[thesis] 강정희 / 2010 / 가족친화적 기업복지제도의 제공 정도와 조직문화의 가족친화성이 기혼근로자의 직무열의에 미치는 영향과 직장-가정갈등의 매개효과 / 박사 / 경기대학교 대학원

[journal] 강재완 / 2016 / Structural Relationships among Hotel Frontline Employees’ Job Crafting, Job Burnout and Job Engagement: Focused on the Mediating Effect of Job Burnout / 관광학연구 / 한국관광학회 40(4) : 149~163 / http://dx.doi.org/10.17086/JTS.2016.40.4.149.163

[journal] 강황선 / 2008 / An Exploratory Study on Determinants of Citizen's Satisfaction on Public Services: Utilizing Herzberg's Theory / 한국정책과학학회보 / 한국정책과학학회 12(4) : 155~178

[journal] 고선희 / 2014 / The Effect of Cabin Leadership Styles on LMX and Customer Orientation in Airlines / Tourism Research / 한국관광산업학회 39(4) : 205~221

[journal] 구동우 / 2015 / The Study on Pygmalion Leadership Applied to Rosental Effect. / 외식경영연구 / 한국외식경영학회 18(3) : 127~151

[journal] 구동우 / 2016 / The Chain Hotel Chef’s Pygmalion Leadership for Effective Teamwork of Cooks / 한국프랜차이즈경영연구 / 한국프랜차이즈경영학회 7(1) : 13~20

[journal] 구효진 / 2010 / The study about Employees' Burnout and Job Engagement Using JD-R model / 외식경영연구 / 한국외식경영학회 13(5) : 47~65

[journal] 권인수 / 2011 / A Study on the Antecedents of Job Engagement and Psychological Conditions as the Mediators / 인적자원관리연구 / 한국인적자원관리학회 18(4) : 113~134

[thesis] 김남기 / 2011 / 영업사원의 지각된 감정노동 활동이 직무소진, 직무열의에 의한 이직의도와 고객지향성에 미치는 영향 : 감정지능의 조절효과를 중심으로 / 박사 / 전북대학교 대학원

[journal] 김보람 / 2012 / The Moderating Effect of Teachers’ Stress Management in Relation to Work Environment with Job Engagement and Burnout Respectively / 스트레스 硏究 / 대한스트레스학회 20(3) : 199~208

[journal] 김성종 / 2014 / Effects of Self Leadership on the Customer Oriented Public Service: A Case of Local Government Public Officials / 한국콘텐츠학회 논문지 / 한국콘텐츠학회 14(11) : 713~721 / http://dx.doi.org/10.5392/JKCA.2014.14.11.713

[journal] 김순하 / 2006 / An Empirical Study about the Influence of the Employee Perception of Organizational Effectiveness on Customer Orientation in Food Industry. / 호텔관광연구 / 한국호텔관광학회 8(4) : 112~125

[journal] 김순희 / 2013 / The Structural Model Analysis for The Effect of Friendship, TMX, Team Commitment and Customer Orientation of Team Members: By Flight Attendants in Airlines / 관광레저연구 / (사)한국관광레저학회 25(8) : 391~407

[journal] 김윤섭 / 2015 / The Relationship Between Pygmalion Leadership, Organizational Commitment, Organizational Citizenship Behaviors, and Customer Orientation of Golf Club Employees: A Moderating Role of Self-Efficacy / 한국사회체육학회지 / 한국사회체육학회 (62) : 155~171

[journal] 김정숙 / 2015 / Effects of Self Core Evaluation on the Customer Oriented Public Service: Mediating Effect of Job Engagement / 한국콘텐츠학회 논문지 / 한국콘텐츠학회 15(8) : 209~217 / http://dx.doi.org/10.5392/JKCA.2015.15.08.209

[journal] 김준영 / 2016 / The Study on the job demand-resource model about burnout and engagement in Hotel: Focusing on the Moderating Effect of Job Resourcefulness / 관광레저연구 / (사)한국관광레저학회 28(8) : 127~148

[journal] 김호석 / 2013 / The Effect of General Manager's Transformational Leadership in Hotel on Foodservice Employee's Job Engagement, Job Performance, and Turnover Intention / 한국외식산업학회지 / 한국외식산업학회 9(3) : 29~43 / 10.22509/kfsa.2013.9.3.003

[journal] 김효연 / 2015 / Examining the Relationship among Coffee Store Employees' Job Demands, Job Resource, Job Engagement, and Job Satisfaction / 외식경영연구 / 한국외식경영학회 18(1) : 95~115

[journal] 박노윤 / 2011 / The Antecedents of Job Engagement and its Effects on Organizational Citizenship Behaviors / 경영교육연구 / 한국경영교육학회 26(5) : 543~573

[thesis] 박인양 / 2010 / 호텔 피그말리온 리더십이 LMX와 조직몰입에 미치는 영향 / 박사 / 경기대학교 관광전문대학원

[journal] 박수진 / 2014 / A Study on Flight Employees' Value Proposition on Customer Orientation / 관광연구 / 대한관광경영학회 29(2) : 25~39

[journal] 박정민 / 2016 / Effects of Self Leadership on Job Engagement, Trust in Supervisors and Change-Oriented Organizational Citizenship Behavior among Flight Attendants / 관광연구 / 대한관광경영학회 31(2) : 283~303

[journal] 박종철 / 2013 / The Effects on the Hotel Employees' Job Rotation Influence to Customer Orientation and Career Success based on Employee Value Proposition / 관광연구저널 / 한국관광연구학회 27(5) : 67~86

[thesis] 성오현 / 2013 / 호텔 서비스 접점 직원의 직무요구, 소진, 직무열의 및 고객지향성간의 구조적 관계 : 자아탄력성의 조절효과를 중심으로 / 박사 / 세종대학교 대학원

[journal] 신태진 / 2016 / Long - term Strategy and its Directions for Incheon International Airport / 한국항공경영학회지 / 한국항공경영학회 14(3) : 101~120

[journal] 오서경 / 2014 / The Effect of Social-Face Sensitivity on Job Engagement, Job Burnout and Turnover Intention of Service Employees in the Full-Serviced Restaurant / 호텔경영학연구 / 한국호텔외식관광경영학회 23(3) : 61~81

[journal] 오정학 / 2011 / A Study on Causes, Consequences and Alleviative Factors of Burnout of National Airline Cabin Attendants / 호텔경영학연구 / 한국호텔외식관광경영학회 20(4) : 271~291

[journal] 오인수 / 2006 / The Pygmalion Effect in Organizations Revisited:The Conceptualization of the Pygmalion Leadership Behavior and Its Impact Process in Organizations / 한국심리학회지: 산업 및 조직 / 한국산업및조직심리학회 19(3) : 301~324

[journal] 오인수 / 2001 / 피그말리온 리더십 행동의규명 및 측정 / 한국 심리학회지 산업 및 조직 14(2) : 43~71

[journal] 어윤선 / 2009 / The Effect of the Empathic Factors of the Employees in the Food Service Industry on Emotional dissonance and Customer Orientation / 외식경영연구 / 한국외식경영학회 12(1) : 81~109

[journal] 예지은 / 2013 / A Study on the Relationship between Empowering Leadership and Work Engagement - Investigating Mediating Effects of Self-Efficacy and Meaningfulness - / 대한경영학회지 / 대한경영학회 26(2) : 435~452

[confproc] 유시정 / 2008 / 조직의 서비스지향성이 직원만족과 서비스성과에 미치는 영향에관한 연구 / 한국서비스경영학회 하계통합학술대회 / 한국서비스경영학회 : 199~200

[journal] 이동희 / 2007 / 항공사 객실승무원의 클래스별 차이역량에 관한 연구 / 한국항공경영학회지 / 한국항공경영학회 5(1) : 107~126

[journal] 이성희 / 2015 / The Strategic Response of the Existing Airline Against the Market Entry of a Low Cost Carrier / 상품학연구 / 한국상품학회 33(3) : 99~107

[journal] 이애주 / 2009 / Relationship between Organizational Commitment and Customer Orientation among Hotel F&B Employees / 관광연구 / 대한관광경영학회 24(5) : 297~314

[journal] 신강현 / 2006 / The role of emotional Labor strategies in the job demand-resource model with burnout and engagement - call centre employees case - / 한국심리학회지: 산업 및 조직 / 한국산업및조직심리학회 19(4) : 573~596

[thesis] 이 정 / 2003 / 리더십 유형이 조직몰입에 미치는 영향에 관한 연구 : 조직신뢰를 매개변인으로 / 박사 / 경희대학교 대학원

[journal] 이정 / 2004 / A Study of the Influence of Leadership Type on Organizational Commitment- Based on the Mediator of Organization Trust - / 조직과 인사관리연구 / 한국인사관리학회 28(1) : 137~172

[book] 이철 / 1995 / 고객지향 경영 & 고객지향 마케팅 / 명진출판

[journal] 이형룡 / 2006 / The Effects of Hotel Organizational Culture and Individual Value on Customer Orientation and Motivation / 관광레저연구 / (사)한국관광레저학회 18(2) : 151~170

[journal] 이철희 / 2012 / The Effect of Transformational Leadership and Transactional Leadership on Work Engagement: The Mediating Effect of Psychological Capital / 한국심리학회지: 산업 및 조직 / 한국산업및조직심리학회 25(1) : 147~169 / 10.24230/ksiop.25.1.201202.147

[journal] 장창권 / 2014 / The Study of Airline Cabin Crew's Positive Psychological Capital Effect on Job Attitude and Customer Orientation / 관광레저연구 / (사)한국관광레저학회 26(7) : 355~372

[journal] 장해진 / 2017 / The Effect of Inclusive Leadership on Customer Orientation and Job Performance: Focused on the Hotel & Food Service Industry / 외식경영연구 / 한국외식경영학회 20(4) : 159~180

[confproc] 전병윤 / 2016 / 내적동기부여와 외적동기부여의 상호작용 효과성에 관한 소론 / 대한경영학회 학술발표대회 발표논문집 / 대한경영학회 : 373~385

[journal] 정민주 / 2012 / The Effects of the Psychological Capital on Work Engagement of the Airline Flight Attendants -The Mediating Effects of Intrinsic Job Motivation- / 한국항공경영학회지 / 한국항공경영학회 10(3) : 201~220

[thesis] 정해동 / 2014 / 지방자치단체 공무원의 직무태도가 고객지향성에 미치는 영향 연구 : 직무열의의 매개효과를 중심으로 / 박사 / 단국대학교 대학원

[journal] 조주은 / 2012 / The Impact of Airline Service Encounter Employees' Supervisory Support and Self- Efficacy on Work Engagement / 관광레저연구 / (사)한국관광레저학회 24(3) : 205~223

[journal] 최형민 / 2013 / Antecedent Factors of Employee's Job Satisfaction and Customer Orientation in Hotel Service Encounter: Perceived Organizational Support vs. Person-Organization Fit. / 관광학연구 / 한국관광학회 37(3) : 11~34

[confproc] 홍권표 / 2016 / 상호작용 공정성이 조직시민행동에 미치는 영향: 리더신뢰의 매개효과와 서버느 리더십의 조절효과를 중심으로 / 2016 대한경영학회 춘계학술발표대회 발표논문집 / 대한경영학회 : 719~734

[thesis] 홍희정 / 2016 / 항공사 객실승무원의 피그말리온리더십이 LMX의 질, 상사신뢰, 창의적 직무몰입, 업무관련 정서적 웰빙, 조직시민행동에 미치는 영향에 관한 연구 / 박사 / 동국대학교

[book] 한규석 / 1995 / 사회심리학의 이해 / 학지사

[journal] 한수연 / 2016 / A study on the influence between emotional labor, customer orientation, and emotional intelligence of flight attendants / 관광연구저널 / 한국관광연구학회 30(6) : 167~181 / http://dx.doi.org/10.21298/IJTHR.2016.06.30.6.167

[journal] 현병무 / 2015 / The Influence of Job Engagement on Customer-Orientation: Mediating Effect of Organization Trust / 한국콘텐츠학회 논문지 / 한국콘텐츠학회 15(4) : 443~453 / http://dx.doi.org/10.5392/JKCA.2015.15.04.443

[journal] Chen, G. / 2003 / The impact of expectations on newcomer performance in teams as mediated by work characteristics, social exchanges and empowerment / Academy of Management Journal 46(5) : 591~607

[journal] Eden, D. / 2000 / Implanting pygmalion leadership style through workshop training: Seven field experiments / The Leadership Quarterly 11(2) : 171~210

[journal] Hakanen, J. J. / 2006 / Burnout and work engagement among teachers / Journal of School Psychology 43(6) : 495~513

[journal] Harter, J. K. / 2002 / Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes : A meta-analysis / Journal of Applied Psychology 87 : 268~279

[journal] Henning. T. / 2004 / Customer orientation of service employees : Its impact on customer satisfaction, commitment and relation / International Journal of Service Industry Management 15(5) : 460~478

[journal] Michael K. B. / 2001 / Customer orientation : effects on customer service perceptions and outcome behaviors / Journal of Service Research 3(3) : 241~251

[journal] Nahrgang, J. D. / 2011 / Safety at work : A metaanalytic investigation of the link between job demands, job resources, burnout, engagement, and safety outcomes / Journal of Applied Psychology 96 : 71~94

[journal] Rich, B. L. / 2010 / Job engagement : Antecedents and effects on job performance / Academy Management of Journal 53(3) : 617~635

[journal] Rosenthal, R. / 1994 / Interpersonal expectancy effects : A 30-year perspective / Current Directions in Psychological Science 3(6) : 176~179

[journal] Roskies, E. / 1990 / Job insecurity in managers : Antecedents and consequences / Journal of Organizational Behavior 11 : 345~359

[journal] Salanova, M. / 2005 / Linking organizational resources and work engagement to employee performance and customer loyalty : The mediation of service climate / Journal of Applied Psychology 90(6) : 1217~1227

[other] Schaufeli, W. B. / 2003 / UWES-utrecht work engagement scale :Test manual / Department of Psychology, Utrecht University

[journal] Schaufeli, W. B. / 2004 / Job demand, job resources, and their relationship with burnout and engagement:A multi-sample study / Journal of Organizational Behavior 25 : 293~315

[journal] Schaufeli, W. B. / 2002 / The measurement of engagement and burnout : A two Sample-confirmatory factor analytic Approach / Journal of Happiness Studies 3 : 71~92

[journal] Tierney, P. / 2004 / The pygmalion process and employee creativity / Journal of Management 30(3) : 413~432