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
- 2012.3
- 수록면
- 146 - 162 (17page)
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초록· 키워드
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The purpose of this study is to investigate the main factors of core-self evaluation, job satisfaction and turnover intention affecting on service recovery performance among frontline staff in the Korean hotel industry. The results can suggest effective managerial implications and future directions to increase service recovery performance in the hotel human resource management field. The results showed that core-self evaluation had significantly positive effects on service recovery performance and job satisfaction. Furthermore, job satisfaction had a significantly positive effect on service recovery performance and had a significantly negative effect on turnover intention. However there was no any relationship of turnover intention to service recovery performance. Upon the above results, this study suggests that considering characteristics like core-self evaluation in hiring precess and enhancing job satisfaction are important factors to enhance service recovery performance among hotel frontline staff . The article concluded with more managerial implications for managers and future research directions.
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UCI(KEPA) : I410-ECN-0101-2018-326-002147177