호텔종사원의 조직후원인식과 고객지향성에 대한 리더-구성원 교환관계의 조절효과

Abstract

The purpose of this study is to empirically test the effects of the POS(perceived organizational support) on the hotel employees’ CO(customer orientation) behavior. Also, it tests the moderating effects of the LMX(leader-member exchange) between the POS and CO relationship. The data was collected from the 12 luxury hotels in metropolitan areas of Korea, and 404 out of 600 surveys were used for the analysis. The study findings show that only the affectional POS had the significant positive(+) effects on CO whereas the instrumental POS showed no significant effects. LMX showed significant moderating effects between the affectional POS and CO relation. The significance of the study also includes bringing the attention to the importance of the employees who are the core resources when a lot of luxury hotels located in metropolitan areas of Korea make investment on the hardwares of the hotel.