원문정보
The effects of job performance and customer sensitivity on the training and development of the hotel employee
초록
영어
This study was designed to identify how the training and development (T&D) at workplace influence on the job performance and customer sensitivity of hotel employees. Additionally, this study tried to find a structured and effective T&D strategy for hotel employees.
The study’s results provided evidence that T&D, job performance, and customer sensitivity are significantly interrelated. First, T&D influenced on job performance according to the importance of T&D type and the characteristics of hotel employees. Second, T&D influenced to customer sensitivity in different way according to the importance of T&D type and the characteristics of hotel employees. Third, job performance and customer sensitivity highly correlated. Forth, the importance of T&D, job performance, and customer sensitivity vary in academic majors, job levels, or the grade of hotel.
목차
Ⅱ. 연구의 이론적 배경
1. 호텔종사원의 교육훈련 유형
2. 호텔종사원의 직무성과요인
3. 호텔종사원의 고객지향성 요인
Ⅲ. 조사설계와 분석방법
1. 연구모형과 가설설정
Ⅳ. 분석의 결과
1. 인구통계적 특성 분석
2. 측정변수의 신뢰도와 타당성분석
3. 가설의 검증
Ⅴ. 결론
참고문헌
ABSTRACT