호텔 내부마케팅 활동이 종사원의 서비스 태도 및 직무만족에 미치는 영향에 관한 연구

다국어 초록 (Multilingual Abstract)

This study is to analyze how hotel internal marketing activities affect employees` service attitudes and job satisfaction and to examine the correlations between employees` service attitudes and job satisfaction. The analyses are as follows: First, according to the results about the influence on employees` service attitudes of hotel internal marketing, three factors had an effect on employees` service attitudes: "A vacation and reward system," "Internal communication," and "Overseas training system." Second, the hotel internal marketing factor had no influence on the promotion system and wage satisfaction; however, it affected job satisfaction. This analysis was based on the results of the assessment on satisfaction with job, promotion and wage. In conclusion, according to the analysis results, statistically, there was a significant correlation between hotel employees` service attitudes and job satisfaction. According to the analysis results, systemic policies are necessary for harmonious communications between the management and the employees for the hotel internal marketing, along with the information delivery system which would provide the employees have access to the visions, the goals, and the specific strategies of the hotel.

참고문헌 (Reference)

1 신혜숙, "호텔종사원의 조직 동일시 영향에 미치는 내부마케팅 요인" 24 (24): 149-164, 2000

2 김충호, "호텔산업의 경영방향과 미래전망" 경기대학교 관광개발연구소 8 : 19-, 1991

3 김홍범, "호텔 종사원의 이직성향에 영향을 미치는 인터널 마케팅 요인에 관한 연구" 22 (22): 21-42, 1986

4 임지은, "호텔 부서 간 내부마케팅이 연회서비스 품질 제고에 미치는 영향: 강원지역 호텔을 중심으로" 한국관광학회 30 (30): 301-320, 2006

5 한진수, "호텔 기업의 내부마케팅활동이 종사원의 직무만족, 조직몰입 및 고객지향성에 미치는 영향" 한국호텔외식경영학회 14 (14): 191-213, 2005

6 박중환, "호텔 고객의 사후태도에 대한 서비스품질 및 고객만족의 영향에 관한 연구" 21 (21): 38-41, 1999

7 양정영, "인터널 마케팅요인이 호텔종사원의 조직몰입, 이직의사에 미치는 영향에 관한 연구" 5 (5): 193-213, 2003

8 윤성준, "의료기관의 서비스지향성이 경영성과에 미치는 영향에 관한 연구" 한국서비스경영학회 5 (5): 136-156, 2004

9 최정순, "여성 영업 관리자의 리더쉽 유형이 리더쉽 효과성에 미치는 영향에 관한 연구: 교육․서비스 전문그룹을 중심으로" 국민대학교 2004

10 이유재, "서비스마케팅" 학현사 2004

11 김관영, "관광호텔종사원의 직무만족에 관한연구" 2 (2): 117-, 2000

12 Pizam, A., "You do like, You Work" 24 (24): 5-10, 1983

13 Vroom, V. H., "Work and Motivation" John Wiley & Sons 1964

14 Rust, R, T., "The satisfaction and retention of frontline employees" 7 : 62-80, 1996

15 Poter, l. W., "The effect of the performance on job satisfaction" 6 (6): 68-71, 1968

16 Schneider, B., "The Perception of Organization Climate: The Customer`s View" 57 : 248-256, 1973

17 Locke, E. A., "The Nature and Cause of Job Satisfaction, Handbook of Industrial and Organizational Psychology" Rand McNally College publishing company 1297-1349, 1976

18 Hesktt, J. L., "Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value?" The Free Press 1997

19 Smith, H. C., "Psychological of Industrial Behavior" Mcgraw-Hill 1975

20 Oshagbemi, T., "Personal correlates of job satisfaction: Empirical evidence from UK universities" 30 (30): 1210-1232, 2003

21 Kang, G. D., "Measurement of internal service quality: Application of the SERVQUAL battery to internal service quality" 12 (12): 279-291, 2002

22 Kotler, P., "Marketing Management. 11ed." Prentice-Hall 2003

23 Jurgenson, "Job preferences" 28 (28): 267-276, 1978

24 Cranny, S. J., "Job Satisfaction" Lexington Books 1992

25 Spinelli, M. A., "Investigating the Relationship between Employee Satisfaction and Guest Satisfaction" 41 : 29-33, 2000

26 George, W. R., "Internal marketing and organizational behavior: A Partnership in developing customer-conscious employees at every level" 20 (20): 63-70, 1990

27 Berry, L. L., "Improvising service quality in America: Lessons Learned" 8 (8): 32-35, 1994

28 Swan, J. E., "How Industrial Salesperson Gain Customer Trust" 14 : 203-211, 1985

29 Martin, W. B., "Defining What quality device is for you" 26 (26): 32-38, 1986

30 Preffer, J., "Competitive Advantage Through People: Unleashing the Power of the Work Force" Harvard School Press 1994

31 Zeithaml, V. A., "Communication and Control Processes in the Delivery of Service Quality" 52 : 35-48, 1988

32 Wu, L., "An Investigation of Job Satisfaction, Organizational Commitment and Role Conflict and Ambiguity in a Sample of Chinese Undergraduate Nursing Student" 26 (26): 304-314, 2006

33 Rafiq. M., "Advances in the Internal Marketing Concept:Definition Synthesis and Extension" 14 (14): 449-462, 2000

34 Wyckoff, D., "A Cornell Quarterly Classic Article: New Tools for Achieving Service Quality" 42 (42): 25-38, 2001