5성급 호텔 서비스 종사자의 조직지원인식이 서비스 혁신행동에 미치는 영향 - 조직애착의 매개효과 -
The Impact of Five-star Hotel Service Employees’ Perception of Organizational Support(POS) on Service Innovation Behavior - Mediating Effect of Organizational Attachment -
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This study addresses ways to improve the service innovation behavior of employees in the five-star hotel service sector at an organizational level. To achieve the purpose of the study, we empirically analyzed the causal relationship between the variables perception of organizational support (POS), organizational attachment, and innovation behavior derived through literature research. The analysis sample used was 179 responses from employees in the service departments of five-star hotels located in Seoul. As a hypothesis verification method, a three-stage mediation effect analysis was conducted using the SPSS statistical package. As a result, it was confirmed that perception of organizational support had a significant positive influence on organizational attachment and innovative behavior, and organizational attachment was found to have a partial mediating effect on the effect of perception of organizational support on innovative behavior. These results indicate that hotel service employees' perceived organizational support is a causal variable that increases innovative service behavior along with improved organizational attachment, and suggests the need for an effective and diversified support system for employees.
Abstract
This study addresses ways to improve the service innovation behavior of employees in the five-star hotel service sector at an organizational level. To achieve the purpose of the study, we empirically analyzed the causal relationship between the variables perception of organizational support (POS), organizational attachment, and innovation behavior derived through literature research. The analysis sample used was 179 responses from employees in the service departments of five-star hotels located in Seoul. As a hypothesis verification method, a three-stage mediation effect analysis was conducted using the SPSS statistical package. As a result, it was confirmed that perception of organizational support had a significant positive influence on organizational attachment and innovative behavior, and organizational attachment was found to have a partial mediating effect on the effect of perception of organizational support on innovative behavior. These results indicate that hotel service employees' perceived organizational support is a causal variable that increases innovative service behavior along with improved organizational attachment, and suggests the need for an effective and diversified support system for employees.
참고문헌 (40)
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