호텔기업 감성경영이 조직성과 및 조직충성도에 미치는 영향 -부산지역 호텔종사원을 대상으로-
Effect of Emotional Management by Hotel Enterprise on Organizational Performance and Loyalty - Focused on Hotel Employee in Busan -
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This study considers emotional marketing and emotional leadership as characteristics of emotional management, and investigates the relationship between emotional management and organizational performance and loyalty of hotel enterprises. The purpose of this study is to provide data and guide for establishing standard model of emotional management to domestic hotel enterprises through this research. Cases of domestic enterprises that introduced emotional management has been divided into service industry and manufacturing industry, and case analyses of each industry are carried out. Particularly, based on the researching finding that emotional management, including emotional marketing and emotional leadership has meaningful effect on organizational performance and loyalty. The paper suggests the importance of emotional management in hotel enterprises for organizational performance and loyalty. The implications of this paper is as follows. Hotel companies within the emotional leadership, emotional organizations, organizational culture and external customers should be interconnected for emotional marketing, emotional management is a competitive advantage factor. In addition, the hotel CEO and staff should be constantly striving to raise the emotional competence and emotional leadership.
Abstract
This study considers emotional marketing and emotional leadership as characteristics of emotional management, and investigates the relationship between emotional management and organizational performance and loyalty of hotel enterprises. The purpose of this study is to provide data and guide for establishing standard model of emotional management to domestic hotel enterprises through this research. Cases of domestic enterprises that introduced emotional management has been divided into service industry and manufacturing industry, and case analyses of each industry are carried out. Particularly, based on the researching finding that emotional management, including emotional marketing and emotional leadership has meaningful effect on organizational performance and loyalty. The paper suggests the importance of emotional management in hotel enterprises for organizational performance and loyalty. The implications of this paper is as follows. Hotel companies within the emotional leadership, emotional organizations, organizational culture and external customers should be interconnected for emotional marketing, emotional management is a competitive advantage factor. In addition, the hotel CEO and staff should be constantly striving to raise the emotional competence and emotional leadership.
참고문헌 (24)
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