여행사 종사원의 지각된 공정성이 조직시민행동과 서비스품질에 미치는 영향 = Effects of travel agency employee's perceived fairness on organizational citizenship behavior and service quality

다국어 초록 (Multilingual Abstract)

Compared to other types of organizations, travel agencies in general are regarded as highly service oriented organizations relying on their human resources. Service quality of a travel agency heavily depends on personal effort and job performance of its employees. This dissertation tested the following issues to analyse the effects to the reliability, in organizational citizenship behavior and service quality by travel agents' as well as awareness in work place fairness.

Firstly, it verifies the influence of travel agents' feelings of fairness in the work place on their reliability. Secondly, it proves the influence of travel agents' reliability to their supervisors and organization on the organizational citizenship behavior systems. Thirdly, it analyses the influence of travel agents' reliability to their supervisor and organization on their performing service quality.

Following hypothesis were designed to effectively prove the above mentioned issues:
-Fairness will be positively related to employee reliability to the supervisors.
-Fairness will be positively related to employee reliability to the organization.
-Employee reliability to supervisors will be positively related to the organizational citizenship behavior.
-Employee reliability to the organization will be positively related to the organizational citizenship behavior.
-Employee reliability to the supervisors will be positively related to the service quality.
-Employee reliability to the organization will be positively related to the service quality.

The followings are the results of the hypothesis:
(1) It showed that distribution fairness and process fairness had no effect on the reliability to the supervisors.
(2) It verified that interaction fairness influenced on the reliability to the supervisors.
(3) It proved that all factors, such as distribution fairness, process fairness, and interaction fairness, influenced on the reliability to the organization, especially the largely influence on the perception about the process fairness.
(4) It showed that the reliability to the supervisors influenced on the organizational citizenship behavior, but reliability to the organization had no effect on the organizational citizenship behavior.
(5) It verified that reliability to the supervisors had no effect on the service quality, but reliability to the organization influenced on the service quality.

Findings from the study are;
Firstly, employees tend to keep pace by constantly comparing wages, promotional and personal evaluation criteria with others in the industry. Specially, since it was found that the fairness to the mutual interaction has positive effect on reliability to the supervisors. Therefore higher attention should be given to the fairness in communication exercises between supervisors and subordinates. Also it is highly recommended to improve the skills of human relationship management such as initiating motivation from employees, improving the quality of communication channels and solving grievances.
Secondly, it was founded that the reliability to the supervisors had a positive effect on organizational citizenship behavior. This means it certainly will produce best quality service for the customers. Therefore, careful thoughts and consideration from supervisors to subordinates will improve relationship with customers.
Besides reinforcing friendly behavior, it also helps raise the overall image of a travel agency.

목차 (Table of Contents)

• Ⅰ. 서론 = 1
• 1. 문제의 제기 = 1
• 2. 연구목적 = 2
• 3. 연구방법 및 범위 = 3
• Ⅱ. 이론적 연구 = 5
• 1. 여행사 = 5
• 1) 여행사의 종류와 특징 = 5
• 2) 여행사의 업무 = 6
• 3) 여행사의 현황 = 6
• 2. 공정성 = 7
• 1) 분배공정성 = 7
• 2) 절차공정성 = 9
• 3) 상호작용공정성 = 11
• 3. 신뢰 = 12
• 4. 조직시민행동 = 15
• 1) 이타주의적 행동 = 16
• 2) 양심적 행동 = 17
• 3) 스포츠맨쉽 = 17
• 4) 호의적 행동 = 18
• 5) 참여적 행동 = 18
• 5. 서비스 품질 = 18
• 1) 서비스 품질의 개념 = 18
• 2) 서비스 품질의 구성과 결정요인 = 19
• 3) 서비스 품질의 측정 = 22
• 4) 서비스 품질 측정연구에 관한 논의 및 측정모델의 비교 = 32
• Ⅲ. 연구모델과 가설의 설정 = 36
• 1. 연구모델 = 36
• 1) 선행연구 = 36
• 2) 연구모델의 제안 = 38
• 2. 연구가설 = 41
• 1) 공정성과 신뢰 = 41
• 2) 신뢰와 조직시민행동 = 43
• 3) 신뢰와 서비스품질 = 45
• Ⅳ. 조사설계와 분석방법 = 48
• 1. 표본 및 자료 = 48
• 2. 측정척도 = 48
• 1) 공정성 = 49
• 2) 신뢰 = 50
• 3) 조직시민행동 = 52
• 4) 서비스품질 = 55
• 3. 자료분석 방법 = 56
• Ⅴ. 실증분석 = 58
• 1. 표본의 특성 = 58
• 2. 측정척도의 평가 = 60
• 1) 측정척도의 순화 = 60
• 2) 측정척도의 단차원성 평가 = 68
• 3) 측정모델의 평가 = 68
• 3. 연구모델의 평가 = 69
• 4. 가설의 검증 = 71
• Ⅵ. 결론 = 73
• 1. 연구결과의 요약 = 73
• 2. 시사점 = 75
• 1) 이론적 시사점 = 75
• 2) 관리적 시사점 = 77
• 3. 연구의 한계 및 향후 연구방향 = 78
• 참고문헌 = 80
• ABSTRACT = 93
• 설문지 = 96