호텔현장종업원의 서비스회복 요인과 직무만족에 관한 연구

• 영문명: A Study on Influencing Factor of Hotel Service Provider’s Service Recovery and Job Satisfaction
• 발행기관: 한국관광학회
• 저자명: 서문식 오창호 배순철
• 간행물 정보: 『관광학연구』제29권 제3호, 45~66쪽, 전체 22쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2005.12.31

영문 초록

Although service recovery has been a keen interest for improving reputation of service company, few research has been done within the area. Authors focuses on the aspect of service provider, particularly, hotel customer-contact employees and examined antecedents on their service performance. Findings supported the effect of influencing factors and all structural path coefficients were significant. Service recovery also mediated the effects of all influencing factors on job satisfaction. Further, empirical results showed that service provider’s self-leadership affect the service recovery effort .significantly. The paper proposes service organizations effort to focus on employee’s intrinsic factors such as self-leadership and self-efficacy.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 선행연구 검토 및 가설 도출

Ⅲ. 연구방법 및 가설 검증

Ⅳ. 결론 및 시사점

참고문헌

키워드

호텔현장종업원 서비스회복 서비스실패 직무만족