관광공무원의 지식공유와 지식활용에 따른 직무만족이 고객지향성에 미치는 영향 = 직무만족의 매개효과를 중심으로

다국어 초록 (Multilingual Abstract)

This study investigated how tourism public servants’ knowledge sharing and utilization affected job satisfaction and customer orientation, respectively, and how job satisfaction affected customer orientation in Gyeongbuk, Daegu, Busan, and Ulsan metropolitan municipalities. This study also investigated whether job satisfaction had mediating roles in the causal relationships between knowledge sharing and customer orientation and between knowledge utilization and customer orientation. The sample was tourism public servants of Gyeongbuk, Busan, and Ulsan metropolitan municipalities. Convenience sampling was used to collect a total of 230 questionnaires, and 200 questionnaires were used in the final analyses. The research findings were as follows. First, knowledge sharing and knowledge utilization positively affected job satisfaction and customer orientation, except the relationship between knowledge utilization and customer orientation. Second, job satisfaction positively affected customer orientation. Third, job satisfaction had mediating roles in the causal relationships between knowledge sharing and customer orientation and between knowledge utilization and customer orientation. These research findings point out the necessity of vitalizing knowledge sharing and knowledge utilization for public servants. Vitalizing methods of knowledge sharing and knowledge utilization can introduce or strengthen compensation and training for knowledge sharing and utilization systems. Top-ranking officials need to have a commitment towards knowledge sharing and utilization. Last, limitations of this study are discussed.