외식업체 종사자의 성격특성이 서비스지향성과 경영성과에 미치는 영향

• 발행기관: 한국외식경영학회
• 저자명: 최치영(Chi Young Choi) 배혜숙(Hye Suk Bae) 이현종(Hyun Jong Lee)
• 간행물 정보: 『외식경영연구』15권 1호, 299~319쪽, 전체 21쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2012.02.28

영문 초록

The objectives of this study were to determine the effect relations between food service company workers`` personality characteristics and their service orientation and business performance and to provide implications for efficient human resource management and enhanced service orientation at food service companies in Korea. Collected data were analyzed using SPSS 18.0 and AMOS 7.0. The results of this study are summarized as follows. First, in the results of analyzing the effect of food service workers`` personality on service orientation, extroversion had a positive effect on customer satisfaction, preparation for customers, and transfer capability, and openness had a positive effect only on transfer capability. Second, in the results of analyzing the effect of food service workers`` service orientation on business performance, customer satisfaction had a positive effect on business performance. Lastly, this study is meaningful in that it extended the domain of research in the situation that few of previous studies analyzed comprehensively the relations between workers`` personality characteristics, service orientation and business performance in the food service industry.

키워드

Personality characteristic Service orientation Business performance