거래적요인과 관계적요인이 호텔의 아웃소싱 성과에 미치는 영향

• 영문명: The Effects of Exchange Factors and Relationship Factors on the Outsourcing Performance in the Hotel Industry
• 발행기관: 한국관광학회
• 저자명: 정형식 임봉혁 김영심
• 간행물 정보: 『관광학연구』제31권 제5호, 203~224쪽, 전체 22쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2007.10.31

영문 초록

The study investigated the effects of relationship marketing factors and the outsourcing usage level on outsourcing performance in the service industry of hotels. In particular, the study explored whether outsourcing performance was affected by the level of resistance among the organizational members. The analyses of the data showed the following results. First, the opportunistic behavior of the outsourcees had a negative effect on relationship quality and the outsourcing usage level in hotel industry. Second, communication positively affected the quality of the relationship, but not the outsourcing usage level. Third, the service quality also positively affected the quality of the relationship and the outsourcing usage level. Fourth, the personal relationship between the outsourcers and the outsourcees did not significantly affect the relationship quality or the outsourcing usage level. Fifth, the relationship quality between the outsourcers and the outsourcees did not significantly affect the outsourcing usage level, but it positively affected outsourcing performance. Sixth, the outsourcing usage level affected outsourcing performance, confirming the positive aspect of outsourcing. Lastly, the relationship quality and the organizational members’ resistance interactively affected the outsourcing performance in a negative direction.

목차

I. 서론

II. 이론적 배경 및 가설의 설정

III. 연구방법

IV. 실증분석

V. 결론 및 시사점

참고문헌

키워드

관계적요인 인간적 관계 서비스품질 저항 아웃소싱 성과 Relationship factor Personal relationship Service quality Resistance Outsourcing performance