서비스산업에서 접객직원들의 핵심자기평가가 서비스회복성과에 미치는 영향 = The Effects of the Core Self-Evaluation on Service Recovery Performance of Frontline Employee in Service Industry : The Role of Job Satisfaction and Perceived Supervisor Support

다국어 초록 (Multilingual Abstract)

The purpose of this study is to investigate the effects of the core-self evaluation(CSE) on the both service recovery performance(SRP) and job satisfaction(JS), to also examine the mediation mechanism of JS, and moderation effect of perceived supervisor support(PSS) for the relationship between CSE and SRP as well as relationship between CES and JS. More specifically, we propose that CSE has a positive effect on the both SRP and JS, and that JS mediates the relationship between CSE and SRP. Further, we propose that PSS strengthens such relationships between CSE and SRP as well between CSE and JS. The results from the sample of 241 front-line staffs in the service industries generally confirm our hypotheses excepting for moderation effect on the relationship between CSE and JS. Our findings imply that the employee trait such as CSE influences a job attitude for job satisfaction and job performance for service recovery performance and that the job performance effect of CES depends on PSS across employees.

목차 (Table of Contents)

• Abstract
• Ⅰ. 서론
• Ⅱ. 이론적 배경
• Ⅲ. 연구모형과 가설
• Ⅳ. 실증분석
• Ⅴ. 결론
• 참고문헌