Y세대 호텔직원의 고성과 작업실천법(HPWP), 개인 및 팀 적응성과, 고객지향성의 인과적 관계 분석: ‘일의 의미’의 조절작용을 적용함

The aim of this study is to investigate the casual relationship between HPWP (high-performance work practices), adaptive performance (individual/team) and customer orientation targeting on generation Y hoteliers. In order to achieve study goals, data were obtained from customer contact employees working in 5 and 4 star hotels in Korea. Frequency analysis, factor analysis, reliability analysis, multiple regression and step-wise regression analysis were conducted using SPSS version 18.0. The results shows that teamwork and job security are significantly affecting individual task performance. In addition, teamwork, job security and work-life balance are significantly effective on team task performance. Teamwork, job security and training are found as significant factors to enhance customer orientation. Unexpectedly, the moderating effect of meaningful work shows not to have a significant effect between task performance (individual/team) and customer orientation. Discussion and implications are argued in the last chapter.