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- 이채은, “호텔직원의 조직시민행동이 직무몰입과 고객 지향성에 미치는 영향: 특 2급과 1급 호텔의 조직시민행동을 중심으로”, 고객만족경영연구, 제11권, 제2호, pp.49-63, 2009.