호텔 객실서비스 종사원의 근무환경이 고객지향성에 미치는 영향

• 영문명: Effects of Working Environment of Hotel Room Department Employees to Customer Orientation
• 발행기관: 청운대학교 관광산업연구소
• 저자명: 朴榮基(Park, Young-Ki)
• 간행물 정보: 『관광산업연구』관광산업연구 제9권 제1호, 76~90쪽, 전체 15쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2015.05.31

영문 초록

This study will look into a relationship between the work environment of hotel room department employees and its dependent variable, customer orientation. Through an empirical analysis between these two factors, it will present the importance of employees’satisfaction with their work environment in order to achieve the business goals that hotel companies are pursuing. First, co-worker relationship, training, and working condition which are the working environment of the hotel’s room department employees were found to have an impact on customer orientation. However, unlike previous studies, employees’ awareness of benefits and performance assessments was found to have no effect on customer orientation. Second,after verifying whether there are any differences in customer orientation of hotel room department employees depending on their genders, the result showed that the difference was statistically significant. Third, after verifying whether there are any differences in hotel room department employees’ awareness of customer orientation depending on their work unit, the result showed that the difference was statistically significant.

목차

Ⅰ. 서 론

Ⅱ. 이론적 고찰

Ⅲ. 연구 설계

Ⅳ. 실증분석

Ⅴ. 결론 및 시사점

키워드

호텔(Hotel) 객실서비스 종사원(Room Department Employee) 고객지향성(Customer Orientation)