여행사의 조직공정성이 종사원의 심리적 자본과 조직시민행동에 미치는 영향 연구

Abstract

The change of value on travel has brought about dramatical increase of the number of tourists due to rising incomes and leisure time. Despite the growth of the travel industry, the job satisfaction level of those who work in the travel industry is low. To solve this problem, it is important to highlight the workers' value by recognizing them as internal customers instead of conventional means like physical capital. The travel industry is a service industry that highly relies on human resources, so individual management of workers is critical. As many studies show, human resources are a strategical element and core asset for the competitive advantage and development of company. The workers' organization citizen's action, which is not official but spontaneous behaviors, can have an important effect on customer satisfaction and choice of travel agency. To draw workers' organization citizen's action, there should be the change of workers' psychological capital according to organizational justice. For actual proof analysys, i have extracted 300 samples through a survey performed on employee of travel agency’s, and analyzes basic data and structural equation model by using SPSS and AMOS. Thus, this study is intended to emphasize the importance of internal customers in the management of tour companies and to provide practical implications by verifying the influencing relationship among organizational justice that workers recognize, their psychological capital and organization citizen's action.