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.
초록· 키워드
오류제보하기
The service industry such as resorts which is highly depend on human resources, human service besides products is critical so the profits of the corporation can be decided by the communications between employees and customers. Therefore for the ultimate customer satisfaction, the role of employees is very important and we should not ignore the effort to meet their needs. Further in the future service companies, more practical and efficient human resource management is needed such as inner or outside environmental factors of service scape, job satisfaction and turnover intention. In this research, I will analyze empirically how service scape as physical environment for employee's side affects job satisfaction and turnover intention with employee's inner response cognitive and emotional response, and how it results on actual job satisfaction and turnover. Further, the ultimate objective is to show more efficient and effective human resource management methods. The result is as in the following. First the factor of service scape which affects emotional response is cooperation environment and esthetics. Second resort service scape doesn't give any meanings on cognitive response, so service scape affects emotion and recognition respectively differently. Third the inner both emotional and cognitive response of employees highly affects job satisfaction. Fourth higher job satisfaction gives lower influence on turnover intention so reduces turnover intention as a result.
목차
등록된 정보가 없습니다.
참고문헌 (33)
참고문헌 신청
Batra R. / 1990 / The Role of Mood in Advertising Effectiveness / Journal of Consumer Research 17 (1) : 203 ~ 214
Bitner M. J / 1992 / Servicescape: The Impact of Physical Surroundings on Customers and Employees / Journal of Marketing 56 : 57 ~ 71
Burke M. C. / 1989 / The Impact of Feelings on Ad-based Affect and Cognition / Journal of Marketing Research 26 (2) : 69 ~ 83
Cherulnik P. D / 1993 / Applications of environment-behavior research / Cambridge University Press
Dalton D. R / 1993 / Turnover, Transfer, Absenteeism: An Interdependent Perspective / Journal of Management 19 (2) : 193 ~ 219
Bitner M. J / 1992 / Servicescape: The Impact of Physical Surroundings on Customers and Employees / Journal of Marketing 56 : 57 ~ 71
Burke M. C. / 1989 / The Impact of Feelings on Ad-based Affect and Cognition / Journal of Marketing Research 26 (2) : 69 ~ 83
Cherulnik P. D / 1993 / Applications of environment-behavior research / Cambridge University Press
Dalton D. R / 1993 / Turnover, Transfer, Absenteeism: An Interdependent Perspective / Journal of Management 19 (2) : 193 ~ 219
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