백두산 지역 관광호텔 내부서비스품질과 종사원 직무만족에 관한 연구

다국어 초록 (Multilingual Abstract)

This paper was studied about internal service quality and employees` job satisfaction. Continual quality improvement is crucial to competitive success. A systems approach is vital in encompassing every segment of the hospitality organization in striving for service quality. When the job satisfaction that hotel employees feel in their own job, hotel customer feel satisfaction. That is, for external customer`s satisfaction, and what employees who are inside customers are satisfied with their essential job. To examine service quality that is served by hotel employees through inclusive investigation about previous research, this study grasped employees` job satisfaction and how to influence on independent variable such as job satisfaction. Another purpose is analyzed Bai Tou mountain hotel employees` job satisfaction on according to population statistics characteristic. Because of this intention, actual analysis about employees who worked for Bai Tou mountain area was carried out. Through the causal sequence analysis , the results are as follows. First, internal service quality level turned out to be affected hotel employees` job satisfaction. Though not all five factors of internal service quality selected above were verified to have intimate influence, three of them except the responsiveness and reliability were proved to have intimate influence. Second, the result which the difference of employees` job satisfaction verifies on population statistical characteristic, gender, age, department, wage, education and career years showed the difference about job satisfaction;

참고문헌 (Reference)

1 "호텔종사원의 직무만족과 고객만족의 관계" 한국호텔경영학회 1999

2 "호텔의 전사적 품질경영이 고객만족과 종사원 직무만족에 미치는 영향에 관한 연구" 1996

3 "호텔의 서비스품질과 고객만족" 한국호텔경영학회 1999

4 "호텔기업의 서비스지향성이 종업원만족에 미치는 영향" 한국관광학회 23 (23): 2000

5 "호텔 종사원의 직무만족과 고객지향간의 관계에 있어서 자발적 행동과 직무역할행동의 역할에 관한 연구" 한국관광학회 22 (22): 31-53, 1999

6 "호텔 종사원 직무만족 요인에 관한 이론적 고찰" 한국관광정책학회 (3) : 2000

7 "호텔 서비스품질만족에 관한 연구" 12 (12): 43-58, 2003

8 "종업원만족 요인이 고객접점의 서비스 수준에 미치는 영향에 관한 연구" 3 (3): 2002

9 "유통환경에서 외부서비스품질의 결정요인: 내부서비스품질, 직무성과, 직무만족, 삶의 만족" 8 (8): 2003

10 "서비스 접점 종업원 지원이 고객의 서비스품질 평가에 미치는 영향" 29 (29): 65-83, 2000

11 "서비스 마케팅" 한경사 2003

12 "내부서비스품질이 컨벤션종사원의 직무만족과 참가자만족에 미치는 영향관계" 14 (14): 2002

13 "내부서비스품질이 종업원만족과 고객만족에 미치는 영향에 관한 연구" 한국마케팅 학회 1 (1): 1999

14 "내부마케팅을 통한 호텔 내부고객만족에 관한 연구" 2003

15 "The satisfaction and retention of frontline employees" 7 : 62-80, 1996

16 "The Relation between Individual Vocation Needs and Work Environment Reinforcers in Sample of Food Service Works University of Minnesota Dissertation" 1984

17 "The Nature and Causes of Job Satisfaction Handbook of Industrial and Organizational Psychology" 1976

18 "The Employee as Customer Journal of Retailing Banking" 1981

19 "Refinement and Reassessment of the SERVQUAL Scale Journal of Retailing" 1991

20 "Putting the Service-Profit Chain to Work" 1994

21 "Psychology of Industrial Behavior" McGraw-Hill 1935

22 "More on Improving Service Quality Measurement Journal of Retailing" 1993

23 "Measuring the Job Satisfaction of Industrial Salesmen Journal of Marketing Research" 254-260, 1974

24 "Marketing Services - Competing Through Quality" Free Press 1991

25 "Journal of Marketing" 1992

26 "Internal Service Quality, Customer and Job Satisfaction: Linkages and Implications for Management" 19 (19): 20-31, 1996

27 "Internal Service Quality in Purchasing An Empirical Study" 50-60, 1998

28 "Internal Service Quality and the Psychological Work Environment: An Empirical Analysis of Conceptual Interrelations" 17 (17): 252-263, 1997

29 "Internal Customer Management and Service Gap within the UK Manufacturing Sector International Journal of Operations and Production" 1994

30 "Herzberg's Proposals and Their Applicability to the Hotel Industry" 1988

31 "Exploration of the Usefulness of Work Related Needs as a Tool for Studies in Job Satisfaction University of Minnesota Dissertation" 1981

32 "Exploration of the Usefulness of Important Work Related Needs as a Tool for Studies in Job Satisfaction University of Minnesota" 1981

33 "Evaluation Weighted Model of Measuring Job Satisfation" 1973

34 "Dimensions and Types of Supervisory Control: effects on sales-person performance and satisfaction" 60 (60): 1996

35 "Customer Comes Second and Other Secrets of Exceptional Service" 1992

36 "Behavir in Organization" McGraw-Hill 1975

37 "Antecedents and Consequences of Salesperson Job Satisfaction Meta-Analysis and Assessment of Causal Effects Journal of Marketing Research" 63-77, 1993