Journal of Convergence for Information Technology (융합정보논문지)

Convergence Society for SMB (중소기업융합학회)
권호 표지
DOI QR코드

DOI QR Code

A Study on Organizational Citizenship Behaviors and Service Quality as External Effectiveness of Contact Employees for Deluxe Hotel in Seoul

특급호텔 서비스종사원의 조직적 시민행동과 역할외적 행위가 고객의 서비스품질에 미치는 영향

  • 박정준 (남부대학교 호텔조리학과)
  • Received : 2018.01.20
  • Accepted : 2018.02.20
  • Published : 2018.02.28
Download PDF
⟨ Previous Next ⟩

Abstract

The purpose of this is to understand critical roles of contact employees' organization citizenship behaviors (OCBs) in customers' evaluation of service quality. This paper examines the relationship of employees' OCBs with job satisfaction, trust in manager, and customer's perceived service quality in deluxe hotel. The empirical results show that contact employee' job satisfaction and trust in manager are significantly related to OCB and that their active engagement in OCB has a positive relationship with the perception of service quality. Although there exists a significant common method factor possibly influencing the strength of the relationship, this factor did not affect the overall pattern of significant relationship. Another notable finding indicates that, unlike a global OCB measure, path estimates in the relationship of job satisfaction and trust to OCB variable are not similar and suggests that the multiple facets of OCBs provide more detailed information than a global OCB.

본 연구는 특급호텔의 종사원의 조직적 시민행동과 역할외적 서비스가 고객이 느끼는 서비스품질과 고객만족에 미치는 영향을 조사하고 분석하여 특급호텔 호텔경영자와 중견 간부들에게 새로운 대 고객서비스를 개발하는데 중요한 역할과 활용을 제시한다. 본 연구 구체적 결과는 고객과 접촉하는 종사원의 조직적 시민행동과 역할외적인 서비스가 고객에게 믿음과 신뢰에 지대한 영향을 미치고 있다는 유의한 의미를 발견하였다. 제시된 가설에 유의미한 긍정적인 결과를 보여주었다. 이러한 연구 결과는 호텔이 대 고객서비스의 고객관계 형성에 종업원의 역할을 이해하는데 기대하며 올바른 서비스 활동을 지원하는데 긍정적인 효과를 가져 오기를 기대한다.

Keywords

References

  1. J. C. Anderson & D. W. Gerbing. (1988). Structural Equation Modeling in Practice : A Review and Recommended Two-Step Approach. Psychological Bulletin. 103(3), 411-423. DOI : 10.1037//0033-2909.103.3.411
  2. P. Bagozzi & Y. Y. Richard. (1988). On the evaluation of structural equation models. Journal of the academy of marketing science, 16(1), 74-94. https://doi.org/10.1007/BF02723327
  3. T. Bateman & D. W. Organ. (1983). Job satisfaction and the good soldier : the relationship between affect and employee citizenship. Academy of management Journal, 26(4), 587-595. DOI : 10.2307/255908
  4. P. Blau. (1964). Exchange and Power in Social Life. USA : Transaction Publishers.
  5. D. E. Bowen & B. Schneider. (1985). Boundary-spanning role employees and the service encounter : some guidelines for management and research. Taiwn Citation Index=Humanities and Social Sciences. http://tci.ncl.edu.tw/cgi-bin/gs32/gsweb.cgi?o=dnclret&s=id=%22RF10003820986%22.&searchmode=basic&tcihsspage=tcisearch_opt2_search
  6. A. P. Brief & S. J. Motowidlo. (1986). Prosocial organizational behaviors. Academy of management Review, 11(4), 710-725. DOI : 10.5465/amr.1986.4283909
  7. T. J. Brown & G. A. Churchill, J. P. Peter. (1993). Improvig the measurement of service quality. Journal Retailing. 69(1), 127-39. https://doi.org/10.1016/S0022-4359(05)80006-5
  8. J. M. Burke, C. C. Borucki & A. E. Hurley. (1992). Reconceptualizing psychological climate in a retail service environment, multiple-stakeholder perspective. Journal of Applied Psychology, 77(5), 717. DOI : 10.1037//0021-9010.77.5.717
  9. F. Buttle. (1996). SERVQUAL : review, critique, Research Agenda. European Journal of marketing, 30(1), 8-32. DOI : 10.1108/03090569610105762
  10. G. A. Churchill, N. M. Ford & O. C. Walker. (1974). Measuring the job satisfaction of industrial salesmen. Journal of Marketing Research, 254-260.
  11. N. K. Chadha. (1988). Organizational climate and job satisfaction. Psychologia : An International Journal of Psychology in the Orient.
  12. M. S. Clark & J. Mills. (1979). Interpersonal attraction in exchange and communal relationships. Journal of personality and social psychology, 37(1), 12. 10.1037//0022-3514.37.1.12
  13. E. G. Clary & M. Snyder. (1991). A functional analysis of altruism and prosocial behavior : The case of volunteerism. ResearchGate. https://www.researchgate.net/publication/232572127_A_functional_analysis_of_altruism_and_prosocial_behavior_The_case_of_volunteerism
  14. F. Dansereau & G. Graen. (1975). A vertical dyad linkage approach to leadership within formal organizations : A longitudinal investigation of the role making process. Organizational behavior and human performance, 13(1), 46-78. https://doi.org/10.1016/0030-5073(75)90005-7
  15. R. F. Dwyer, P. H. Schurr & S. Oh. (1987). Developing buyer-seller relationship. The Journal of marketing, 11-27.
  16. J. L. Farth, P. M. Posdakoff & D. W. Organ. (1990). Accounting for organizational citizenship behavior : leader fairness and task scope versus satisfaction. Journal of management, 16(4), 705-721. DOI : 10.1177/014920639001600404
  17. C. Fornell & D. F. Larcker. (1981). Evaluating structural models with unobservable variables and measurement error. Journal of marketing research, 18(1), 39-50. DOI : 10.2307/3151312
  18. J. M. George. (1991). State or trait : effects of positive mood on prosocial behaviors at work. Journal of applied Psychology, 76(2), 299-307. DOI : 10.1037//0021-9010.76.2.299
  19. J. M. George & K. B. Hausen. (1990). Understanding prosocial behavior, sales performance, and turnover a group-level analysis in a service context. Journal of applied psychology, 75(6), 698-709. DOI : 10.1037//0021-9010.75.6.698
  20. J. M. George & A. P. Brief. (1992). Feeling good-doing good a conceptual analysis of the mood at work-organizational spontaneity relationship. Psychological bulletin, 112(2), 310-329. DOI : 10.1037//0033-2909.112.2.310
  21. J. W. Graham. (1991). An essay on organizational citizenship behavior. Employee Responsibilities and Rights Journal, 4(4), 249-270. https://doi.org/10.1007/BF01385031
  22. M. D. Hartline & O. C. Ferrell. (1996). The management of customer-contact service employees, an empirical investigation. The Journal of Marketing, 52-70. DOI : 10.2307/1251901
  23. L. R. James, R. G. Demaree & G. Wolf. (1984). Estimating within-group interrater reliability with and without response bias. Journal of applied psychology, 69(1), 85-98. DOI : 10.1037//0021-9010.69.1.85
  24. S. W. Kelley & K. D. Hoffman. (1993). An investigation of positive affect, scores in consumer research. Journal Consum Reserch, 19, 655-62. https://doi.org/10.1086/209329
  25. M. A. Konovsky & S. D. Pugh. (1994). Citizenship behavior and social exchange. Academy of management journal, 37(3), 656-669. DOI : 10.2307/256704
  26. G. LeBlanc. (1992). Factors affecting customer evaluation of service quality in travel agencies : an investigation of customer perceptions. Journal of Travel Research, 30(4), 10-16. DOI : 10.1177/004728759203000402
  27. E. A. Locke. (1969). What is job satisfaction? Organizational behavior and human performance, 4(4), 309-336. https://doi.org/10.1016/0030-5073(69)90013-0
  28. S. B. Mackenzie, P. M. Posdakoff & R. Fetter. (1996). Organizational citizenship behavior and objective productivity as determinants of managerial evaluations of salesperson's performance. Organizational behavior and human decision processes, 50(1), 123-150.
  29. S. B. Mackenzie, P. M. Posdakoff & R. Fetter. (1993). The impact of organizational citizenship behavior on evaluations of salesperson performance. The Journal of Marketing, 70. DOI : 10.2307/1252058
  30. S. B. Mackenzie, P. M. Posdakoff & M. Ahearne. (1998). Some possible antecedents and consequences of in-role and extra-roel salesperson performance. The Journal of Marketing, 87-98. DOI : 10.2307/1251745
  31. S. B. Mackenzie. P. M. Posdakoff & J. B. Paine. (2000). Do citizenship behaviors matter more for managers than for salesperson? Journal of the Academy of Marketing Science, 27(4), 396-410. DOI : 10.1177/0092070399274001
  32. R. H. Moorman. (1991). Organizational justice and organizational citizenship bahaviors : Do fairness perceptions influence employee citizenship? Psychological Bulletin, 76, 845-55.
  33. R. H. Morgan & S. D. Hunt. (1996). The commitment-trust theory of relationship marketing. The journal of marketing, 58(3), 20. DOI : 10.2307/1252308
  34. E. W. Morrison. (1996). Role definitions and organizational citizenship behavior : the importance of the employee's perspective. Academy of management journal, 37(6), 1543-1567. DOI : 10.2307/256798
  35. R. G. Netemeyer, J. S. Boles, D. O. Mckee & R. Mcmurrian. (1997). An investigation into the antecedents of organizational citizenship behaviors in a personal selling context. The Journal of Marketing, 85-98. DOI : 10.2307/1251791
  36. R. C. Nyhan & H. A. Malowe. (1999). Organizational effectiveness enhancement under total quality management (TQM) in a non-Manufacturing. Industrial Engineering and Management Press, p. 294-303.
  37. D. W. Organ & K. Ryan. (1995). A meta-analytic review of attitudinal and dispositional predictors of organizational citizenship behavior. Personnel psychology, 48(4), 775-802. DOI : 10.1111/j.1744-6570.1995.tb01781.x
  38. C. A. O'Reilly & J. Chatman. (1986). Organizational commitment and psychological attachment : The effects of compliance, identification, and internalization on prosocial behavior. Journal of applied psychology, 71(3), 492-499. DOI : 10.1037//0021-9010.71.3.492
  39. A. Parasuraman, V. A. Zeithmal & L. L. Berry. (1988). Servqual : A multiple-item scale for measuring consumer perc. Journal of retailing, 64(1), 12.
  40. M. Paulin, J. Perrien & R. J. Ferguson. (1997). Relational contract norms and the effectiveness of commercial banking relationships. International Journal of Service Industry Management, 8(5), 435-452. DOI : 10.1108/09564239710189844
  41. M. Paulin, R. J. Ferguson & M. Payaud. (2000). Business effectiveness and professional service personnel : Relational or transactional managers? European Journal of Marketing, 34(3/4), 453-472. DOI : 10.1108/03090560010311966
  42. P. M. Posdakoff & S. B. Mackenzie. (1994). Organizational citizenship behaviors and sales unit effectiveness. Journal of marketing research, 351-363. DOI : 10.2307/3152222
  43. P. M. Posdakoff, S. B. Mackenzie, R. H. Moorman & R. Fetter. (1990). Transformational leader behaviors and their effects on followers' trust in leader, satisfaction, and organizational citizenship behaviors. The leadership quarterly, 1(2), 107-142. DOI : 10.1016/1048-9843(90)90009-7
  44. P. M. Posdakoff, M. Ahearne & S. B. Mackenzie. (1997). Organizational citizenship behavior and the quantity and quality of work group performance. Journal of applied psychology, 82(2), 262-269. DOI : 10.1037//0021-9010.82.2.262
  45. S. M. Pfeffer. (1987). Prosocial behavior, noncompliant behavior, and work performance among commission salespeople. Journal of applied psychology, 72(4), 615-621. DOI : 10.1037/0021-9010.72.4.615
  46. F. Reichheld & W. E. Sasser. (1990). Zero defections : Quality comes to services. Harvard business review, 68(5), 105-111.
  47. D. M. Rousseau & J. M. Parks. (1993). The Contract of Individuals and Organizations. IResearch in organizational behavior, 15, 1-1.
  48. R. T. Rust, A. J. Zahorik & T. L. K. Ham. (1995). Return on quality (ROQ) : Making service quality financially accountable. The Journal of Marketing, 58-70. DOI : 10.2307/1252073
  49. B. Schneider, J. J. Parkington & V. M. Buxton. (1980). Employee and customer perceptions of service in banks. Administrative Science Quarterly, 25(2), 252. DOI : 10.2307/2392454
  50. B. Schneider, S. White & M. C. Paul. (1992). Linking service climate and customer perceptions of service quality : Tests of a causal model. Journal of applied Psychology, 83(2), 150. DOI : 10.1037//0021-9010.83.2.150
  51. C. A. Smith, D. W. Organ & J. P. Near. (1983). Organizational citizenship behavior : Its nature and antecedents. Journal of applied psychology, 68(4), 653. https://doi.org/10.1037/0021-9010.68.4.653
  52. L. Van Dyne, J. W. Graham & R. M. Dienesch. (1994). Organizational citizenship behavior : Construct redefinition, measurement, and validation. Academy of management Journal, 37(4), 765-802. DOI : 10.2307/256600
  53. S. Walz & B. P. Niehoff. (1996). Organizational citizenship behaviors and their effect on organizational effectiveness in limited-menu restaurants. In Academy of management proceedings, 1, 307-311. DOI : 10.5465/ambpp.1996.4980770
  54. L. J. Williams & S. E. Anderson. (1991). Job satisfaction and organizational commitment as predictors of organizational citizenship and in-role behaviors. Journal of management, 17(3), 601-617. DOI : 10.1177/014920639101700305
  55. V. A. Zeithmal, L. L. Berry & A. Parasuraman. (1993). The nature and determinants of customer expectations of service. Journal of the academy of Marketing Science, 21(1), 1-12. DOI : 10.1177/0092070393211001