특1급 호텔조직의 리더십이 팔로워십, 조직신뢰, 고객지향성에 미치는 영향

다국어 초록 (Multilingual Abstract)

This study analyzes the impacts of supervisor`s leadership on customer orientation through followership and organization trust in order to investigate types of leadership useful in the hotel industry. In this investigation, survey data collected from total of 217 employees worked in five-star hotels throughout the country have been used. In this study, the differences in influences on followership according to leadership have been confirmed. Transactional leadership had a positive influence on followership, while servant leadership was not significant. Moreover, servant leadership had significant impact on organization trust, however, transactional leadership and followership showed no influences on organization trust. On the other hand, followership and organization trust had significant influence on customer orientation. Based on these results, measures to improve customer orientation in hotel industry are suggested in this study. This study investigates useful types of leadership in hotel organizations and carries its significance by assuring the importance of relationship between the leader and the followers once again.