Earticle

초록

영어

The change of value on travel has brought about dramatical increase of the number of tourists due to rising incomes and leisure time. Despite the growth of the travel industry, the job satisfaction level of those who work in the travel industry is low. To solve this problem, it is important to highlight the workers' value by recognizing them as internal customers instead of conventional means like physical capital. The travel industry is a service industry that highly relies on human resources, so individual management of workers is critical. As many studies show, human resources are a strategical element and core asset for the competitive advantage and development of company. The workers' organization citizen's action, which is not official but spontaneous behaviors, can have an important effect on customer satisfaction and choice of travel agency. To draw workers' organization citizen's action, there should be the change of workers' psychological capital according to organizational justice. For actual proof analysys, i have extracted 300 samples through a survey performed on employee of travel agency’s, and analyzes basic data and structural equation model by using SPSS and AMOS. Thus, this study is intended to emphasize the importance of internal customers in the management of tour companies and to provide practical implications by verifying the influencing relationship among organizational justice that workers recognize, their psychological capital and organization citizen's action.

목차

ABSTRACT
 Ⅰ. 서론
 Ⅱ. 이론적 배경
  1. 여행사의 조직공정성
  2. 심리적 자본
  3. 조직시민행동
 Ⅲ. 연구설계
  1. 연구모형 및 가설
  2. 설문구성
  3. 자료수집 및 분석방법
 Ⅳ. 실증분석
  1. 조사대상의 특성
  2. 측정도구의 타당성 및 신뢰성 검증
  3. 연구변수들의 기술통계량 및 상관관계
  4. 연구모형 및 가설 검증
 V. 결론
 참고 문헌

키워드

저자

• 한성환 [ Sunghwan Han | 경기대학교 관광전문대학원 박사과정 ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  관광경영연구 [Journal of Tourism Management Research]

• 간기

  연7회

• pISSN

  2092-528X

• 수록기간

  1997~2021

• 십진분류

  KDC 326 DDC 338