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http://dx.doi.org/10.20878/cshr.2017.23.2.003

A Study on the Relationship between Y Generational Characteristics and Customer Orientation - Including Testing Mediating Role of Job Satisfaction -  

Choi, Hyun-Jung (School of Tourism, Baekseok University)
Publication Information
Culinary science and hospitality research / v.23, no.2, 2017 , pp. 23-34 More about this Journal
Abstract
The current study aims to demonstrate the causal relationships of supervisory support, workplace fun, job satisfaction and customer orientation of Y Generational service provider in the Korean hotel industry. In order to achieve the study purpose, the data were collected from 284 hotel employees who were born from 1981 to 2000, which is considered as Generation Y. To analyze the data, frequency, correlation, regression, PROCESS Macro and confirmatory factor analysis were undertaken using SPSS and AMOS version 18.0. The results show as follows: First, factor of workplace fun had a positive influence on job satisfaction and customer orientation. Second, factor of supervisory support had a positive influence on job satisfaction but its effect on the customer orientation was not significant. Third, job satisfaction had a significantly positive effect on customer orientation. Lastly, job satisfaction was revealed as a significant mediator between dependent variables(supervisory support and workplace fun) and customer orientation. Eventually, this study found that the more workplace fun and job satisfaction employees have, the higher customer orientation they show. Supervisory support was revealed as an indirect factor to enhance customer orientation through job satisfaction.
Keywords
customer orientation; supervisory support; workplace fun; job satisfaction; Y generation;
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