호텔종사원의 서비스교육프로그램 평가가 성과 및 서비스품질에 미치는 영향

다국어 초록 (Multilingual Abstract)

As the demands of customers in Today’s hotel industry rapidly change and vary, it is necessary to improve the service quality of employees. In light of this, it was investigated how hotel employees evaluate service education programs and what effects service education has, and eventually how such results effects on service quality.
The purposes of the study are to investigate the effects of hotel employees’service education program evaluation on the results and service quality in order to understand the state of service education corresponding to the necessity of improving service quality, and finally to suggest effective plans for service education.
A survey was conducted with employees of hotels and youth hostels in Busan. The results are as follows.
First, service education had positive effects on the self-development and the increase of work efficiency of hotel employees.
Second, results had positive effects on service quality in terms of reliability, responsiveness, empathy, tangibles.
Third, there were some differences in the evaluation of service education depending on the demographic characteristics. Service safety education showed significant differences in all demographic characteristics. Service etiquette education did not show significant difference in sex, department, rank, education and marital status; neither did self-development education in age, department and education.
The improvement of service quality corresponding to the demands of customers will be an important factor to determine the success of hotel management in the future. The results of the study are expected to provide the fundamental frame needed to establish plans for service education of hotels and to be helpful in establishing efficient and practical contents.
First of all, efficient service educational methods and various texts and programs need to be developed in order to carry out effective service education. Also, hotel managers should pay attention to service education and be active in educating employees. Instructors of service education also should modify, revise, and develop service education suitable for hotel conditions based on the conversation with employees. Lastly, sufficiently motivating employees will result in effective service education.

목차 (Table of Contents)

• Ⅰ. 서 론 1
• 1. 문제의 제기 1
• 2. 연구의 목적 2
• 3. 연구방법 및 범위 4
• Ⅱ. 이론적 배경 5
• 1. 서비스교육 5
• 가. 서비스교육의 정의 5
• 나. 서비스교육의 목적 및 효과 6
• 다. 서비스교육 프로그램 및 방법 16
• 2. 성 과 23
• 가. 교육훈련 성과 영향요인에 대한 선행 연구 23
• 나. 서비스교육의 성과 28
• 3. 서비스품질 33
• 가. 서비스품질의 개념 33
• 나. 서비스품질의 특성 34
• 다. 서비스품질의 구성 요소 35
• 라. 호텔 서비스 품질관리의 필요성 37
• Ⅲ. 연구 설계 41
• 1. 연구모형 41
• 2. 가설설정 41
• 3. 변수의 조작적 정의 42
• 가. 서비스 교육 42
• 나. 교육성과 42
• 다. 서비스 품질 43
• 4. 설문지 구성 43
• 5. 자료의 수집 및 처리방법 44
• Ⅳ. 실증분석 46
• 1. 인구 통계적 특성 46
• 2. 측정변수의 설문문항에 대한 신뢰도 측정 47
• 3. 가설 1의 검증 53
• 4. 가설 2의 검증 54
• 5. 가설 3의 검증 56
• Ⅴ. 결 론 60
• 1. 연구의 요약 60
• 2. 시사점 및 연구의 한계 61
• 부 록 64
• 참고문헌 70
• SUMMARY 75