The Influence of Job Engagement on Customer-Orientation: Mediating Effect of Organization Trust
조직신뢰가 고객지향성에 미치는 영향 -직무열의의 매개영향을 중심으로-

Byung-Moo Hyun, Sung-Jong Kim
2015 The Journal of the Korea Contents Association  
The purpose of this research is to investigate the influence of institution trust on customer-orientation of hotel practician. Comparison between two types of governance structure demonstrated that the relationship between institution trust and customer-orientation were significantly different each other. As hypothesized, influence of organization trust on customer-orientation was much stronger in privately owned organizations than that of public ownership organizations. In the test of
more » ... he test of mediating effect of job engagement between two variables were statistically significant Based on the results from SEM model, we can suggest that improvement of institution trust need to be emphasized through the rational introduction of customer-oriented system, establishing priority task system according to individual business criticality, admission and enhance of fault. Empirical evidences from structural equation model support the governance type positively influence the job attitude in service organizations. ■ keyword :|Job Engagement|Customer-Orientation|Organization Trust|
doi:10.5392/jkca.2015.15.04.443 fatcat:lzbllbcq7je63basu3lusbgyh4