레지던스호텔 직원들이 지각하는 임파워먼트가 조직몰입, 고객지향성에 미치는 영향
Effects of Empowerment Perceived by Residence Hotel on Organizational Commitment and Customer Orientation
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초록
This study has been carried out to empirically investigate the effects of empowerment perceived by residence hotels on organizational commitment and customer orientation, and thus to provide basic data on effective personnel management, based on the investigation. The findings of this study suggest that giving importance to self-determination/impact rather than meaning/competence, which are subcomponents of empowerment, leads to increased levels of organizational commitment and customer orientation and that giving importance to affective commitment rather than continuance commitment for organizational commitment results in an increased level of customer orientation. Accordingly, it is suggested in this study that, for the sake of fostering enhanced levels of customer satisfaction and orientation on the part of residence hotels, it is crucial to develop a full-fledged mentoring programme and a reasonable incentive system which will improve employee loyalty towards the organization,and thereby to establish a systemized, empowered personnel management system.
Abstract
This study has been carried out to empirically investigate the effects of empowerment perceived by residence hotels on organizational commitment and customer orientation, and thus to provide basic data on effective personnel management, based on the investigation. The findings of this study suggest that giving importance to self-determination/impact rather than meaning/competence, which are subcomponents of empowerment, leads to increased levels of organizational commitment and customer orientation and that giving importance to affective commitment rather than continuance commitment for organizational commitment results in an increased level of customer orientation. Accordingly, it is suggested in this study that, for the sake of fostering enhanced levels of customer satisfaction and orientation on the part of residence hotels, it is crucial to develop a full-fledged mentoring programme and a reasonable incentive system which will improve employee loyalty towards the organization,and thereby to establish a systemized, empowered personnel management system.
참고문헌 (25)
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