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.

Abstract
 1. 문제제기 및 연구목적
 2. 이론적 배경
  2.1 서비스품질의 개념과 측정
  2.2 조직몰입 개념 및 서비스품질과의 관계
 3. 연구설계
  3.1 자료수집 및 분석 방법
  3.2 변수의 측정 및 타당성과 신뢰성
 4. 조사결과의 분석
 5. 결론 및 제언
 6. 참고문헌

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