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.
초록· 키워드
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This study examines the relationship among the internal marketing, emotional labor and level of service quality in the hotel industries. For the empirical analysis, sampling for this study was conducted based on the employees of the hotels in Daejeon. The results are as follows: First, according to the analysis, internal marketing has a significant influence on emotional labor in the hotel industries. This means a free environment for the employees' attitude and behavior to maintain the quality of hospitality service influenced by the emotional labor. Second, emotional labor effects the quality of hospitality service. This suggests hotel industries should prepare the various supporting systems suitable for the internal situations with the management or precaution to reduce the cause of stress because hoteliers' emotional labor affects the quality of hospitality service. On the other hand, the hotel owners have to enlarge the market shares through customer satisfaction by enhancing the productivity such as sales figures of the hotel industry.
목차
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참고문헌 (31)
참고문헌 신청
Bak, C. A. / 1994 / Management by Team: An Innovation Tool for Running a Service Organization through Internal Marketing / Journal of Service Marketing 9 : 37 ~ 47
Bendapudi, L. A. / 1997 / Customers Motivations for Maintaining Relationships with Service Providers / Journal of Retailing 73 (1) : 15 ~ 37
Berry, L. L. / 1981 / The Employee as customer / Journal of Retailing Banking 3 (3) : 33 ~ 40
Booms, B. H. / 1981 / Analyzing the Customer/Firm Communication Component of the Service Marketing Mix / Marketing of Service: 1981 Special Education Conference Proceeding
Chu, K. H. / 2006 / Development and Validation of the Hospitality Emotional Scale / Tourism Management 27 (6) : 1181 ~ 1191
Bendapudi, L. A. / 1997 / Customers Motivations for Maintaining Relationships with Service Providers / Journal of Retailing 73 (1) : 15 ~ 37
Berry, L. L. / 1981 / The Employee as customer / Journal of Retailing Banking 3 (3) : 33 ~ 40
Booms, B. H. / 1981 / Analyzing the Customer/Firm Communication Component of the Service Marketing Mix / Marketing of Service: 1981 Special Education Conference Proceeding
Chu, K. H. / 2006 / Development and Validation of the Hospitality Emotional Scale / Tourism Management 27 (6) : 1181 ~ 1191
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