서비스업 종사자들의 재난 발생 인식에 관한 연구 - 호텔 종사자를 중심으로 -
Awareness of Disaster Among Service Employees: A Case of Hotel Employees in Korea
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이 연구는 한국에서 서비스업에 종사하는 이들의 차별화된 서비스 전략으로서 안전에 대한 인식을 살펴보고 국내외의 수요자들에게 서비스업 경쟁력 향상을 유도하고자 한다. 이를 위하여 서비스업의 대표적인 직종인 호텔 종사자들을 대상으로 한국 호텔에서 발생가능한 재난상황에 대한 인식을 살펴보고자 한다. 구체적으로 연구대상은 서울, 부산, 경상남도, 경상북도에 위치하고 있는 주요 호텔에 종사하고 있는 직원들로 해당 호텔의 관리자와 사전 의견교환을 통해 연구의 취지를 설명하고 연구를 진행하였다. 이러한 실태분석에 대한 함의는 첫째, 근무연수에 맞는 재난 상황 대비 교육이 필요하고 둘째, 여성 근무자들에 대한 차별화된 교육이 필요하며, 셋째, 근무부서별로 적용가능한 매뉴얼을 개발하고 해당 구성원들에게 주지시키는 것이 중요하다.
Abstract
The study intends to examine awareness of safety as a differentiated service strategy, which can promote the competitiveness of service industry in South Korea attracting more domestic and foreign consumers. For this purpose, this study investigated the perceptions of hotel employees, one of the major service employees in Korea, on potential disaster situations in hotels. The results from the analysis of the survey data suggest the followings. First, training and education programs for disaster response should be tailored to their job tenure. Second, differentiated training and education programs specifically designed for female employees would make disaster management more effective and innovative. Third, a new disaster education and training policy should require the development of manuals and routine daily reminders of the contents in the manuals to their employees.
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