호텔 F&B 종사원들의 정서적 공감이 라포와 고객지향성에 미치는 영향에 관한 연구 - 광주·전남지역 호텔을 대상으로 -
A Study on the Effect of Hotel F&B Employees' Emotional Empathy on Rapport and Customer Orientation: Focusing on Hotels in Gwangju and Jeollanamdo
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The purpose of this study is to provide theory and practical implications for the emotional sympathy of the employees of the employees that can affect rapeps and customer-oriented relationships in relation to the development of the hotel enterprise. The results of the empirical analysis are as follows. First, the emotional sympathy of the employees has been analyzed as a statistically significant (+) impact on the formation of the rapeseing of the customer, and second, it was found that the customer-orientedness was raised through the racross of the employees and the customer. This means that through the customer's radicals, the employees will lead to customer satisfaction through customer-oriented thinking. Third, as the emotional sympathesis of the employees improves the emotional sympathetic ability, it can form a radical in relation to the customers, and can be interpreted as customer-orientedness can be improved together. Finally, it has been shown that it has proven the mediating effect of the ripple between the empathy of the employees and the customer-orientedness. Therefore, in order to increase the hotel customer satisfaction, the need for the emotional sympathy of the employees that plays a crucial role in the customer's radicals and customer-oriented changes.
Abstract
The purpose of this study is to provide theory and practical implications for the emotional sympathy of the employees of the employees that can affect rapeps and customer-oriented relationships in relation to the development of the hotel enterprise. The results of the empirical analysis are as follows. First, the emotional sympathy of the employees has been analyzed as a statistically significant (+) impact on the formation of the rapeseing of the customer, and second, it was found that the customer-orientedness was raised through the racross of the employees and the customer. This means that through the customer's radicals, the employees will lead to customer satisfaction through customer-oriented thinking. Third, as the emotional sympathesis of the employees improves the emotional sympathetic ability, it can form a radical in relation to the customers, and can be interpreted as customer-orientedness can be improved together. Finally, it has been shown that it has proven the mediating effect of the ripple between the empathy of the employees and the customer-orientedness. Therefore, in order to increase the hotel customer satisfaction, the need for the emotional sympathy of the employees that plays a crucial role in the customer's radicals and customer-oriented changes.
참고문헌 (26)
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