International Journal of Contents

  • 제6권2호
  • /
  • Pages.41-52
  • /
  • 2010
  • /
  • 1738-6764(pISSN)
  • /
  • 2093-7504(eISSN)
한국콘텐츠학회 (The Korea Contents Association)
권호 표지
DOI QR코드

DOI QR Code

The Effect of Organizational Justice on Employees' Turnover Intention and Customer-Oriented Behavior in Chinese Full-Service Restaurants: The Mediating Role of Organizational Affective Commitment

  • Seo, Jin-Wook (College of Tourism and Culture Paichai University) ;
  • Liu, Li (Department of Tourism Management Graduate School of Paichai University) ;
  • Kim, Moon-Sun (Department of Tourism Management Graduate School of Paichai University)
  • 투고 : 2010.04.14
  • 심사 : 2010.06.03
  • 발행 : 2010.06.28
PDF 다운로드
⟨ 이전 논문 다음 논문 ⟩

초록

The purpose of this study was to provide a more comprehensive model which integrates a social exchange construct (i.e., organizational commitment) as a mediator to test the relationship between organizational justice and employees' bebaviors such as intent to leaving and custormer-oriented behavior. Based on the data collected from ten Chinese full-service restaurants, this study analyzed the proposed hypotheses through model comparison by using structural equation modeling (SEM) technique with AMOS 7.0. The results indicated that (1)distributive justice had negative influence on employees' turnover intention and positive influence on employees' customer oriented behavior and these influences were fully mediated by employees' affective commitment to their organizations; (2)procedural justice had negative influence on employees' turnover intention and positive influence on customer oriented behavior and these influences were only partially mediated by employees' affective commitment to their organizations. Managerial implications and future research directions were proposed at the last part of this study.

키워드

참고문헌

  1. R. Folger, “Distributive and Procedural Justice: Combined Impact of ‘Voice’ and Improvement on Experienced Inequity,” Journal of Personality and Social Psychology, vol. 35, 1977, pp. 108-119. https://doi.org/10.1037/0022-3514.35.2.108
  2. J. B. Tracey and T. R. Hinkin, “Contextual Factors and Cost Profiles Associated with Employee Turnover,” Cornell Hospitality Quarterly, vol. 49, no. 1, 2008, pp. 12-27. https://doi.org/10.1177/0010880407310191
  3. R. W. Griffeth, P. W. Hom, and S. Gaertner, “A Meta-Analysis of Antecedents and Correlates of Employee Turnover,” Journal of Management, vol. 26, no. 3, 2000, pp. 463-488. https://doi.org/10.1177/014920630002600305
  4. M. D. Hartline, J. G. Maxham, and D. O. Mckee, “Corridors of Influence in the Determination of Customer-Oriented Strategy to Customer Contact Service Employees,” Journal of Marketing, vol. 64, April, 2000, pp.35-50. https://doi.org/10.1509/jmkg.64.2.35.18001
  5. M. K. Brady and J. Jr. Cronin, “Customer Orientation: Effects on Customer Service Perceptions and Outcome Behaviors,” Journal of Service Research, vol. 3, February, 2001, pp. 241-251. https://doi.org/10.1177/109467050133005
  6. S. W. Kelly, “Developing Customer Orientation among Service Employees,” Journal of Academy of Marketing Science, vol. 20, no. 1, 1992, pp. 27-36. https://doi.org/10.1007/BF02723473
  7. J. P. Meyer, Organizational Commitment. In C. L. Cooper and I. T. Robertson (Eds.), International Review of Industrial and Organizational Psychology: New York: John Wiley, 1997, pp. 175-228.
  8. J. P. Meyer and N. J. Allen, Commitment in the Workplace: Theory, Research, and Application. Thousand Oaks, CA: Sage, 1997.
  9. J. E. Mathieu and D. M. Zajac, “A Review and Meta-Analysis of the Antecedents, Correlates, and Consequences of Organizational Commitment,” Psychological Bulletin, vol. 108, 1990, pp. 171-194. https://doi.org/10.1037/0033-2909.108.2.171
  10. W. French, The personnel management process: Human Resources Administration. Boston: Houghton Mifflin, 1964. pp. 145-172.
  11. J. A. Colquitt, “On the Dimensionality of Organizational Justice: A Construct Validation of a Measure,” Journal of Applied Psychology, vol. 86, 2001, pp. 386-400. https://doi.org/10.1037/0021-9010.86.3.386
  12. J. Adams, Inequity in social exchange, In L. Berkowitz (Ed.), Advances in Experimental Social Psychology New York: Academic Press, vol. 2, 1965, pp. 267-299.
  13. G. C. Homans, Social Behavior: Its Elementary Forms. Oxford, England: Harcourt Brace, 1961.
  14. J. Thibaut and L. Walker, Procedural Justice: A Psychological Analysis. Hillsdale, NJ: Lawrence Erlbaum, 1975.
  15. R. J. Bies and J. S. Moag, Interactional Justice: Communications Criteria of Fairness. In R. Lewicki, M. Bazerman, and B. Sheppards (Eds.), Research on Negotiation in Organizations Greenwich, CT: JAI Press, vol. 1, 1986, pp. 43-55.
  16. J. Greenberg, “Stealing in the Name of Justice: Informational and Interpersonal Moderators of Theft Reactions to Underpayment Inequity,” Organizational Behavior and Human Decision Processes, vol. 54, 1993, pp. 81-103. https://doi.org/10.1006/obhd.1993.1004
  17. R. T. Mowday, Equity theory predictions of behavior in organizations. In R. Steers and L. Porter (Eds.), Motivation and Work Behavior, 3rd ed., New York: McGraw-Hill, 1983, pp. 91-113.
  18. G. R. Oldham, G. Nottenburg, M. K. Kassner, G. Ferris, D. Fedor, and M. Masters, “The Selection and Consequences of Job Comparisons,” Organizational Behavior and Human Performance, vol. 29, 1982, pp. 84-111. https://doi.org/10.1016/0030-5073(82)90243-4
  19. G. R. Oldham, C. T. Kulik, M. L. Ambrose, L. P. Stepina, and J. F. Brand, “Relations between Job Fact Comparisons and Employee Reactions,” Organizational Behavior and Human Decision Processes, vol. 38, 1986. pp. 28-47. https://doi.org/10.1016/0749-5978(86)90024-5
  20. J. Greenberg, “Equity and Workplace Status: A Field Experiment,” Journal of Applied Psychology, vol. 73, 1988, pp. 606-613. https://doi.org/10.1037/0021-9010.73.4.606
  21. J. Brockner, J. Greenberg, and A. Brockner, “Layoffs, Equity Theory, and Work Performance: Further Evidence of the Impact of Survivor Guilt,” Academy of Management Journal, vol. 29, 1986, pp. 373-384. https://doi.org/10.2307/256193
  22. G. S. Leventhal, What should be done with equity theory? In K. J. Gergen, M. S. Greenberg, and R. H. Willis (Eds.), Social Exchange: Advances in Theory and Research, New York: Plenum, 1980. pp. 27-55.
  23. J. Greenberg, “Determinants of Perceived Fairness of Performance Evaluation,” Journal of Applied Psychology, vol. 71, 1986, pp. 340-342. https://doi.org/10.1037/0021-9010.71.2.340
  24. M. A. Konovsky and R. Cropanzano, “Perceived Fairness of Employee Drug Testing as a Predictor of Employee Attitudes and Job Performance,” Journal of Applied Psychology, vol. 76, 1991, pp. 698-707. https://doi.org/10.1037/0021-9010.76.5.698
  25. S. W. Gilliland, “Effects of Procedural and Distributive Justice on Reactions to a Selection System,” Journal of Applied Psychology, vol. 79, 1994, pp. 691-701. https://doi.org/10.1037/0021-9010.79.5.691
  26. L. K. Trevino, “The Social Effects of Punishment in Organizations: A Justice Perspective,” Academy of Management Review, vol. 17, 1992, pp. 647-676. https://doi.org/10.2307/258803
  27. R. J. Bies and D. L. Shapiro, “Voice and Justification: The Influence on Procedural Fairness Judgments,” Academy of Management Journal, vol. 31, 1988, pp. 676-685. https://doi.org/10.2307/256465
  28. J. Brockner, S. Grover, T. Reed, and R. L. DeWitt, “Layoffs, Job Insecurity and Survivors’ Work Effort: Evidence of an Inverted-U Relationship,” Academy of Management Journal, vol. 35, 1992, pp. 413-425. https://doi.org/10.2307/256380
  29. M. D. Fulford, “That’s not Fair! The Test of a Model of Organizational Justice, Job Satisfaction, and Organizational Commitment among Hotel Employees,” Journal of Human Resources in Hospitality and Tourism, vol. 4, no. 1, 2005, pp. 73-84. https://doi.org/10.1300/J171v04n01_06
  30. H. Nadiri and C. Tanova, “An Investigation of the Role of Justice in Turnover Intentions, Job Satisfaction, and Organizational Citizenship Behavior in Hospitality Industry,” International Journal of Hospitality Management, vol. 29, 2009, pp. 33-41.
  31. J. P. Meyer, D. J. Stanley, L. Herscovitch, and L. Topolnytsky, “Affective, Continuance, and Normative Commitment to the Organization: A Meta-analysis of Antecedents, Correlates, and Consequences,” Journal of Vocational Behavior, vol. 61, 2002, pp. 20-52. https://doi.org/10.1006/jvbe.2001.1842
  32. M. Riketta, “Attitudinal Organizational Commitment and Job Performance: A Meta-Analysis,” Journal of Organizational Behavior, vol. 23, 2002, pp. 257-266. https://doi.org/10.1002/job.141
  33. J. P. Meyer and N. J. Allen, “A Three-Component Conceptualization of Organizational Commitment,” Human Resource Management Review, vol. 1, 1991, pp. 61-89. https://doi.org/10.1016/1053-4822(91)90011-Z
  34. J. P. Meyer and N. J. Allen, “Testing the ‘Side-Bet Theory’ of Organizational Commitment: Some Methodological Considerations,” Journal of Applied Psychology, vol. 69, 1984. pp. 372-378. https://doi.org/10.1037/0021-9010.69.3.372
  35. N. J. Allen and J. P. Meyer, “The Measurement and Antecedents of Affective, Continuance, and Normative Commitment to the Organization,” Journal of Occupational Psychology, vol. 63, 1990, pp. 1-18. https://doi.org/10.1111/j.2044-8325.1990.tb00506.x
  36. J. P. Meyer, N. J. Allen, and C. A. Smith, “Commitment to Organizations and Occupations: Extension and Test of a Three-Component Conceptualization,” Journal of Applied Psychology, vol. 78, no. 4, 1993, pp. 538-551. https://doi.org/10.1037/0021-9010.78.4.538
  37. R. T. Mowday, L. W. Porter, and R. M. Steers, Employee-Organization Linkages: The Psychology of Commitment, Absenteeism, and Turnover. New York: Academic Press, 1982.
  38. R. Carbery, T. N. Garavan, F. O’Brien, and J. McDonnell, “Predicting Hotel Managers’ Turnover Cognitions,” Journal of Managerial Psychology, vol. 18, no. 7, 2003, pp. 649-679. https://doi.org/10.1108/02683940310502377
  39. T. R. Hinkin and J. B. Tracey, “The cost of turnover,” Cornell Hotel and Restaurant Administrative Quarterly, vol. 41, no. 3, 2000, pp. 14-21.
  40. A. Pizam and S. W. Thornburg, “Absenteeism and Voluntary Turnover in Central Florida Hotels: A Pilot Study,” International Journal of Hospitality Management, vol. 19, 2000, pp. 211-217. https://doi.org/10.1016/S0278-4319(00)00011-6
  41. C. Tanova and B. Holtom, “Using Job Embeddedness Factors to Explain Voluntary Turnover in Four European Countries,” The International Journal of Human Resource Management, vol. 19, no. 9, 2008, pp. 1553-1568. https://doi.org/10.1080/09585190802294820
  42. S. Cho, M. M. Johanson, and P. Guchait, “Employees Intent to Leave: A Comparison of Determinants of Intent to Leave Versus Intent to Stay,” International Journal of Hospitality Management, vol. 28 , no. 3, 2009, pp. 374-381. https://doi.org/10.1016/j.ijhm.2008.10.007
  43. C. Rodriguez, F. A. Carrillat, and Fl. Jaramillo, “A Meta-Analysis of the Relationship between Market Orientation and Business Performance: Evidence from Five Continents,” International Journal of Research in Marketing, vol. 21, no. 2, 2004, pp. 179-200. https://doi.org/10.1016/j.ijresmar.2003.07.001
  44. W. G. Kim and Y. Cha, “Antecedents and Consequences of Relationship Quality in Hotel Industry,” Hospitality Management, vol. 21, 2002, pp. 321-338. https://doi.org/10.1016/S0278-4319(02)00011-7
  45. J. Hogan, R. Hogan, and C. M. Busch, “How to Measure Service Orientation,” Journal of Applied Psychology, vol. 69, no. 1, 1984, pp. 167-173. https://doi.org/10.1037/0021-9010.69.1.167
  46. J. R. Dienhart, M. B. Gregoire, and R. G. Downey, “Service Orientation of Restaurant Employees,” Hospitality Education and Research Journal, vol. 14, no. 2, 1990, pp. 421-429. https://doi.org/10.1177/109634809001400245
  47. A. W. Gouldner, “The Norm of Reciprocity,” American Sociological Review, vol. 25, 1960, pp. 165-178.
  48. P. M. Blau, Exchange and Power in Social Life. New York: Wiley, 1964.
  49. J. J. Lavelle, J. Brockner, M. A. Konovsky, K. H. Price, A. B. Henley, A. Taneja, and V. Vinekar, “Commitment, Procedural Fairness, and Organizational Citizenship Behavior: A Multifocal Analysis,” Journal of Organizational Behavior, vol. 30, 2009, pp. 337-357. https://doi.org/10.1002/job.518
  50. R. W. Brislin, “Back-translation for Cross-cultural Research,” Journal of Cross-Cultural Psychology, vol. 1, 1980, pp. 185-216. https://doi.org/10.1177/135910457000100301
  51. B. P. Niehoff and R. H. Moorman, “Justice as a Mediator of the Relationship between Methods of Monitoring and Organizational Citizenship Behavior,” Academy of Management Journal, vol. 36, 1993, pp. 527-556. https://doi.org/10.2307/256591
  52. E. G. Lambert, N. L. Hogan, and M. L. Griffin, “The Impact of Distributive and Procedural Justice on Correctional Staff Job Stress, Job Satisfaction, and Organizational Commitment,” Journal of Criminal Justice, vol. 35, no. 6, 2007, pp. 644-656. https://doi.org/10.1016/j.jcrimjus.2007.09.001
  53. M. L. Griffin and J. R. Hepburn, “Side-Bets and Reciprocity as Determinants of Organizational Commitment among Correctional Officers,” Journal of Criminal Justice, vol. 33, 2005, pp. 611-625. https://doi.org/10.1016/j.jcrimjus.2005.08.010
  54. S. Ganesan and B. A. Weitz, “The Impact of Staffing Policies on Retail Buyer Job Attitudes and Behaviors,” Journal of Retailing, vol. 72, no. 1, 1996, pp. 31-56. https://doi.org/10.1016/S0022-4359(96)90004-4
  55. E. F. Jackofsky, “Turnover and job performance: An integrated process model,” Academy of Management Review, vol. 9, 1984, pp. 74-83. https://doi.org/10.2307/258234
  56. R. Saxe and B. A. Weitz, “The SOCO Scale: A Measure of the Customer Orientation of Salespeople,” Journal of Marketing Research, vol. 19, August, 1982, pp. 343-351. https://doi.org/10.2307/3151568
  57. T. F. Hair, W. C. Black, B. J. Babin, R. E. Anderson, and R. L. Tatham, Multimriah' Data Analysis, 6th ed., Upper Saddle River, NJ: Pearson Prentice Hall, 2006.
  58. J. C. Anderson and D. W. Gerbing, “Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach,” Psychological Bulletin, vol. 103, no.3, 1988, pp. 411-423. https://doi.org/10.1037/0033-2909.103.3.411
  59. A. Diamantopoulos and J. A. Siguaw, Introducing LISREL: A Guide for the Uninitiated. England: SAGE Publications, 2006.
  60. J. P. Peter, “Construct Validity: A Review of Basic Issues and Marketing Practices,” Journal of Marketing Research, vol. 18, May, 1981, pp. 133-145. https://doi.org/10.2307/3150948
  61. E. M. Steenkamp and H. Van Trijp, “The Use of LISREL in Validating Marketing Constructs,” International Journal of Research in Marketing, vol. 8, 1991, pp. 283-299. https://doi.org/10.1016/0167-8116(91)90027-5
  62. C. Fornell and D. F. Larcker, “Evaluating Structural Equation Models with Unobservable Variables and Measurement Error,” Journal of Marketing Research, vol. 18, 1981, pp. 39-50. https://doi.org/10.2307/3151312
  63. T. Golob, “Structural Equation Modeling for Travel Behavior Research,” Transportation Research Part B: Methodological, vol. 37, 2003, pp. 1-25. https://doi.org/10.1016/S0191-2615(01)00046-7
  64. M. E. Sobel, Asymptotic Confidence Intervals for Indirect Effects in Structural Equations Models. In: S. Leinhart (Eds.), Sociological Methodology, San Francisco: Jossey-Bass, 1982. pp. 290-312.