호텔 직원의 커뮤니케이션 만족, 조직후원인식, 집단응집성 그리고고객지향성 간의 구조적 관계에 관한 연구

다국어 초록 (Multilingual Abstract)

The purpose of this study was to examine, in a service context, construct validity of the relationship between 4variables: communication satisfaction of the hotel staff in an organization; perceived organizational support; organization cohesiveness and customer orientation. This research, in order to achieve its goals, has established hypothesis with theoretical background and analyzed it with actual examination. The examination in this research was carried out for about a month from 15th of Aug. 2012 to 15th of Sep. 2012. A total of 350 surveys were distributed. 320 of them were collected and 282 were used for analysis. The Results are presented as follows. Firstly, four factors for the communication satisfaction were extracted such as ``communication between colleagues``, ``communicational atmosphere``, ``communication with manager layer``, ``communication both inside and outside the department``. Second, communicational atmosphere had the most positive effect on perceived organizational support followed by communication both inside and outside the department, communication between colleagues, communication with manager layer. Third, communication between colleagues had the most significant effect on organization cohesiveness followed by communication with manager layer. Fourth, perceived organizational support ad a positive effect on organization cohesiveness. Finally, perceived organizational support and organization cohesiveness had effects on customer service orientation. The results reveal that the effect of satisfaction in communication hotel staff have are interlinked with perceived organizational support and organization cohesiveness, which in turn, will have direct impacts on customer service orientation.