Abstract

The purpose of present study is to identify relations of profession identification and, service quality, organizational identification, organizational commitment to find implication for hotel management. Profession identification was conceptualized as perceptions of common fate between the individual and the occupation, as suggested by the social identity theory. Employees identify their occupation, so that they considered occupational characteristics as theirs. The present study first investigated the conceptual discrimination of Profession identification from both organizational identification and organizational commitment. Responses to the self-administered questionnaire measuring profession identification, organizational identification, and organizational commitment were collected from 163 employees of the Korean large hotels, and analyzed by an exploratory factor analysis. All items in questionnaire consisted of 7-point Likert-type scales. Results supported three factor solutions as proposed. The second factor analysis was conducted to measure personal service quality dimensions. Personal service quality was measured by service consistency, readiness for service, kindness, understanding customer, understanding hotel's normative service policy. To identify the consequents, that is service quality, organizational identification, organizational commitment of profession identification, covariance structure analysis were performed. Major results from the analysis were follows. First, profession identification influenced on employee's service quality. Second, profession identification influenced on organizational identification, organizational commitment. Third, organizational identification influenced on employee's service quality and organizational commitment.