호텔 종사원의 경력특성이 경력몰입과 고객지향성에 미치는 영향
A Study on the Effects of Career Commitment and Job Performance on the Hotel Employee’s Career Characteristics
이수광(경기대학교); 최우성(호남대학교)
35권 2호, 557~577쪽
초록
본 연구에서는 호텔기업에 종사하는 종사원을 대상으로 경력몰입에 영향을 미치는 선행변수로 파악된 경력특성이 경력몰입과 종사원의 고객지향성에 미치는 영향관계를 파악하고자 한다. 실증분석결과 다음과 같은 연구결과가 도출 되었다. 먼저 경력특성과 경력몰입의 관계를 검증한 결과 개인 스스로 경력계획을 수립하고 강력한 경력희망을 가진 사람일수록, 개인의 삶에서 선택하고 결정한 경력 또는 가질 수 있는 경력기회나 발전 가능성 및 이러한 경력생활을 뒷받침하는 자신의 지식과 능력에 대해 만족할수록, 현재 담당하고 있는 업무를 성공적으로 수행했을 경우 긍정적인 혜택이 돌아올 것이라고 믿는 경우, 조직에서 최신의 지식과 기술을 습득할 수 있는 기회를 제공할수록 경력몰입이 높게 나타난다는 것이다. 둘째, 경력몰입과 고객지향성의 관계를 검증한 결과 경력몰입이 높으면 고객지향성가 높게 나타났는데 이는 고객지향성의경우 경력몰입이 조직몰입과 마찬가지로 작업결과와 관련되기 쉽기 때문에 높은 몰입수준을 보이는 사람들이 보다 많은시간을 소비하고 생산적일 것이라고 기대할 수 있다. 따라서 경력몰입이 높으면 고객지향성, 즉 서비스 제공 시 종사원의태도와 행동이 향상되어 고객만족을 이끌 수 있다. 마지막으로 경력몰입의 매개효과에 대해 검증한 결과 경력특성 중 성장기회 만이 경력몰입을 통해 고객지향성을 보이는 것으로 나타났다. 즉, 성장기회가 높더라도 경력몰입이 이루어지지 않는다면 고객지향성을 기대할 수 없는 것으로 나타났다.
Abstract
In the 21st century, employment relation has shifted from relational contract to transactional contract in order to build a flexible human resource management system, as the employment condition has changed and a new era of strategical management has arrived. These changes have caused to disparage the employees’ organizational commitment, while increasing career commitment and altering general attitude toward job series or jobs as a degree of motivation to work in the job series or the job one chooses. A variety of studies on career commitment has been increasing. But, most of the studies have focused on a group of professionals. Since Blau(1985) developed a measurement of career commitment, the studies have been conducted in various fields. However, there has been no study on employees in service sectors, such as the hotel industry. The Purpose of this study is to find the Effects of Career Commitment and Job Performance on the Hotel Employee’s Career Characteristics. To accomplish this purpose, literary study has been conducted to form hypotheses. Samples were selected from employees of the five-star (first-class & second-class) hotels in Seoul. A total of 400 questionnaires was distributed and 324 results were collected. finally, 277 questionnaires were used for the actual analysis. The reliability & validity have been tested with the 277 questionnaires, and hypotheses have been verified by simple, multiple and mediation regression analyses. The findings of the study were as follows: First, career characteristics, those who actively planned their own career moves or decisions, those who were satisfied with their selection or decision in life, those who had more career opportunity or potential development, those who had knowledge and ability to support their career life, those who had higher expected utility of present job, and those who had been given more opportunities to learn up-to-date knowledge and skills by the organization have shown a higher career commitment. Second, a higher career commitment leads to a higher job performance. Third, growth opportunity have shown a higher customer-oriented In conclusion, hotels need to manage the workers using systematic & scientific means so as to have workers committed to their career with great attention to career commitment.
- 발행기관:
- 한국경영학회
- 분류:
- 경영학