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The Influence of Psychological Empowerment on Job Satisfaction and Customer Orientation: Focused on the F&B Dept’ of the Super Deluxe Hotels in Seoul

  • Journal of Tourism Sciences
  • Abbr : JTS
  • 2007, 31(5), pp.181-202
  • Publisher : The Tourism Sciences Society Of Korea
  • Research Area : Social Science > Tourism

Chae Sin Suk 1

1인하공업전문대학

Accredited

ABSTRACT

The purpose of this research was to examine the construct known as psychological empowerment as it was perceived by service encounter employees in food and beverage departments of the super deluxe hotels in Seoul. The model was tested using SPSS 12.0 and LISREL 8.72 based on a sample of 204 surveys which showed a 92% usable response rate. Factor analysis revealed a three-dimensional factor structure(meaning, competence, influence) for psychological empowerment. The results of empirical analysis showed as follows. 1) Three dimension of psychological empowerment have a significant effect on the customer orientation except competence. 2) Three dimension of psychological empowerment have a significant effect on the job satisfaction. 3) Job satisfaction has a significant effect on the customer orientation.핵심용어(Key words):서비스접점(Service encounter), 직무만족(Job satisfaction), 심리적 임파워먼트(Psychological empowerment), 고객지향성(Customer orientation), 식음료부(Food & beverage department)

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Citation status

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