원문정보
The Influence of Upselling Service Training and Hotel incentive system on Job Satisfaction and Organizational Commitment - Based on front desk associates from Five stars hotel in Seoul -
초록
영어
The purpose of this study was to investigate the impacts of hotels's upselling training and incentive system on hotel associate's job satisfaction as well as organizational commitment. The analysis results showed that among the upselling training factors, improvement in upselling skills affected hotel associate’s job satisfaction. On the other hand, it was concluded that the other upselling training factors, including change in an attitude toward upselling and qualification of a training instructor affected associate’s organizational commitment. In addition, an incentive system not only had an impact on salary and promotion in the associate’s job satisfaction factors, but also positively influenced associate’s organizational commitment. Therefore, while a hotel needs to select an upselling training instructor with prudence, an instructor needs to maintain professional competence in hotel operations. In addition, training in charge person has to ensure that training is continuing to achieve goals of an enterprise. The incentive system should also be documented formally to implement incentive benefits for the associates with upselling performance. Lastly, it is suggested to expand a compliment or an award in a hotel so that front desk associates actively regards upselling as a personal objective.
목차
Ⅰ. 서론
Ⅱ. 이론적 배경
1. 호텔 업셀링(Upselling)
2. 인센티브(Incentive System)
3. 직무만족 (Job Satisfaction)
4. 조직 몰입(Organizational Commitment)
Ⅲ. 연구 설계
1. 연구모형과 가설설정
2. 조사 설계 및 설문지의 구성
Ⅳ. 실증 분석결과
1. 조사 대상자의 인구통계학적 특성
2. 타당성 및 신뢰도 검증
3. 가설검증
Ⅴ. 결론
참고문헌