다수준분석을 활용한 외식서비스 종사원의 긍정심리자본과 조직시민행동이 고객참여행동과 고객시민행동에 미치는 영향 연구: 직무만족과 조직몰입의 매개효과

This study examines the impact of positive psychological capital on organizational citizenship be- havior of food service employees and identified whether job satisfaction and organizational commitment played a mediating role between them. In addition, the aim was to identify whether the positive attitude of these employees and voluntary organizational citizenship behavior can lead to customer participation and citizenship behavior and to provide a point of view for human management. The sample for this study was aimed at employees who are in charge of customer service through one-on-one face-to-face contact at thirty food service companies in Korea, and also the customers who received services from the employees. Samples from 267 employees and 529 customers were used in the final analysis. The analysis showed the following results. First, the positive psychological capital of the employees was in a significant(+) influence relationship with organizational citizenship behavior. Second, job satisfaction and organizational commitment played a mediating role between positive psychological capital and organizational citizenship behavior. Finally, the employee's organizational citizenship behavior acted positively(+) on customer participation behavior and customer citizenship behavior. Through the results of this study, it was confirmed that employees with pos- itive psychology lead to customer participation and citizenship behavior by exerting organizational citizenship behavior. In addition, it was confirmed that job satisfaction and organizational commitment of employees contribute to successful service creation by strengthening organizational citizenship behavior.