호텔 연회판촉·서비스팀간 갈등원인과 조직유효성 연구

• 영문명: Research on Conflict between Banquet Sales and Service Teams and Organizational Efficiency
• 발행기관: 관광경영학회
• 저자명: 정석중(SukJung Jeong) 강성관(SungKwan Kang)
• 간행물 정보: 『관광경영연구』제11권 제4호, 1~25쪽, 전체 25쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2007.12.31

영문 초록

This study described the difficulty circumstances between banquet sales and service department. Therefore sales and service department are looking for the possibility for misunderstanding regarding duty of all these problems for each department. The results from empirical analysis on the basis of the research model verification and hypothesis verification are as follows. First, there is a general idea that there is much conflict between sales team and service team. Especially, factors that may produce such conflict may include individual differences, Second, there is a great deal of difference between banquet sales and service in organizational effectiveness. Third, banquet sales teams have more conflict in case of individual conflict management between sales and service teams. In other words, banquet service teams have more difficulty in individual conflict management tactics(avoidance, ignorance, well rounded relation, and problem solving). This result signifies that sales teams avoid solving conflict with service teams if they are not able to convince service team members. Results of theses research, which were applicable of these methods. As this study is the first attempt to find the conflict between sales and service department in the hotel organization. It had several limitations. Therefore further study in the future recommended generalize the major findings of this study.

목차

Ⅰ. 서 론

Ⅱ. 연구의 이론적 배경

Ⅲ. 연구설계

Ⅳ. 분석결과

Ⅴ. 결론 및 시사점

참고문헌

키워드

Banquet Sales Service Teams Conflict Organizational Efficiency