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학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
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연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학위논문
- 저자정보
- 지도교수
- 김완민
- 발행연도
- 2020
- 저작권
- 부경대학교 논문은 저작권에 의해 보호받습니다.
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초록· 키워드
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Despite the fact that some studies examine the role of cultural attributes as determinants of service performance in hotel industry, there has been lack of studies that explored how a deep acting and hotel service employee’s market orientation, as a emotional labor strategy and culture, might provide competitive advantages in the form of hotel service employee creativity, which influences the hotel’s service performance.
The current study therefore proposes a research model, in which hotel service employee’s deep acting and market orientation as an intangible resource enhances the hotel service employee creativity, which eventually improves hotel’s service performance, with national culture as a moderator.
To test the hypotheses, responses were obtained from 196 South Korean and 195 Japanese firm samples. The proposed model was estimated using structural equation modeling and hierarchical regression analysis.
The empirical study confirms that hotel service employee’s market orientation(customer orientation, competitor orientation, and interfunctional coordination) directly influences hotel service employee creativity, en route to hotel service performance. Second, deep acting has a positive relationship with hotel service employee’s market orientation. Third, the results showed that hotel service employee’s market orientation(customer orientation, competitor orientation, and interfunctional coordination) has a positive relationship with hotel service creativity. Finally, national culture moderates the relationship between hotel service employee’s market orientation and hotel service creativity, thereby implying the positive relationship between competitor orientation and hotel service creativity is stronger in Korea than in Japan. In contrast, the positive relationship between inter-functional coordination and hotel service creativity is stronger in Japan than in Korea.
Leveraging source?positional advantage?performance structures(Day and Wensley 1988), this study clarifies how deep acting and hotel service employee’s market orientation influences a hotel firm’s service employee creativity as a positional advantage, which eventually enhances its hotel’s service performance. Moderating effects of cultural factors arise between hotel service employee’s market orientation and hotel service employee creativity, thereby revealing the important, contingent role of cultural factors in managing the link between hotel service employee’s market orientations and hotel employee’s creativity.
This study provides managerial guidelines for how hotel firms operating in different countries such as Korea and Japan can manage their deep action and market orientation to enhance their service creativity and firm performance, by noting and accommodating different cultural characteristics.
The current study therefore proposes a research model, in which hotel service employee’s deep acting and market orientation as an intangible resource enhances the hotel service employee creativity, which eventually improves hotel’s service performance, with national culture as a moderator.
To test the hypotheses, responses were obtained from 196 South Korean and 195 Japanese firm samples. The proposed model was estimated using structural equation modeling and hierarchical regression analysis.
The empirical study confirms that hotel service employee’s market orientation(customer orientation, competitor orientation, and interfunctional coordination) directly influences hotel service employee creativity, en route to hotel service performance. Second, deep acting has a positive relationship with hotel service employee’s market orientation. Third, the results showed that hotel service employee’s market orientation(customer orientation, competitor orientation, and interfunctional coordination) has a positive relationship with hotel service creativity. Finally, national culture moderates the relationship between hotel service employee’s market orientation and hotel service creativity, thereby implying the positive relationship between competitor orientation and hotel service creativity is stronger in Korea than in Japan. In contrast, the positive relationship between inter-functional coordination and hotel service creativity is stronger in Japan than in Korea.
Leveraging source?positional advantage?performance structures(Day and Wensley 1988), this study clarifies how deep acting and hotel service employee’s market orientation influences a hotel firm’s service employee creativity as a positional advantage, which eventually enhances its hotel’s service performance. Moderating effects of cultural factors arise between hotel service employee’s market orientation and hotel service employee creativity, thereby revealing the important, contingent role of cultural factors in managing the link between hotel service employee’s market orientations and hotel employee’s creativity.
This study provides managerial guidelines for how hotel firms operating in different countries such as Korea and Japan can manage their deep action and market orientation to enhance their service creativity and firm performance, by noting and accommodating different cultural characteristics.
목차
- I. 서 론 11. 문제의 제기 12. 연구의 목적 43. 연구방법 및 연구범위 6가. 연구방법 6나. 연구범위 7II. 이론적 배경 91. 감정노동 9가. 감정노동의 배경 9나. 감정노동의 정의 9다. 감정노동의 중요성 12라. 감정노동 관련 선행연구들의 흐름 132. 표현규칙으로서의 내면행위와 표면행위 16가. 내면행위 16나. 표면행위 17다. 내면행위와 표면행위의 역할 183. 시장지향성 19가. 시장지향성의 의의 19나. 시장지향성의 구성개념 22다. 시장지향성의 실증적 선행연구 254. 서비스 창의성 31가. 창의성의 정의 31나. 창의성의 선행연구들 34III. 가설의 설정 371. 내면행위와 시장지향성과의 관계 372. 시장지향성과 서비스 종업원 창의성과의 관계 403. 서비스 종업원 창의성과 서비스 성과의 관계 424. 시장지향성과 서비스 종업원의 창의성 관계에 있어 국가문화의 조절적 역할 43IV. 연구의 설계 481. 자료수집 및 분석방법 48가. 자료수집 48나. 분석방법 492. 변수의 조작적 정의 및 설문지 구성 49V. 실증분석 521. 표본의 특성 522. 신뢰성 및 타당성 분석 543. 가설의 검증 58VI. 결론 621. 연구의 요약 622. 연구의 시사점 63가. 이론적 시사점 63나. 실무적 시사점 643. 연구의 한계점 및 향후 연구방향 65[참고문헌] 68[ 부 록 ] 87
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