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http://dx.doi.org/10.5392/JKCA.2011.11.5.433

Effect of Service Education of Korean Restaurants' Employees on Service Orientation and Organizational Effectiveness  

Song, Kyeong-Suk (원광보건대학교)
Publication Information
The Journal of the Korea Contents Association / v.11, no.5, 2011 , pp. 433-448 More about this Journal
Abstract
In this study, an empirical analysis was made with intent to establish an appropriate marketing business strategy for customers by inquiring into the effect of service education of 250 Korean restaurant employees, who provide services for foreign tourists in Seoul area as professional customers, on service orientation and organizational effectiveness. The result is summarized as follows. The effect of service education of Korean restaurants' employees on service orientation showed that the typicality, reliability, confidence and empathy have a positive effect on the service orientation. For the effect of service orientation on organizational effectiveness, the service orientation had a positive effect on the job satisfaction and organizational effectiveness. In other words, it was proven that the typicality, reliability, confidence and empathy of employees education are key mechanisms in improving their behaviors and attitudes to aim for important customer-centered services. Consequently, the backup of these attitudes and customer-oriented behaviors can be connected to the increase of productivity, which enhances the organizational effectiveness.
Keywords
Korean Restaurants' Employees; Service Education; Service Orientation; Organizational Effectiveness;
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