• Culinary science and hospitality research
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• v.19 no.3
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• pp.87-104
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• 2013

This study attempts to effectively manage service orientation for deluxe hotel buffet restaurant workers in the kitchen organization. For this, the organization's service orientation in the relationship between employees' job satisfaction and organization performance was empirically tested. A survey was conducted to 300 restaurant employees working in the buffet kitchen of deluxe hotels in seoul. 276 copies of questionnaire were selected to take a regression analysis using Amos 16.0. The results of the test are as follows. First, the effect of service orientation on employee's job satisfaction showed that service leadership and service system of service orientation were significant factors about it. Second, hypothesis testing for the effect of service orientation on organization performance showed that human resource management of service orientation was a significant factor about it. The effect of employee's job satisfaction on organizational performance was significant as shown in previous studies. In conclusion, service leadership and service system should be a priority in order to improve service orientation and job satisfaction because employee's job satisfaction and organization performance have a direct relationship.

• Proceedings of the Korean Society of Computer Information Conference
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• 2018.07a
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• pp.256-257
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• 2018

본 연구는 호텔의 전략이 호텔내부요인인 종업원 만족, 업무 프로세스를 거쳐 고객만족에 어떠한 영향을 주는지를 인과관계를 통해 알아보고자 하는 연구이다. 일반적으로 전략이란 기업이나 조직이 나아가야할 방향을 제시하는 중요한 요인이라고 할 수 있다. 따라서 본 연구를 통해 우리나라 관광산업에 큰 비중을 차지하는 호텔들을 대상으로 하여 호텔들이 가지고 있는 단기, 중기, 장기전략은 고객만족에 어떠한 영향을 주는지에 대해 살펴보고자 한다.

• Journal of Convergence for Information Technology
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• v.9 no.12
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• pp.271-278
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• 2019

Working in the beauty industry accompanies high emotional stress because of the need to provide face-to-face customer service. Therefore, beauty industry employees should be recognized as internal customers and job satisfaction should be enhanced through appropriate internal marketing (education and training, compensation system, delegation, management support). With this preceded, it could lead to employees providing various satisfactory services to external customers, ultimately resulting in maximized sales and lower turnover rate. Four hypotheses were established to support this proposition, and 320 copies of questionnaires were collected from Nov. 1 to Dec. 30, 2018 targeting the beauty industry franchise workers which were analyzed through frequency analysis, reliability analysis, confirmatory factor analysis, correlation analysis, route Analysis and the like, using programs AMOS 21.0 and SPSS 22.0. As a result, education and training did not affect employees' job satisfaction, but the compensation system, delegation, and management support had a positive(+) effect.

• The Journal of the Korea Contents Association
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• v.8 no.3
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• pp.107-116
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• 2008

This study was performed focusing on the telemarketers of the deluxe hotels in the five different areas as well as Seoul in order to find out the influence of the customer orientation of the telemarketers in the hotel membership operation on the telemarketers satisfaction. And the deferences of the customer orientation and the employee's satisfaction between the hotels in Seoul and in other areas were examined using the demographic characteristics as the background variables. According to this study, it reveals that the degree of the employee's satisfaction was high when their customer orientation was perceived as high. This study has a significance because it tried for the first time to research focusing on the telemarketers and to relate them to the customer orientation.

• Proceedings of the Korean Society of Computer Information Conference
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• 2017.07a
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• pp.184-185
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• 2017

본 연구는 최근 관광산업에서 많은 영향을 차지하고 있는 레지던스산업에 있어서 업무프로세스, 레지던스내부전략이 레지던스 내부고객만족에 어떠한 영향을 주는지를 살펴보고자 하는 연구이다. 최근 서비스산업은 전 세계 산업의 70%이상을 차지하고 있으며 이중 관광산업의 경우 그 비중이 나날이 커져가고 있다. 특히 관광산업의 경우 단순히 관련 산업의 성장뿐만 아니라 국가 이미지 개선, 외화획득 등 국가의 브랜드 개선에 많은 역할을 수행하고 있다. 우리나라의 경우에도 방문하는 외국인관광객의 수가 매년 중가추세이며 특히 관광이 아닌 비즈니스의 목적으로 방문하는 수도 동반적으로 상승하고 있다. 이렇듯 비즈니스를 위해 방문하는 해외방문객이 주로 머무는 곳이 레지던스호텔이며 레지던스호텔을 이용하는 방문객이 증가하기 위해서는 내부고객인 종업원 만족이 선행되어져야 한다고 할 수 있다. 이에 본 연구는 우리나라에 소재하고 있는 레지던스호텔들이 장기적인 비즈니스 성과를 거두기 위해 어떠한 운영방식이 필요한지에 대해 종업원만족, 업무프로세스, 전략 등의 요인들을 통해 알아보고자 한다.

• The Journal of the Korea Contents Association
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• v.8 no.9
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• pp.242-250
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• 2008

The purpose of this study is to verifying the differences of the customer-orientation according to the business characteristics and the relations between customer-orientation and employees' satisfaction focused on the two groups of the service business. The results of the analysis are as followings : The customer-orientation of two groups are very similar to each other because of the job characteristics of the telemarketers. And only the difference of the real customer-orientation factors is significant on the relations between customer-orientation and employees' satisfaction. The results of the analysis reveal that the controls and the efforts of the telemarketers on the real customer-orientation factors are necessary. This study is meaningful because it brings the practical importance of the telemarketing and expands the scope of the study connecting the importance of the customer-orientation theories.

• The Journal of the Korea Contents Association
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• v.9 no.9
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• pp.313-324
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• 2009

This study purposes to analyze how the level of compensation system qualify(transparency, fairness, controllability) affects the satisfaction of employee concerned with compensation system and work efforts. To test above mentioned objectives, i conduct using the survey data directly survey and e-mail to the MBA students of university located In southeastern korea and analyze using the structural equation model. The results of this paper are as follows. First, the analysis results demonstrate a positive relationship between the level of compensation system qualify and the satisfaction of employee concerned with compensation system. Second, the level of compensation system quality positively affects employee' work efforts. Thirdly, the satisfaction of employee concerned with compensation system also positive effects on work effort. The above results mean that if the level of compensation system quality is higher, employee are satisfied with the compensation system, and increase the level of work effort.

• Asia Marketing Journal
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• v.9 no.3
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• pp.75-115
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• 2007

This study investigated the effect of service provider's recovery effort and pre-failure customer-employee rapport on post-recovery consumer response such as satisfaction, purchase intention, and positive Word-of-Mouth communication. First, this study explored the interaction effect of recovery effort and customer-employee rapport on post-recovery consumer response. The result shows when the level of pre-failure customer-employee rapport is high, customer's positive responses decreased slightly even though they perceived low recovery effort. However, when the level of pre-failure customer-employee rapport is low, customer's responses were decreased considerably in case of low recovery effort. Second, this study examined 'service recovery paradox' which is post-recovery consumer's satisfaction is greater than the case of no service failure. The result shows recovery paradox was not supported in all samples regardless of the level of recovery effort and customer-employee rapport. Synthetically, customer-employee rapport took a buffering role in customer response after service failure although it's not the same as error-free state.

• Asia Marketing Journal
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• v.11 no.3
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• pp.225-249
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• 2009

Hyundai Marine & Fire Insurance has achieved its goal of revenue growth while most of insurance companies have failed. It is because Hyundai Marine & Fire Insurance continued to make sincere efforts to increase employee satisfaction. The service-profit chain posits that employee satisfaction is linked to customer satisfaction and to revenue growth. The case shows how Hyundai Marine & Fire Insurance put the service-profit chain to work and how different its internal marketing strategy is.

• Korean Architects
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• no.5 s.87
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• pp.3-5
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• 1976

본 연구는 서울시에 분포되어 있는 1급 건축설계사무소중 34개소에서 122명의 건축설계 종업원을 대상으로 건축설계사무소의 규모에 따른 종업원들의 직업에 대한 만족도, 사기가치관 작업조건에 대한 태도등의 심리학적 변화도를 조사하였다. 이상의 사항에 대한 자료는 규모에 따라 3그룹으로 분류하여 Chi-Test와 T-Test 검정법에 의하여 설계사무소 규모별 각종변수들의 상이점을 분석 확인하였다. 결론에서 종업원들의 권익보호 동기유발 사기확장등에 관한 문제점의 해결방안과 기업의 확대와 안전성을 위한 이상적인 조직형태에 대한 모델을 제시하였다.