호텔 식음료 서비스 실패에 따른 종사원의 감정과 직무 만족도에 미치는 영향에 관한 연구

김성훈,김기수 한국호텔관광학회 2014 호텔관광연구 Vol.16 No.3

Hotel industry is faced with a diversity of service request from customer. Most of hotel companies are trying to reduce their service failures so as to achieve service satisfaction. Previous studies have limitation because they do not take into consideration the employees' emotional responses along with employee's job satisfaction. The purpose of this study is to investigate how a service failure at the restaurant influences employee's emotional response and this response affect employee's job satisfaction. In order to achieve this goal, survey data were collected from 180 employees in five-star hotels in Seoul, Korea. The statistical tools in this research were frequency analysis, reliability analysis, correlation analysis, exploratory factor analysis, confirmatory factor analysis, and structural equation modeling analysis. The results of these analyses indicated that the service failure resulted from service system did not have an effect to employee's emotional responses. Secondly also the service failure come from customer request had a positive effect to employee's positive emotion, and a negative effect to employee's negative emotion as well. Thirdly, the service failure arose from employee's attitude had a positive effect to employee's both positive and negative emotion. Finally, a positive emotion of employee influenced job satisfaction positively, and a negative emotion effected job satisfaction negatively.

리더십이 종사원의 인게이지먼트와 서비스지향성에 미치는 영향

서창적(Suh, Chang Juck),박영태(Park, Young Tae) 한국서비스경영학회 2015 한국서비스경영학회 학술대회 Vol.2015 No.5

The main objective of this study is to verify the causal relationship between the leadership, employee"s engagement and service performance. Additionally, this study will determine whether employee engagement has mediator effects between leadership and service performance. The research model was validated by the PASW and AMOS-SEM(Structure equation modeling) using 166 survey data that is collected from hotel restaurant"s employees As the results, there are statistically significant relationships between all the variables. leadership has positive influence on employee engagement and process innovation. Employee engagement also has positive influence on service performance. Employee engagement shows partial mediator effects between leadership and service performance. Practically this study shows that when leadership is share through official channel and improves employee"s engagement, this will also improve employee"s dedication to contribute to bring forth great power when company is in sudden crisis. In addition, higher employee"s engagement goes, will lead employee to focus more to their customers and dedicate it to work with pride. In this study, there are two originality. 1. The empirical analysis on employee engagement and process service performance. 2. Divided employee engagement into emotional and job engagement.

호텔 레스토랑 서비스 공간의 물리적 환경이 종사원의 생리적 반응 및 조직몰입에 미치는 영향

장혜진(Hye Jin Jang),윤혜현(Hye Hyun Yoon) 한국호텔외식관광경영학회 2010 호텔경영학연구 Vol.19 No.2

The purposes of this study were to understand the effect of physical environment of service space in hotel restaurant upon the employees` physiological response and organizational commitment and to empirically analyze whether the physiological response play a mediating role in the causality between the physical environment and the organizational commitment in hotel restaurant. Based on total 302 samples from hotel restaurant employees, the reliability and fitness of research model were examined and verified total 6 hypotheses with AMOS program. Structural equation model(SEM) resulted that the ambient conditions of environment(β=0.212, p<0.05) showed a positive significant effect on physical response, and spatial functionality(β=0.591, p<0.001) had a positive significant effect on physical response. Also, both physiological responses of physical response(β=0.539, p<0.001) and pain(β=-0.124, p<0.05) perceived by employees resulted in significant positive and negative effect on organizational commitment, respectively. As a result of analyzing the mediating role, the effect of the physical environment of service space in hotel restaurant upon the organizational commitment was partially mediated by the physical response. This result implied that desirable work environment especially proper spacial arrangement and functionality of machinery, facility and furniture in restaurant service area improve physiological response of employees, which can finally increase the organizational commitment in hotel industry. Limitations and future research directions are also discussed.

호텔레스토랑 종사원의 감성지능이 조직몰입과 고객지향성에 미치는 영향관계에 대한 연구

양동휘 (사)한국조리학회 2017 한국조리학회지 Vol.23 No.8

This study was performed to verify the importance of emotional aspect for hotel employees to derive the organizational commitment and customer orientation. Present study estimated the emotional intelligence as four factors: self emotion, other emotion, emotional utilization, and emotional regulation. Online survey method was used and distributed the questionnaires to hotel employees who are working for restaurants. A total of 300 questionnaires were distributed and 257 participants were employed for statistical analysis using SPSS 21.0 and AMOS 21.0 for Windows. As results, two factors(emotional utilization and emotional regulation) were significant antecedents of organizational commitment, and three factors(self emotion, other emotion, and emotional utilization) were critical predictors of customer orientation. In addition, organizational commitment has significantly influenced the customer orientation. According to the results of this study, hotel restaurant managers or hotel company need to understand the importance of the emotional intelligence for providing better service to their customers as well as improving the organizational commitment. These results will contribute to develop advanced marketing strategics for hotel restaurants employees who have many connections with customers in a hotel.

리더십이 종사원의 인게이지먼트와 서비스 지향성에 미치는 영향

서창적(Suh, Chang Juck),박영태(Park, Young Tae) 한국서비스경영학회 2015 서비스경영학회지 Vol.16 No.2

The main objective of this study is to verify the causal relationship between the leadership, employee"s engagement and service orientation. This study also determine whether employee engagement has a mediator effect between leadership and service orientation. The research model was validated by the PASW and AMOS-SEM (Structure equation modeling) using 166 survey data that were collected from hotel restaurant"s employees. As the results, the study finds that statically there are significant relationships between all the variables. leadership has positive influence on employee engagement and employee engagement also has positive influence on service orientation. Employee engagement shows partial mediator effects between leadership and service orientation. Implication of this study practically shows that when leadership is shared through official channel, it improves employee"s engagement, and also it improve employee"s dedication to the company when they face sudden crisis. In addition, if employee engagement improves and is happening more actively, it will lead employees to be able to focus more to their customers satisfaction and work with more pride and dedication to the company and dedicate it to work with pride. In this study, there are two originality. First, this study empirically analysis on employee engagement and service orientation. second. in this study. employee engagement variable is divided into emotional and job engagement.

호텔 레스토랑 종사자들의 심리적 임파워먼트가 직업존중감과 고객지향성에 미치는 영향

펑펑 ( Peng Peng ) 관광경영학회 2014 관광경영연구 Vol.62 No.-

The concept of psychological empowerment is becoming important in service area, especially food service industry. The purpose of this study identifies the effect of job esteem and customer orientation on hotel restaurant employees’ psychological empowerment. The survey administered 270 samples over 3 months through paper-pencil methods of data collection. Then we conducted the reliability and validity of these factors and confirmed the hypothesis with path analysis. The results of this study are as follows: First, hotel restaurant employee’s psychological empowerment has a significant positive effect on job esteem by significance, self-determination, impact. Second, psychological empowerment factors such as significance, competence, self-determination, impact have meaningful influences on customer orientation. Third, job esteem has a strong effect on employee’s customer orientation. Finally, psychological empowerment has a direct influence on customer orientation and through the mediation of job esteem has an indirect influence on customer orientation. Therefore, hotel restaurant is required to provide psychological empowerment for improving employees’ job esteem and customer orientation.

Relationship among Organization Culture, Employee Creativity, Service Orientation, and Business Performance: Focused on Hotel Restaurants

윤성준 한국문화산업학회 2022 문화산업연구 Vol.22 No.3

The purpose of this study is to investigate the mechanism in which employee creativity influences employees’ orientation to customer service, and business performance in three restaurant settings. As antecedents of employee creativity, the study adopted organization cultural factors (organizational support, job traits, and creativity hindrance) as antecednet factors and used employee’s age as moderating variable.. The conceptual framework used in this study was partially adapted from Mayfield and Mayfield’s (2010) garden variety creativity framework. Using a questionnaire survey method, a total of 229 questionnaires were collected from chefs working in three types of restaurants. The results of the study indicate that organizational support and job traits have positive impact on employees’ perceived creativity. However, creativity hindrance factor was found to positively impact employee creativity. The study also found that organizational support positively influences customer service orientation, and that employee creativity positively impacts business performance. Finally, employees‘ age was found to moderate the relationship between organizational support and employee creativity.

Motivational Effects of Empowerment on Employees' Organizational Commitment: A Mediating Role of Management Trustworthiness

이규민 SAGE PUBLICATIONS INC 2012 Cornell Hospitality Quarterly Vol.53 No.1

호텔 종사원의 프로모션 메뉴에 대한 인식 연구

이인성(In Sung Lee),장철호(Chul Ho Chang),이광옥(Gwang Ock Lee) 한국관광연구학회 2009 관광연구저널 Vol.23 No.1

The purpose of this study is to investigate the recognition of hotel employees on promotion menu of Japanese restaurants in hotels and to contribute to an increase in sales, creation of profit and improvement in customer satisfaction. Literature review and empirical study were paralleled in this study. The results can be summarized as follows. Five factors (efficiency, menu quality, employee participation, communication and inefficiency) were shown in the recognition of employees on promotion menu. `Employee participation` showed highest difference from sex, followed by `efficiency` and `communication.` `Efficiency` factor showed highest difference from age, followed by `employee participation.` `Efficiency` was highest in employees in their forties, followed by thirties, fifties or older, and twenties. `Efficiency` factor showed highest difference from marital status, which was followed by `menu quality.` `Efficiency` also showed highest difference from education background, followed by `inefficiency,` `communication` and `employee participation. `Efficiency` showed highest difference from average monthly income, followed by `inefficiency,` `employee participation` and `menu quality.` In terms of hotel management, `efficiency` was highest and followed by `inefficiency,` `employee participation` and `menu quality.` For hotel rating, `employee participation` was shown highest and `communication` was the next. The factor that showed highest difference from position was `efficiency,` followed by `inefficiency,` `employee participation` and `menu quality.` `Employee participation` was highest in terms of cooking with `communication` at the second. Employees who studied cooking as their major field showed higher `employee participation` compared to those who did not study cooking, and `communication` also was shown higher in employees who studies cooking. The factor that showed highest difference from employment period was `efficiency,` followed by `employee participation,` `menu quality` and `communication`.

호텔 레스토랑 종사원의 교류기억체계가 심리적 안전감 및 혁신행동에 미치는 영향: 서울지역 5성급 호텔을 중심으로

민상현 한국호텔관광학회 2023 호텔관광연구 Vol.25 No.4

본 연구는 국내 호텔시장이 호황을 보이고 있는 상황에서 호텔 종사원의 교류기억체계가 심리적 안전감과 혁신행동에 미치는 영향을 파악하여 호텔기업의 인사관리 측면에서의 효율적인 운영과 경쟁우위 확보를 위한 시사점을 제시하고자 하였다. 연구 목적을 달성하기 위하여 문헌 연구를 토대로 독립변수는 호텔 종사원이 인식하는 교류기억체계의 3개 요인으로 설정하였고, 심리적 안전감과 혁신행동의 요인들을 도출하여 각각 매개변수와 종속변수로 설정하였다. 도출된 변수들을 바탕으로 총 7개의 가설들을 설정하였으며, 5성급 호텔 레스토랑 종사원을 대상으로 설문조사를 실시하여 246부의 표본을 확보하였다. 실증 분석 결과는 다음과 같다. 첫째, 호텔 종사원이 인식하는 교류기억체계는 조정성, 신뢰성, 전문화의 순으로 심리적 안전감에 유의한 영향을 미치는 것으로 나타났다. 둘째, 호텔 종사원의 심리적 안전감은 혁신행동에 유의한 영향을 미치는 것으로 나타났다. 셋째, 호텔 종사원이 인식하는 교류기억체계와 혁신행동 사이에서 심리적 안전감은 부분매개 역할을 하는 것으로 나타났다. 본 연구는 호텔 종사원을 대상으로 교류기억체계, 심리적 안전감, 혁신행동 변수들을 사용하여 영향관계를 파악한 최초의 논문으로, 기존의 연구들과 차별점을 가진다. 또한 지식의 공유와 협업이 인간 고유의 가치를 극대화시킬 수 있다고 보는 현 4차 산업혁명 사회에서 환대산업 분야의 교류기억체계에 대해 연구함으로써 시대정신을 반영하였다는 점에서도 의미가 있을 것이다.