서비스 종사원의 고용불안정성과 고객지향성

• 영문명: Job Insecurity and Service Employees' Customer Orientation: The Mediating Role of Psychological Contract Breach
• 발행기관: 관광경영학회
• 저자명: 박남수 차길수
• 간행물 정보: 『관광경영연구』17권 제1호, 137~160쪽, 전체 24쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2013.03.31

영문 초록

This study is to examine the role of psychological contract breach as a mediating variable in the relations between job insecurity and employees' customer orientation in the service industry. In a sample of 344 hotel employees, the findings are consistent with the proposed mediation model of the study. Job insecurity was found to relate positively to psychological contract breach. Psychological contract breach was found to relate negatively to employees' customer orientation. Psychological contract breach was found to partially mediate the relation between job insecurity and employees' customer orientation. In addition, job insecurity was found to relate negatively to employees' customer orientation.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구의 설계

Ⅳ. 실증분석

Ⅴ. 결론

참고문헌

키워드

Job Insecurity Psychological Contract Breach Transactional contract breach Relational contract breach Customer Orientation