고객지향성, 직원역량이 서비스 운영 성과에 미치는 영향에 관한 연구: 럭셔리 호텔 체인을 중심으로

초록

In service organizations, the achievement of business objectives depends on how the company designs and operates their service operations. This study explores the effects of customer orientation and employee capabilities on the performances of service operations. The hypothesized model is developed and tested on a valid sample of 216 global deluxe/luxury hotel chains in Korea. SPSS 17.0 was used for conducting a frequency analysis, reliability analysis, factor analysis, and regression analysis. The results of this study indicate that customer orientation has a positive effect on employee capabilities, and employee capabilities has a significantly positive effect on service quality and efficiency performance. This study can help managers of deluxe/luxury hotel chains improve the service quality and efficiency performance of service operations by establishing a strong customer oriented culture and reinforcing employee capabilities in the hotel industry or similar settings.

키워드