• The Journal of the Korea Contents Association
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• v.10 no.10
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• pp.368-377
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• 2010

This study aimed to explore the relationships among organizational justice, social support, innovative behavior of employees in a deluxe hotel in Seoul. In addition, it tries to find out the mediating effects that the social support have contributed to organizational justice and innovative behavior. The results of this study are, organizational justice have a direct impact on social support, and innovative behavior, and social support directly influence to innovative behavior. And social support have a mediating effect between organizational justice and innovative behavior. These results suggest that the new direction of the importance of organizational managements on accumulating organizational justice and the importance of social support and innovative behavior of employees in the hotel industry.

• Journal of Distribution Science
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• v.12 no.3
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• pp.105-109
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• 2014

Purpose - Leadership style is an important factor in determining the attitude and behavior of employees and their satisfaction with an organization. Contributing the efficiency of an organization, Especially, servant leadership focusing on meeting employees' hopes and desires positively affect success of the organization and performance of employees. In the airline service industry it is necessary to conduct studies for an internal marketing on servant leadership that emphasizes the trust in the dignity of humans and spirit of service to subordinates as a factor affecting the job satisfaction. Research design, data, and methodology -Therefore, in this research, it is empirically analyzed that employees' perception of a supervisor's support plays mediating role in the relationship between employees' perception of servant leadership and perception of an organization's support using multiple and hierarchal regression analysis targeting 243 employees working in D Airline. Result - As a result, Employees' employees' perceived supervisor's support mediates the relationship between employees' perceived servant leadership of a supervisor and employees' perceived organizational support. Conclusions - This study suggests that the servant leadership of a supervisor perceived by employees constitutes an important preceding variable in enhancing the employees' perception on organizational support.

• Culinary science and hospitality research
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• v.20 no.2
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• pp.1-15
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• 2014

This study aims to empirically analyze the influence of emotional leadership of hotel cuisine employees on empowerment, trust and innovative behavior. Selecting cooks working for ten five-star hotels in Seoul for empirical analysis, total 500 copies of questionnaire (50 copies to each hotel) were distributed for 30 days from September $23^{rd}$ to October $22^{nd}$, 2013. Excluding the ones with missing values or too much weighted tendency, total 426 copies(85.2%) were used as the final data for statistical analysis. As a result of the analysis, the verification of causal relationships between hotel cuisine employees' perceived emotional leadership and empowerment, trust and innovative behavior within organizations is valuable enough to be used as the theoretical foundation in the future. Based on the results of such in-depth analysis, hotel cuisine employees' perceived emotional leadership can be shown through interactions between leaders and employees. The effectiveness of leadership can be maximized only when leaders and employees maintain the mutual cooperative partnership to lead employees' innovative behavior by implanting empowerment and trust in employees.

• The Journal of the Korea Contents Association
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• v.12 no.3
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• pp.322-334
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• 2012

The purpose of this paper is to explain and identify how service trust about enterprise of internal employees influence on management performance by investigating relationships between service trust in internal organization of enterprise, job commitment, customer service behavior, management performance. A survey study was conducted to collect the data with sales forces of at domestic major pharmaceutical companies. Analysis of structural equation modeling with AMOS 18.0 was performed to test the research hypothesis. The results of the study are as follows: service trust in internal organization of enterprise are positively associated on both job commitment and management performance, but it was negatively associated on customer service behavior. Job commitment was positively associated on customer service behavior but it was not influences on management performance. And customer service behavior was positively associated on management performance. Therefore, service trust in internal organization of enterprise was direct influences on management performance and it was also effects on through job commitment and customer service behavior. To sum up, if employees are devote themselves in work of their organization, service behavior on their customer of employees will be higher, and then management performance will be achievement. So, it have to reinforce job commitment on employees in order to achievement high performance of management through sales.

• The Journal of the Korea Contents Association
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• v.12 no.2
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• pp.429-438
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• 2012

The purpose of this study was to investigate the effects of organization citizenship behavior of casino employees and organization commitment, organization commitment and customer orientation, organization citizenship behavior and customer orientation. In order to analyze data of this study, a questionnaire survey was conducted with employees of casino in Gangwon-do. This study considers organization citizenship behavior of casino employees and examines the method of enhancement of organization citizenship behavior, organization commitment and customer orientation for development of casino industry. The results of the study were as follows. First, organization citizenship behavior had a statistically significant effect on citizenship, sportsmanship. Second, organization commitment had a statistically significant effect on customer orientation. Third, altruism and sportsmanship had statistically significant effects on customer orientation, citizenship had a statistically significant effect on satisfaction of customer need, conscientious action had a statistically significant effect on customer reception service.

• Journal of Digital Convergence
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• v.11 no.11
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• pp.603-611
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• 2013

This study examines the impact of job stress on customer-oriented boundary-spanning behavior with the mediating effects of organizational commitment. The survey data was collected from 147 employees working at a hospital and analyzed statistically by using SPSS 18.0 and AMOS 18.0. The result of this study are as follows. Hypothesis 1, Job stress has a negative influence on organizational commitment. Hypothesis 2, Organizational commitment has a positive influence on customer-oriented boundary-spanning behavior. Hypothesis 3, Job stress has a negatively significant impact on customer-oriented boundary-spanning behavior. Accordingly, Organizational commitment has the role of partially mediating the effect between job stress and customer-oriented boundary-spanning behavior. This means that employees working at the point of meeting customers must reduce their job stress in order to improve the service quality of a hospital and creating solutions to reduce job stress of hospital employees can increase customer-oriented boundary-spanning behavior.

• Journal of the Korean Society for Railway
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• v.18 no.6
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• pp.609-618
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• 2015

This paper empirically analyzed the effect that the leadership of middle managers had on empowerment and innovative behavior, as measured by employees of a domestic railway corporation. The results demonstrate that transactional leadership had a positive effect on both empowerment and innovative behavior. However, transformational leadership did not exhibit immediate effects on innovative behavior. In addition, it was also found that empowerment completely mediated the relationship between transformational leadership and innovative behavior. Therefore, the results of this study imply that the leadership of middle managers in a railway corporation is an important influential factor which causes innovative behavior in employees. Specifically, to induce voluntary innovative behaviors in employees through transformational leadership, utilizing empowerment to instill a right to make decisions through the delegation of the right is a very important factor.

• Management & Information Systems Review
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• v.38 no.3
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• pp.21-34
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• 2019

It is a very important task for managers to motivate employees who work at service encounters where interaction with customers is important. The purpose of this study is to propose the trust of supervisor and supervisor's expressions as factors that can enhance or strengthen employees' prosocial behavior. Hierarchical regression analysis was used for this purpose. The results and implications are as follows. First, trust toward supervisors appeared to be a factor to improve employees'engagement. Second, job engagement has a positive effect on prosocial behavior of employees, that is, customer oriented behavior and organizational citizenship behavior. Finally, this work confirmed the moderating effect of the supervisor's gratitude expressions in the relationship between trust toward supervisor and job engagement. Research on gratitude in the marketing field is still in its infancy, and previous researches are focused on business and consumer relations. Expressing gratitude can be a natural tendency. This study suggests that gratitude expression should be introduced as part of organizational culture.

• Culinary science and hospitality research
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• v.22 no.6
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• pp.120-131
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• 2016

The purpose of this study was to examine the structural relationship between customers' perception of authenticity, justice, customer commitment, and customer behavior in franchise coffee shops. To test the hypotheses of the study, a total of 428 customers in Korea were considered in an empirical analysis using a two-step structural equation model (SEM) approach. In particular, employees' authenticity had relatively great influence on customers' continuous and affective commitment and their justice had greater influence on customers' normative commitment. Also, customers' continuous commitment, normative commitment, and affective commitment significantly influence customer participation behavior, while normative commitment and affective commitment have a significant effect customer citizenship behavior. Research thus far divided justice and authenticity into separate concepts and examined relation with customer commitment or behaviors but the present study put cognitive process of justice and emotional process of authenticity on the same line and evaluated their different influence on customer commitment and behaviors, thereby verifying that not justice perceived by customers induced desirable customer behaviors but authenticity they felt with their heart played a more superior role in customer commitment or behaviors. This means that authentic services rather than justice induce customers' positive behaviors.

• Journal of Korean Society for Quality Management
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• v.30 no.3
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• pp.1-19
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• 2002

Greenberg(1990) suggested that organizational justice research may potentially explain many organizational behavior outcome variables. One example of nontraditional job behavior is service quality, for it is part of the spontaneous and innovative behaviors noted by Katz(1964). The first purpose of this research is to test the effects of organizational justice on service quality, and the second purpose is to test the moderating effects of sex and tenure on the relationships between organizational justice and service quality According to statistical analysis, only interactional justice had an impact on service quality. Also the results of moderating regression analysis showed that short term employees were more sensitive to distributive justice than long term employees. This result means short term employees are more interested In incentive system than long term employees.