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카지노 종사원의 자기 효능감과 고객지향성에 영향을 미치는 효과적인 물리적 환경에 관한 연구

A Study on the Effective Physical Environment Affecting the Self-efficacy and Customer Orientation of Casino Employees

김진세
한국호텔리조트학회 (Korea Hotel & Resort Association)|2020.08|호텔리조트연구 (Journal of Hotel & Resort)|제19권 제4호|pp. 371-391

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키워드

Self-efficacyCustomer OrientationCasino EmployeesEffective Physical Environment
주제분류관광학

초록

Despite the importance of self-efficacy in the performance of casino employees who work for a long time at a specific place, there is little research in this area. Therefore, the purpose of this study is to investigate the effective physical environment affecting the self-efficacy and customer orientation of casino employees. For this purpose, several hypotheses were set up and data collected from 255 casino employees, and frequency and reliability analysis, correlation and multiple regression analysis were used to test the suggested hypotheses. Casino physical environment had a statistically significant positive effect on employees' self-efficacy, and it has been proven that sub-factors such as the ambient environment, aesthetics, and convenience all have a positive effect on employees' self-efficacy. The employees' self-efficacy was found to have a statistically significant positive effect on customer orientation. This study extends the research framework from an existing customer-centric perspective to employees' point of view, and clearly demonstrates the need for casinos to take into account the role of the physical environment and the self-efficiency of employees in the context of customer orientation.

Abstract

Despite the importance of self-efficacy in the performance of casino employees who work for a long time at a specific place, there is little research in this area. Therefore, the purpose of this study is to investigate the effective physical environment affecting the self-efficacy and customer orientation of casino employees. For this purpose, several hypotheses were set up and data collected from 255 casino employees, and frequency and reliability analysis, correlation and multiple regression analysis were used to test the suggested hypotheses. Casino physical environment had a statistically significant positive effect on employees' self-efficacy, and it has been proven that sub-factors such as the ambient environment, aesthetics, and convenience all have a positive effect on employees' self-efficacy. The employees' self-efficacy was found to have a statistically significant positive effect on customer orientation. This study extends the research framework from an existing customer-centric perspective to employees' point of view, and clearly demonstrates the need for casinos to take into account the role of the physical environment and the self-efficiency of employees in the context of customer orientation.

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