호텔기업에서의 잡크래프팅, 조화열정 그리고 친사회적 서비스행동

Abstract

Prosocial service behaviors play a critical role in determining customer satisfaction. Job crafting is a relatively key topic in hotel settings. However, studies examining how employees’ job crafting on prosocial service behaviors are scant. The objective of this study is to examine the influence relationships among job crafting, harmonious passion and prosocial service behaviors.<BR> A total of 221 frontline employees working at in hotel corporations participated in survey, 217 data were used for statistical analysis after the elimination of inadequate sample. The results of this study are as follows. First, job crafting was positively related to harmonious passion. Second, harmonious passion was positively associated with role-prescribed service behaviors, extra-role service behaviors and employee cooperation. Employee’s job crafting has positive consequence for a company by enhancing harmonious passion, resulting in increased prosocial service behaviors. Finally, the summary, implications and limitations of the results with the future tasks were suggested.