국내외 호텔기업의 정보기술활용 수준과 서비스품질 및 경영성과 간의 관계비교

• 영문명: Comparison between Effect of Using of IT, Service Quality and Performance: Perception of the Employees' Information Level in Luxurious Hotels
• 발행기관: 한국관광학회
• 저자명: 정승환 이형룡
• 간행물 정보: 『관광학연구』제31권 제2호, 223~241쪽, 전체 19쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2007.04.30

영문 초록

This paper examines effect of informationization on hotel service quality and performance, showing how important the informationization in a hotel is. Authors surveyed some domestic and overseas luxurious hotels, where writers collected questionaires during May to July, 2003. According to the survey authors found: First, there is a close relation between informationization and service quality. Secondly, informationization is closely related with the hotel performance. Thirdly, the level of employees' perception for the importance of informationization, service quality and performance in a hotel is different between Cheju and Tokyo luxury hotels. In conclusion, writers argue that to maximize service quality and performance efficiency in a hotel, a balanced informationization is important.

목차

I. 서론

II. 이론적 배경

III. 조사 및 분석방법의 설계

IV. 실증분석과 분석결과의 해석

V. 결론 및 시사점

참고문헌

키워드

정보화 정보기술활용 서비스품질 경영성과 Informationization Utilization of IT Service quality Management Performance