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영어

The customer satisfaction is dependent on the relationship between the customers and employees in service industries.
Especially in the hotel business, service encounters' attitudes and behaviors have great effects on the service quality and the satisfaction of the customers, as the service is provided through the customer relation. It is important in the success of hotel business to manage the service encounters effectively for excellent service.
In fact, the hotel employees are responsible for the service to the customers. The employees' service-mind and attitude is very important because the service quality is deeply related with its orientation, or their job attitude, job satisfaction, organization commitment and turnover intention.
In this study, the field survey on the service orientation and job satisfaction for the employees of tourist hotels in Incheon.
The result of this survey shows; 1. The higher the service orientation is, the more they are satisfied with their jobs and the more greatly they commit to their organization, but the less their intention of turnover is.
2. The employees who are more satisfied provide better service to the guests, who will be the loyal customers, which will bring about a good result in hotel business.