텔종사원의 심리적자본이 LMX와 고객지향성에 미치는 영향

다국어 초록 (Multilingual Abstract)

This study is made to verify the influences of the psychological capital that is one of hotel worker`s psychological variables on LMX(leader-member exchange relation) and customer orientation and the influence of LMX on customer orientation, and the result of empirical analysis is as followings; Firstly, psychological capital(confidence, hope, elasticity, optimism) significantly influences on LMX; secondly, psychological capital(confidence, hope, elasticity, optimism) significantly influences on customer orientation; thirdly, LMX significantly influences on customer orientation. This study indicates that job results can be enhanced by efficiently manage and secure positive psychological strength of the workers who form contact points with customers such as hotel workers even though functional skill is important to them.

참고문헌 (Reference)

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