서비스 교육훈련이 호텔종사자의 고객지향성과 직무만 족 및 직무성과에 미치는 영향 연구 - 강원도 내 4성 이상의 관광호텔을 중심으로 -
A Study on the Effects of Service Education Training on Customer Orientation, Job Satisfaction and Job Performance of Hotel Employees - A Survey on Luxury Hotels in Gangwondo -
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The purpose of this study was to examine whether service education and training received by employees of luxury hotels registered with the Korea Tourism Organization in Gangwon-do affect employees' customer orientation, job satisfaction, and job performance. This study was conducted on employees currently working at four or five-star tourist hotels in Gangwon-do, and 340 people were selected as samples, and bad data were excluded. This study used SPSS 21.0 for empirical analysis. As a result of the verification through regression analysis, it was found that the educational training content and environment of service education and training had a positive (+) effect on customer orientation, but education and training instructors had a negative (-) effect on customer orientation. In addition, customer orientation had a positive (+) effect on job satisfaction and job performance. This led to a connection between service-related education and training content and the environment to improve service workers' ability to realize and grow their self, and theoretical and practical implications for the need to strengthen the capacity of education and training instructors. However, due to the timing and scope of the investigation of this study, there may be some differences from the current situation, so further research suitable for detailed factors and the current situation is needed.
Abstract
The purpose of this study was to examine whether service education and training received by employees of luxury hotels registered with the Korea Tourism Organization in Gangwon-do affect employees' customer orientation, job satisfaction, and job performance. This study was conducted on employees currently working at four or five-star tourist hotels in Gangwon-do, and 340 people were selected as samples, and bad data were excluded. This study used SPSS 21.0 for empirical analysis. As a result of the verification through regression analysis, it was found that the educational training content and environment of service education and training had a positive (+) effect on customer orientation, but education and training instructors had a negative (-) effect on customer orientation. In addition, customer orientation had a positive (+) effect on job satisfaction and job performance. This led to a connection between service-related education and training content and the environment to improve service workers' ability to realize and grow their self, and theoretical and practical implications for the need to strengthen the capacity of education and training instructors. However, due to the timing and scope of the investigation of this study, there may be some differences from the current situation, so further research suitable for detailed factors and the current situation is needed.
참고문헌 (30)
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