The Impact of Job Insecurity on Customer Orientation of Hotel Employees: The Moderating Effect of Grit
2018, 42(4), pp.49-67
Publisher : The Tourism Sciences Society Of Korea
Research Area : Tourism
-
This study was conducted to investigate whether grit positively influences the negative effects of job insecurity on hotel employees' customer orientation. A total of 243 questionnaires were used for analysis, collected from 5- and 4-star hotel employees in Seoul. Multiple regression analysis was performed in three stages, with demographic variables that could affect job insecurity, grit, and customer orientation as control variables. The results of the analysis are as follows. First, job insecurity had a negative effect on customer orientation. Second, when considering job insecurity and grit at the same time, job insecurity did not have a significant effect on customer orientation, but grit had a positive effect. Third, grit played a moderating role in reducing the negative impact of job insecurity on customer orientation. Fourth, employees with a lot of work experience and employees who had joined the labor union had high job security and customer orientation. Fifth, grit was correlated only with employment type among demographic variables. In other words, the grit of non-regular workers was higher than that of full-time employees. Based on the contents of this study, academic implications and practical implications are suggested.
-
[journal] 강두식 / 2010 / A Study on the Effects of customer orientations, employees satisfaction and service values to Business performance in Medical Service Organizations / 전자상거래학회지 / 한국전자상거래학회 11(1) : 19~40
[journal] 강미 / 2016 / The Effects of Employment Instability and Task Exhaust of Sports Instructor on Turnover Intention: Focus on the Moderating Effects of Job Satisfaction / 한국웰니스학회 / 한국웰니스학회 11(1) : 83~96
[journal] 구동우 / 2014 / A Study on the Effect Relationship among Customer Orientation, Burnout, and Turnover Intention for Travel Agent’s Employee / 호텔관광연구 / 한국호텔관광학회 16(5) : 107~129
[journal] 김권수 / 2014 / The Effect of Interaction between Unjust Working Environment and Possibility to Be Permanent Worker on Organizational Commitment and Work Happiness of Contract Worker in Hotel / 관광학연구 / 한국관광학회 38(8) : 57~74
[journal] 김권수 / 2016 / The Effect of Interpersonal Stress with Customers and Happiness in the Workplace on the Mental Health of Hotel Front-Line Employees / 관광학연구 / 한국관광학회 40(4) : 131~147 / http://dx.doi.org/10.17086/JTS.2016.40.4.131.147
[journal] 김권수 / 2017 / The Effect of the Interpersonal Attraction of Service Employees on a Customer’s Perceived Value / 관광학연구 / 한국관광학회 41(9) : 41~55 / http://dx.doi.org/10.17086/JTS.2017.41.9.41.55
[journal] 김대원 / 2012 / The Effects on Job Insecurity to the Job Performance in Railroad Organizations: Mediated by Organizational Citizenship Behavior / 한국철도학회논문집 / 한국철도학회 15(2) : 199~204
[journal] 김성호 / 2012 / The Effects of Internal Service Quality Factors on Customer Orientation in Small and Medium Hospitals / 병원경영학회지 / 한국병원경영학회 17(2) : 1~20
[journal] 김진구 / 2017 / The longitudinal effects of theory of implicit intelligence on academic achievement: The mediating effect of grit / 교육심리연구 / 한국교육심리학회 31(1) : 145~162 / http://dx.doi.org/10.17286/KJEP.2017.31.1.07
[journal] 류영주 / 2017 / On the Mediating Effects of Grit and Prosocial Behavior in the Relationship Between Intrinsic vs. Prosocial Motivation and Life Satisfaction / 한국심리학회지: 발달 / 한국심리학회 산하 한국발달심리학회 30(4) : 93~115
[journal] 박상언 / 2004 / An Empirical Study on the Relationships among the Job Insecurity, Trust and Job Performance of Survivors after the Implementation of Organizational Downsizing / 경영학연구 / 한국경영학회 33(2) : 503~529
[journal] 박세홍 / 2009 / 고용상태 변화가정신건강에 미치는 영향 / 상황과 복지 27 : 79~120
[journal] 박수영 / 2011 / A Study on Effects of Job Insecurity in Airline Employees on Job Satisfaction, Organizational Commitment and Organizational Citizenship Behavior / 대한경영학회지 / 대한경영학회 24(5) : 2711~2727
[journal] 박준철 / 2009 / Perceived Job Insecurity of Internet Information System Employees Impact on Organizational Trust and Organizational Commitment / 인터넷전자상거래연구 / 한국인터넷전자상거래학회 9(1) : 163~175
[journal] 박혜영 / 2016 / A Study on the Effects of Emotional Intelligence on Organizational Commitment, Customer Orientation and Turnover Intention in Global e - business Environment / e-비즈니스연구 / 국제e-비즈니스학회 17(1) : 3~30 / 10.15719/geba.17.1.201602.3
[journal] 여찬구 / 2015 / The Effects of Salespersons’ Job Insecurity on Customer Orientation: The Moderating Effect of Salesperson-Company Identification / 서비스경영학회지 / 한국서비스경영학회 16(5) : 125~147 / 10.15706/jksms.2015.16.5.006
[journal] 원용재 / 2017 / The effect of Organizational change on job stress: The Mediating Role of Job Insecurity and Moderating Effects of Boundaryless Career Attitude / 한국심리학회지: 산업 및 조직 / 한국산업및조직심리학회 30(4) : 563~587
[journal] 유정선 / 2017 / The Effects of Organizational Competencies Perceived by Flight Attendants on Customer Orientation / 한국항공경영학회지 / 한국항공경영학회 15(5) : 187~212
[journal] 유종우 / 2017 / The Effects of Job Insecurity Perceived by Hotel Employees on Turnover Intention: Focusing on the Moderating Effects of Organizational Trust / 관광연구 / 대한관광경영학회 32(2) : 89~109 / http://dx.doi.org/10.21719/KJTR.32.2.5
[journal] 이감용 / 2010 / Effects of Leadership Style & Personal Characteristics on Salesforces' Customer-Orientation / 대한경영학회지 / 대한경영학회 23(6) : 3213~3230
[journal] 이수란 / 2013 / What are the strong predictors of academic achievement? -Deliberate practice and Grit / 한국심리학회지:학교 / 한국심리학회산하학교심리학회 10(3) : 349~366 / 10.16983/kjsp.2013.10.3.349
[journal] 이정림 / 2016 / An Analysis of Structural Relationship among Locus of Control, Mindset, Grit, and Academic Achievement / 청소년학연구 / 한국청소년학회 23(11) : 245~264 / http://dx.doi.org/10.21509/KJYS.2016.11.23.11.245
[journal] 이호택 / 2017 / Differential Effect of Salesperson’s Personality on Selling Orientation–Customer Orientation and Sales Performance:Focused on Pharmaceutic Distribution Channel / 유통연구 / 한국유통학회 22(4) : 125~148 / http://dx.doi.org/10.17657/jcr.2017.10.31.6
[journal] 임효진 / 2017 / An Exploratory Study on Grit’s Factor Structure and its Validity / 아시아교육연구 / 교육연구소 18(2) : 169~192
[journal] 임효진 / 2017 / The Current State of Grit Research and its Need for Reconceptualization / 교육심리연구 / 한국교육심리학회 3(4) : 663~681 / http://dx.doi.org/10.17286/KJEP.2017.31.4.04
[journal] 임효진 / 2017 / The Effects of Grit, Goal Perception, Academic Work-Family Conflict and Social Support on Academic Adjustment among Female Adult Learners in a Distance University / 교육심리연구 / 한국교육심리학회 31(1) : 59~81 / http://dx.doi.org/10.17286/KJEP.2017.31.1.03
[journal] 장정훈 / 2015 / The Relationship among Recognized by Hotel Employee' EVP, Job Satisfaction, Oraganizational Commitment, Customer Orientation:Focused on Employee of Deluxe Hotel in Jeju / 관광학연구 / 한국관광학회 39(3) : 59~73 / http://dx.doi.org/10.170861/JTS.2015.39.1.59
[journal] 전유정 / 2011 / The Effects of Employees’ Emotional Intelligence upon Job Satisfaction and Customer Orientation in the Deluxe Hotel / 관광연구저널 / 한국관광연구학회 25(3) : 109~127
[journal] 정기주 / 2008 / Effects of call center service tele-marketers’ customer orientation, self-efficacy and effort on job satisfaction and turnover intention and the moderating effect of leadership / 서비스경영학회지 / 한국서비스경영학회 9(2) : 255~287 / 10.15706/jksms.2008.9.2.011011
[journal] 정연승 / 2017 / Differential Effect of Control Mechanism Toward Salesperson on SOCO behaviors and Sales Performance in Pharmaceutical Distribution Channel / 유통연구 / 한국유통학회 22(1) : 69~91
[journal] 정옥경 / 2017 / The Effect of Customer Orientation on Relationship Quality and Customer Loyalty in the Medical Services Context / 의료경영학연구 / 경영연구원 11(3) : 1~15
[journal] 정원식 / 2013 / 공공부문 비정규직의 조직몰입 및 이직의도의 영향요인에 관한 연구: 정규직과의 비교분석 / 한국공공관리학보 / 한국공공관리학회 27(1) : 27~54 / 10.24210/kapm.2013.27.1.002
[journal] 정은경 / 2015 / The Sense of Mastery as a Moderator and Mediator of the Impact of Job Insecurity on the Health of Korean Baby Boomers / 보건사회연구 / 한국보건사회연구원 35(3) : 355~385 / 10.15709/hswr.2015.35.3.355
[journal] 주승우 / 2014 / The Effects of COSE(Customer-Oriented Service Employees) on Relationship Benefit, Satisfaction, and Loyalty : Focusing on Upscale Restaurant / 호텔경영학연구 / 한국호텔외식관광경영학회 23(5) : 43~65
[journal] 주영주 / 2016 / Influence of Grit (Perseverance of Effort and Consistency of Interest), Teacher Support, and Parent Support on Self-Regulation and Educational Satisfaction in Children in a Gifted Education Program / 특수교육 / 특수교육연구소 15(1) : 29~49 / http://dx.doi.org/10.18541/ser.2016.02.15.1.29
[journal] 차재빈 / 2017 / The Effect of Gender and Employment Status Interaction on Emotional Dissonance, Emotional Exhaustion, and Customer Orientation of Call Center Counselors: Focusing on the Moderating Effect of Self Efficacy / 대한경영학회지 / 대한경영학회 30(5) : 881~904 / https://doi.org/10.18032/kaaba.2017.30.5.881
[journal] 최현정 / 2017 / A Study on the Relationship between Y Generational Characteristics and Customer Orientation- Including Testing Mediating Role of Job Satisfaction - / Culinary Science & Hospitality Research / (사)한국조리학회 23(2) : 23~34 / 10.20878/cshr.2017.23.2.003003003
[journal] 하혜숙 / 2015 / The Group Difference of Grit and Self-control and its Relations to School Maladjustment, Academic Achievement, and Predictability of Personality / 평생학습사회 / 원격교육연구소 11(3) : 145~166
[journal] 황향희 / 2016 / Job Insecurity, Job Satisfaction, Job Commitment and Turnover Intention in External Sports Instructors for Middle School Sports Club Activities / 한국여성체육학회지 / 한국여성체육학회 30(2) : 169~184 / 10.22472/kpeaw.2016.30.2.169
[journal] Akos, P. / 2017 / Investigating grit at a non-cognitive predictor of college success / The Review of Higher Education 40(2) : 163~186
[journal] Anderson, E / 1987 / Perspectives on behavior-based versus outcome-based salesforce control systems / Journal of Marketing 51(4) : 76~88
[journal] Ashford, S J / 1989 / Contents, causes and consequences of job in-security. A theory-based measure and substantive test / Academy of Management Journal 32(1) : 803~829
[journal] Awwad, M. S. / 2011 / The impact of internal marketing on commercial banks' market orientation / International Journal of Bank Marketing 29(4) : 308~332
[journal] Bagozzi, R. P. / 2012 / Genetic and neurological foundations of customer orientation : Field and experimental evidence / Journal of the Academy of Marketing Science 40(5) : 639~658
[journal] Baron, R. / 1986 / The moderator-mediator variable distinction in social psychological research : Conceptual, strategic, and statistical considerations / Journal of Personality and Social Psychology 51(6) : 1173~1182
[journal] Blocker, C. P. / 2011 / Proactive customer orientation and its role for creating customer value in global markets / Journal of the Academy of Marketing Science 39(2) : 216~233
[journal] Brady, M. K. / 2001 / Customer orientation : Effects on customer service perceptions and outcome behaviors / Journal of Service Research 3(3) : 241~251
[journal] Brockner, J. / 1992 / Layoffs, job insecurity, and survivors’ work effort : Evidence of an inverted-U relationship / Academy of Management Journal 35(2) : 413~425
[journal] Brown, T. J. / 2002 / The customer orientation of service workers : Personality trait determinants and effects on self and supervisor performance ratings / Journal of Marketing Research 39(2) : 110~119
[journal] Challaglla, G. N. / 1996 / Dimensions and types of supervisory control : Effects on salesperson performance and satisfaction / Journal of Marketing 60(1) : 89~105
[journal] Cheng, G. H. L. / 2008 / Who suffers more from job insecurity? A meta-analytic review / Applied Psychology 57(2) : 272~303
[journal] Marcus Credé / 2017 / Much ado about grit: A meta-analytic synthesis of the grit literature / Journal of Personality and Social Psychology / American Psychological Association (APA) 113(3) : 492~511 / 10.1037/pspp0000102
[journal] Culin, K. R. / 2014 / Unpacking grit : Motivational correlates of perseverance and passion for long-term goals / The Journal of Positive Psychology 9(4) : 306~312
[journal] Cuyper, N. D. / 2008 / Employability and employees’ well-being : Mediation by job insecurity / Applied Psychology : An International Review 57(3) : 488~509
[book] De Witte, H. / 2015 / Sustainable Working Lives / Springer : 35~48
[journal] Dean, A. M. / 2007 / The impact of the customer orientation of call center employees on customers’ affective commitment and loyalty / Journal of Service Research 10(2) : 161~173
[journal] Duckworth, A. L. / 2009 / Development and validation of the Short Grit Scale(GRIT-S) / Journal of Personality Assessment 91(2) : 166~174
[journal] Duckworth, A. L. / 2011 / Deliberate practice spells success why grittier competitors triumph at the national spelling bee / Social Psychological and Personality Science 2(2) : 174~181
[journal] Duckworth, A. L. / 2007 / Grit : Perseverance and passion for long-term goals / Journal of Personality and Social Psychology 92(6) : 1087~1101
[journal] Duckworth, A. / 2014 / Self-control and grit : Related but separable determinants of success / Current Directions in Psychological Science 23(5) : 319~325
[journal] Elst, T. V. / 2011 / The role of perceived control in the relationship between job insecurity and psychosocial outcomes: Moderator or mediator? / Stress and Health: Journal of the International Society for the Investigation of Stress 27(3) : 215~227
[journal] Eskreis-Winkler, L. / 2014 / The grit effect : Predicting retention in the military, the workplace, school and marriage / Frontiers in Psychology 5 : 1~12
[journal] Gavin, B. / 2002 / Customer service in UK call centers : Organizational perspectives and employee perceptions / Journal of Retailing and Customer Service 9(3) : 309~316
[journal] Greenhalgh, L. / 1984 / Job insecurity, toward conceptional clarity / Academy of Management Review 15(1) : 47~71
[journal] Hennig-Thurau, T. / 2004 / Customer orientation of service employees : Its impact on customer satisfaction, commitment, and retention / International Journal of Service Industry Management 15(5) : 460~478
[journal] Hoffman, K. D. / 1992 / Service provider job satisfaction and customer-orientated performance / The Journal of Services Marketing 6(2) : 68~78
[journal] Hughes, D. E. / 2013 / Gaining and leveraging customerbased competitive intelligence : The pivotal role of social capital and salesperson adaptive selling skills / Journal of the Academy of Marketing Science 41(1) : 91~110
[journal] Kalil, A. / 2009 / Job insecurity and change over time in health among older men and women / The Journals of Gerontology Series B: Psychological Sciences and Social Sciences / 10.1093/geronb/gbp100
[journal] Kim, D. / 2011 / The innovativeness of born-globals and customer orientation : Learning from indian born-globals / Journal of Business Research 64(8) : 879~886
[journal] King, J. E. / 2000 / White‐collar reactions to job insecurity and the role of The psychological contract : Implications for human resource management / Human Resource Management 39(1) : 79~92
[journal] Kinnunen, U. / 2000 / Organizational antecedents and outcomes of job insecurity : A longitudinal study in three organizations in Finland / Journal of Organizational Behavior 21(4) : 443~459
[journal] Kohli, A. K. / 1994 / The influence of coworker feedback on salespeople / Journal of Marketing 58(4) : 82~94
[journal] Lee, J. / 2013 / Higher-order structure of noncognitive constructs and prediction of PISA 2003 mathematics achievement / Learning and Individual Differences 26 : 119~130
[journal] Mahmood, M. H. / 2002 / Customer orientation : Construction and validation of the CUSTOR scale / Marketing Intelligence &Planning 20(7) : 428~441
[journal] Menguc, B. / 2016 / When does(mis)fit in customer orientation matter for frontline employees’ job satisfaction and performance? / Journal of Marketing 80(1) : 65~83
[journal] Mohammad, R. D. / 2013 / A sudy of the effects of internal marketing on customer-oriented social and prosocial behaviors / International Journal of Academic Research in Business and Social Sciences 2(11) : 253~269
[journal] Narver, J. C. / 1990 / The effect of market orientation on business profitability / Journal of Marketing 54 : 20~35
[journal] Oettingen, G. / 2012 / Future thought and behaviour change / European Review of Social Psychology 23(1) : 1~63
[journal] Periatt, J. A. / 2007 / Using personality traits to select customer-oriented logistic personnel / Transportation Journal 46(1) : 22~37
[journal] Probst, T. M / 2007 / Productivity, counter productivity and Creativity : The ups and downs of job insecurity / Journal of Occupational Health Psychology 80(3) : 479~497
[journal] Probst, T. M. / 2001 / The effects of job insecurity on employee safety outcomes : Cross-sectional and longitudinal explorations / Journal of Occupational Health Psychology 6(2) : 139~159
[journal] Rindfieisch, A. / 2003 / Inter firm cooperation and customer orientation / Journal of Marketing Research 40(4) : 421~436
[journal] Robertson-Kraft, C. / 2014 / True grit : Trait-level perseverance and passion for long-term goals predicts effectiveness and retention among novice teachers / Teachers College Record 116(3) : 1~24
[confproc] Rojas, J. P. / 2012 / Psychometrics of the Grit scale / Poster presented at the 2012 Spring Research Conference at University of Kentucky
[journal] Saxe, R. / 1982 / The SOCO scale : A measure of the customer orientation of salespeople / Journal of Marketing Research 19(3) : 343~351
[journal] Silla, I. / 2010 / Job insecurity and employees’attitudes : The moderating role of fairness / International Journal of Manpower 31(4) : 449~465
[journal] Sora, B. / 2010 / The consequences of job insecurity for employees : The moderator role of job dependence / International Labour Review 149(1) : 59~72
[journal] Sørensen, H. E. / 2011 / Resource specialization, customer orientation, and firm performance : An empirical investigation of valuable resources / Journal of Strategic Marketing 19(4) : 395~412
[journal] Staufenbiel, T. / 2010 / A model for the effects of job insecurity on performance, turnover intention, and absenteeism / Journal of Occupational and Organizational Psychology 83(1) : 101~117
[journal] Strayhorn, T. L. / 2013 / What role of does grit play in the academic success of Black male collegians at predominantly White institutions? / Journal of African American Studies 18(1) : 1~10
[journal] Yuhei Suzuki / 2015 / Grit and Work Engagement: A Cross-Sectional Study / PLOS ONE / Public Library of Science (PLoS) 10(9) : e0137501~ / 10.1371/journal.pone.0137501.
[journal] Tangney, J. P. / 2004 / High self‐control predicts good adjustment, less pathology, better grades, and interpersonal success / Journal of personality 72(2) : 271~324
[journal] Taylor, S. E. / 1998 / Harnessing the imagination : Mental simulation, selfregulation, and coping / American Psychologist 53(4) : 429~439
[journal] P. Virtanen / 2011 / Exposure to temporary employment and job insecurity: a longitudinal study of the health effects / Occupational and Environmental Medicine / BMJ 68(8) : 570~574 / 10.1136/oem.2010.054890.
-
160 Viewed
Print this page
Search PDF