Earticle

초록

영어

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

ABSTRACT
 Ⅰ. 서론
 Ⅱ. 이론적 배경
  1. 서비스스케이프
  2. 내적반응
  3. 직무만족
  4. 이직의도
 Ⅲ. 연구설계
  1. 연구모형
  2. 가설의 설정
  3. 조작적 정의
  4. 설문지 구성
 Ⅳ. 실증 분석
  1. 조사대상의 통계적 특성
  2. 측정변수의 신뢰성분석과 타당성분석
  3. 가설검증
 Ⅴ. 결론
 참고문헌

키워드

저자

• 양성윤 [ Sungyoun Yang | 경기대학교 서비스경영전문대학원 박사재학 ]
• 김영택 [ Youngtaek Kim | 경기대학교 서비스경영전문대학원 ] 교신저자
• 김기범 [ Kibum Kim | 경기대학교 관광경영학과 박사 ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  관광경영연구 [Journal of Tourism Management Research]

• 간기

  연7회

• pISSN

  2092-528X

• 수록기간

  1997~2021

• 십진분류

  KDC 326 DDC 338