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NTIS 바로가기品質經營學會誌 = Journal of Korean society for quality management, v.44 no.4, 2016년, pp.983 - 997
이정아 (경희대학교 관광학과) , 이기종 (경희대학교 관광학과)
Purpose: The purpose of this paper is to examine the structural relationship among leader-member exchange(LMX), empowerment, job satisfaction, organizational commitment, and customer orientation in a low-cost carrier industry. Methods: The collected data through the survey were analyzed using struct...
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핵심어 | 질문 | 논문에서 추출한 답변 |
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고객지향성이 의미하는 것은 무엇인가? | 나아가 종사원의 고객지향적인 태도는 기업의 궁극적인 목표인 이윤창출 및 기업성과에 직접적인 영향을 미치는 핵심적인 요소라 하였다(Peccei and Rosenthal, 2001). 즉, 고객지 향성은 고객과 경쟁자를 모두 고려하는 시장지향성과 달리 개인수준에서 서비스 종사자의 올바른 태도나 행동을 통해 고객의 필요와 욕구를 만족시키고 장기적인 관계 형성을 통해 기업의 성과를 달성하는 것을 의미한다. 고객지향 성의 수준이 높은 종사자는 보다 높은 성과와 직무에 적극적이며 만족감, 신뢰형성, 관계발전 등에 기여할 수 있다고 하였다(Shin, 2012). | |
항공사 승무원의 운영체계의 공통적인 사항은 무엇인가? | 이에 항공사는 대면서비스를 하는 직원과 승무원의 직무만족이 우선시 되어야 지속적인 기업성과를 유지할 수 있을 것이다. 항공사 승무원의 운영체계는 항공사별로 차이가 있지만, 공통적인 사항은 비행 스케줄마다 사무장 혹은 객실장, 매니저 등으로 지칭되는 리더를 중심으로 팀제로 운영된다(Ko, 2014). 항공사 객실승무원의 리더는 시간과 공간적인 제한 속에서 보다 효과적인 성과를 달성하기 위해 모든 승무원에 대해 일률적인 리더십을 발휘하는지 않고, 승무원과의 개개인의 특정 역할관계를 통해 직무를 부여하고 조직의 목표를 달성하도록 지원한다(Kim and Lee 2009). | |
LMX에 영향을 미치는 원인변수는 어떤 것들이 있는가? | 리더는 구성원과의 높은 LMX를 유지하고자 노력하며, 높은 LMX를 지각한 구성원은 맡은바 역할에 책임감과 의무감을 갖고 수행하기 때문에 LMX는 임파워먼트, 직무만족, 조직몰입에 유의한 영향을 미친다고 하였다(Byun, and Ko, 2012). LMX에 영향을 미치는 원인변수로는 조직공정성(Lee, 2014), 리더쉽(Ko, 2014), 심리적 자본(Chio 2013), 개인성격(Lee and Seo and Cho, 2014) 등이 있으며, 영향을 받는 결과변수로는 조직시민행동(Lee, 2014), 조직몰 입과 조직유효성 및 직무만족(Kim and Lee, 2009; Byun and ko, 2012), 고객지향성(Ko 2014; Seo and Lee, 2014; Choi 2013), 임파워먼트(Kim and Lee, 2009; Seo and Lee, 2014) 등이 있다. |
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