Earticle

초록

영어

This study aims to investigate the effects of customer relationship management on the organizational commitment and the customer orientation. And the effects of customer orientation on the organizational commitment. Also, the practical analysis has been done by employees in the hotel firms located in Seoul to cross-check how to affect mediating effects of customer orientation on the relationship between customer relationship management and organizational commitment. The findings of study suggest that the customer relationship management make an influence on the customer orientation and organizational commitment. And the customer orientation make an influence on the organizational commitment. And also, the customer orientation affect mediating effects on the relationship between customer relationship management and organizational commitment. The ultimate results of this study bring up to set up the new strategy in ways on the customer relationship management practices focused on the customer orientation, organizational commitment in the organizational management of the hotel firms to preempt competitive advantage through sustainable growth. And the contributions and limitations of this research were discussed and the future possible researches were mentioned.

목차

ABSTRACT
Ⅰ. 서론
Ⅱ. 이론적 배경
1. 고객관계관리
2. 고객지향성
3. 조직몰입
Ⅲ. 연구설계
1. 연구모형
2. 가설설정
3. 변수의 조작적정의
4. 조사대상 및 분석방법
Ⅳ. 분석결과
1. 인구통계학적 특성
2. 타당도 및 신뢰도 분석
3. 가설 검증
Ⅴ. 결론
참고문헌

키워드

저자

• 김성대 [ Sungdae Kim | 극동대학교 호텔관광경영학과 부교수 ]

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