Journal of the Korea Safety Management & Science (대한안전경영과학회지)

Korea Safety Management & Science (대한안전경영과학회)
권호 표지
DOI QR코드

DOI QR Code

A study on the Service Quality affecting the Customer Orientation - Primarily on the Hotel-

서비스품질이 고객지향성에 미치는 영향에 관한 연구 - 호텔을 중심으로 -

  • Received : 2015.10.20
  • Accepted : 2015.12.14
  • Published : 2015.12.31
Download PDF
⟨ Previous Next ⟩

Abstract

Among recent management innovation activities of hotel, one of the most important competitive advantage through customer satisfaction, and to which members of the organization's service orientation is essential. The hotel's service orientation is closely related to the organization's culture. In this study, the organization's service-oriented culture, the internal service quality, emotional commitment and continued commitment and ultimately affects the employee's influence on customer orientation will look at that. Results and implications of this study can be summarized as follows. the internal service quality among the factors corporeality, responsiveness and assurance, empathy, job satisfaction showed a significant influence on the type of empathy and emotional commitment castle had a significant impact on. With these results, relationships with colleagues within the organization, such as work environment and job satisfaction and emotional commitment, the atmosphere is very important to know that you can affect. Therefore, the members of the hotel to increase customer satisfaction and organizational commitment, corporate culture, business as well as collaboration with colleagues to share the emotional atmosphere of sympathy for the business environment will get improved.

Keywords

References

  1. Choi Cheolho(2006), Effects of Internal Service Quality on Internal Customers' Satisfaction and Intention to Leaving of Tourist Hotels -Focused on Chang Bai Mountain Region Hotel in China-, KANGWON Graduate school Ph.D thesis.
  2. Gu Bonho(2006), "A Study on the Impacts of Hotel Employee's by Transactional Leadership to Job Satisfaction and Job Performance," SOONCHUNHYANG Graduate School. Master's thesis.
  3. Hyun Seungho(2008), "A Study on the Effect of Servant Leadership on the Leader Trust and Organizational Commitment : Focusing on the Moderating Effects of Followership Style and Task Characteristic," KYUNGHEE Graduate School Master's thesis.
  4. Kim Bokyong(2005), The Relationship between Types of Organizational Commitment and Organizational Effectiveness, EWAH Graduate School. Master's thesis.
  5. Kim Yongsik(2007), A Study on the organizational commitment and job satisfaction on social worker's-MBTI psychological typer, HANYANG Graduate School of Public Policy Master's thesis.
  6. Kwak Dongseong, Kang Geedo(1999), A Study on the impact on internal employee satisfaction and customer service quality, Korean Marketing Association ASIA MARKETING JOURNAL, 1(4), 24-46.
  7. Park Eunhee, Jeong Geehan, Shin Jaeik(2010), "The Relationship among Internal Marketing, Internal Customer Satisfaction, Organizational Commitment and Performance ." Productivity Review, vol. 24, no. 2, pp.199-232. https://doi.org/10.15843/kpapr.24.2.201006.199
  8. Park Jua(1997), Actual study on the job satisfaction of counter salesman in the travel agencies, KYONGGI Graduate School Master's thesis.
  9. Park Kyeongho(2003), A Study on inside the hotel customer satisfaction through internal marketing, KYONGGI Graduate school Ph.D thesis.
  10. Whang Inchang, Jeong Sunsik(1997), "The Influence of Salesperson's Job Satisfaction, Job performance to Customer Orientation, Supervisor behavior, Role Conflict," CHOSUN Univ., Business Economic Research, pp.15-31.
  11. You Jeongnam(2004), "A Study on How the Quality of Hotel Service Affects Customer Satisfaction and Voluntary Behavior ," KYONGGI Graduate school Ph.D thesis.
  12. Angle, H. L., & Perry, J. L. (1981). An empirical assessment of organizational commitment and organizational effectiveness. Administrativ science quarterly, 1-14.
  13. Becker, H. S.(1960), Notes on the concept of commitment, American Journal of Sociology, 66(1), 32-40. https://doi.org/10.1086/222820
  14. Gronroos, C. (1982), An applied service marketing theory, European Journal of Marketing, 16(7), 30-41. https://doi.org/10.1108/EUM0000000004859
  15. Meyer, J. P., & Allen, N. J. (1991), A three-component conceptualization of organizational commitment, Human resource management review, 1(1), 61-89. https://doi.org/10.1016/1053-4822(91)90011-Z
  16. Parasuraman, A., Zeithaml, V. A., Berry, L. L.(1988), SERVQUAL: A Multi-Item Scale for Measuring Consumer Perception of Service Quality, Journal of Retailing, 64(1), 12-40.
  17. Poter. L., Lawler III, E. E. & Hackman, J. R.(1968), Behavior in Organization, New York, McGraw-Hill.
  18. Porter, L. J. & Parker, A. J.(1993), "Total quality Management the critical success factors," Total Quality Management, Vol.4, No.1, pp.13-22. https://doi.org/10.1080/09544129300000003
  19. Quinn, R. P., & Mangione, T. W. (1973), Evaluating weighted models of measuring job satisfaction: A Cinderella story, Organizational Behavior and Human Performance, 10(1), 1-23. https://doi.org/10.1016/0030-5073(73)90002-0
  20. Reichers, A. E. (1985). A review and reconceptualization of organizational commitment. Academy of management review, 10(3), 465-476. https://doi.org/10.5465/amr.1985.4278960
  21. Salancik, G. R. & Fepper, J. P.(1977), "An Examination of Ned Satisfaction Models o f Job Satisfaction," Administrative Science Quarterly.
  22. Saxe, R., & Weitz, B. A. (1982). The SOCO scale: a measure of the customer orientation of salespeople. Journal of marketing research, 343-351.
  23. Siguaw, A., Brown, G. and Widing II, R. E.(1994), "The Influence of the Market Orentation of the Firm on Sales Force Behavior and Attitudes," Journal of Marketing Research, Vol.31 (February), pp.106-116. https://doi.org/10.2307/3151950
  24. Smith, H. C. (1935), Psychology of Industrial Behavior, New York, McGraw-Hill.
  25. Thorsten Hennig-Thurau(2004), "Relationship Quality and Customer-Retention through Strategic Communication of Customer Skills, Journal of Marketing Management, Vol.16, pp.55-79.
  26. Vroom, V. H.(1964), Work and Motivation, John Wiley & Sons.
  27. Wiener, Y. & Vardi, Y.(1980), Relationships between job, organization, and career commitments and work outcomes-An integrative approach, Organizational Behavior and Human Performance, 26(1), 81-96. https://doi.org/10.1016/0030-5073(80)90048-3