Earticle

초록

영어

It is a core function for hotels to offer services to tourists. Physical, personal and systematic services have to be complex and harmonized for the function that satisfies customers. But it is sure that all of these services are performed by employees even if there is difference of degree among these services. Thus, hotels should regard recognition of attitudes and behavior of employees as a way for improving service quality performed by employees. The core task of contact persons is to offer services to customers. But it is important that task performance of contact persons needs to extend ability of contact persons demanding mental and physical abilities at once, as well as cooperate with other employees. If this is not accomplished, there comes dissatisfaction from customers as the service quality drops. So, each employee must have team spirit that their task is to offer service keeping the principle of their hotels with self-regulations because if there is a mistake from employee, it badly affects the image of the hotel. Thus, hotels need to improve teamwork of employees as well as to make them share this mind. This study deals with that whether the teamwork affects service quality or not. This study shows the following results. First, teamwork affects the service quality positively. Second, effect factors on the teamwork affect teamwork. Third, most of the variables escept the perception of justice about assessment are different and the average grades of hotels that have high level of teamwork are high. Fourth, there are differences of the service qualities between high level teamwork hotels and low level teamwork hotels. This offers suggestions to managers in the hotel industry. First, strategy needs to be made with thorough analysis and plan since factors that affect teamwork are various. Second, managers have to not only recruit employees considering personality characteristic but also consider personality characteristic during job rotation. Third, managers must attach importance to the behavioral side of contact persons because teamwork greatly depends on the behavioral factors of employees. So it is essential that managers have to understand and practice the behavioral factors to improve the teamwork. Fourth, it has to be analyzed whether the structure of task is organic or not among employees and team members are cooperated each other or not and team members recognize the goal exactly or not. Because the structure of task and clearness of goal definitely affect the teamwork. Fifth, managers must consider the perceptions of employees about wages, promotion and assessment, and improve these problems. Sixth, hotel managers can improve the service quality with improvement of teamwork.

목차

I. 서론
 II. 의료서비스 포지셔닝전략에 관한 이론적 고찰
  1. 포지셔닝전략에 관한 선행연구
  2. 마케팅전략으로서의 포지셔닝전략
  3. 지각도 작성방법
 III. 의료서비스 마케팅에 관한 선행연구 고찰
  1. 의료서비스 마케팅의 특성
  2. 의료서비스 마케링에 관한 선행연구
  3. 의료서비스 경영환경 변화와 마케탕전략 도입
 IV. 연구설계
  1. 연구모형 및 측정방법
 V. 연구결과 분석 및 해석
  1. 연구대상자의 일반적 특성
  2. 연구결과
 VI. 결론
 참고문헌
 Abstract

저자

• 김경희 [ Kyung Hee Kim | 동아대학교 경영학과 시간강사 ]

참고문헌