호텔기업의 서비스지향성에 관한 연구 : 종사원직무만족과 조직성과를 중심으로 By focusing on Employees' work satisfaction and organization's outcome = A Study on Service Inclination of the Hotel Industry

다국어 초록 (Multilingual Abstract)

In dramatically changing corporation environment, we practically research about service improvement, workers satisfaction, organization's outcome based on theoretical study, and we examine the factor of service promotion through service factor in urgent situation and customer-oriented service.
1. Service improvement is how employees are satisfied with their duties and it is believed that it leads customer's satisfaction for service improvement in the long run.
2. Emplouees' service inclination is the behavior of the point of contact. Afterward if service for customers become more improved, it will bring out corporation profits, the linkage in organization's business, and renovation of corporation's environment.
As service inclination for customer is needed to consider employees' satisfaction and the intention of shift, their welfare, and a chance of promotion etc. More than to focus on customers' taste, we should give an opportunity to all hoteliers to perform their duties efficiently in their workplace with ownership.

목차 (Table of Contents)

• Ⅰ. 서론
• Ⅱ. 이론적 배경
• 1. 서비스 지향성의 개념
• 2. 직무만족과 서비스 지향성의 상관성
• 3. 직무태도와 서비스 지향성
• Ⅲ. 조사설계 및 분석방법
• 1. 연구과제
• 2. 변수의 조작적 정의 및 측정
• Ⅳ. 분석결과
• 1. 자료의 분석
• 2. 변수의 신뢰성과 타당성 검증
• 3. 가설1의 검증
• 4. 가설2의 검증
• Ⅴ. 종합토의 및 결론
• <참고문헌>