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리더-종사원의 교환관계(LMX), 고객지향성, 조직시민행동 간의 관계성 연구 - 외식업체 종사원을 중심으로 -

A Relationship between LMX(Leader-Member Exchange), Customer Orientation, Organizational Citizenship Behavior - Focused on the Food Service Industry -

조태영|조영신
한국호텔리조트학회 (Korea Hotel & Resort Association)|2018.08|호텔리조트연구 (Journal of Hotel & Resort)|제17권 제3호|pp. 277-296

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참고문헌

키워드

LMX(Leader-Member Exchange)Customer OrientationOrganizational Citizenship Behavior
주제분류관광학

초록

This study in global overall food enterprise S food service industry was intended to provide various suggestion in order to be utilized as business strategy of organization henceforth, by verifying the relationship between each factor what influence does exchange relation between leader and employee-namely, LMX(leader-member exchange) have on customer orientation and organizational citizenship behavior. The summary of the study results is as follows. First, leader-member exchange relation turned out to have positive influence on customer-orientation. Second, leader-member exchange relation turned out to have positive influence on organizational citizenship behavior. Third, customer-orientation turned out to have positive influence on organizational citizenship behavior. Based on the results, it provides theoretical foundation establishing LMX(leader-member exchange), customer orientation, structural relation among organizational citizenship behavior. In order to positively maintain correlation among emotional relatedness and trust formation in leader-member, food service industry should consistently understand and endeavor with an active support. The results suggest the followings; members' periodic service education, service environment where members work based on trust and mutual respect not simply as member, but like family. In addition, development of teamwork program and leadership education is needed.

Abstract

This study in global overall food enterprise S food service industry was intended to provide various suggestion in order to be utilized as business strategy of organization henceforth, by verifying the relationship between each factor what influence does exchange relation between leader and employee-namely, LMX(leader-member exchange) have on customer orientation and organizational citizenship behavior. The summary of the study results is as follows. First, leader-member exchange relation turned out to have positive influence on customer-orientation. Second, leader-member exchange relation turned out to have positive influence on organizational citizenship behavior. Third, customer-orientation turned out to have positive influence on organizational citizenship behavior. Based on the results, it provides theoretical foundation establishing LMX(leader-member exchange), customer orientation, structural relation among organizational citizenship behavior. In order to positively maintain correlation among emotional relatedness and trust formation in leader-member, food service industry should consistently understand and endeavor with an active support. The results suggest the followings; members' periodic service education, service environment where members work based on trust and mutual respect not simply as member, but like family. In addition, development of teamwork program and leadership education is needed.

참고문헌 (53)

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