관광호텔 CRM시스템의 조직특성과 성과에 대한 인식

• 영문명: The Importance-Performance Analysis of Touristhotel organizational characteristics and management performance
• 발행기관: 대한관광경영학회
• 저자명: 김만술
• 간행물 정보: 『관광연구』제18권 제3호, 105~122쪽, 전체 18쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2004.02.28

영문 초록

The objective of this study aims to propose management strategies for tourist hotels from the perspectives of employees regarding their perceived organizational characteristics and management performance with an application of Importance-Performance Analysis. Differences between importance and performance scores in organizational characteristics and management performance of tourist hotels were analyzed using the Importance-Performance Analysis. Twenty two attributes were drawn based on the reviewed literature and were confirmed through interviews with professionals. As a result of the analysis of organizational characteristics and management performance before and ofter the introduction of CRM, Section I which needs intensive concentration includes attributes such as participation tn decision-making, self-controled responsibility for performance, regulations/procedures, and security of operational capital in terms of organizational characteristics and the improvements on indirect cost, operational cost, turnover rate of inventories, profit rate of the total assets, profit rate of equity capital, and operational profit in terms of management performance. Intensive concentration must be on those areas strategically. This implies tint tourist hotels must endeavor to improve participation in decision-making, self-control and responsibility for performance, regulations/procedures, and security of operational capital in terms of organizational characteristics and improve indirect cost, operational cost, turnover rate of inventories, profit rate of the total assets, profit rate of equity capital, and operational profit in terms of management performance. It was shown that Section Ⅲ which has low levels in priority includes attributes such as scope of business, checking up the violation of regulations, capability of resource management in terms of organizational characteristics and improvements on sales growth rate, rate of return on investment, current value, and cash flow in terms of management performance.The result of this study implies that low scored section needs to be invested through the introduction of the CRM system which will be able to manage it intensively and the sustainable program development thereafter.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 이론적 고찰

Ⅲ. 연구 방법

Ⅳ. 분석 결과

Ⅴ. 결론

참고문헌