리더의 온정리더십, 리더신뢰, 조직신뢰 그리고 고객지향성과의 구조적 관계: 5성급 프랜차이즈 호텔을 대상으로

This study aims to verify the influence of employees’ perception of their leaders’ compassionate leadership on their leader trust, organizational trust, and customer orientation in the context of hotel organizations to present practical implications related to compassionate leadership. In order to achieve the research purpose, this study posited five research hypotheses based on relative literature and also established a research model with the five hypotheses. In addition, data obtained from two hundred seventy-three hotel employees working at five-star franchise hotels in Seoul and Gyeonggi was used to test the postulated hypotheses and the research model. The findings of this study are as follows: first, leaders’ compassionate leadership in hotel companies has a positive and significant impact on employees’ leader trust. Second, the study found that leaders’ compassionate leadership positively and significantly influences employees’ organizational trust. Third, leader trust also has a positive and significant impact on organizational trust. Fourth, employees' leader trust positively and significantly affects their customer orientation. However, the positive effect of organizational trust does not have a significant impact on customer orientation was not significant. Such findings of this study imply practical suggestions that leaders in hotel companies can build employees’ trust with both their leaders and organizations, which improves their customer orientation. The current study contributes to advancement of the hospitality and tourism literature by expanding the concept of compassionate leadership into the hotel organization context and presenting the significant findings that leaders’ compassionate leadership plays a crucial role in the human resources management for hotel organizations.