외식기업에 있어서 고객참여와 시민행동이 종사원의 몰입과 조직시민행동에 미치는 다차원적 영향관계

Abstract

The purpose of study is to suggest the relationship among customer participation, customer citizenship behavior and organizational commitment, organization citizenship behavior in food service companies using a hierarchical linear modeling. The sample for this study was employees who are in charge of customer service through direct face - to - face contact at thirty food companies in Korea, and also the customers who received services from the employees. First, customer participation behavior had a positive (+) influence on customer citizenship behavior. Second, the relationship between customer participation behavior and organizational citizenship behavior showed significant(+) interaction. Third, customer participation and customer citizenship behavior had a positive(+) influence on the organizational commitment of employees. Fourth, the relationship between organizational commitment and organizational citizenship behavior was significantly positive(+). Finally, the organizational citizenship behavior of employees had a positive (+) influence on customer citizenship behavior.