호텔기업의 내부마케팅, 감정노동 및 서비스 제공수준간의 관계 연구

• 영문명: A Study on the Relationship among the Internal Marketing, Emotional Labor and Level of Service Quality in the Hotel Industries
• 발행기관: 관광경영학회
• 저자명: 김시중
• 간행물 정보: 『관광경영연구』제16권 제4호, 17~35쪽, 전체 19쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2012.12.31

영문 초록

This study examines the relationship among the internal marketing, emotional labor and level of service quality in the hotel industries. For the empirical analysis, sampling for this study was conducted based on the employees of the hotels in Daejeon. The results are as follows: First, according to the analysis, internal marketing has a significant influence on emotional labor in the hotel industries. This means a free environment for the employees' attitude and behavior to maintain the quality of hospitality service influenced by the emotional labor. Second, emotional labor effects the quality of hospitality service. This suggests hotel industries should prepare the various supporting systems suitable for the internal situations with the management or precaution to reduce the cause of stress because hoteliers' emotional labor affects the quality of hospitality service. On the other hand, the hotel owners have to enlarge the market shares through customer satisfaction by enhancing the productivity such as sales figures of the hotel industry.

목차

Ⅰ. 서론

Ⅱ. 이론적 고찰

Ⅲ. 연구 설계

Ⅳ. 분석결과

Ⅴ. 결론

참고문헌

키워드

Internal Marketing Emotional Labor Quality of Hospitality Service Quality