호텔 서비스교육이 내부고객만족과 내부마케팅에 미치는 영향 연구 -서울시내 특1급 호텔을 중심으로- (The effect of training in hotel services on internal customer satisfaction and internal marketing)

서지정보

· 발행기관 : 한국관광연구학회
· 수록지 정보 : 관광연구저널 / 22권 / 1호 / 191 ~ 207페이지
· 저자명 : 이준재, 신홍철, 배준호

초록

In conclusion, this study verified that service training for employees had effects on employee satisfaction with the training, and that customer-oriented service based on the service training had effects on practical capability of internal marketing which manages external customers internally. If further study is conducted on various contents and development of service training for employees and more scientific and reasonable analysis of training effects is conducted based on results from objective data about internal marketing, the study is expected to contribute to internal marketing through management of human resources of hotel. To implement these works we got a survey with 300 people by random sampling and then could select the useful 275 sample. For the statistical analysis, SPSS/PC+win 13.0 was used to test factor analysis, frequency analysis, reliability analysis and regression analysis.

영어초록

In conclusion, this study verified that service training for employees had effects on employee satisfaction with the training, and that customer-oriented service based on the service training had effects on practical capability of internal marketing which manages external customers internally. If further study is conducted on various contents and development of service training for employees and more scientific and reasonable analysis of training effects is conducted based on results from objective data about internal marketing, the study is expected to contribute to internal marketing through management of human resources of hotel. To implement these works we got a survey with 300 people by random sampling and then could select the useful 275 sample. For the statistical analysis, SPSS/PC+win 13.0 was used to test factor analysis, frequency analysis, reliability analysis and regression analysis.

참고자료

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