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호텔종사원의 서비스교육이 파트너십, 직업존중감, 조직성과에 미치는 영향
신인철,김형일,이승철 한국호텔관광학회 2016 호텔관광연구 Vol.18 No.3
This study intended to examine the effect of service education implemented in hotels on partnership among employees, recognition of business partners with their companies, job esteem attitudes and organizational performance, and offer an opinion on application possibility of successful service education of hotel company by suggesting the necessity of service education of hotel company, educational direction and its results. A total of 500 questionnaires were distributed to the employees working at five-star hotels in Seoul, Incheon, Gyeongi-do from August 1 to 30, 2015 and 391 questionnaires except unfaithful responses were used for an in-depth analysis. The collected questionnaires were analyzed using statistical package SPSS 18.0 and AMOS 20.0 through Data coding. It was found that education on customer reception posture, how to soothe unhappy customers and how to talk to customers, etc. should be necessary so that employees can have attitudes to believing their companies and developing together with them and job esteem attitude can be raised through service education, and that partnership and job esteem attitude have a close relationship with the success of the organization as well.