서번트 리더십이 특급호텔 종사원의 직무스트레스, 직무만족, 조직시민행동 간의 관계 연구

Abstract

Human resources are one of the very critical elements that increase growth, development and organizational efficiency, the determinants of organizational success for hotel management. Most of the current hotel enterprises are equipped with proper systems but in many cases, they tend to fail to achieve the level required to help their employees exert their abilities to the fullest. Thus, leadership to increase creative behaviors of each organizational members is a critical requirement. It is time to convert to a leadership paradigm that involves the abilities to cope with circumstances more flexibly, induces voluntary dedication and participation of employees and promotes a sense of ownership and responsibilities rather than the existing one which focuses on ordering and giving instructions only. This study aims to explore the impact of servant leadership of people engaged in hotel businesses on stress from occupational duties of employees and their satisfaction with their work and identify the relationships between the impact and organizational citizenship behaviors, which will improve the quality of services provided by hotel enterprises and their profit making. This will facilitate better hotel culture and exploration of ways to increase their value. Altruistic sentiments, persuasion, stewardship, and wisdom in servant leadership negatively affected stress from occupational duties while positively affecting organizational citizenship behaviors. They also positively affected employees' satisfaction with occupational duties while stress from occupational duties negatively affected employees' satisfaction with occupational duties and organizational citizenship behaviors. Finally, employees' satisfaction with occupational duties are likely to positively affect organizational citizenship behaviors. Servant leadership of hotel managers that respects members of their organization, provides opportunities to employees to show their creativity, leading to further growth, and establishes organic and genuine communities within, between and among teams, divisions or departments will positively affect both employees' satisfaction with occupational duties and organizational citizenship behaviors. Hence, for the improvement of services based on human resources, the importance of servant leadership shall be recognized and employees' satisfaction with occupational duties shall be increased, which will promote efficiency of every employee. The results reconfirmed that any absence of it will result in negative impacts on organizational citizenship behaviors as well as overall decrease of satisfaction with occupational duties because of stress from occupational duties. This study suggested the results that the value of servant leadership of hotel managers should make the relationships between enterprises and their employees as well as customers sustainable and contribute to positive development of organizational culture to be established in the future. The value of servant leadership for hotel enterprises will improve satisfaction with occupational duties and organizational citizenship behaviors even more and decrease stress from occupational duties, which means that servant leadership is sufficient enough to create and add economic value to hotel enterprises.