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항공사 종사원의 조직커뮤니케이션 만족이 고객지향성에 미치는 영향 : 집단응집성의 매개효과
The Effect of the Organizational Communication Satisfaction of Airline Employees on Customer Orientation : Focusing on the Mediating Effect of Group Cohesion

첫 페이지 보기
  • 발행기관
    관광경영학회 바로가기
  • 간행물
    관광경영연구 바로가기
  • 통권
    제21권 제5호 통권 78호 (2017.09)바로가기
  • 페이지
    pp.217-237
  • 저자
    장미경, 유양호
  • 언어
    한국어(KOR)
  • URL
    https://www.earticle.net/Article/A310975

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원문정보

초록

영어
The purpose of this study is to grasp the effect relationship of communication satisfaction that the employees within the airline organization recognize on the group cohesion and customer orientation as well as to verity the mediating effect of group cohesion in a relationship with the communication satisfaction and customer orientation. To achieve this, this study was to execute the empirical analysis by selecting the employees who worked in the national airlines and foreign airlines to operate and serve in Korea. To examine the communication satisfaction within the organization of the airline, four factors; communication environment, the prospect of an organization, horizontal-informal communication, the integration of an organization were measured. In this analysis, group cohesion and customer orientation were classified as a single factor. When all the studies were combined, 4 hypotheses were accepted completely. The implications according to the research findings were to verity that the organizational members' communication satisfaction was important antecedent variable to improve the employee's positive work attitudes. In addition, this study was to investigate that the communication satisfaction could be improved through the active utilization of informal communication channels as well as the formal communication. The significance of the study can be found in that the developmental research model was suggested by verifying the investigating the relationship between the organizational communication satisfaction and customer orientation, and the mediating effect on the group cohesion.

목차

ABSTRACT
 Ⅰ. 서론
 Ⅱ. 이론적 배경
  1. 조직커뮤니케이션 만족의 개념
  2. 집단응집성
  3. 고객지향성
 Ⅲ. 연구설계
  1. 연구모형
  2. 가설의 설정
  3. 변수의 조작적 정의와 설문지의 구성
  4. 자료수집 및 분석방법
 Ⅳ. 실증분석
  1. 인구 통계적 특성
  2. 신뢰성 및 요인분석
  3. 가설검증
 Ⅴ. 결론
 참고문헌

저자

  • 장미경 [ Migyoung Jang | 동신대학교 일반대학원 관광학과 석사 ]
  • 유양호 [ Yangho Yoo | 동신대학교 호텔경영학과 조교수 ] 교신저자

참고문헌

자료제공 : 네이버학술정보

간행물 정보

발행기관

  • 발행기관명
    관광경영학회 [Tourism Management Research Organization]
  • 설립연도
    1997
  • 분야
    사회과학>관광학
  • 소개
    관광경영학을 실용학문의 체계로 확립하고 실천학문으로 정착시키기 위하여, 관광경영학문을 현실적응에 필요한 연구를 통해 국가관광정책의 방향을 제시하고, 관광사업자들에게는 실질적으로 도움이 되는 경영전략을 제공하며, 연구를 통하여 회원간의 친목도모와 정보교환을 함으로써 상호발전을 목적으로 한다.

간행물

  • 간행물명
    관광경영연구 [Journal of Tourism Management Research]
  • 간기
    격월간
  • ISSN
    2092-528X
  • 수록기간
    1997~2019
  • 등재여부
    KCI 등재
  • 십진분류
    KDC 326.39 DDC 910

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