본문 바로가기
  • Home

The Effect of Job Satisfaction on Customer Orientation of Hotel employees: A Focus on the Moderating effect of Social Competence

  • Journal of Tourism Sciences
  • Abbr : JTS
  • 2011, 35(2), pp.315-336
  • Publisher : The Tourism Sciences Society Of Korea
  • Research Area : Social Science > Tourism

DONG SOO KIM 1 Suh Kwang-Yul 1

1관동대학교

Accredited

ABSTRACT

This study was to examine the effect of job satisfaction on customer orientation among hotel employees. Particularly it focused on testing the moderating effect of social competence in the relationship between job satisfaction and customer orientation. Data were collected from 446 hotel employees of five star hotels in Seoul on March 2009. Results of a exploratory factor analysis identified four underlying dimensions of job satisfaction; relationship with superiors and co-workers, promotion and wages, job itself, motivation. It also identified three underlying dimensions of social competence; leadership, sensitiveness and decisiveness. Result of regression analysis showed that there were significant relationships between each dimension of the job satisfaction and the customer orientation. Furthermore, results empirically supported the moderating effect of social competence in the relationship between job satisfaction and customer orientation. Practical implications and limitations of this study were also discussed.

Citation status

* References for papers published after 2022 are currently being built.