조직의 특성이 경영성과에 미치는 영향 -호텔기업의 CRM시스템 운용을 중심으로- = The Influence of Organizational Characteristics on the Management Performance of the Hotel Enterprise

다국어 초록 (Multilingual Abstract)

Recently in the industry where contact with customer takes an important part in business, such as finance, education, tourism, and other services, more and more CRM system is being built on. However, in case of hotel businesses, although they are concerned for it as an assistant tool that can enhance and improve business management, its importance or the strategic approach to it is still less recognized In addition, compared with increase of its importance and concern for it on the part of hotel businesses, few researches have been conducted both qualitatively and quantitatively. However, as CRM system takes the place of core strategic system in hotel businesses and they are more concerned for such tools as will analyze ROI(return on investment) to determine management performance according to its introduction, the study on the effects of CRM system on management performance became very important. For this study, based on the previous studies on the elements that can influence on CRM system and management performances, hypotheses were set up to solve problems, and for its positive verification, questionnaire was distributed to the employees who are concerned with operation of CRM system at the deluxe-class hotels in the country. The findings can be summarized as follows: The organizational elements can partly influence on management performance, but the level of superiors participation in decision-making can significantly influence on financial performance, customer performance, leaning and growth performance, and the level of concentration in decision-making can influence on financial performance, customer performance, and process performance.