항공사 객실팀의 조직분위기, 조직몰입, 조직시민행동 및 서비스수행 결과 간의 영향 연구

• 영문명: The Relationship Between Organizational Climate, Organizationa Commitment, Organizational Citizenship Behavior and Service performance: A comparison of two Different Cabin Crew Job Positions
• 발행기관: 한국관광학회
• 저자명: 박혜정 김성섭 김영미 김미주
• 간행물 정보: 『관광학연구』제33권 제6호, 367~389쪽, 전체 23쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2009.11.30

영문 초록

This study attempts to explore the differences of two fight attendant groups(i.e.,. a general flight attendant group and a purser group) in terms of the relationship between organizational climate, organizational commitment, organizational citizenship behavior and service performance. A total of 510 samples were conveniently selected from Korea Air cabin teams in 2009. Results found that for both of the groups, organizational climate have a significant impact on organizational commitment. In addition, all the five citizenship behaviors were influenced by organizational commitment among the general flight attendants, while only three citizenship behaviors were impacted by organizational commitment among the purser group. Furthermore, service performance was influenced by all the five citizenship behavior among the general flight attendant group, while only three citizenship factors impacted on the service performance among the purser group.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구방법

Ⅳ. 결과분석 및 해석

Ⅴ. 연구요약 및 결론

참고문헌

키워드

서비스수행 조직분위기 조직몰입 조직시민행동 service performance,organizational climate,organizational commitment organizational citizenship behavior