초록 열기/닫기 버튼
본 연구의 목적은 고급 레스토랑 직원의 고객 지향성에 대한 평가가 관계 혜택과 만족, 충성도에 어떠한 영향에대한 구조적 관계를 제시하고 고객 지향성과 관계혜택, 만족 충성도 간의 관계를 규명하는데 있어서 고객이 평가하는 서비스 직원의 고객지향성의 평가가 직원이 스스로 고객지향성을 평가 하거나 직무만족이나 조직 몰입의 종속요인으로서의 고객지향성의 연구보다 더 적절하며 향후 고급 레스토랑에서의 효과적인 직원의 관리와 고객에 대한이해에 대한 학문적 연계를 하는데 있다.
The purpose of this study was to examine the important role of customer-oriented service employees (COSE) inthe upscale restaurant industry. More specifically, based on the existing theoretical background, it was proposed thatfour dimensions of COSE (i.e. technical skills, social skills, motivation, and decision-making authority) influencerelational benefits (i.e. confidence benefits, social benefits, and special treatment benefits). In addition, it washypothesized that relational benefits can result in three managerial satisfaction and loyalty. A conceptual model wasdeveloped and tested using the empirical data collected from 241 upscale restaurant patrons in Korea. The resultsshowed that technical skills, social skills, motivation, decision-making authority play important roles in the formationof confidence benefits, which in turn positively affects satisfaction and loyalty. The important theoretical/managerialimplications that were derived from the analysis are presented and discussed in the last part of the article.
키워드열기/닫기 버튼
customer orientation, relationship benefit, satisfaction, loyalty, fine dining restaurant
