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VIP고객 속성이 호텔 종사원의 서비스몰입, 직무스트레스 및 서비스 공정성에 미치는 영향
류경민(Kyung Min Ryoo),강경재(Kyung Jae Kang),박정하(Jung Ha Park) 한국관광연구학회 2010 관광연구저널 Vol.24 No.4
This study is to explore how hotel employees perceive service commitment, job stress, service fairness in serving VIPs compared to regular customers in tourist hotel. Sampling was taken among employees for deluxe hotels at Yusong in Daejeon. A total of 150 samples were distributed and 128 valid samples were selected for research. After a process of data coding, the questionnaire was analyzed using SPSS 18.0. As a result of factor analysis for VIPs 3 factors were extracted, for service commitment 3 factors were extracted, for job stress 4 factors were extracted and for service fairness 2 factors were extracted. To accomplish the purpose of this study three hypotheses were formulated, and the hypotheses were verified based on the analysis after survey was conducted. The results of study are as follows; First, it was found that VIPs have a positive effect on service commitment of hotel employees. Second, it was found that VIPs doesn`t have a positive effect on job stress of hotel employees. Finally, it was found that VIPs have a positive effect on service fairness of hotel employees. Therefore, this study suggests that hotel employees provide undifferentiated service to their customers.