호텔의 기업가정신이 조직문화, 조직시민행동 및 고객지향성에 미치는 영향

For hotels' sustainable development, an integral study is required for hotels’ entrepreneurship, organizational culture, organizational citizenship behavior, and customer orientation. Therefore, this study aims to analyze hotels' entrepreneurship, identify the effect of hotels' entrepreneurship on hotel employees' perception of organizational culture, and examine the impact of hotels' entrepreneurship and organizational culture on hotel employees' perception of organizational citizenship behavior. In addition, this study seeks to emphasize hotels' entrepreneurship and organizational culture and to examine organizational citizenship behavior as an antecedent of customer orientation by identifying the causal relationship between organizational citizenship behavior and customer orientation. To achieve this purpose, a survey was distributed to five star hotel employees in South Korea. Also, regression analysis was employed to examine the hypotheses. As a result of hypotheses examination, entrepreneurship had a statistically significant impact on organizational culture and organizational citizenship behavior. Also, organizational culture significantly impacted organizational citizenship behavior, and organizational citizenship behavior significantly influenced customer orientation. The results can inform hotel operators that the organizational operation method and culture have a positive impact on employees' organizational citizenship behavior and customer orientation that are related to their productivity. Futhermore, the results can suggest practical implications on aspects that hotels should consider in order to enhance employees' productivity.