A Study on the Structural Relationship among Employee Emotional Responses, Customer-Oriented Behavior, and Job Enthusiasm in a Service Climate: Focusing on Employees of Hospitality Service Companies

Abstract

Purpose – The service climate was used as a preceding variable, employee emotional response and customer-oriented behavior were parameters, and the relationship between job enthusiasm as an outcome variable was investigated. Design/Methodology/Approach – Theoretical research and empirical research were carried out simultaneously. Items were derived and hypotheses were established for empirical research through theoretical research. In order to verify the established hypotheses and research model, an empirical study was conducted targeting employees working in the hospitality industry. Findings – The relationship between service climate and emotional response showed insignificant results. A significant relationship formed between service climate and customer-oriented behavior. A significant relationship was formed in the relationship between emotional response and job enthusiasm. Finally, a significant relationship was formed between customer-oriented behavior and job enthusiasm. Research Implications – In the hospitality service industry, which is based on human resources, the role of employees is important because it goes beyond customer satisfaction and creates customer revisit intention. Changes in job performance, including changes in the roles and abilities of employees, must be made in the internal system and environmental characteristics of the company. It is judged that the high performance creation of employees and the corporate environment have a significant relationship with job enthusiasm, and furthermore, each individual has an influence on leading innovative behavior. Efforts were made to diversify response sources by measuring the hospitality service occupation group as a whole, not just hotel employees. Nevertheless, it is expected that the reliability of the analysis results can be further improved if continuous research is conducted by expanding the number of samples, and measuring independent and dependent variables in the future.