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논문검색

항공사 객실승무원의 다차원적 조직몰입이 고객지향성에 미치는 영향 연구

원문정보

The Effects of Organizational Commitment of Flight Attendants on Customer Orientation

유정선

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초록

영어

The purpose of this study was to investigate the relationship between Organizational Commitment and Customer Orientation of flight attendants. The self-Communication method was adopted to collect the data in August, 2016. A total of 200 questionnaires were completed but 182 data were statistically analyzed by utilizing SPSS Version 18.0 and Amos Version 18.0 statistics. Factor and Confirmatory Factor Analysis were conducted. Path Analysis were followed to verify the relationship between independent and dependent variables. It was found as follows: First, Organizational Commitment is consisted with Affective Commitment, Normative Commitment and Continuance Commitment. Also Customer Orientation is consisted with Voluntary Customer Orientation, and Business Customer Orientation. Secondly, regarding the relationship between Organizational Commitment and Voluntary Customer Orientation, both Affective Commitment and Normative Commitment positively affect Voluntary Customer Orientation. However Continuance Commitment negatively affect Business Customer Orientation. Thirdly, regarding the relationship between Organizational Commitment and Business Customer Orientation, only Affective Commitment positively affect Business Customer Orientation. Based on those results, the contribution, limitation, and some of recommendation for the future research have been suggested.

목차

ABSTRACT
 I. 서론
 II. 이론적 배경
  1. 조직몰입의 개념과 구성요소
  2. 고객지향성의 개념과 구성요소
 III. 연구설계
  1. 연구모형
  2. 가설 설정
  3. 변수의 조작적 정의
  4. 표본추출 및 자료 분석방법
 IV. 분석결과
  1. 표본의 인구통계학적 특성
  2. 신뢰도와 타당성 분석
  3. 측정항목의 확인적 요인분석
  4. 가설 검증
 V. 결론
 참고문헌

저자정보

  • 유정선 Jeongsun Yoo. 호서대학교 사회과학대학 항공서비스학과 조교수

참고문헌

자료제공 : 네이버학술정보

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