The Impact of the Hotel Customer-Contact Service Employees’ Empowerment on Cognitive Flexibility and Job Commitment: The Mediated-Moderation Effect of Emotional Intelligence

김은중; Joonho Moon; Lee, Chung-hun

doi:10.17086/JTS.2018.42.4.133.147

The present research aims to investigate the chained relationships between empowerment, cognitive flexibility, and job commitment by focusing on hotel customer-contact service employees. More importantly, this study attempts to examine the mediated-moderation effect of emotional intelligence in a sense that empowered service employees with a high capability of understanding and utilizing their own and others’ emotions are more likely to carry out cognitive flexibility in problem-solving and thus enhance their commitment to their jobs. To this end, this study surveyed customer-contact service employees working at five-star hotels located in Seoul and its metropolitan area. A total of 288 questionnaires were used for the analysis. A mediated-moderation analysis with bootstrapping was carried out to test the proposed hypotheses. The results show that there is a virtuous circle relationship between empowerment, cognitive flexibility, and job commitment, and this relationship is positively moderated by the employees’ emotional intelligence. Theoretical and practical implications are discussed with research limitations and future research directions. This study contributes to the human resources management literature domain as well as offers practical implications for the hospitality industry.

Citation status

KCI Citation Counts (7)
열림/닫힘 버튼
REFERENCES (54)
열림/닫힘 버튼
* 2022년 이후 발행 논문의 참고문헌은 현재 구축 중입니다.

[journal] 강찬호 / 2009 / 자기효능감, 직무몰입, 직무만족, 고객지향성 간의 구조적 관계 : 소믈리에를 중심으로 / Tourism Research 29 : 1~16

[journal] 구정대 / 2005 / The Impact of Transformational Leadership and Transactional Leadership on Self-Esteem and Organizational Commitment of Hotel Employee / 관광레저연구 / (사)한국관광레저학회 17(2) : 45~60

[journal] 구정모 / 2014 / A Study of Structural Relationship among Psychological Empowerment, Creative Culture, and Proactive Behavior and Moderating Effect of Learning Transfer / 대한경영학회지 / 대한경영학회 27(9) : 1493~1513

[journal] 권우석 / 2016 / The Effects of Psychological Empowerment on Job Attitudes and Organizational Citizenship Behavior: An emphasis on the Role of Perceived Job Competency / 외식경영연구 / 한국외식경영학회 19(1) : 7~27

[journal] 김난영 / 2007 / A Influence of Organizational Ethical Climate on Employee's Job Satisfaction and Organizational Commitmentin Tourism Industry / 관광레저연구 / (사)한국관광레저학회 19(4) : 87~104

[thesis] 김석영 / 2010 / 호텔종사원의 경력관리와 직무만족, 직무몰입, 고객지향성과의 영향관계연구 / 박사 / 동명대학교 대학원

[journal] 김성혁 / 2009 / The Effect of leadership and followership types of hotel' employee on Organizational commitment, Job satisfaction and Turnover intention / 호텔경영학연구 / 한국호텔외식관광경영학회 18(3) : 81~97

[journal] 김용순 / 2013 / A Study on the Relationships among Empowering Leadership, Positive Psychological Capital, Psychological Ownership and Organizational Citizenship Behavior / 관광레저연구 / (사)한국관광레저학회 25(3) : 189~203

[journal] 김용순 / 2014 / Structural Relationship among Emotional Intelligence, QWL and Organizational Citizenship Behavior of Employees in Hotel Corporations / 관광레저연구 / (사)한국관광레저학회 26(6) : 131~145

[journal] 김원식 / 2011 / Effects of Hotel Employee's Job Embeddedness on Self-Esteem, Organizational Commitment, and Job Satisfaction / 관광레저연구 / (사)한국관광레저학회 23(2) : 41~60

[journal] 김의영 / 2012 / Security practician with Psychological EmpowermentOrganizational Commitmentandits Impact on pro-social Behavior / 한국콘텐츠학회 논문지 / 한국콘텐츠학회 12(5) : 380~392 / http://dx.doi.org/10.5392/JKCA.2012.12.05.380

[journal] 김진강 / 2011 / A Study on Emotional Intelligence’s Moderating Effect on Hotel Employees’ Emotional Labor and Job Attitude / Tourism Research / 한국관광산업학회 (33) : 177~197

[journal] 김찬중 / 2007 / Structural Relationship among Job Characteristics, Empowerment, Organizational Commitment and Organizational Citizenship Behavior of Food-Service Contingent Workers / 한국콘텐츠학회 논문지 / 한국콘텐츠학회 7(11) : 289~297

[journal] 김천서 / 2003 / The Effect of Role Conflict and Role Ambiguity of Food-service Employees on Job Satisfaction and Organizational Citizenship Behavior / 관광레저연구 / (사)한국관광레저학회 12(4) : 183~202

[journal] 김희진 / 2013 / Effect of Hotel Employees' Empowerment on Perceived Organizational Support and Organization Commitment, Job Satisfaction / 관광레저연구 / (사)한국관광레저학회 25(2) : 97~113

[journal] 나윤서 / 2013 / The effect of emotional intelligence of airline and hotel service providers on their service recovery efforts: The mediating role of self-leadership and service-orientation / 호텔경영학연구 / 한국호텔외식관광경영학회 22(4) : 235~259

[journal] 노관석 / 2012 / The Influence of Professional Soldier's Emotional Intelligence upon Subjective Career Success: The Mediating Effect of Empowerment / 직업교육연구 / 한국직업교육학회 31(3) : 109~133

[journal] 박원우 / 1997 / 임파워먼트 / 경영학연구 26(1) : 115~138

[journal] 배병룡 / 2012 / An Empirical Study on Determinants of Job Involvement / 한국자치행정학보 / 한국자치행정학회 26(3) : 23~48 / 10.18398/kjlgas.2012.26.3.23

[journal] 백종철 / 2002 / The Influence of Leadership Patterns on Empowerment and Organizational Commitment of Workers Hotel / 관광학연구 / 한국관광학회 26(1) : 73~95

[journal] 신민정 / 2016 / A Study on Moderating Effect of Perspective Taking on the Relationship between Psychological Empowerment and Innovative Behavior / 대한경영학회지 / 대한경영학회 29(4) : 651~666 / http://dx.doi.org/10.18032/kaaba.2016.29.4.651

[journal] 양춘희 / 2017 / The Impact of a Supervisor’s Conflict Resolution Style on a Nurse’s Organizational Citizenship Behavior and Turnover Intention in Hospital : The Moderating Role of Emotional Intelligence / 인적자원개발연구 / 한국인적자원개발학회 20(4) : 137~157 / http://dx.doi.org/10.24991/KJHRD.2017.12.20.4.137

[journal] 이동선 / 2011 / The Effect of Delegation and Perceived Organizational Support on Organizational Identification and Contextual Performance / 한국심리학회지: 산업 및 조직 / 한국산업및조직심리학회 24(1) : 183~206 / 10.24230/ksiop.24.1.201102.183

[journal] 이정실 / 2017 / The Dffect of Intrinsic Motivation on Self Efficacy, Organizational Commitment, and Creative Behavior: Focused on Hotel / 관광레저연구 / (사)한국관광레저학회 29(3) : 199~215

[journal] 이호선 / 2007 / 임파워먼트와 조직유효성관계에 셀프리더십이 미치는 조절효과 / HRD 연구 9(2) : 1~18

[journal] 임재문 / 2010 / 호텔 직원들의 임파워먼트 유형이 직무만족과 이직의도에 미치는 영향 : 서울지역 특등급 호텔을 중심으로 / 호텔리조트연구 9(2) : 23~38

[thesis] 장기열 / 2006 / 노인요양시설 종사자의 갈등수준이 직무만족 및 직무몰입에 미치는 영향에 관한 연구 : 부산지역 노인요양시설을 중심으로 / 석사 / 신라대학교 사회복지대학원

[journal] 장신재 / 2003 / Factors Influencing of the job performance of Social Workers in Public Sector - focused on the moderating effects of internal-external locus of control - / 한국사회복지행정학 / 한국사회복지행정학회 5(3) : 63~94

[journal] 주현식 / 2007 / The Impact of Convention Center Employee Job characteristics on Organization Committment, Job satisfaction, and Citizenship behavior / 관광연구 / 대한관광경영학회 21(4) : 43~60

[journal] 채신석 / 2007 / The Influence of Psychological Empowerment on Job Satisfaction and Customer Orientation: Focused on the F&B Dept’ of the Super Deluxe Hotels in Seoul / 관광학연구 / 한국관광학회 31(5) : 181~202

[journal] 최규현 / 2013 / Emotional Intelligence, Cognitive Flexibility and Innovation Behaviors: The Mediating Effect of Job Engagement / 서비스경영학회지 / 한국서비스경영학회 14(3) : 181~206 / 10.15706/jksms.2013.14.3.009

[journal] 최성수 / 2012 / A Study on the Influences of the Consumption Experiences at Brand Coffee Stores on the Consumption Emotion and the Revisit Intention / 관광연구저널 / 한국관광연구학회 26(4) : 277~292

[journal] 최우성 / 2005 / Effects of Job Characteristics on Career Commitment and Employees' Attitude in Hotel Employees -On the Moderating Effect of the Employment Type- / 관광레저연구 / (사)한국관광레저학회 17(3) : 77~95

[thesis] 하영자 / 2005 / 공무원의 동기변인과 자기조절학습 수행력을 이용한 온라인 직무교육의 만족도, 성취도 및 직무몰입 수준의 예측 / 박사 / 이화여자대학교 대학원

[journal] 하용규 / 2003 / 호텔산업 종사원 권한위임 도입에 관한개념적 연구 / 관광경영연구 7(2) : 197~223

[journal] Bandura, A. / 1977 / Self-efficacy : Toward a unifying theory of behavioral change / Psychological Review 84(2) : 191~

[journal] Caruso, D. / 2002 / Relation of an ability measure of emotional intelligence to personality / Journal of Personality Assessment 79(2) : 306~320

[journal] Conger, J. A. / 1988 / The empowerment process : Integrating theory and practice / Academy of Management Review 13(3) : 471~482

[journal] Dublin, R. / 1956 / Industrial workers' worlds : A study of the central life interests of industrial workers / Social Problems 3(3) : 131~142

[journal] Guilford, J. P. / 1959 / Three faces of intellect / American Psychologist 14(8) : 469~

[journal] Harris, D. / 2013 / The effect of emotional intelligence and task type on malevolent creativity / Psychology of Aesthetics 7(3) : 237~

[other] Hayes, A. F. / 2012 / SPSS MEDIATE macro syntax reference

[journal] Kirkman, B. L. / 1997 / A model of work team empowerment / Research in Organizational Change and Development 10(1) : 131~167

[journal] Lodhal, T. M. / 1965 / The definition and measurement of job involvement / Journal of Applied Psychology 49(1) : 24~33

[journal] Martin, M. M. / 1998 / The cognitive flexibility scale : Three validity studies / Communication Reports 11(1) : 1~9

[journal] Martin, M. M. / 1995 / A new measure of cognitive flexibility / Psychological Reports 76(2) : 623~626

[journal] Mayer, J. D. / 1996 / Emotional intelligence and the identification of emotion / Intelligence 22(2) : 89~113

[other] Mayer, J. D. / 1997 / Emotional IQ test (CD ROM) / Virtual Knowledge

[journal] Partlow, C. G. / 1993 / How Ritz-Carlton applies"TQM" / Cornell Hotel and Restaurant Administration Quarterly 34(4) : 16~24

[book] Runco, M. A. / 1999 / Handbook of Creativity : 62~92

[journal] Salovey, P. / 1990 / Emotional intelligence / Imagination, Cognition and Personality 9(3) : 185~211

[journal] Schutte, N. / 1998 / Development and validation of a measure of emotional intelligence / Personality and Individual Differences 25(2) : 167~177

[journal] Spreitzer, G. M. / 1995 / Psychological empowerment in the workplace : Dimensions, measurement, and validation / Academy of Management Journal 38(5) : 1442~1465

[journal] Wong, C. S. / 2002 / The effects of leader and follower emotional intelligence on performance and attitude : An exploratory study / The Leadership Quarterly 13(3) : 243~274

KJC Korea
Journal Central

Statistics

Tools

Sharing

Issue List

Citation status