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The Effects of Leadership on the Employee Engagement and Service Orientation : Focus on Hotel Restaurant
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리더십이 종사원의 인게이지먼트와 서비스 지향성에 미치는 영향 : 호텔 레스토랑을 중심으로

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Type
Academic journal
Author
Suh, Chang Juck (서강대학교) Park, Young Tae (서강대학교)
Journal
The Korea Service Management Society Journal of Korea Service Management Society Vol.16 No.2 KCI Accredited Journals
Published
2015.6
Pages
175 - 191 (17page)

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The Effects of Leadership on the Employee Engagement and Service Orientation : Focus on Hotel Restaurant
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Research history (2)

2015

The Effects of Leadership on the Employee Engagement and Service Orientation : Focus on Hotel Restaurant
Suh ,  Chang Juck ,  Pa Journal of Korea Service Management Society 2015.06 Academic journal
The effects of Leadership on the Employee Engagement, Service Performance in Hotel Restaurant
Suh ,  Chang Juck ,  Pa 한국서비스경영학회 학술대회 2015.05 Proceeding
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Abstract· Keywords

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The main objective of this study is to verify the causal relationship between the leadership, employee"s engagement and service orientation. This study also determine whether employee engagement has a mediator effect between leadership and service orientation. The research model was validated by the PASW and AMOS-SEM (Structure equation modeling) using 166 survey data that were collected from hotel restaurant"s employees. As the results, the study finds that statically there are significant relationships between all the variables. leadership has positive influence on employee engagement and employee engagement also has positive influence on service orientation. Employee engagement shows partial mediator effects between leadership and service orientation. Implication of this study practically shows that when leadership is shared through official channel, it improves employee"s engagement, and also it improve employee"s dedication to the company when they face sudden crisis. In addition, if employee engagement improves and is happening more actively, it will lead employees to be able to focus more to their customers satisfaction and work with more pride and dedication to the company and dedicate it to work with pride. In this study, there are two originality. First, this study empirically analysis on employee engagement and service orientation. second. in this study. employee engagement variable is divided into emotional and job engagement.
#Leadership #Employee Engagement #Service Performance #Hotel Restaurant

Contents

Abstract
Ⅰ. 서론
Ⅱ. 이론적 배경 및 가설설정
Ⅲ. 연구방법
Ⅳ. 실증분석
Ⅴ. 결론 및 향후 과제
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서비스표준이 종업원의 직무만족 및 고객지향성에 미치는 영향 : 애프터서비스 산업을 중심으로
Suh ,  Chang Juck ,  Nam 한국서비스경영학회 학술대회 2016 .05
Effects of Call Center Employee"s Net Talk Time on Job Stress and Service Quality
Suh ,  Chang Juck ,  Lee Journal of Korea Service Management Society 2016 .03

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