서비스스케이프가 組織沒入과 顧客志向成에 미치는 影響

• 영문명: Effects of the Servicescapes on the Organizational Commitment and Customer Orientation – Focusing on Emotional Response of the Employee of the Hotel Culinary Department
• 발행기관: 청운대학교 관광산업연구소
• 저자명: 李承益(Lee, Sueng-Ik)
• 간행물 정보: 『관광산업연구』관광산업연구 제7권 제1호, 42~60쪽, 전체 19쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2013.06.30

영문 초록

This study analyzes the organizational commitment and customer orientation by intermediating employee ’s emotional responses to servicescapes in hotel culinary department, and aims at enabling more effective kitchen management in hotel corporations. The study has carried out the investigation period from February 25 to March 11, 2013, and utilized total 220 answer sheets of questionnaire. Regarding to collected data, this study did a hypothesis testing by using SPSS 12.0., a statistical program. When summarizing the analytical results: First, servicescapes of hotel culinary department appeared to affect significant influences to positive emotional responses. However, it did not affect influences to negative emotional responses. Second, employee ’s emotional responses displayed as affecting significant influences to organizational commitments. Third, employee ’s emotional responses were turn out to affect significant influences to customer orientation. Fourth, organizational commitments were proved to affect very significant influences to customer orientation. That is, motivations are required so that employees in hotel corporations could have strong senses of belonging and solidarity while holding interests and hopes, and also it is considered that careful concern and efforts etc. such like composing servicescapes and then providing them are very important.

목차

ABSTRACT

Ⅰ. 서 론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 실증분석

Ⅴ. 결론 및 시사점

참고문헌

키워드

서비스스케이프 감정반응 조직몰입 고객지향성 servicescapes Emotional Responses Organizational Commitment Customer Orientation