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.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 발행연도
- 2011.9
- 수록면
- 151 - 167 (17page)
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초록· 키워드
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This study is to analyze relation of internal marketing in hotel enterprises with emotional labor and service level of employees. A questionnaire research was conducted over 5 hotels from 1st of April to 30th of May 2011. Among 250 distributed questionnaires, 235 have been collected, after excluding insincere or inconsistent replies, 223 questionnaires have been used in empirical analysis. The SPSS19.0 was adopted for statistical analysis. The results of the research are as follows: First of all, it has been found out that the internal marketing has a significant impact on emotional labor. Also, it is suggested that hotel enterprises should consider emotional labor, the labor hotel employees perform in order to control their emotions in dealing with customers at work. Secondly, it has been found out that the internal marketing has a significant impact on service quality. Thus, the internal marketing should be taken into consideration in accomplishing the management objective which is to offer high quality service and eventually to secure the competitive advantage.
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