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A Study on the Relationships among Intrinsic Motivators, Psychological Empowerment, Affective Commitment and Service Quality

내재적 동기요인, 심리적 임파워먼트, 정감적 몰입 및 서비스품질 간 관계에 관한 연구 -호텔종사자를 중심으로-

  • Choi, Young-Sook (Dept. of Information Management, Graduate School of Venture, Hoseo University) ;
  • Kim, Sun-Bae (Dept. of Information Management, Graduate School of Venture, Hoseo University)
  • 최영숙 (호서대학교 벤처전문대학원 정보경영학과) ;
  • 김선배 (호서대학교 벤처전문대학원 정보경영학과)
  • Received : 2013.06.29
  • Accepted : 2013.07.20
  • Published : 2013.07.28

Abstract

The purpose of this study was to investigate the relationships among intrinsic motivators, psychological empowerment, affective commitment, and service quality among hotel industry employees. For this study, data were collected from 233 hotel employees in Seoul Metropolitan City with self-administered questionnaires and analyzed using structural equation modelling technique. This study found that two job characteristics variables(job challenge and job autonomy) had positive effects on hotel employees' psychological empowerment; that three job characteristics variables(job challenge, job variety and job autonomy) and psychological empowerment had positive effects on hotel employees' organizational commitment; and that psychological empowerment and organizational commitment had positive effects on hotel employees' service quality.

Keywords

Intrinsic Motivators;Psychological Empowerment;Organizational Commitment;Service Quality;Hotel Employees