논문 상세보기

호텔 종사원의 조직몰입과 서비스품질의 관계 및 성의 조절효과 KCI 등재

The relationship between organizational commitment and service quality, and the moderating effect of gender in hotel

  • 언어KOR
  • URLhttps://db.koreascholar.com/Article/Detail/245332
구독 기관 인증 시 무료 이용이 가능합니다. 4,000원
대한안전경영과학회지 (Journal of Korea Safety Management & Science)
대한안전경영과학회 (Korea Safety Management & Science)
초록

Since IMF system was introduced once, downsizing has been usual phenomenon in business sphere. Downsizing influences the unemployed, and also the survivors such as in job stress, communication bias, lower organizational commitment and so on. This paper reviewed the relationship between organizational commitment and service quality, and the moderating effect of sex in hotel. Based on the responses from 494 hotel employees, the results of multiple regressional analysis showed that affective OC and normative OC have affirmative effects on service quality. The results of moderating analysis showed that continuance OC has an affirmative interactive-effect on responsiveness, assurance, and empathy with gender, and affective OC an negative interactive-effect on assurance.

저자
  • 안관영 | Ahn, Kwan-Young