참고문헌 (101)

1. Ackfeldt, A. L. and Wong, V. (2006). The Antecedents of Prosocial Service Behaviours: An Empirical Investigation. The Service Industries Journal, 26(7), 727-745. 

   상세보기

2. Anderson, J. C. and Gerbing, D. W (1988). Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach. Psychological Bulletin, 103, 411-423. 

   상세보기

3. Babakus, E., Yavas, U. and Ashill, N. (2009). Role of Customer Orientation as a Moderator of the Job Demand-Burnout-Performance Relationship: A Surface Level Trait Perspective. Journal of Retailing. 85(4), 480-492. 

   상세보기

4. Bateson, J. E. (1989). Managing Services Marketing. London: Dryden Press. 

5. Barbee, C. and Bott, V. (1991). Customer Treatment as a Mirror of Employee Treatment. Advanced Management Journal. 5(1), 27. 

6. Becker, B. E. and Huselid, M. A. (1998). High Performance Work Systems and Firm Performance: A Synthesis of Research and Managerial Implications. Research in Personnel and Human Resource Management, 16, 53-102. 

7. Bentler, P. M. (1990). Comparative Fit Indexes in Structural Models. Psychological bulletin, 107(2), 238-246. 

   상세보기

8. Bettencourt, L. A. and Brown, S. W. (2003). Role Stressors and Customer-Oriented Boundary-Spanning Behaviors In Service Organizations. Journal of the Academy of Marketing Science, 31(4), 394-408. 

   상세보기

9. Bettencourt, L. A., Gwinner, K. P. and Meuter, M. L. (2001). A Comparison of Attitude, Personalty, and Knowledge Predictors of Service - Oriented Organizational Citizenship Behaviors. Journal of Applied Psychology, 86(1), 29-41. 

   

10. Borman, W. C. and Motowidlo, S. J. (1997). Task Performance and Contextual Performance: The Meaning for Personnel Selection Research. Human performance, 10(2), 99-109. 

    상세보기

11. Bollen, K. A. (1989). A New Incremental Fit Index for General Structural Equation Models. Sociological Methods and Research, 17(3), 303-316. 

    상세보기

12. Brown, T. J., Mowen, J. C., Donavan, D. T. and Licata, J. W. (2002). The Customer Orientation of Service Workers Personality Trait Determinants and Effects on Supervisor Performance Rating, Journal of Marketing Research, 39(2), 110-119. 

    상세보기

13. Browne, M. W. and Cudeck, R. (1992). Alternative Ways of Assessing Model Fit. Sociological Methods and Research, 21(2), 230-258. 

    상세보기

14. Bu, J. W. (2015). The Impact of Empowerment and Intenal Service Quality on Customer Orientation: Focused on China Banks. Master Thesis, Graduate School, Hansung University. 

15. Byun, M. H. (2015). The Effect of The Servant Leadership on The Empowerment And Customer Orientation: Focused on The Moderating Effect of Social Support, Doctoral Dissertation, Graduate School, Kyoungki University. 

16. Byun, H. J. and Lee, B. C. (2020), The Analysis of Competitiveness among Low-Cost Carriers: A Niche Theory Perspective, Journal of Tourism Sciences, 44(3), 31-49. 

    상세보기

17. Chang, J. Y. and Choi, H. B. (2007). The Mediating Effect of Autonomous Motivationon the Relationship Between Psychological Empowerment and Organizational Commitment. The Korean Journal of Industrial and Organizational Psychology, 20(2), 113-133. 

    상세보기

18. Conger, J. A. and Kanungo, R. N. (1988). The Empowerment Process: Integrating Theory and Practice, Academy of Management Review, 471-482. 

19. Damanpour, F. (1991). Organizational Innovation: A Meta-Analysis of Effects of Determinants and Moderators, Academy of Management Journal, 34(3), 555-590. 

    상세보기

20. Deshpande, R., Farley, J. U. and Webster, Jr. F. E. (1993). Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis. Journal of Marketing, 57(1), 23-37. 

    상세보기

21. Deshpande, R. and Farley, J. U. (1998). Measuring Market Orientation: Generalization and Synthesis. Journal of Market-Focused Management, 2, 213-232. 

    상세보기

22. Donavan, D. T. and Hocutt, M. A. (2001). Customer Evaluation of Service Employee's Customer Orientation: Extention and Application. Journal of Quality Management, 6(2), 293-306. 

    상세보기

23. Donavan, D. T., Brown, T. J. and Mowen, J. C. (2004). Internal Benefits of Service Worker - Customer Orientation: Job Satisfaction, Commitment and Organizational Citizenship Behaviors, Journal of Marketing, 68(1), 128-146. 

    상세보기

24. Dunlap, B. J., Dotson, M. J. and Chambers, T. M. (1988). Perceptions of Real-Estate Brokers and Buyers: A Sales-Orientation, Customer - Orientation Approach, Journal of Business Research, Elsevier, 17(2), 175-187. 

    상세보기

25. Ford, J. K., MacCallum, R. C. and Tait, M. (1986). The Application of Exploratory Factor Analysis in Applied Psychology: A Critical Review and Analysis. Personnel Psychology, 39(2), 291-314. 

    상세보기

26. Foy, N. (1994). Empowering People at Work, London: Gower Publishing. 

27. Gin. M. J., Kim, H. K., Ryu. S. M. and Kwak, W. J. (2020). The Effects of Empowering Leadership on In-Role and Extra-Role Behavior Focus on the Mediating Role of Psychological Ownership, Korean Academy of Leadership, 11(2), 67-92. 

28. Goldstein, S. M. (2003). Employee Development: An Examination of Service Strategy in A High-Contact Service Environment, Production and Operations Management, 12(2), 186-203. 

    상세보기

29. Gu, J. H. (2001). The Effect of the Market Orientation on the Customer Orientation and the Financial Output in the Family Restaurant: Focused on the Operation of Foreign Brand Family Restaurant, Journal of Tourism Management Research, 16(2), 187-204. 

30. Go, M. S. (2008). A Study on the Influence of Empowerment on Job Satistaction and Organizational Commitment of Clinical Nurses, Korean Journal of Hospital Management, 9(2), 23-45. 

31. Gronroos., C. (1984). A Service Quality Model and Its Marketing Implications, European Journal of Marketing. 4, 36-44. 

    상세보기

32. Han, H. S. and Kim, Y. T. (2009). A Study on Service Quality and Customer Satisfaction for Selection of Customer, Journal of Korea Service Management Society, 10(1), 1-21. 

33. Hartline, M. D. and Ferrell, O. C. (1996). The Management of Customer - Contact Service Employees, Journal of Marketing, 60(Oct.), 52-70. 

    상세보기

34. Henning-Thurau, T. (2004). Customer Orientation of Service Employee: Its Impact on Customer Satisfaction, Commitment, and Retention. International Journal of Service Industry Management, 15, 460-478. 

    상세보기

35. Horovitz, M. D. and Cudenne. P. (1990). Guest Perceptions of Hotel Quality. Cornell Hotel and Restaurant Administration Quarterly. 44(1), 632-647. 

36. Hu, T. (2016). The Effects of Chinese Enterprise's Personnel Customer Orientation and Business Intelligence on Champion Behavior: The Mediated Effect of Empowerment, Master Thesis, Graduate School, Hanbat University. 

37. Hur, W. M. (2013). How Researchers Estimate Indirect Effect using Bootstrapping: The Case of Simple, Multiple, and Double Mediation, Journal of Corporation and Innovation, 6(3), 43-59. 

38. Im, J. H. (2016). The Study on How Psychological Empowerment of Hotelier Can Influence on Customer Orientation - Focused on Customer Contact Service Division Department of Five-Star Hotels -, Journal of Tourism and Leisure Research, 4, 93-115. 

39. Im, J. E. (2015), The Effects of Perceived Empowerment on Customer-Oriented Behavior among Hotel Employees: Focused on The Mediation Effect of Job-Esteem, Journal of Tourism and Leisure Research, 27(6), 41-57. 

40. Jayaram, J. and Xu, K. (2016). Determinants of Quality and Efficiency Performance in Service Operations, International Journal of Operations and Production Management, 36(3), 265-285. 

    상세보기

41. Jung, C. H. (2019). Correlation Research on Empowerment, Service Orientation, Job Satisfaction, Organizational Commitment of Tourism Administration Organization, Doctoral Dissertation, Graduate School, Joenju University. 

42. Jung, D. Y. and Cho, C. H. (2010). An Effect of Empowerment Based LMX on Job Satisfaction and Organizational Commitment : Focusing on Residential Care Facilities for the Aged in Daegu-Gyeongbuk Area. Korea Journal of Bussiness Administration, 23(5), 2353-2375. 

43. Jung, J. A. and You, H. J. (2011). A Study on the Quality of Education Service Based on the Kano's Model - Focused on Case of a Airlines. The Korea Service Management Society. 2011(11), 1-24. 

44. Jung, Y. S. and Byun, C. S. (2012). The Impacts of Customer Orientation and Empowerment, on Service Climate and Service Performance: The Moderating Effect Of Organizational Identification, The Korea Service Management Society, 2012(5), 146-172. 

45. Katz, D. (1964). The Motivational Basis of Organizational Behavior, Behavioral Science. 9, 131-146. 

    상세보기

46. Kelly, S. W.(1992). Developing Customer-Orientation among Service Employees, Journal of the Academy of Marketing Sciences, 20(1), 27-36. 

    상세보기

47. Kim, C. G. (2007). A Study on Job Satisfaction and Customer Orientation of Hotel Employees, International Journal of Tourism and Hospitality Research, 21(1) 159-174. 

48. Kim, Y. J. (2018). Service Failure Recovery Strategies Through Human Service Capability: A Case Study of Airline Cabin Service, Journal of the Korea Industrial Information Systems Research, 23(5), 143-157. 

49. Kim, J. K. and Song, B. J. (2011). A Study on the Effects of Servant Leadership on Organizational Citizenship Behavior: Focus on the Mediating Role of Empowerment, The Korean Journal of Local Government, 15(2), 51-72. 

50. Kim, S. H. and Lee, Y. I. (2009). The Structure Relationship among LMX, Empowerment, Organizational Commitment of Flight Attendants. International Journal of Tourism and Hospitality Research, 24(3), 125-146. 

51. Kim, K. H. (2009). A Study on the Influence of the Customer Orientation on the Empowerment in the Hotel Industry, Journal of Service Research, 6(1), 1-19. 

52. Kim, K. T., Lee, D. J. and Lee, C. K. (2020). The Relationship Between Servant Leadership, Psychological Empowerment and Individual Performance: A multi-level Study for Hotel Employees. Korean Hospitality and Tourism Academey, 29(8), 123-141. 

53. Kim, Y. J. (2018). Service Failure Recovery Strategies Through Human Service Capability: A Case Study of Airline Cabin Service, Journal of the Korea Industrial Information Systems Research, 23(5), 145-157. 

    원문보기 상세보기

54. Kline, R. B. (2015). Principles and Practice of Structural Equation Modeling. NY: The Guilford Press. 

55. Ko, H. I., Jang, K. S. and Song, J. S. (2012). The Effects of Self-Leadership on Psychological Empowerment and Organizational Citizenship Behavior -Centering around Workers Engaged in Medical Institutions in Ulsan Metropolitan City-, Journal of Industrial Studies, 28(2), 161-193. 

56. Kohli, A. K. and Jaworski, B. J. (1990). Market Orientation: The Construct, Research Propositions, and Managerial Implications, Journal of Marketing, 54(2), 1-18. 

    상세보기

57. Lawler, E. E., Mohrman, S. A. and Ledford. G. E. (1995). Creating High Performance Organizations: Practices and Results of Employee Involvement and Quality Management in Fortune 1000 Companies, San Francisco, CA: Jossey-Bass. 

58. Lee, J. D. (2010). The Effects of Empowerment on Customer Orientation Focused on the Mediating Effects of Job Involvement and Motivate Contributions, Master Thesis, Graduate, Jeonbuk University. 

59. Lee, S. K. (2021). The Effect of CSM Perception on Customer-Focused Service Behavior of Flight Attendants: Based on Value -Attitude-Behavior (VAB)Model. Doctoral Dissertation, Graduate School, Inha University. 

60. Lee, S. G. and Park, M. S. (2011). The Study on The Influence of Emotional Leadership on Organizational Effectiveness and Customer Orientation, Journal of Tourism and Leisure Research, 23(1), 122-140. 

61. Lee, C. W. and Kim, M. J. (2014). The Effect of Satisfaction, Trust and Repurchase Intention in Airline Industry Quality, Journal of the Korea Industrial Information Systems Research, 19(2), 137-145. 

    원문보기 상세보기

62. Levitt, T. (1980). Marketing Success Through Differentiation of Anything. Harvard Business Review. Jan-Feb, 83-91. 

63. Murphy, K. R. (1994). Toward a Board Conceptualization of Jobs and Job Performance: Impact of Changes in the Military Environment on the Structure, Assessment, and Prediction of Job Performance, In Rumsey M. G., Walker C. B., Harris J. H. (eds.), Personnel Selection and Classification, 85-102. Hillsdale, NJ. Erlbaum. 

64. Naver, J. C. and Slater, S. F. (1990). The Effect of a Market Orientation on Business Profitability. Journal of Marketing, 54(4), 20-35. 

    상세보기

65. Nunnally, J. C. (1978). Psychometric Methods. NY: McGraw-Hill. 

66. Oh, M. J. and Oh, S. H. (2017). The Effects of Hotel Employees Psychological Empowerment to Prosocial Service Behavior : Focused on the Mediating Effects of Service Orientation, Journal of Tourism and Leisure Research, 7, 147-164. 

67. Oh, S. S., Kim, K. B. and Lee, Y. C. (2011). The Effect of Organizational Climate, Empowerment, Support the Organization on Organizational Commitment. Business Research Center Dong-A University, 32(2011), 67-88. 

68. O'Reilly, C. A. and Chatman, J. (1986). Organizational Commitment and Psychological Attachment: The Effects of Compliance, Identification and Internalization on Prosocial Behavior. Journal of Applied Psychology, 71, 492-499. 

    상세보기

69. Organ, D. W. (1988). Issues in Organization and Management Series. Organizational Citizenship Behavior: The Good Soldier Syndrome, Lexington Books/D. C. Heath and Co. 

70. Park, C. W. and Yang, M. S. (2008). An Exploratory Study on the Relationship of Organizational Citizenship Behavior of Police Officer, Empowerment and Customer Orientation, Journal of Korean Society of Computer and Information, 13(5), 309-313. 

71. Park, D. H. and Cho, T. J. (2020). The Effects of Leader's Change-oriented Leadership on Adaptive Performance of Employees: The Mediating Role of Boundary Spanning Behavior. The Korean Journal of Human Resource Development, 22(1). 103-130. 

    상세보기

72. Park, J. A. (2021). Influential Relationships Among Airline Cabin Crew's Job Instability, Job Stress, Depression and Turnover Intention: Under the Covid-19 pandemic and airline M&A transactions situation, Korean Journal of Hospitality and Tourism, 30(6), 221-237. 

    상세보기

73. Park, S. Y.(2015). The Impacts of Hotel Service Employees Emotional Labor on Customer-Oriented Behaviors - Focused on the Moderating Effects of the Training and the Reward, Korean Journal of Hospitality and Tourism, 24(3), 213-233. 

74. Park, Y. S. and Son, Y. K. (2011). Effects of High Performance Work System on Customer Oriented Boundary Spanning Behavior. Journal of Human Resource Management Research, 18(2), 47-70. 

75. Park, W. S. (2009). The Influence of Airline Service Training on Customer Orientation, Doctoral dissertation, Graduate School, Hosoe University. 

76. Park, W. W. (1997). How a Western Management Concept is Transferred to Korea: The Case of Empowerment, Korean Management Review, 30(4), 1265-1289. 

77. Peters, T. J. and Austin, N. (1985). A Passion for Excellence, New York: Random House, Inc. 

78. Podsakoff, P. M. and MacKenzie, S. B. (1997). Impact of Organizational Citizenship Behavior on Organizational Performance: A Review and Suggestions for Future Research, Human Performance, 10(2), 133-151. 

    상세보기

79. Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y. and Podsakoff, N. P. (2003). Common Method Biases in Behavioral Research: A Critical Review of the Literature and Recommended Remedies. Journal of Applied Psychology, 88(5), 879-903. 

    상세보기

80. Saxe, R. and Weitz, B. A. (1982). The SOCO Scale: A Measure of the Customer Orientation of Salespeople, Journal of Marketing Research, 19(3), 343-351. 

    상세보기

81. Seok, K. H. and Jo, L. H. (2002). The effect of Psychological Empowerment on Job Satisfaction among Airline's Employees, Journal of Tourism Services Research, 2(3), 105-131. 

82. Shin, D. J., Koo, D. W. and Lee, D. C. (2021). The Effect of Hotel Employees' Empathy on Customer Orientation and Service Behavior - Moderating Effect of Sense of Calling -, Journal of Hotel and Resort, 20(4), 63-85. 

83. Shim, J. Y. (2009). The Effect of Flight Attendant's Perceived Psychological Empowerment on Their Service-Orientation.- Focused on the Mediating Effect of Psychological Ownership -, Master Thesis, Graduate School, Sejong University. 

84. Sims, H. P. and Lorenzi, P. (1992). The New Leadership paradigm, Newbury Park, Sage. 

85. Shon, M. K. (2013). The Influence of Leadership Style on the Creativity of Employees, Doctor Dissertation, Graduate School, Kyung Hee University. 

86. Simon, H. A. and March, J. C. (1958). Organization, New York: Wiley. 

87. Spreitzer, G. M., Kizilos, M. A. and Nason, S. W. (1997). A Dimensional Analysis of the Relationship between Psychological Empowerment and Effectiveness Satisfaction, and Strain, Journal of Management, 23(5), 679-704. 

    상세보기

88. Suh, C. J. and Lee, B. R. (2013). The Study of Factors Affecting to MOT Employees on Service Industry to Handle Service Manual, The Korea Service Management Society. 24(3), 353-369. 

89. Goldstein, S. M. (2009). Employee Development: An Examination Of Service Strategy in A High-Contact Service Environment, Production and Operations Management, 12(2), 186-203. 

    상세보기

90. Shrout, P. E. and Bolger, N. (2002). Mediation in Experimental and Nonexperimental Studies: New Procedures and Recommendations. Psychological methods, 7(4), 422-445. 

    상세보기

91. Swan, J. E., Trawick, I. F. and Silva, D. W.(1985). How Industrial Salespeople Gain Customer Trust. Industrial Marketing Management, 14(3), 203-211. 

    상세보기

92. Terho. H., Eggert, A., Haas, A. and Ulaga, W. (2015). How Sales Strategy Translates into Performance: The Role of Salesperson Customer Orientation and Value-Based Selling. Industrial Marketing Management, 45(1), 12-21. 

    상세보기

93. Thomas, K. W. and Velthouse, B. A. (1990). Cognitive Elements of Empowerment: An Interpretive Model of Intrinsic Task Motivation, Academy of Management Review, 15(4), 666-681. 

    상세보기

94. Tucker, L. R. and Lewis, C. (1973). A Reliability Coefficient for Maximum Likelihood Factor Analysis. Psychometrika, 38(1), 1-10. 

    상세보기

95. Whelan, S., Davies, G. and Bourke, R. (2010). Public Sector Corporate Branding and Customer Orientation, Journal of Business Research, 63(11), 1164-1171. 

    상세보기

96. Williams, L. J. and Anderson, S. E. (1991). Job Satisfaction and Organizational Commitment as Predictors of Organizational Citizenship and In-Role Behaviors. Journal of Management, 17(3), 601-617. 

    상세보기

97. Williams, M. R. (1992). Organizational Culture as a Predictors of the Level of Salesperson's Customer Oriented Behavior. Doctoral Dissertation, Oklahoma State University. 

98. Williams, M. R. and Attaway, J. S. (1996). Exploring Salespersons' Customer Orientation as A Mediator of Organizational Culture's Influence on Buyer-Seller Relationships. The Journal of Personal Selling and Sales Management. 16(4), 33-52. 

    상세보기

99. Yoon, B. S. (2001). Empowerment: Concept, Theory and Practice, Yonsei Business Review. 38(1), 71-112. 

100. Yoon, H. Y., Park, K. S., Park, W. K. and Park, S. S. (2019). The Effect of Empowerment and Internal Service Quality Management in an Airline on Customer Orientation, Journal of the Korea Academia-Industrial Cooperation Society, 20(7), 578-588. 

     원문보기 상세보기

101. Yoo, J. J. and Arnold, T. J. (2014). Customer Orientation, Engagement, and Developing Positive Emotional Labor. The Service Industries Journal, 34(16), 1272-1288. 

     상세보기

활용도 Top5 논문

더보기

해당 논문의 주제분야에서 활용도가 높은 상위 5개 콘텐츠를 보여줍니다.
더보기 버튼을 클릭하시면 더 많은 관련자료를 살펴볼 수 있습니다.