연구논문 : 호텔종사원의 지각된 사기충족도와 대고객서비스 관여도와의 관계에 관한 실증적 연구 : 대구 경북 지역 관광호텔을 중심으로 = An Empirical Study on Relation Between Perceived Morale Satisfaction and Customer Service Involvement - Focused on the tourist hotels in Taegu and Kyungbuk-do

다국어 초록 (Multilingual Abstract)

One of the most important factor in the hotel businesses is whether the hotel management could be able to provide the high quality service to customers. Guaranteeing the high quality service to customers is undoubtedly important in the hotel management. The purpose of this study is to find out a qualitative method of personal service as well as to examine the signibcant difference between the maral satisfaction of hotel employees and the positive research related to the morale. It has been statistically proven that customer service involvement depends on moral satisfaction factors. 'The hotel employees' satisfaction factors in the order of most important to least important would include service system, individual consideration, understanding the customer credibility, hospitality, kindness, and empathy. The most important factor of understanding the service system can be greatly changed by the moral satisfaction level in customer service involvement. The least important factor of the empathy is a factor which keeps a constant involvement level in service to customers without the moral satisfaction level. The employees in the top executive hotels showed higher morale satisfaction and the best involvement in service to customers than those of the special second hotel and the first hotel. That is employees belonging to group with the higher moral satisfaction revealed higher involvement in service to the customers. Therefore, the hotel managers and the top executives would need to improve their employees' moral satisfaction in order to achieve premium service to customers. There is a direct relationship between the higher moral satisfaction and the higher involvement in service. Especially, it is necessary to efficiently apply human resources by selecting the differences between moral satisfaction factors and the customer service involvement. This would be the key factor in the hotel management. In hence, I would like to suggest a flowing proposal which carries out the systematized study on all staffs of each department. The one factor would be expanding the research areas regionally and including every hotel employees. The other factor would be subdividing the morale satisfaction variables by setting up the preliminary questions over a period of time.