호텔 레스토랑 서비스 공간의 물리적 환경이 종사원의 생리적 반응 및 조직몰입에 미치는 영향

The purposes of this study were to understand the effect of physical environment of service space in hotel restaurant upon the employees' physiological response and organizational commitment and to empirically analyze whether the physiological response play a mediating role in the causality between the physical environment and the organizational commitment in hotel restaurant. Based on total 302 samples from hotel restaurant employees, the reliability and fitness of research model were examined and verified total 6 hypotheses with AMOS program. Structural equation model(SEM) resulted that the ambient conditions of environment(β=0.212, p<0.05) showed a positive significant effect on physical response, and spatial functionality(β=0.591, p<0.001) had a positive significant effect on physical response. Also, both physiological responses of physical response(β=0.539, p<0.001) and pain(β=-0.124, p<0.05) perceived by employees resulted in significant positive and negative effect on organizational commitment, respectively. As a result of analyzing the mediating role, the effect of the physical environment of service space in hotel restaurant upon the organizational commitment was partially mediated by the physical response. This result implied that desirable work environment especially proper spacial arrangement and functionality of machinery, facility and furniture in restaurant service area improve physiological response of employees, which can finally increase the organizational commitment in hotel industry. Limitations and future research directions are also discussed.