사회적 지지와 고객지향성의 관계에서 긍정심리자본의 매개효과

Abstract

This study examined the mediating role of positive psychological capital in the social support-customer orientation relationship of service employees, 401 hotel employees participated in the survey. Collected data were processed using SPSS v. 18.0, and the hypotheses were tested through frequency analysis, factor analysis, reliability analysis, correlation analysis, simple regression analysis, multiple regression analysis, and hierarchical regression analysis. The findings are as follows. First, social support was found to be relate positively to all of the positive psychological capital dimensions(self‐efficacy, optimism, hope, resilience). Second, except optimism, all of the positive psychological capital dimensions were found to be relate positively to customer orientation. Finally, all of the positive psychological capital dimensions(self‐efficacy, optimism, hope, resilience) were found to be partially mediate the influence of social support on customer orientation. Conclusions are then presented followed by theoretical and managerial implications of the findings.