호텔 CRM시스템 운용이 종사원 역량증진과 경영성과에 미치는 영향 -제주도내 특급호텔 종사원을 대상으로-
The effect of the application of hotel CRM System on the improvement of employees' competence and management performance : focus on the employees of the five-star hotels in Jeju Island
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Recently, many hotels have been in trouble with a high competition and diverse changes of its circumstances in the hotel industry. The best solution for improving this situation is to achieve customer satisfaction. To achieve customer satisfaction more efficiently, most hotels have introduced the CRM System. In this study, it aims to examine whether the application of CRM System has an effect on the improvement of employees' competence and management performance. To accomplish the purpose of the study, the literature reviews and empirical analysis were performed together. For the empirical analysis, total 236 employees who are working at five-star hotels participated in the survey. As the results of the survey, it showed that the application of CRM system statistically had significant effects on the improvement of employees' competence and management performance. In the future in-depth study, it is necessary to investigate the staffs who work in CRM division or fully understand about the management performance.
Abstract
Recently, many hotels have been in trouble with a high competition and diverse changes of its circumstances in the hotel industry. The best solution for improving this situation is to achieve customer satisfaction. To achieve customer satisfaction more efficiently, most hotels have introduced the CRM System. In this study, it aims to examine whether the application of CRM System has an effect on the improvement of employees' competence and management performance. To accomplish the purpose of the study, the literature reviews and empirical analysis were performed together. For the empirical analysis, total 236 employees who are working at five-star hotels participated in the survey. As the results of the survey, it showed that the application of CRM system statistically had significant effects on the improvement of employees' competence and management performance. In the future in-depth study, it is necessary to investigate the staffs who work in CRM division or fully understand about the management performance.
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