호텔 CRM시스템 운용이 종사원 역량증진과 경영성과에 미치는 영향

• 영문명: The effect of the application of hotel CRM System on the improvement of employees' competence and management performance: focus on the employees of the five-star hotels in Jeju Island.
• 발행기관: 관광경영학회
• 저자명: 강숙영
• 간행물 정보: 『관광경영연구』제12권 제2호, 1~19쪽, 전체 19쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2008.06.30

영문 초록

Recently, many hotels have been in trouble with a high competition and diverse changes of its circumstances in the hotel industry. The best solution for improving this situation is to achieve customer satisfaction. To achieve customer satisfaction more efficiently, most hotels have introduced the CRM System. In this study, it aims to examine whether the application of CRM System has an effect on the improvement of employees' competence and management performance. To accomplish the purpose of the study, the literature reviews and empirical analysis were performed together. For the empirical analysis, total 236 employees who are working at five-star hotels participated in the survey. As the results of the survey, it showed that the application of CRM system statistically had significant effects on the improvement of employees' competence and management performance. In the future in-depth study, it is necessary to investigate the staffs who work in CRM division or fully understand about the management performance.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 실증연구의 모형과 가설의 설정

Ⅳ. 실증분석 및 분석결과

Ⅴ. 결론

참고문헌

키워드

Customer Relationship Management(CRM) Application of CRM System Improvement of employees' competence Management performance