프랜차이즈 호텔 종사자의 팔로워십이 심리적 임파워먼트, 자기효능감, 직무열의 및 자발적 서비스 행동에 미치는 영향

Purpose: In today’s competitive service industry, enhancing hotel employees’ voluntary service behavior intention is critical for sustaining customer satisfaction. This study explores how followership affects voluntary service behavior intention through psychological empowerment, self-efficacy, and job Engagement, grounded in Conservation of Resources (COR) theory and Social Exchange Theory (SET). Research design, data, and methodology: A structural model was developed and tested using survey data from 306 hotel employees in Korea. Confirmatory factor analysis and structural equation modeling were conducted using SPSS 30.0 and AMOS 29.0 to assess the hypothesized relationships. Result: Followership significantly increased both psychological empowerment and self-efficacy, which in turn positively influenced job Engagement. Job Engagement had a significant positive effect on voluntary service behavior intention. However, the direct effects of followership and self-efficacy on voluntary service behavior intention were not significant, indicating the key mediating role of job Engagement. Conclusions: The findings highlight how social exchange and resource gain processes within organizations promote proactive employee behavior. For hotel firms, fostering an empowering and resource-rich work environment is essential to drive sustainable voluntary service performance and customer-oriented excellence.