서비스종사원의 역할모호성과 역할갈등이 비규정 친고객 행동에 미치는 영향

• 영문명: The Effects of Service Employees' Role Ambiguity and Role Conflict on Extra-Role Pro-Social Behavior: The Mediating Roles of Psychological Empowerment & Burnout
• 발행기관: 한국관광학회
• 저자명: 李華仁
• 간행물 정보: 『관광학연구』제34권 제2호, 371~390쪽, 전체 20쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2010.04.30

영문 초록

This study investigated the antecedents of service employees' customer oriented boundary spanning behavior called 'extra-role pro-social behavior'. It also proposed and tested the links between role stress manifested by role conflict and role ambiguity and extra-role pro-social behavior. Data were collected from 361 employees working at the service sector such as hotel, travel agency, and casino from March to May 2009. The results indicated that role conflict and ambiguity had significant suppressing effects on psychological empowerment which eventually results in the decrease of service providers' voluntary pro-customer behavior. This study also found a significant mediating effect of burnout between psychological empowerment and extrarole pro-social behavior. Several practical implications and the limitations of this study were also discussed.

목차

I. 서론

II. 이론적 배경 및 가설

III. 연구방법

IV. 분석 및 결과

V. 결론

참고문헌

키워드

역할모호성 역할갈등 비규정 친고객 행동 심리적 임파워먼트 탈진감 Role ambiguity Role conflict Extra-role pro-social behavior Psychological empowerment Burnout