This study examines effects of service failure on job satisfaction or organizational commitment of staff of a budget hotel . The study conclusively states that causes of service failure have strong impacts on job satisfaction and organizational commitment of staff of a budget hotel. The conclusion is drawn from the fact that budget hotel's quality of service is relatively low compared to that of five star hotels due to service standards and organization’s framework of business. This causes instability to a professional’s abilities. Further, it is found in the study that job satisfaction has strong impacts on organizational commitment. Especially, if a staff judges that a failure is due to his fault (responsibility / attribution), his job satisfaction and Organizational Committment tend to considerably rise.
ABSTRACT I. 서론 II. 연구의 이론적 배경 1. 중저가호텔 2. 서비스실패와 귀인 3. 직무만족 4. 조직몰입 III. 조사설계 제1절 연구모형과 연구가설 IV. 실증분석 1. 조사대상자의 특성 2. 측정항목의 신뢰성과 타당성 3. 가설의 검증 V. 결론 참고문헌
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