Earticle

초록

영어

The purpose of this study is to identify the relationship between food service employee’s empathy ability, self-efficacy, and customer orientation. In this study, the empathy ability was composed of cognitive empathy and emotional empathy while self-efficacy and customer orientation were composed of a single factor. For the research, this study conducted a Google-based online survey on the food service employees working at food service companies including hotels in Seoul and Gyeonggi region. The survey was conducted from January 2nd to January 30th 2019. Total of 236 questionnaires were collected and excluded 10 unusable data, 226 responses were used for an empirical analysis. Frequency analysis was carried out for demographic characteristics and confirmatory factor analysis for reliability and validity. In order to test the hypothesis, structural equation modeling was used. The results on analysis of hypotheses were as follows. In hypothesis 1, the empathy ability had a positive (+) influence on self-efficacy. In hypothesis 2, the empathy ability had complete mediating effect on self-efficacy and had a positive (+) influence on customer orientation. In addition, in hypothesis 3, the self-efficacy had a positive influence on the customer orientation. Thus, all of the hypotheses were adopted. This study results suggest theoretical and practical implications on human resource management and human resource development.

목차

ABSTRACT
Ⅰ. 서론
Ⅱ. 이론적 배경
1. 공감능력
2. 자기효능감
3. 고객지향성
Ⅲ. 연구설계
1. 연구모형 및 가설의 설정
2. 조작적 정의 및 설문지 구성
3. 조사방법과 조사기간
Ⅳ. 성과분석
1. 조사대상자의 인구통계학적 특성
2. 신뢰도와 타당성 분석
3. 가설의 검증
Ⅴ. 결론
참고문헌

키워드

저자

• 신형철 [ Hyoungchul Shin | 경기대학교 일반대학원 외식조리관리학과 겸임교수 ]

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