호텔 접객 종사자의 직업소명의식(Sense of Calling)과 지식추구, 고객지향성, 서비스품질 효능감에 대한 영향

• 영문명: Effect of Sense of Calling on Knowledge Pursuance, Customer Orientation, and Service Quality Efficacy of Frontline Employees in Hotels
• 발행기관: 한국관광학회
• 저자명: 이경주
• 간행물 정보: 『관광학연구』제38권 제4호, 37~54쪽, 전체 18쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2014.05.31

영문 초록

People even in the same organization endow different meaning on their work and occupation. Although meaning of work may have significant implications on individual performance and organizational outcomes, little research has been done to evaluate its impact in hotels. The goal of this paper is to analyze an effect of frontline employees’ sense of calling on their work attitude and self-confidence on performance. Employees with a sense of calling understand that work is inseparable from their life. They not only pursue self-actualization and self-fulfillment through the work they perform, but they also think that their work can contribute to the public and society. Based on a survey of 357 employees of 12 super-deluxe hotels in Seoul, this study suggests that the sense of calling has a positive and significant effect on service providers’ attitude of knowledge pursuance, customer orientation, and service quality efficacy. This research emphasizes the significance of 'work meaning' that employees embrace, while providing a theoretical base for further research regarding a sense of calling and its effect on individual performance.

목차

I. 서론

II. 이론적 배경

III. 방법론

IV. 분석결과

V. 결론

참고문헌

키워드

직업소명의식 지식경영 고객지향성 자기효능감 서비스품질 직업존중감 Sense of calling Knowledge management Customer orientation Self-efficacy Service quality Job-esteem