서비스 풍토와 정서적 몰입 및 서비스 지향적 조직시민행동의 관련성에 관한 연구 = A Study on the Relationships among Service Climate, Affective Commitment and Service-Oriented Organizational Citizenship Behaviors

다국어 초록 (Multilingual Abstract)

This study empirically examines the relationships among perceived service climate, affective commitment and service-oriented organizational citizenship behaviors.
This study employed a questionnaire survey to test the hypotheses. A total of 365 employees working at in hotel corporations participated in survey, 350 data were used for statistical analysis after the elimination of inadequate sample. Structure equation modeling was used to examine the hypotheses.
The results of this study are as follows.
First, perceived service climate was positively related to affective commitment. Second, affective commitment was positively related to three types of service-oriented organizational citizenship behaviors - loyalty, service delivery, and participation. Finally, the summary, implications and limitations of the results with the future tasks were suggested.

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