호텔의 사내 교육훈련과 학습조직문화가 프론트 오피스 종사자의 혁신적 정보시스템 활용에 미치는 영향과 자기학습의 매개효과 분석 = Internal Training, Organizational Learning Culture, and Innovative Information Systems(IS) Use of Hotel Front Office Employees: Mediation Effect of Self-learning

국문 초록 (Abstract)

호텔의 정보시스템 도입이 조직의 성과 향상 및 경쟁우위 확보에 중요한 역할을 할 것이라는 예상과 달리, 그 실질적인 성과는 다양한 차이를 보였다. 이에 기존 연구는 그 원인을 조직이 아닌 사용자 개인의 정보시스템 수용행동으로 보고, 그 선행요인을 밝히는 연구를 진행해 왔다. 그러나 정보시스템 활용이 보편화되고 의무화 된 현재의 상황에서는 단순한 기술수용을 넘어 다양한 정보시스템 활용패턴의 차이를 설명하는 것이 더욱 중요하다. 본 연구에서는 가장 진취적이고 효과적인 활용패턴으로 혁신적 정보시스템 활용을 선정하고, 그 설명요인을 분석하고자 한다. 먼저, 조직차원의 설명변수로서 공식적 개입의 사내 교육훈련과 비공식적 환경의 학습조직문화가 혁신적 정보시스템 활용에 미치는 영향을 검증하고자 하였다. 다음으로, 개인적 차원으로서 종사자의 정보시스템 자기학습이 가지는 매개효과를 분석하고자 하였다. 본 연구는 실증을 위해 17개 호텔의 프론트 오피스 종사자를 대상으로 총 189부의 유효설문지를 회수하였고, PLS-SEM을 통해 가설을 검증하였다. 또한 분석 결과를 기반으로 이론적, 실무적 시사점을 제시하고 있다.

다국어 초록 (Multilingual Abstract)

Early expectations of information systems (IS) potential related to the performance and competitive advantage of hotels have contrasted with the realization of that potential. To address this gap, the majority of existing literature has focused on predictors of individual employees’ IS adoption in the early implementation stage. However, the development of IS has moved from the early adoption stage to the mandated use stage where individual employees are required to use the systems and to utilize a variety of usage patterns. This research focused on innovative IS use and tried to explain its predictors. Based on a PLS-SEM analysis of a survey of 189 front office employees in 17 hotels in Korea, this study analyzed the positive influence of both formal internal IS training and informal organizational learning culture on innovative IS use. Furthermore, this research proposed and analyzed the mediating effect of front office employees’ self-learning behavior in order to elucidate the path of how the organizational variables affected innovative IS usage.

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