특급호텔의 내부브랜드 관리활동에 관한 실증연구

다국어 초록 (Multilingual Abstract)

The purpose of this study is to materialize the previous theories related to the internal branding of a hotel and specify its influence on the internal service quality and customer``s satisfaction by considering the contact employees working at a hotel corporation for the first time. The specific findings are as follows; First, as a result of the analysis for credibility and validity in regard to the research unit, it has been analyzed that the level of credibility is very high for the internal branding. Secondly, after analyzing the influence of the internal branding of a hotel corporation on the internal service quality, it has been confirmed that there is a significant level of positive (+) influence. Thirdly, after analyzing the influence of the internal branding of a hotel corporation on the internal customer``s satisfaction, it has been confirmed that there is a significant positive (+) influence. Fourthly, after analyzing the influence of the internal service quality of a hotel corporation on the internal employee``s satisfaction, it has been confirmed that there is a significant positive (+) influence. It is necessary to reinforce new employees more than those with long-term working experience in order to improve the overall internal service quality and customer``s satisfaction. It is thought that such a consideration greatly influences the reduction of pride and turnover rate for one``s own company.

참고문헌 (Reference)

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