리조트 서비스스케이프가 종사원의 직무만족 및 이직의도에 미치는 영향

• 영문명: The influence of ski resort service scape on attitude of employees
• 발행기관: 관광경영학회
• 저자명: 양성윤 김영택 김기범
• 간행물 정보: 『관광경영연구』제18권 제4호, 277~299쪽, 전체 23쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2014.12.31

영문 초록

The service industry such as resorts which is highly depend on human resources, human service besides products is critical so the profits of the corporation can be decided by the communications between employees and customers. Therefore for the ultimate customer satisfaction, the role of employees is very important and we should not ignore the effort to meet their needs. Further in the future service companies, more practical and efficient human resource management is needed such as inner or outside environmental factors of service scape, job satisfaction and turnover intention. In this research, I will analyze empirically how service scape as physical environment for employee's side affects job satisfaction and turnover intention with employee's inner response cognitive and emotional response, and how it results on actual job satisfaction and turnover. Further, the ultimate objective is to show more efficient and effective human resource management methods. The result is as in the following. First the factor of service scape which affects emotional response is cooperation environment and esthetics. Second resort service scape doesn't give any meanings on cognitive response, so service scape affects emotion and recognition respectively differently. Third the inner both emotional and cognitive response of employees highly affects job satisfaction. Fourth higher job satisfaction gives lower influence on turnover intention so reduces turnover intention as a result.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 실증 분석

Ⅴ. 결론

참고문헌

키워드

Resort Servicescape Job satisfaction Turnover intention