Journal of Tourism Sciences 2021 KCI Impact Factor : 2.61
The Effects of Service Employees' Role Ambiguity and Role Conflict on Extra-Role Pro-Social Behavior: The Mediating Roles of Psychological Empowerment & Burnout
ABSTRACT
열림/닫힘 버튼KEYWORDS
열림/닫힘 버튼206 Viewed
0 Downloaded
KCI Citation Counts (13)
열림/닫힘 버튼[journal]
김상덕
/ 2008
/
A Study on Antecedents of Customer Oriented Boundary Spanning Behaviors between Buyers and Sellers
/ 경영학연구
/ 한국경영학회
37(4)
: 1075~1096
[journal]
김상희
/ 2006
/
A Study on Relationship of Salesperson’s EmotionalIntelligence, Burnout, and Customer-Oriented Selling Behavior
/ 경영학연구
/ 한국경영학회
35(1)
: 183~225
[journal]
김승용
/ 2006
/
An Empirical Testing of A Multi-route Model on LMX - Job Satisfaction Relationship
/ 경영학연구
/ 한국경영학회
35(6)
: 1649~1679
[journal] 김재영 / 2000 / 호텔종업원 친소비자 행동의 결정변수: 사회적 성과, 경제적 성과, 몰입, 분배공정성의 영향을 중심으로 / 마케팅연구 15(1) : 103~124
[journal] 박봉규 / 1999 / 호텔종사원의 직무만족과 고객지향간의 관계에 있어서 자발적 행동과 직무역할행동의 역할에 관한 연구 / 관광학연구 22(3) : 31~53
[journal]
배기철
/ 2003
/
Antecedent and Consequent Factors of Travel Agency Employee’s Stress
/ 관광학연구
/ 한국관광학회
27(1)
: 221~243
[journal]
손해경
/ 2009
/
The relationship between emotional variable, burnout and job satisfaction in the job performance of hotel employee’s
/ 관광학연구
/ 한국관광학회
33(4)
: 273~295
[journal]
안형원
/ 2004
/
Mentoring Function and Role Stress in Airline Industry
/ 관광학연구
/ 한국관광학회
28(2)
: 63~76
[journal]
윤만희
/ 2005
/
Perceived Exchange Relationships of ServiceEmployees and Its Impact on In-Role/Extra-RoleBehavioral Performance
/ 경영학연구
/ 한국경영학회
34(3)
: 783~813
[journal]
윤성욱
/ 2004
/
A Study on the Structural Relationship between Employee Services and Store Loyalty
/ 한국마케팅저널
/ 한국마케팅학회
6(3)
: 59~82
[journal]
이동명
/ 2008
/
Effect of Emotional Labor and Social Supporton Burnout of Airline Cabine Attendants
/ 관광학연구
/ 한국관광학회
32(2)
: 213~231
[journal] 이용기 / 2001 / 고객접점 종업원의 친사회적 행위에 대한 고객지각이 종업원 서비스품질 평가, 고객만족과 고객의 자발적 행위에 미치는 영향 / 마케팅연구 16(3) : 105~125
[journal]
이형룡
/ 2005
/
The Relationship among Hotel Employees’ Uniform Satisfaction, Role Conflict, and Customer Orientation
/ 관광학연구
/ 한국관광학회
29(1)
: 287~308
[book] 이화인 / 2009 / 호텔·외식 고객행동 / 기문사
[journal]
이화인
/ 2008
/
The Effects of Hotel Employees’ Brand Identification and Service Value Perception on Emotional Dissonance and Pro-Customer Role Performance
/ 관광학연구
/ 한국관광학회
32(5)
: 297~314
[journal]
허갑수
/ 2007
/
A Study on the Adjustment Role of LMX That Shows How Psychological Empowerment Affects Organizational Commitment- Focusing on team-organization -
/ 인적자원관리연구
/ 한국인적자원관리학회
14(3)
: 207~222
[journal] Bettencourt, L. A. / 1997 / Contact Employees: Relationship Among Workplace Fairness, Job Satisfaction and Prosocial Service Behaviors / Journal of Retailing 73(1) : 39~61
[book] Cherniss, C. / 1998 / Staff Burnout: Job Stress in the Human Services / Sage
[journal] Elovainio, M. / 2001 / The Effects of personal Need for Structure and Occupational Identity in the Role Stress Process / The Journal of Social Psychology 14(3) : 365~378
[journal] Fisher, R. T. / 2001 / Role Stress, the Type A Behavior Pattern, and External Auditor Job Satisfaction and Performance / Behavioral Research in Accounting 13 : 143~170
[journal] Fried, Y. B. / 1998 / The Interactive Effect of Role Conflict and Role Ambiguity on Job performance / Journal of Occupational and Organizational Psychology 71 : 19~27
[journal] George, J. M. / 1991 / State or Trait: Effects of Positive Mood on Prosocial Behaviors at Work / Journal of Applied Psychology 76 : 199~207
[confproc] Hoffman, K. D. / 1994 / The Influence of Service Provider Mood States on Prosocial Behaviors and Service Quality Assessments / AMA Winter Educators' Proceedings / American Marketing Association
[journal] Jackson, S. / 1985 / A Meta-Analysis and Conceptual Critique of Research on Role Ambiguity and Role Conflict in Work Settings / Organizational Behavior and Human Decision Processes 36 : 16~78
[journal] Lee, R. T. / 1996 / A Meta-Analytic Examination of the Correlates of the Three dimensions of Job Burnout / Journal of Applied Psychology 81(2) : 123~133
[journal] MacKenzie, S. B. / 1993 / The Impact of Organizational Citizenship Behavior on Evaluations of Salesperson Performance / Journal of Marketing 57 : 70~80
[book] Maslach, C. / 1982 / Burnout: The Cost of Caring / Prentice-Hall
[book] Maslach, C. / 1984 / Burnout in Organizational Setting. in: Applied social Psychology Annual: Application in Organizational Setting / Sage : 133~154
[journal] Michaels, D. H. / 1996 / The Management of Customer- Contact Service Employees: An Empirical Investigation / Journal of Marketing 60 : 52~70
[book] Pine, A. M. / 1988 / Career Burnout: Causes and Cures / Free Press
[journal] Posdakoff, P. M. / 1994 / Organizational Citizenship Behaviors and Sales Unit Effectiveness / Journal of Marketing Research 31 : 351~363
[journal] Senatra, P. / 1980 / Role Conflict, Role Ambiguity and Organizational Climate in a Public Accounting Firm / The Accounting Review 55(4) : 594~603
[journal] Singh, J. / 1993 / Boundary Role Ambiguity: Facets, Determinants, and Impacts / Journal of Marketing 57 : 12~31
[journal] Singh, J. / 1998 / Striking a Balance in Boundary-spanning Positions: An Investigation of Some Unconventional Influence of Role Stressors and Job Characteristics on Job Outcomes of Salespeople / Journal of Marketing 62(3) : 69~87
[journal] Spreitzer, G. M. / 1996 / Social Structural Characteristics of Psychological Empowerment / Academy of Management Journal 39(2) : 483~504
[journal] Spreitzer, G. M. / 1997 / A Dimensional Analysis of the Relationship between Psychological Empowerment and Efectiveness, Satisfaction, and Strain / Journal of Management 23(5) : 679~704