호텔식음료종사원의 감정부조화, 감정고갈이 고객지향성에 미치는 영향

• 발행기관: 한국외식경영학회
• 저자명: 김기훈(Ki Hoon Kim) 권정희(Jung Hee Kwon)
• 간행물 정보: 『외식경영연구』13권 1호, 215~231쪽, 전체 17쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2010.02.28

영문 초록

The purpose of this study was to examine the relationships between emotional dissonance, emotional exhaustion on customer orientation for hotel F&B employees. A total of 290 useful samples were collected from (super) deluxe hotel F&B employees in Seoul. The research model examined the relevant relationships among the research constructs by using a structural equation approach. Exploratory factor analyses identified three internal dimensions of emotional dissonance, emotional exhaustion and customer orientation All three internal dimensions of emotional dissonance distributive are positively related to positive emotional exhaustion, emotional dissonance distributive are negatively related to negative customer orientation and emotional exhaustion distributive are negatively related to negative customer orientation.

키워드

Emotional Dissonance Emotional Exhaustion Customer Orientation Hotel F&B Employees