본문 바로가기
KERD
논문KCI 등재

Investigating the Effects of Relationship Quality on Organizational Commitment and Prosocial Behavior in Hotel Food & Beverage Division

1

조회

0

다운로드

4

인용

0

참고문헌

주제분류경영학

초록

The present study examines the relationship among relationship quality, organizational commitment, and prosocial behavior. In this study, relationship quality is defined as relationship quality between manager and employee (RQME) and relationship quality between organization and employee (RQOE). The authors also investigate the mediating roles of RQOE and organizational commitment in the conceptual research model. Findings indicate that RQME has a positive and direct effect on RQOE, organizational commitment, and prosocial behavior. The results also show that both RQOE and organizational commitment have a mediating role in the relationship between RQME and prosocial behavior of employees. Finally, the authors found that RQOE influences prosocial behavior through organizational commitment.

Abstract

The present study examines the relationship among relationship quality, organizational commitment, and prosocial behavior. In this study, relationship quality is defined as relationship quality between manager and employee (RQME) and relationship quality between organization and employee (RQOE). The authors also investigate the mediating roles of RQOE and organizational commitment in the conceptual research model. Findings indicate that RQME has a positive and direct effect on RQOE, organizational commitment, and prosocial behavior. The results also show that both RQOE and organizational commitment have a mediating role in the relationship between RQME and prosocial behavior of employees. Finally, the authors found that RQOE influences prosocial behavior through organizational commitment.

참고문헌 (79)

  1. Anderson, "Assumptions and comparative strengths of the two-step approach", pp.321~33 (1992)
  2. Anderson, "Determinants of continuity in conventional industrial dyads", pp.310~323 (1989)
  3. Anderson, "and individual factors related to helping processes at work Journal of Applied Psychology", pp.282~296 (1996)
  4. Internal service quality, "Winning from the inside out", pp.75~78 (1993)
  5. Baker, "The impact of suppliers' perceptions of reseller market orientation on key relationship constructs Journal of the Academy of Marketing Science", pp.50~57 (1999)
  6. Beatty, "Journal of Retailing", pp.223~247 (1996)
  7. Behrman, "Measuring the performance of industrial salespersons Journal of Business Research", pp.355~370 (1982)
  8. Wray, "Determinants of relationship quality Journal of Business Research", pp.137~143 (1996)
  9. Bettencourt, "Relationships among workplace fairness Journal of Retailing", pp.39~61 (1997)
  10. Bitner, "Journal of Marketing", pp.71~84 (1990), Diagnosing favorable and unfavorable incidents
  11. Bollen, "Structure Equations with Latent Variables" (1989), John Wiley and Sons
  12. organizational commitment, "A causal model to evaluate the relationships among supervision European Journal of Marketing", pp.23~42 (1995)
  13. A, "Academy of Management Review", pp.710~725 (1986)
  14. Brower, "The integration of trust and leader-member exchange", pp.227~250 (2000)
  15. Brown, "Antecedents and consequences of salesperson job satisfaction A meta-analysis and assessment of causal effects Journal of Marketing Research", pp.63~77 (1993)
  16. Buchanan, "The socialization of managers in work organizations", pp.533~546 (1974)
  17. A, "Dimensions and types of supervisory control Effects on salesperson performance and satisfaction Journal of Marketing", pp.89~105 (1996)
  18. Chenet, "European Journal of Marketing", pp.472~495 (2000)
  19. Churchill, "Measuring the job satisfaction of industrial salesmen Journal of Marketing Research", pp.254~260 (1974)
  20. Crosby, "Relationship quality in services selling Journal of Marketing", pp.68~81 (1990)
  21. Dorsch, "The role of relationship quality in the stratification of vendors as perceived by customers Journal of the Academy of Marketing Science", pp.128~142 (1998)
  22. Dwyer, "Journal of Marketing", pp.11~27 (1987)
  23. Fornell, "Evaluating structural equation models with unobservable variables and measurement error Journal of Marketing Research", pp.39~50 (1981)
  24. Garbarino, "The different roles of satisfaction and commitment in customer relationships Journal of Marketing", pp.70~87 (1999)
  25. George, "State or trait Effects of positive mood on prosocial behaviors at work Journal of Applied Psychology", pp.299~307 (1991)
  26. George, "A conceptual analysis of the mood at work-organizational spontaneity relationship", pp.310~29 (1992)
  27. Goff, "The influence of salesperson selling behaviors on customer satisfaction with products Journal of Retailing", pp.171~184 (1997)
  28. Golembiewski, "The centrality of interpersonal trust in group processes Theories of Group Processes", pp.131~185 (1975), In C
  29. Graen, "Relationship-based approach to leadership - development of leader-member exchange theory of leadership over 25 years - Applying a multi-level", pp.219~47 (1995)
  30. Gwinner, "Relational benefits in services industries Journal of the Academy of Marketing Science", pp.101~114 (1998)
  31. Harvey, "An Experiential Approach to Organization Development" (1992), Prentice-Hall
  32. Gwinner, "An integration of relational benefits and relationship quality Journal of Service Research", pp.230~247 (2002)
  33. Hunt, "Journal of Marketing", pp.112~126 (1985)
  34. Hunt, "Relationship marketing in the era of network competition"
  35. Jaworski, "Alternative types and their impact on salespeople's performance and satisfaction Journal of Marketing Research"
  36. Jo, "Controlling social-desirability bias via method factors of direct and indirect questioning in structural equation models", pp.137~48 (2000)
  37. Keaveney, "Customer switching behavior in service industries Journal of Marketing", pp.71~82 (1995)
  38. Kelley, "A typology of retail failures and recoveries Journal of Retailing", pp.429~452 (1993)
  39. Kim, "The effects of the supervisory trust and personal characteristics on the salesperson's efforts and performance Journal of Korean Academy of Marketing Science", pp.21~42 (2003)
  40. Kim, "Determinants of hotel employees pro-social behaviors Focusing on the effect of corporate social performance", corporate eco ement(mic performance), pp.103~124 (2000)
  41. Kim, "and subsidiary top management compliance with multinationals' corporate strategic decisions Academy of Management Journal", pp.502~526 (1993)
  42. Kim, "Antecedents and consequences of trusts in on and off line in internet banking Journal of Korean Academy of Marketing Science", pp.159~181 (2004)
  43. "How the achievement of human-resources goals drives restaurant performance", pp.17~24 (2003)
  44. Kumar, "The effects of supplier fairness on vulnerable resellers Journal of Marketing Research", pp.54~65 (1995)
  45. Lee, "What factors influence customer-oriented prosocial behavior of customer-contact employees? Journal of Services Marketing", pp.251~264 (2006)
  46. MacKenzie, "The role of attitude toward the ad as a mediator of advertising effectiveness A test of competing explanations Journal of Marketing Research", pp.130~43 (1986)
  47. MacKenzie, "Some possible antecedents and consequences of in-role and extra-role salesperson performance Journal of Marketing", pp.87~98 (1998)
  48. MacKenzie, "The impact of organizational citizenship behavior on evaluations of salesperson performance Journal of Marketing", pp.70~80 (1993)
  49. MacKenzie, "Journal of the Academy of Marketing Science", pp.115~134 (2001)
  50. Mohr, "Characteristics of partnership success", pp.135~152 (1994)
  51. Moorman, "Relationships between providers and users of market research The dynamics of trust within and between organizations Journal of Marketing Research", pp.314~328 (1992)
  52. Morgan, "The commitment-trust theory of relationship marketing Journal of Marketing", pp.20~38 (1994)
  53. Morris, "Can commitment be managed? A longitudinal analysis of employee commitment and human resource polices", pp.21~40 (1990)
  54. Steers, "The measurement of organizational commitment Journal of Vocational Behavior", pp.224~247 (1979)
  55. Boles, "An investigation into the antecedents of organizational citizenship behaviors in a personal selling context Journal of Marketing", pp.85~98 (1997)
  56. Oliver, "Consumer perceptions of interpersonal equity and satisfaction in transactions Journal of Marketing", pp.21~35 (1989)
  57. O'Reilly, "The effects of compliance and internationalization on prosocial behavior Journal of Applied Psychology", pp.492~499 (1986)
  58. Organ, "A reappraisal and reinterpretation of the satisfaction-causes- performance hypothesis Academy of Management Review", pp.46~53 (1977)
  59. Palmer, "Journal of Marketing Management", pp.495~512 (1994)
  60. A, "A multi-item scale for measuring consumer perceptions of service quality Journal of Retailing", pp.12~40 (1988)
  61. Park, "The effect of working relationship quality on salesperson performance and job satisfaction Adaptive selling behavior in Korean automobile sales representatives Journal of Business Research", pp.204~213 (2006)
  62. Plank, "Perceived trust in business-to- business sales Journal of Personal Selling & Sales Management", pp.61~71 (1999)
  63. MacKenzie, "Transformational leader behavior and their effects on followers' trust in leader", pp.107~142 (1990)
  64. Prusak, "How to invest in social capital", pp.86~93 (2001)
  65. & Singh, "Antecedents and consequences of merit pay fairness for industrial salespeople Journal of Marketing", pp.46~66 (2003)
  66. A, "European Journal of Marketing"
  67. Reynolds, "Customer benefits and company consequences of customer-salesperson relationships in retailing Journal of Retailing", pp.11~32 (1999)
  68. Schurr, "Influence on exchange processes Buyers' preconceptions of a seller's trustworthiness and bargaining toughness Journal of Consumer Research", pp.939~953 (1985)
  69. Selnes, "Antecedents and consequences of trust and satisfaction in buyer-seller relationship European Journal of Marketing", pp.305~322 (1998)
  70. Smith, "Becoming an employer of choice Assessing commitment in the hospitality workplace International Journal of Contemporary Hospitality Management", pp.3~9 (1996)
  71. Testa, "Do they know how their employees feel about them?", pp.80~89 (2001)
  72. Udo, "An investigation of the antecedents of turnover intention for manufacturing plant managers International Journal of Operations & Production Management", pp.912~930 (1997)
  73. Westbrook, "Sources of consumer satisfaction with retail outlets Journal of Retailing", pp.68~85 (1981)
  74. Williams, "Antecedents and consequences of satisfaction and commitment in turnover Models Journal of Applied Psychology", pp.219~231 (1986)
  75. Wilson, "An integrated model of buyer-seller relationships Journal of the Academy of Marketing Science", pp.335~345 (1995)
  76. Wong, "Customers' perspectives on service quality and relationship quality in retail encounters", pp.424~433 (2002)
  77. & Hunt, "The influence of relational Journal of the Academy of Marketing Science", pp.335~57 (2001)
  78. Yoon, "A study on the servant leadership in hotel organization on the attitude of employees Journal of Korean Academy of Marketing Science", pp.107~123 (2006)
  79. Hair, "Multivariate Data Analysis" (2006)

관련 논문AI추천

이 간행물의 다른 논문 (6건)