리조트 從事員의 職務特性이 組織沒入과 顧客志向性에 미치는 影響 : -性格特性의 調節效果를 中心으로-
The Influence of the Job Characteristics of the Employees in Resorts on Their Organizational Commitment and Customer Orientation : (Focusing on the Regulation Effect of Personality Traits)
- 발행기관 강릉원주대학교 일반대학원
- 지도교수 이창기
- 발행년도 2014
- 학위수여년월 2014. 8
- 학위명 박사
- 학과 및 전공 일반대학원 관광학과
- 원문페이지 159 p.
- 실제URI http://www.dcollection.net/handler/kangnung/000000006453
- 본문언어 한국어
초록/요약
In the situation where people have become more interested in leisure activities with the spread of the five-day-workweek system and the development of SOC industry, the visit to resorts by families or individuals for leisure has gradually increased. However, the study on the employees in resorts who offer service to visitors has been conducted very restrictively, so there is the demand for the research into the job characteristics, organizational commitment, customer orientation and personality traits of the employees in resorts. As for the literature research for this study, the theoretical foundation for the job characteristics, organizational commitment, customer orientation and personality traits of the employees were presented with a focus on the data related to previous researches, through which, a thesis and a research model were established. In addition, an empirical study was carried out based on the measurement items of the deducted questionnaire in order to test the hypothesis, and for the empirical research, a survey was conducted on the samples among the employees of the five departments of H resort located in Gangwon. As the theoretical implications: First, in the relation of job characteristics and organizational commitment, both feedback and job identity were found to have a meaningful impact on organizational commitment. It means that an employee works while being well aware of how valid his/her current job performance is, and it makes the level of completion of one's work improved. Accordingly, the system has to be established in which the employees of a resort enterprise can recognize the meanings and importance of their tasks, have spontaneous and partial authority when working on their duty, get the guidance for the process and the results of their work and accurate evaluation on them. Second, in the relation between job characteristics and customer orientation, both job importance and feedback were turned out to have meaningful influence on customer orientation. It means to recognize the importance of the present job and affect others' work. It should be enhanced qualitatively for customers not only in the process of an employee's performance, but also through clear share of information about the results. Third, in the relation between organizational commitment and customer orientation regarding the desire for understanding, communication and human relationships except for the strong desire for kindness, normative commitment was proved to have a meaningful influence. It is similar to the fact that normative commitment exercises meaningful impact on the organizations of police and public officers and government-supported institutions. The qualitative improvement to give better treatment and boost morale of the employees at touchpoint is necessary by making the best use of and training internal human resources. Fourth, regarding the control of the element of personality traits in the relation between job characteristics and organizational commitment, the importance and the diversity of work were proved to play the role to control emotional commitment. It shows that the recognition of work itself and employees' performance capability and diversity can change a lot according to an individual's personality traits because of the feature of resort companies to offer service to the customers through human resources. Fifth, as for the control of the personality trait factor in the relation between job characteristics and customer orientation, job importance, job diversity and job identity were found to be affected by the control variant of personality traits on the whole. An employee needs to be aware of his/her job thoroughly and well-informed of the process of service activities through customer-oriented thoughts and behaviors, and the frame of thinking in a customer-oriented way has to be established through the improvement of the quality of service as well as the satisfaction with work. As operational implications: First, it has been confirmed that it could be applied to H resort with the features of a general resort in the relation between job characteristics and organizational commitment, and the research has proved that it can be applied to other common resorts, too. Second, it has been concluded that an employee's job feature is connected to customer orientation in the relation between job characteristics and customer orientation. It is more important than anything else to establish proper understanding and values of individual tasks, and for the development of a customer-oriented organization, qualitative and quantitative share among employees is necessary. Third, regarding the relation between organizational commitment and customer orientation, customer-oriented feature through the organizational commitment among employees has to be set up. In particular, it has the characteristic of normative commitment that is observed in the study on the organizations of public officers and police, yet the characteristics of a resort require the change into flexible and creative culture, and therefore organizational culture should be improved and internal activities to enhance customer orientation need to be linked. Fourth, for the controlling role of the personality traits in the relation between job characteristics and organizational commitment, especially the role to adjust the continuous commitment, the intention to remain in an organization and commit, was turned out to be markedly low. This feature is also in accordance with the turnover rate of resort companies, and the system for reward, personnel and welfare has to be improved so that each employee can continue to commit to an organization. Fifth, with regard to the controlling role of the personality traits in the relation between job characteristics and customer orientation, the element of autonomy was observed to correspond to it insignificantly. It means that when an employee determines the process for work, he/she doesn't have enough independence or autonomy. Accordingly, various researches on a level system, the improvement of the competence of intermediary managers through temporal delegation of authority, and creation of and regular check on the satisfaction with work and improvement requirement checklist are demanded. Above all, the systematic way to raise the quality of the employees' work should be searched for.
more목차
제 1 장 서 론 1
제 1 절 문제의 제기와 연구의 목적 1
제 2 절 연구의 범위와 방법 3
제 2 장 이론적 고찰 6
제 1 절 리조트 6
1. 리조트의 개념 6
2. 리조트의 특성 및 구성요소 7
3. 리조트의 유형 10
제 2 절 직무특성 13
1. 직무특성의 개념 및 특성 13
2. 직무특성의 측정요인 16
3. 직무특성에 관한 선행연구 19
제 3 절 성격특성 20
1. 성격특성의 개념 및 특성 20
2. 성격특성의 측정요인 21
3. 5요인 성격모델 24
제 4 절 조직몰입 및 고객지향성 27
1. 조직몰입과 고객지향성의 개념 27
2. 조직몰입의 측정요인 33
3. 고객지향성의 측정요인 37
제 5 절 종사원의 직무특성과 조직몰입 및 고객지향성 간의 관계 40
1. 종사원의 직무특성과 조직몰입간의 관계 40
2. 종사원의 직무특성과 고객지향성간의 관계 41
3. 종사원의 조직몰입과 고객지향성간의 관계 42
제 3 장 연구의 설계 44
제 1 절 연구모형의 설계 및 연구가설의 설정 44
1. 연구모형의 설계 44
2. 연구가설의 설정 45
제 2 절 설문지의 구성 및 변수의 조작적 정의 51
1. 설문지의 구성 51
2. 변수의 조작적 정의 및 측정도구의 선정 53
제 3 절 조사설계 및 분석방법 56
1. 조사설계 56
2. 분석방법 57
제 4 장 실증분석 57
제 1 절 표본의 특성 57
제 2 절 조사도구의 타당성 및 신뢰도 검증 58
1. 직무특성에 대한 탐색적 요인분석 및 신뢰도 분석 59
2. 성격특성에 대한 탐색적 요인분석 및 신뢰도 분석 61
3. 조직몰입에 대한 탐색적 요인분석 및 신뢰도 분석 63
4. 고객지향성에 대한 탐색적 요인분석 및 신뢰도 분석 65
제 3 절 연구가설의 검증 68
1. 직무특성과 조직몰입의 관계(가설 1) 68
2. 직무특성과 고객지향성의 관계(가설 2) 71
3. 조직몰입과 고객지향성의 관계(가설 3) 75
4. 직무특성과 조직몰입의 영향관계에서 성격특성의 조절효과(가설 4) 79
5. 직무특성과 고객지향성의 영향관계에서 성격특성의 조절효과(가설 5) 99
제 5 장 결 론 130
제 1 절 요약 및 시사점 130
제 2 절 연구의 한계 및 향후 연구 방향 135
참고문헌 136
설 문 지 150
Abstract 156
