Internal Relationship Marketing: Korean Casino Employees’ Job Satisfaction and Organizational Commitment

Cornell Hospitality Quarterly - Tập 52 Số 2 - Trang 111-124 - 2011
Ki‐Joon Back1, Choong‐Ki Lee2, JéAnna Abbott3
1University of Houston,
2College of Hotel & Tourism at Kyunghee University in Seoul, Korea,
3Conrad N. Hilton College of Hotel and Restaurant Management, at the University of Houston,

Tóm tắt

This study examined the relationship between the following key variables: internal service quality, self-efficacy, job satisfaction, self-esteem, and organizational commitment. The study sought to identify ways to improve casino employees’ job satisfaction, further enhance employees’ organizational commitment, and possibly decrease job turnover intention. A total of 328 Korean casino dealers responded to a survey questionnaire developed to test the study model. Results showed that all internal service quality dimensions (i.e., training, communication, and perceived benefits) positively influenced job satisfaction, as did self-efficacy. Job satisfaction subsequently and concurrently influenced self-esteem and organizational commitment. Based on study findings, management can glean practical implications for enhancing the quality of effective communication strategies, career development programs, and empowerment.

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Cornell Hospitality Quarterly

Tập 52 Số 2

111-124

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