호텔 부서장의 양면적 리더십이 직원의 자기효능감과 서비스 혁신행동에 미치는 영향 = The Impact of Team Leaders’Ambidextrous Leadership on Employees’ Self-Efficacy and Service Innovation Behavior in Hotel

다국어 초록 (Multilingual Abstract)

The purpose of this study was to identify and confirm the role of team leaders’ ambidextrous leadership in hotel, employees’ self-efficacy, and service innovation behavior. The hotel organizations studied were the food and beverage and room divisions, which perform customer-facing service tasks in five-star hotels in the Seoul metropolitan area. Employees who had been working at the selected hotels for more than two years were selected as the sample for the survey. The survey was conducted from October 1 to October 31, 2025, and 244 questionnaires were ultimately used in the analysis. The results showed that ambidextrous leadership significantly positively influenced self-efficacy and service innovation behavior. Self-efficacy had a significant positive effect on service innovation behavior. This study contributes significantly to leadership research in the hospitality field by identifying the roles of ambidextrous leadership and self-efficacy as antecedents to hotel employees' service innovation behavior. Furthermore, it offers practical implications for hotel employees' service innovation behavior from a ambidextrous leadership perspective.