Earticle

초록

영어

Among recent management innovation activities of hotel, one of the most important competitive advantage through customer satisfaction, and to which members of the organization's service orientation is essential. The hotel's service orientation is closely related to the organization's culture. In this study, the organization's service-oriented culture, the internal service quality, emotional commitment and continued commitment and ultimately affects the employee's influence on customer orientation will look at that. Results and implications of this study can be summarized as follows. the internal service quality among the factors corporeality, responsiveness and assurance, empathy, job satisfaction showed a significant influence on the type of empathy and emotional commitment castle had a significant impact on. With these results, relationships with colleagues within the organization, such as work environment and job satisfaction and emotional commitment, the atmosphere is very important to know that you can affect. Therefore, the members of the hotel to increase customer satisfaction and organizational commitment, corporate culture, business as well as collaboration with colleagues to share the emotional atmosphere of sympathy for the business environment will get improved.

목차

1. 서 론
 2. 이론적 배경
  2.1 서비스품질의 선행연구
  2.2 직무만족
  2.3 조직몰입
  2.4 고객지향성
 3. 연구방법 및 분석결과
  3.1 표본 및 자료수집방법
  3.2 변수의 조작적 정의
 4. 실증분석
  4.1. 타당성분석
  4.2 신뢰성 분석
  4.3 연구가설의 재설정
  4.5. 연구모형의 가설검정
 5. 결 론
 6. References

키워드

저자

• 박명선 [ Myeong Son Park | 삼성생명 ]
• 김용범 [ Young Beom Kim | 한국교통주대학교 항공서비스학과 ] Corresponding Author

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  대한안전경영과학회지 [Journal of Korea Safety Management & Science]

• 간기

  계간

• pISSN

  1229-6783

• eISSN

  2288-1484

• 수록기간

  1999~2025

• 십진분류

  KDC 530 DDC 620