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A Effect of Employee Support on Critical Employee Response and Customer Service Evaluation for Deluxe Hotel
특급호텔 서비스종사원의 경험적 지원이 고객평가와 서비스 품질에 미치는 영향

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  • 발행기관
    관광경영학회 바로가기
  • 간행물
    관광경영연구 바로가기
  • 통권
    제22권 제1호 통권 80호 (2018.01)바로가기
  • 페이지
    pp.191-209
  • 저자
    박정준
  • 언어
    영어(ENG)
  • URL
    https://www.earticle.net/Article/A323551

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원문정보

초록

영어
This paper examines several sources of support for employees in service encounters at hotel. These sources of support, including organization support, supervisory support, and hotel customer's participation, are proposed to affect the attitudes and behavior of employees in hotel, and consequently affect customer's perceptions of employees' service quality. This study which combines perceptions from customers and their contact employees, shows that three sources of support for employees contribute significantly to job satisfaction and employee service quality, while perceived organizational support and customer participation affect service effort. Also, the empirical results indicate that both employee service effort and job satisfaction play strong, central roles in determining customer perceptions of employee service quality. They were found to be effective mediators linking employees' cognitive appraisal of support to service quality. An executive summary for hotels’managers and executive readers can be found at the end of this article. much a hotel service research has emphasized the importance of customer-employees as bound. however, little attention has been given to the importance of the multiple support that service employees receive from other concerned parties, even though they can affect the responses of service employees and ultimately influence customers' perception of the employee service performance.

목차

ABSTRACT
 I. Introduction
  1. Background and Research Hypotheses
 II. RESEARCH METHOD
  1. Sample and data collection
  2. Measures
 III. MODEL RESULTS
  1. Structural model results
  2. Hypothesis testing
  3. Conclusion and Hotel of Managerial implications
 References

저자

  • 박정준 [ Jeongjoon Park | 남부대학교 호텔조리학과 교수 ]

참고문헌

자료제공 : 네이버학술정보

간행물 정보

발행기관

  • 발행기관명
    관광경영학회 [Tourism Management Research Organization]
  • 설립연도
    1997
  • 분야
    사회과학>관광학
  • 소개
    관광경영학을 실용학문의 체계로 확립하고 실천학문으로 정착시키기 위하여, 관광경영학문을 현실적응에 필요한 연구를 통해 국가관광정책의 방향을 제시하고, 관광사업자들에게는 실질적으로 도움이 되는 경영전략을 제공하며, 연구를 통하여 회원간의 친목도모와 정보교환을 함으로써 상호발전을 목적으로 한다.

간행물

  • 간행물명
    관광경영연구 [Journal of Tourism Management Research]
  • 간기
    격월간
  • ISSN
    2092-528X
  • 수록기간
    1997~2019
  • 등재여부
    KCI 등재
  • 십진분류
    KDC 326.39 DDC 910

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