목표 지향성과 서비스 지향적인 조직시민행동 간의 관계 = 특 1급 호텔 근무자를 중심으로

다국어 초록 (Multilingual Abstract)

Under the needs to study the predictors of the frontline employees` service-oriented organizational citizenship behaviors(OCBs) in the hotel industry, this study aimed to the influence of goal orientations on the OCBs. The two factors of performance goal and learning goal orientations were hypothesized to influence each dimension of OCBs(loyalty, service delivery, and participation). The data from 266 five star deluxe hotel employees were analyzed with descriptive statistics, multi-variate analysis of variance, and structural equation modeling conducted using SPSS 19.0 and AMOS 20.0. The results showed learning goal orientation positively influenced all dimensions of the OCBs while performance goal orientation positively influenced all dimensions except loyalty. These results suggest that hotel practitioners need to seek the applicants who are willingly oriented to specific goals at recruiting process. Furthermore, hotel organizations need to utilize the employees` goal approach to motivate their performances.