외식업체 직원의 공감적 요소가 감정 부조화와 고객지향성에 미치는 영향

• 영문명: The Effect of the Empathic Factors of the Employees in the Food Service Industry on Emotional dissonance and Customer Orientation
• 발행기관: 한국외식경영학회
• 저자명: 어윤선(Eu Yoon Sun) 이형룡(Lee Hyung Ryong)
• 간행물 정보: 『외식경영연구』12권 1호, 81~109쪽, 전체 28쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2009.02.28

영문 초록

This study intends to find out how the components of empathy affect emotional dissonance and customer orientation. The purpose of this research is investigate how sympathy factors like intelligence, emotion, expression, communication, and moral affect to dining industry employee’s emotional discordance, and how these emotional discordance direct customer orientation. The study result is summarized as below. First, according to the result of the regression analysis performed to figure out the effect of the employees’ customer-directed empathic factors on their emotional dissonance, it was shown that cognitive, emotional, and expressive factors affected feeling norms positively whereas cognitive and emotional factors influenced expression norms negatively. Second, according to the result of the regression analysis performed to understand the effect of the employees’ customer-directed empathic factors on their customer orientation, it was found that cognitive, emotional, and expressive factors affected customer-oriented service mind while the cognitive and expressive factors of empathy influenced each individual’s service capacity. Third, according to the result of the regression analysis performed to find out the effect of emotional dissonance of employees in the food service industry on their customer orientation, it was discovered that among the factors of emotional dissonance, display rules affected service mind and each individual’s service capacity negatively.

목차

Abstract

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구설계 및 가설

Ⅳ. 실증분석

Ⅴ. 결론

참고문헌

키워드

Empathy Emotional dissonance Customer