지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 발행연도
- 2001.8
- 수록면
- 155 - 174 (20page)
이용수
초록· 키워드
오류제보하기
In hotel services in which there is a high level of Interaction between customers and employees, interactional quality is a major factor In customer satisfaction. This leads to the question of how organizations achieve high level of interactional quality and what individual characteristics of employees influence their service behavior or attitudes in hotel service encounters.
The purpose of this study was to examine how the organizational context in which service encounters take place and affect employee Interactions with customers, and resulting customer satisfaction. and what individual characteristics of service employees affect their service behavior In hotel service encounters. Another purpose was to examine the causal relationship between Interactional quality and customer satisfaction. Two hundred and twenty-six front-of-house personnel of five-star hotels were surveyed. A survey instrument was developed to measure front-of-house personnels' perceptions of their organizations and themselves concerning the variables that were found and sorted from a review of the previous literature and Identified in the dissertation. The Interactional quality of respondents was evaluated by their supervisors and customers. The Instrument used a 5-point Likert scale for all items. The survey data was analyzed using the program of LISREL(1inear structure relationship).
Five Hypotheses were formulated.
H1: The factors related to the service provider (front-of-house personnel) personally will influence interactional quality.
H2: The factors related to the service provider personally will influence customer satisfaction.
H3: The factors related to the organizational context will influence interactional quality.
H4: The factors related to the organizational context will influence customer satisfaction.
H5: Interactional quality will influence customer satisfaction.
Hypotheses I, 3, 5 were confirmed with the data collected. However, Hypotheses 2 and 4 were not significant statistically. The results showed that the factors of both the individual characteristics and the organizational context influence customer satisfaction through the interactional quality.
The purpose of this study was to examine how the organizational context in which service encounters take place and affect employee Interactions with customers, and resulting customer satisfaction. and what individual characteristics of service employees affect their service behavior In hotel service encounters. Another purpose was to examine the causal relationship between Interactional quality and customer satisfaction. Two hundred and twenty-six front-of-house personnel of five-star hotels were surveyed. A survey instrument was developed to measure front-of-house personnels' perceptions of their organizations and themselves concerning the variables that were found and sorted from a review of the previous literature and Identified in the dissertation. The Interactional quality of respondents was evaluated by their supervisors and customers. The Instrument used a 5-point Likert scale for all items. The survey data was analyzed using the program of LISREL(1inear structure relationship).
Five Hypotheses were formulated.
H1: The factors related to the service provider (front-of-house personnel) personally will influence interactional quality.
H2: The factors related to the service provider personally will influence customer satisfaction.
H3: The factors related to the organizational context will influence interactional quality.
H4: The factors related to the organizational context will influence customer satisfaction.
H5: Interactional quality will influence customer satisfaction.
Hypotheses I, 3, 5 were confirmed with the data collected. However, Hypotheses 2 and 4 were not significant statistically. The results showed that the factors of both the individual characteristics and the organizational context influence customer satisfaction through the interactional quality.
목차
Ⅰ. 서론
Ⅱ. 이론적 배경
Ⅲ. 연구모형과 가설의 설정
Ⅳ. 실증분석
Ⅴ. 결론
참고문헌
Abstract
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UCI(KEPA) : I410-ECN-0101-2009-326-016192327