호텔직원의 직무착근도가 고객지향성에 미치는 영향 = LMX질의 매개효과를 중심으로

다국어 초록 (Multilingual Abstract)

This study aimed to investigate how job embededness of hotel employees affects customer orientation, and what factors of job embededness influence customer orientation by putting LMX quality as parameter. It proposes the importance of human service and relationship between subordinates and superiors that allows hotel enterprises to achieve the management target and suggests implications in securing talents and custody management-wises of excellent hotel employees. The empirical analysis involved with the employees of the deluxe hotel located in Seoul and survey was conducted from Jan 2 to Jan 31, 2012. A total of 378 questionnaires were used for the empirical analysis. The summary of the analysis is as follow: First, suitability, tie, and sacrifice that represent job embeddedness have influenced customer orientation in a statistically positive way. Second, affinity, loyalty, contribution will, and respect as LMX quality factors are playing a role of mediator in the relationship between job embededness of hotel employees (suitability, tie, sacrifice) and customer orientation. The implication of this study is that although job embededness affects customer orientation, the hotel manager should recognize that LMX quality of affinity, loyalty, contribution will and respect that employees have determines the effect of job embededness on customer orientation.