호텔직원의 근무부서와 자기주도성이 서비스제공수준에 미치는 영향

This study was inspired by the fact that existing studies on self-directedness of hotel employees working in theservice industry are limited to organizational performance. To carry out this study, the differences in the level ofself-directedness and service delivery level were identified depending on the department of hotel employees, and howself-directedness influences each sub-variable of the service delivery level was confirmed. The research was doneon 177 hotel employees working for 5-star hotel. The findings are as follows. First, there were significant differences in the level of self-directedness and servicedelivery level depending on the department of hotel employees. It suggests that workplace self-directedness varies,depending on personal characteristics of each employee and the environment of their department. Second, self-directedness of hotel employees was more related to their efforts, rather than materiality and qualityof the services they offer. It indicates that variables such as self-control and cognitive factors, which aresub-variables of self-directedness, are more relevant to the efforts of employees based on self-development, learning,and service capabilities, rather than materiality and customer-service skills such as manners, attitude, and image ofemployees. Thus, these findings suggest that strategic human resource management should be done in line with thecharacteristics of employees and their departments, in order to boost the level of services they offer at hotels andtheir self-directedness at their workplace.