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5성급 호텔종사원의 고객지향성을 결정짓는 선행적 요인-직업소명의식, 효능감, 열의를 중심으로-

The Leading factors that determine the Customer orientation of 5-star hotel employees-Focusing on Job calling, Efficacy, and Engagement-

구동우|고주희
한국외식산업학회 (The Korean Foodservice Association)|2023.08|한국외식산업학회지 (FoodService Industry Journal)|제19권 제4호|pp. 109-124|DOI 10.22509/kfsa.2023.19.4.007

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키워드

Self efficacyJob engagementSense of CallingCustomer orientationOrganization efficacy
주제분류관광학

초록

As the hospitality industry market becomes more competitive today, it is essential to consider employees who face customers in all organizations, work for the organization, and ultimately improve the organization's performance. Since hotel industry workers have low job satisfaction compared to their expectations, it is urgent for them to have a sense of job calling, a professional attitude that perceives the meaning and goals of life in the work itself. Furthermore, hotel companies should develop strong strategies that motivate employees to have confidence in themselves and their organizations, and to have a commitment to work and a attitude to provide high-quality services to customers. In order to overcome this competitive situation and gain a competitive advantage, this study examines the effect of hotel employees' sense of job calling on customer orientation through self-efficacy, collective efficacy, and job enthusiasm. The results of the study are as follows. First, it was found that hotel employees' sense of job calling had a significant positive (+) effect on self-efficacy and collective efficacy job enthusiasm, but did not have a significant effect on job enthusiasm. Second, self-efficacy has a significant positive (+) effect on group efficacy, job enthusiasm, and customer orientation. Third, group efficacy has a significant positive (+) effect on job enthusiasm, but does not have a significant effect on customer orientation. Fourth, job enthusiasm was found to have a significant positive (+) effect on customer orientation.

Abstract

As the hospitality industry market becomes more competitive today, it is essential to consider employees who face customers in all organizations, work for the organization, and ultimately improve the organization's performance. Since hotel industry workers have low job satisfaction compared to their expectations, it is urgent for them to have a sense of job calling, a professional attitude that perceives the meaning and goals of life in the work itself. Furthermore, hotel companies should develop strong strategies that motivate employees to have confidence in themselves and their organizations, and to have a commitment to work and a attitude to provide high-quality services to customers. In order to overcome this competitive situation and gain a competitive advantage, this study examines the effect of hotel employees' sense of job calling on customer orientation through self-efficacy, collective efficacy, and job enthusiasm. The results of the study are as follows. First, it was found that hotel employees' sense of job calling had a significant positive (+) effect on self-efficacy and collective efficacy job enthusiasm, but did not have a significant effect on job enthusiasm. Second, self-efficacy has a significant positive (+) effect on group efficacy, job enthusiasm, and customer orientation. Third, group efficacy has a significant positive (+) effect on job enthusiasm, but does not have a significant effect on customer orientation. Fourth, job enthusiasm was found to have a significant positive (+) effect on customer orientation.

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