觀光호텔의 人的서비스 向上을 위한 從事員 敎育訓練에 관한 實證的 硏究 : 慶州地域 特1級호텔을 中心으로 = (A) Positive studyon educational training of employee for improving man power service of tourist hotels - Focused on deluxe hotels in Kyongju area -

다국어 초록 (Multilingual Abstract)

Tourism is a major activity of considerable economic importance. The increasing significance of Tourism as source of income and employment has been attracting attention on the part of governments, regional and local authorities.
The 21st century will bring about rapidly changing environment of international Tourism. Therefore some major countries have been playing active role for the development of their Tourism industries. But Korea has not recognized well the importance of Tourism and the financial supports for the Tourism industries from the government are still too small compared with other industries.
Most foreign Tourists who were stayed in deluxe hotels in Korea indicate that they are not satisfied with hotel services, especially employee's services. They think of that Korea's hotel services are still lower than those of international standards.
Like most service industries, hotel is labor intensive, that is, it employs a high proportion of people in comparison to the number that it serves. The range of jobs is also very wide, from unskilled, like a dishwasher in a restaurant, to semi-skilled, like a waiter or chamber-maid, to skilled, like receptionist of concierge. Therefore it is very important that the hotel management should provide them with a training program such as foreign languages' skill, kindness exercise and etc.
At this point, the disputant wanted to study the present training program, It turned out to be some differences not only their sexes and academic backgrounds about the satisfaction of training facilities but also their number of transferred jobs and academic backgrounds about a satisfaction of training program, an improvement for the service quality, self-attitude, training facilities and a special subject of job.
As a result, Service quality of the employee has been so improved through the effective training programs including an overseas' study and training trip, a camp training program, liberal arts' program and etc.
With this, the improvement of hotel man power services has been greatly contributed to the development of a hotel. So hotel management should prepare a variety of training program for their employees and also continue the program to meet their employees and clients satisfaction
Finally I acknowledge myself that I had studied only the hotels in Kyongju area with lack of my time and materials which had not been made a sufficient analysis, and futhermore I regret to say that I had mostly emphasized on the training program for improving employees' service. For future study, I sincerely hope that the improvement of man power service of tourist Hotels will be more varied and specified.

목차 (Table of Contents)

• 目次
• 第1章 序論 = 1
• 第1節 問題의 提起 = 1
• 第2節 硏究의 目的 = 3
• 第3節 硏究의 範圍와 方法 = 3
• 1. 硏究의 範圍 = 3
• 2. 硏究의 方法 = 4
• 第2章 硏究의 理論的 背景 = 6
• 第1節 호텔서비스에 관한 理論的 基礎 = 6
• 1. 호텔서비스의 槪念 = 6
• 2. 호텔 人的서비스의 重要性 = 16
• 第2節 敎育訓練에 관한 理論的 考察 = 20
• 1. 敎育訓練의 槪念 = 20
• 2. 敎育訓練의 分類 및 方法 = 25
• 第3節 호텔企業의 經營과 敎育訓練과의 相關性 = 37
• 1. 호텔의 槪念과 機能 = 37
• 2. 호텔企業의 經營的 特性과 敎育訓練과의 相關性 = 41
• 第3章 慶州地域 特級호텔의 敎育訓練 現況 = 47
• 第1節 호텔企業 敎育訓練의 發展過程 槪觀 = 47
• 第2節 慶州地域(普門觀光團地) 호텔動向 槪觀 = 48
• 第3節 慶州地域 特級호텔의 敎育訓練 體制現況 = 50
• 1. 從事員 敎育訓練의 基本目標 = 50
• 2. 從事員 敎育訓練 全擔部署 = 52
• 3. 從事員敎育 訓練費 測定 = 53
• 4. 從事員 敎育訓練 施設現況 = 54
• 第4節 慶州地域 特級호텔의 敎育訓練 實施 現況 = 56
• 1. 3大特級호텔의 敎育訓練 體系및 課程 = 56
• 2. 從事員의 外國語 敎育訓練 = 71
• 3. 從事員의 海外 硏修 訓練 = 73
• 第4章 慶州地域 特1級 호텔 從事員의 敎育訓練實態에 關한 實證的 分析 = 75
• 第1節 硏究의 모형 設定 = 75
• 1. 模型設定의 變數考察 = 75
• 2. 硏究模型의 設計 = 76
• 3. 硏究假說의 設定 = 78
• 第2節 標本調査의 方法과 資料의 處理方法 = 78
• 1. 標本의 抽出 = 78
• 2. 設問紙의 構成 = 80
• 3. 資料의 處理方法 = 81
• 第3節 調査結果의 分析과 評價 = 82
• 1. 變數의 設定 = 82
• 2. 硏究假設의 檢證 = 84
• 3. 硏究의 信賴性과 妥當性 評價 = 99
• 4. 硏究模型假定의 檢證 = 107
• 第5章 觀光호텔 敎育訓練의 問題點 및 改善方案 = 110
• 第1節 本 硏究에 있어서 敎育訓練의 問題點 = 110
• 1. 從事員側의 問題點 = 111
• 2. 經營者側의 問題點 = 112
• 3. 敎育訓練 內容, 方法上 問題點 = 113
• 4. 人事管理 制度上 問題點 = 114
• 第2節 本硏究에 있어서 敎育訓練의 改善方案 = 115
• 1. 經營方針上의 改善方案 = 115
• 2. 職業意識上의 改善方案 = 117
• 3. 敎育訓練內容·方法上의 改善方案 = 119
• 4. 人事管理 制度上의 改善方案 = 120
• 第6章 結論 = 122
• 調査說問紙 = 125
• 參考文獻 = 135
• ABSTRACT = 140