The Effect of Organizational Identification of Casino Employees on Job Satisfaction and Customer Orientation : Focusing on Three Dimensions of Organizational Identification (카지노 종사원의 조직 동일시가 직무만족과 고객지향성에 미치는 영향 -조직 동일시 세 가지 차원을 중심으로- )

Kim, Byeong Yong (김병용)

The Effect of Organizational Identification of Casino Employees on Job Satisfaction and Customer Orientation : Focusing on Three Dimensions of Organizational Identification

Journal of Tourism Sciences
Abbr : JTS
2012, 36(3), pp.129-148
Publisher : The Tourism Sciences Society Of Korea
Research Area : Social Science > Tourism

Kim, Byeong Yong ¹

¹수원대학교

Accredited

ABSTRACT

Although it has been previously observed that organizational identification consists of multiple dimensions, the relative effect of each dimension on performance outcome, for example, job satisfaction, remains largely overlooked. Thus, the present study attempted how each dimension of organizational identification affects job satisfaction, which in turns affects customer orientation in the casino context. A total of 260 employees working in two casino companies in Seoul were selected as a study sample. The results of this study confirmed that three aspects(i.e., affective, cognitive, and evaluative identification) of organizational identification could be distinguished as separate factors in a principal analysis, and all three factors had an signigicant effect on job satisfaction. Out of three factors, affective identification had the most strong relationship with job satisfaction. In addition, job satisfaction affected customer orientation positively and significantly. Furthermore, implications were discussed and a few things in the conclusion based on this research findings were suggested.

KEYWORDS

Organizational identification, Casino industry, Job satisfaction, Customer orientation

Citation status

* References for papers published after 2023 are currently being built.

[journal] 강형철 / 2011 / The Effect of Internal Marketing of Casino Companies on Organizational Identification and Customer Orientation / 관광레저연구 / (사)한국관광레저학회 23(4) : 293~312

[journal] 김규남 / 2009 / A study on the analysis of job satisfaction factors on internal marketing in Casino : Focus of domestic Casino and exclusive use of foreigner Casino / 관광연구저널 / 한국관광연구학회 23(4) : 161~182

[journal] 김동수 / 2011 / The Effect of Job Satisfaction on Customer Orientation of Hotel employees: A Focus on the Moderating effect of Social Competence / 관광학연구 / 한국관광학회 35(2) : 315~336

[journal] 김민주 / 1996 / 호텔 종업원의 조직 동일시에 영향을 미치는 선행요인 / 관광학연구 19(2) : 133~148

[journal] 김성혁 / 2008 / Effects of internal marketing on customer satisfaction and customer orientation: The case of foreigner casinos in Seoul Metropolitan areas / 관광학연구 / 한국관광학회 32(4) : 97~120

[journal] 김진강 / 2009 / The Effect of Administrator’s Leadership on Organizational Identification of Hotel Employees : Focusing on the Mediation Role of Trust / 관광연구저널 / 한국관광연구학회 23(2) : 361~378

[journal] 노정식 / 2008 / The solicitation strategy of raising donations - The relative influences of the three-dimensional identification on loyalty - / 경영학연구 / 한국경영학회 37(6) : 1497~1524

[journal] 손재근 / 2008 / The Effect of Role Conflict, Ambiguity of Hotel Employees on Job Performance, Service Quality / 관광연구 / 대한관광경영학회 23(2) : 207~222

[journal] 이관표 / 2003 / 조직 동일시와 직무만족에 영향을 미치는 호텔의 인터널 마케팅활동요인 / 호텔관광연구 5(1) : 127~143

[journal] 이려정 / 2011 / The Effect of Organizational Identification on Job Satisfaction and Management Performance of Travel Agency Employee / 관광레저연구 / (사)한국관광레저학회 23(4) : 195~215

[journal] 윤지연 / 2007 / A Research Study on Management Performance(BSC) according to Employees’ Job Satisfaction in Family Restaurants / 외식경영연구 / 한국외식경영학회 10(1) : 7~29

[journal] 전영상 / 2011 / The Effect of the Service Employee's Job Satisfaction, Customer Orientation, and Management Performance by the Market Orientation in Travel Agency - Focused on Listed Travel Agency - / 관광연구 / 대한관광경영학회 26(4) : 527~545

[journal] 최낙환 / 2007 / The Roles of Organizational Identification on the Customer-related Behavior of Internal Employees / 대한경영학회지 / 대한경영학회 20(4) : 2039~2067

[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] 한진수 / 2005 / The Effect o Internal Marketing Activities on Job Satisfaction, Organizational Commitment, and Customer Orientation in the Hotel Industry / 호텔경영학연구 / 한국호텔외식경영학회 14(3) : 191~213

[journal] 허용덕 / 2011 / Effect of Internal Marketing Factors on The Internal Customer Satisfaction And Customer Orientation in Travel Agent / 관광레저연구 / (사)한국관광레저학회 23(4) : 217~236

[journal] Ashforth, E. B. / 1989 / Social identity theory and organization / Academy of Management Review 14(1) : 20~39

[journal] Bagozzi, R. P. / 2006 / Antecedents and purchase consequences of customer participation in small group brand communities / International Journal of Research in Marketing 23(1) : 45~61

[journal] Bagozzi, R. P. / 2002 / Multiple routes for social influence : The role of compliance, internalization, and social identity / Social Psychology Quarterly 65(3) : 226~247

[journal] Bentler, P. M. / 1990 / Comparative fit indexes in structural models / Psychological Bulletin 107 : 238~246

[journal] Bentler, P. M. / 1980 / Significance tests and goodness of fit in the analysis of covairance structure / Psychological Bulletin 88 : 588~606

[journal] Bergami, M. / 2000 / Self-categorization, affective commitment and group selfesteem as distinct aspects of social identity in the organization / British Journal of Social Psychology 39(4) : 555~577

[book] Betty, R. W. / 1981 / Personal administration: An experimental skill building approach / Addison-Wsley Publishing Company

[journal] Bhattacharya, C. B. / 1995 / Understanding the bond of identification : An investigation of its correlates among art museum members / Journal of Marketing 59(4) : 46~57

[journal] Boorom M. L / 1998 / Relational communication traits and their effect on adaptiveness and sales performance / Journal of the Academy of Marketing Science 25 : 16~30

[journal] Boros, S. / 2011 / Integrative tests of a multidimensional model of organizational identification / Social Psychology 42(2) : 111~123

[journal] Brown, T. / 2002 / The customer orientation of service workers: personality trait determininants and effects on self-and supervisor performance ratings / Journal of Marketing Research 39 : 110~119

[journal] Darcy, P. / 1995 / Job satisfaction of casino card dealers / Sociology and Social Research 72(3) : 642~962

[journal] Donovan, D. T. / 2001 / Customer evaluation of service employee's customer orientation : Extension and application / Journal of Quality Management 6(2) : 293~306

[journal] Dunlap, B. J. / 1998 / Perceptions of real-estate brokers and buyers: A sales-orientation, customer-orientation approach / Journal of Business Research 17 : 175~187

[journal] Dutton, J. E. / 1994 / Organizational image and member identification / Administrative Science Quarterly : 239~226

[journal] Ellemers, N. / 1999 / Self-categorization, commitment to the group and group self-esteem as related but distinct aspects of social identity / European Journal of Social Psychology 29 : 371~389

[journal] Harris, E. G. / 2005 / Re-examining salesperson goal orientations : personality influences, customer orientation, and work satisfaction / Journal of the Academy of Marketing Sciences 33(1) : 19~35

[journal] Hartline, M. D. / 1996 / The management of customer contract service employees: An empirical investigation / Journal of Marketing 60 : 52~70

[journal] Hulln, C., L. / 1955 / A linear model of job satisfaction / Journal of Applied Psychology 49 : 209~216

[journal] Homburg, C. / 2009 / Social identity and the service–profit chain / Journal of Marketing 73 : 38~54

[journal] Jackson, J. W. / 1999 / Conceptualizing social identity: A new framework and evidence for the impact of different dimensions / Personality and Social Psychology Bulletin 25 : 120~135

[journal] Kohli, A. K. / 1990 / Market orientation : The construct, research propositions and managerial implications / Journal of Marketing 54(2) : 1~18

[book] Locke, E. A. / 1976 / The nature and cause of job satisfaction. Handbook of Industrial and Organizational Psychology / Rand McNall

[journal] Mael, F. / 1995 / Loyal from day one : Biodata, organizational identification, and turnover among newcomers / Personnel Psychology 48 : 309~332

[journal] Narver J. C. / 1990 / The effect of a market orientation on business profitability / Journal of Marketing 54 : 20~35

[journal] O'Reilly, C. Ⅲ. / 1986 / Organizational commitment and psychological attachment: The effects of compliance, identification, and internalization on prosocial behavior / Journal of Applied Psychology 71 : 492~499

[journal] Riketta, M. / 2005 / Organizational identification: A meta-analysis / Journal of Vocational Behavior 66(2) : 358~368

[journal] Rousseau, D. M. / 1998 / Why workers still identify with organizations / Journal of Organizational Behavior 19(3) : 217~233

[journal] Saxe, R. / 1982 / The SOCO scale : A measure of the customer orientation of salespeople / Journal of Marketing Research 19 : 343~351

[journal] Thakor, M. V. / 2005 / Motivating salesperson customer orientation : Insights from the job characteristics model / Journal of Business Research 58 : 584~592

[journal] Van Dick, Wagner, R, U. / 2004 / The utility of a broader conceptualization of organizational identification: which aspects really matter? / Journal of Occupational & Organizational Psychology 77(2) : 171~191

[journal] Van Knippenberg, D. / 2000 / Work motivation and performance: A social identity perspective / Applied Psychology : An International Review 49 : 357~371

[journal] Van Knippenberg, D. / 2000 / Foci and correlates of organizational identification / Journal of Occupational and Organizational Psychology 73 : 137~147

[journal] Wieseke, J. / 2009 / The role of leaders in internal marketing / Journal of Marketing 73 : 123~145

[journal] Wieseke, J. / 2007 / Organizational identification as a determinant of customer orientation in service organizations / Marketing Letters 18 : 265~278

KJCKorea
Journal Central

Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7