earticle

영어

The dispositional and motivational variables to bring up proactive behaviors need to be extensively verified in the upscale hotel industry. This study aims to investigate the impact of holistic thinking on proactive service behaviors mediated through job self-efficacy. Holistic thinking includes causality, attitude towards contradiction, perception of change, and locus of attention. Focused on five star hotel industry, the relationships among lower variables of holistic thinking, job self-efficacy, proactive service behaviors have been hypothesized based on the existing literature. This study surveys the five star hotel employees via convenience sampling. The number of 271 cases was used for the analysis and the results were analyzed through structural equation modeling. The results firstly indicate that causality, perception of change, and locus of attention make a significantly positive influence on job self-efficacy whereas attitude towards contradiction does not. Secondly, every lower variable of holistic thinking does not make any significant impact on proactive service behaviors. Thirdly, job self-efficacy makes a significantly positive impact on proactive service behaviors. Finally, job self-efficacy fully mediates for the relationship between causality, perception of change, and locus of attention and proactive service behaviors whereas it does not make any mediating effect for the relationship between attitude towards contradiction and proactive service behaviors. How to develop proactive service behaviors has been discussed based on the study results.