Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7
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pISSN : 1226-0533 / eISSN : 2713-6388
- https://journal.kci.go.kr/JTS
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The Effects of Hotel Customer-Contact employee's Organizational Citizenship Behavior on Service Recovery Performance
- Journal of Tourism Sciences
- Abbr : JTS
- 2007, 31(2), pp.283-301
- Publisher : The Tourism Sciences Society Of Korea
- Research Area : Social Science > Tourism
SUH,MUNSHIK 1, Changho Oh 2, LIM， Sang Kyu 2
1부산대학교
2영산대학교
Accredited
ABSTRACT
Recently management and marketing fields in hotel industry have emphasized the management of service provider's behavior, especially, service recovery efforts. This study tests a model that uses service quality by service provider which is mediated by organizational citizenship behavior and service recovery. The model was tested with a sample of hotel customer contact employee by using structural equation modeling. The findings supported the significant effect of hotel service provider's organizational citizenship behavior on service recovery performance and all structural path coefficients were significant. Organizational citizenship behavior and service recovery also were also found mediated the effects of job satisfaction on service quality.핵심용어(Key words):조직시민행동(Organizational citizenship behavior),서비스회복노력(Service recovery efforts),서비스품질(Service quality)
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