호텔서비스 종사원의 고객지향성에 관한 연구 = 부산지역을 중심으로

다국어 초록 (Multilingual Abstract)

The purpose of this study is to examine the relationship between Internal marketing, employee`s satisfaction and effect of customer orientation in the Hotel Industry. This study surveyed the employees who work at five star hotel in Busan from December 1st to 15th, 2010. A total of 230samples from the employees in the hotel industry collected through questionnaires. The statistic data was analyzed by frequency, fator, reliability and SEM analyses using the PASW(AMOS)18.0 program. The results can be summarized as follows: First, the result shows that Internal marketing have positive effects on employee`s satisfaction and effect of customer orientation. Second, employee`s satisfaction has positive influence affect customer orientation. Based on the result of the empirical analysis in this study, the research model is verified for effect of Internal marketing on customer orientation based on existing studies. This study concluded with several recommendations for enhancing hotel employee`s job satisfaction and customer orientation from the Internal marketing.