외식종사원의 공감능력과 자기효능감, 고객지향성 간의 관계연구

• 영문명: A Study on Relationship between Foodservice Employee's Empathy Ability, Self-efficacy, and Customer Orientation
• 발행기관: 관광경영학회
• 저자명: 신형철
• 간행물 정보: 『관광경영연구』제23권 제3호, 107~124쪽, 전체 18쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2019.05.31

영문 초록

The purpose of this study is to identify the relationship between food service employee’s empathy ability, self-efficacy, and customer orientation. In this study, the empathy ability was composed of cognitive empathy and emotional empathy while self-efficacy and customer orientation were composed of a single factor. For the research, this study conducted a Google-based online survey on the food service employees working at food service companies including hotels in Seoul and Gyeonggi region. The survey was conducted from January 2nd to January 30th 2019. Total of 236 questionnaires were collected and excluded 10 unusable data, 226 responses were used for an empirical analysis. Frequency analysis was carried out for demographic characteristics and confirmatory factor analysis for reliability and validity. In order to test the hypothesis, structural equation modeling was used. The results on analysis of hypotheses were as follows. In hypothesis 1, the empathy ability had a positive (+) influence on self-efficacy. In hypothesis 2, the empathy ability had complete mediating effect on self-efficacy and had a positive (+) influence on customer orientation. In addition, in hypothesis 3, the self-efficacy had a positive influence on the customer orientation. Thus, all of the hypotheses were adopted. This study results suggest theoretical and practical implications on human resource management and human resource development.

목차

Ⅰ. 서 론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 성과분석

Ⅴ. 결 론

참고문헌

키워드

Empathy Ability Self-efficacy Customer Orientation Human Resource Development Human Resource Management