서울시 특급호텔 종사원의 임파워먼트의 영향에 관한 연구 - 서비스회복, 직무만족 및 조직몰입을 중심으로 -
A Study on the Effects of Hotel Employees Empowerment on Service Recovery, Job Satisfaction and Organizational Commitment
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초록
본 연구에서는 호텔 종사원의 임파워먼트가 서비스회복, 직무만족, 조직몰입에 어떠한 영향을 미치는지를 실증적으로 파악하고자 한다. 서울 소재 특1급 호텔 6곳에 270부의 설문지를 배부하여 262부를 수거하였고, 그 중 유효한 255부를 분석자료로 사용하였다. 실증분석 결과, 임파워먼트는 서비스회복의 하위요소인 적응적 회복과 적극적 회복 모두에 긍정적인 영향을 미치는 것으로 나타났다. 특히 임파워먼트는 직무만족과 조직몰입에 모두 유의한 영향을 미치는 것으로 나타났다. 적응적 회복과 적극적 회복 모두는 직무만족과 조직몰입에, 마지막으로 직무만족은 조직몰입에 각각 유의한 영향을 미치는 것으로 나타났다. 결과적으로 임파워먼트가 서비스회복, 직무만족, 조직몰입에 유의한 영향을 미침으로써, 호텔 종사원들을 관리하는 매니저와 관리자들에게 임파워먼트의 중요성을 일깨우는 실증적 정보제공의 기회가 될 것이다.
Abstract
The purpose of this study is to test if there is any significant effect of hotel employees empowerment on service recovery, job satisfaction and organizational commitment. In accordance of theoretical studies and previous examinations, hypotheses have been set to accomplish the objects. The 270 questionnaires were sent to 6 five-star hotels in Seoul and 262 questionnaires were collected. 255 questionnaires were finally analyzed. The findings of this study are summarized as follow: First, empowerment has positive effects on both adaptive recovery and proactive recovery. Second, the effects of hotel employees empowerment on job satisfaction, organizational commitment were positive. Third, both adaptive recovery and proactive recovery have positive effects on job satisfaction, organizational commitment. Forth, the effects of job satisfaction on organizational commitment were positive. It is concluded that hotel employees empowerment has significant effects on service recovery, job satisfaction and organizational commitment. Thus, the managers and owners of hotel should dedicate the empowerment to the employees. By doing this, the hotel can be more profitable and achieve a competitive advantage in the rapidly changing hotel management environment.
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