여행업 직원의 직업소명의식이 심리적 주인의식과 직무열의 및 고객지향성에 미치는 영향

Abstract

The purpose of this study was to empirically study the effect of occupational calling on psychological ownership, job engagement, and customer orientation targeting travel industry employees. The sample for the empirical study of this study was targeted at customer service employees working at five outbound travel agencies in Seoul, and a face-to-face survey was conducted from June 27 to July 1, 2022. And 212 questionnaires were used for empirical analysis. As a result of the factor analysis, occupational calling was classified into pro-social values, life purpose and meaning, and transcendental calling. The hypothesis test result, it was found that pro-social value among the constituent factors of occupational calling had a significant effect on psychological ownership, but transcendental calling, life purpose and meaning had no significant effect. Also, life purpose and meaning, pro-social values were found to have a significant effect on job engagement, but transcendental calling did not have a significant effect. In addition, psychological ownership was found to have a significant effect on job engagement and customer orientation, and job engagement had a significant effect on customer orientation.