특급 호텔 종사원의 직무역량이 서비스 몰입과 고객지향성에 미치는 영향

• 영문명: The Effects of Deluxe Hotel Employee's Job Competency on Service Commitment and Customer Orientation
• 발행기관: 관광경영학회
• 저자명: 신형철 신재원
• 간행물 정보: 『관광경영연구』제22권 제3호, 561~582쪽, 전체 22쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2018.05.31

영문 초록

This study aims to identify how deluxe hotel employee’s job competency affects service commitment and customer orientation. To accomplish the goal, this study conducted a survey on the service employees working at the deluxe hotels in Seoul, Gyeonggi, and Incheon regions. After the survey, this study analyzed the coded data in the order of frequency analysis, exploratory factor analysis, reliability analysis, confirmatory factor analysis, correlation analysis, and multiple regression analysis with SPSS 18.0 and AMOS 18.0. To accomplish the research goal, this study suggests job competency factors that can be related to service employees at the deluxe hotels. This study also conducted empirical analysis on influential relationship between service commitment and customer orientation. First of all, In the order of relationship competency, professional competency, and personality competency, those competences had a significant positive (+) effect on service value. Also, relationship competency and personality competency had a significant positive (+) effect on service commitment’s subfactor, job commitment. Secondly, job competency had a significant positive (+) effect on customer orientation in the order of personality competency, professional competency, and relationship competency. Thirdly, service commitment had a significant positive (+) effect on customer orientation. By putting together empirical analysis result, the study verified that service employee’s job competency increases service commitment and has excellent role in improving customer orientation.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구 설계

Ⅳ. 성과분석

Ⅴ. 결론

참고문헌

키워드

Job Competency Customer Orientation Human Resource management Human Resource Development Internal Marketing