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레지던스호텔 종사원의 임파워먼트, 직무만족, 조직몰입 및 고객지향성의 구조적관계
박병길 ( Byung Gil Park ) 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 2014 호텔리조트연구 Vol.13 No.1
This study is the empowerment of Residence Hotel employees job satisfaction and organizational commitment and customer orientation and to verify the causal impact on the future management of the Residence Hotel was to provide useful information on the environment. Based on the results of empirical analysis and implications of this research by presenting the results are as follows: First, factor analysis measurement model, the dimension of the configuration they were reasonable, empowerment of the individual care / influence, job satisfaction factors of the job itself, had the highest explanatory power. Second, empowerment of Residence Hotel employees significant impact on the organizational commitment hypothesis that the primary cause of a subset of the self-determination, empowerment and influence, and the meaning and role of the hypothesis that higher organizational commitment increase significant influence on the organizational commitment showed the effect.Third, the self-determination and influence will have a significant effect on job satisfaction hypothesis 2, job itself, appeared to be significant in the promotion and compensation, the job itself, the meaning and role, promotion, compensation, associate relations significantly affecting both showed that. This analysis of the Residence Hotel employees satisfied with the overall business, and pay, allowances, and wages that are perceived as a process can be seen. Finally, organizational commitment of workers Residence significant impact on the customer orientation was not analyzed that. This analysis of the Residence Hotel employees emotional and continuous commitment to meet the needs of the customer-oriented, and cooperative behavior not significantly affect the means.
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레지던스호텔 직원들이 지각하는 임파워먼트가 조직몰입, 고객지향성에 미치는 영향
박병길 ( Byung Gil Park ),우성근 ( Sung Keun Woo ),이영우 ( Young Woo Lee ) 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 2012 호텔리조트연구 Vol.11 No.2
This study has been carried out to empirically investigate the effects of empowerment perceived by residence hotels on organizational commitment and customer orientation, and thus to provide basic data on effective personnel management, based on the investigation. The findings of this study suggest that giving importance to self-determination/impact rather than meaning/competence, which are subcomponents of empowerment, leads to increased levels of organizational commitment and customer orientation and that giving importance to affective commitment rather than continuance commitment for organizational commitment results in an increased level of customer orientation. Accordingly, it is suggested in this study that, for the sake of fostering enhanced levels of customer satisfaction and orientation on the part of residence hotels, it is crucial to develop a full-fledged mentoring programme and a reasonable incentive system which will improve employee loyalty towards the organization, and thereby to establish a systemized, empowered personnel management system.
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호텔고객의 문화자본이 지각된 가치와 고객만족에 미치는 영향에 관한 연구
박주희 ( Joo Hee Park ),박병길 ( Byung Gil Park ) 한국관광산업학회 2015 Tourism Research Vol.40 No.2
본 연구는 호텔고객의 문화자본이 지각된 가치와 고객만족에 미치는 영향관계를 검증하기 위한 것 이다. 연구결과 다음과 같은 결과가 도출되었다. 첫째, 특급호텔 고객의 문화자본의 하위 잠재변수들인 문화소양, 문화활동, 그리고 문화지식과 호텔상품과 서비스에 대한 지각된 가치의 하위 잠재변수들인 상징적, 경험적, 그리고 기증적 가치들 간의 영향관계를 분석하기 위하여 다중회귀를 실시한 결과, 문화자본과 지각된 가치 간에는 부(-)의 영향관계가 있는 것으로 나타났다. 둘째, 특급호텔 고객들이 지각하는 호텔상품과 서비스에 대한 지각된 가치와 고객만족의 영향관계를 검증하기 위하여 다중회귀분석을 실시한 결과, 두 잠재변수들 간에는 영향관계가 있는 것으로 평가되었다. 본 연구의 실증분석을 통해 다음과 같은 주요 시사점을 제시할 수 있다. 첫째, 우리의 사회가 다양화됨에 따라 호텔상품과 서비스의 구매와 같은 개인의 소비활동에 영향을 줄 수 있는 문화자본을 고객세분화의 척도로 사용하고, 연구를 진행하여 향후 연구에 문화자본이 호텔경영학 연구에 적용가능성을 모색하였다. 둘째, 고객만족을 추구하기 위한 특급호텔의 노력이 필요하다는 점을 실증분석을 통해 제시하였다. The purpose of this research is to examine the effect of cultural capital on perceived value and satisfaction of luxury hotel customers. To achieve the research goal, 326 questionnaires were collected from luxury hotel customers and analyzed by factor analysis and multiple regression analysis. The major findings of the empirical research are as follows; First, the results of multiple regression showed that sub-dimensions of cultural capital, namely cultural sophistication, cultural activity, and cultural knowledge, negatively influenced sub-dimensions of perceived value, namely symbolic, experiential, and functional values. Second, the results revealed that perceived value significantly influenced customer satisfaction. These findings offers two major implications. First, cultural capital should be used as a tool for customer segmentation in hospitality studies, because it influences individuals`` consumer behavior, such as purchase of service. Second, luxury hotels should pay more attention to increasing customer satisfaction.
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