earticle

영어

The service industry such as resorts which is highly depend on human resources, human service besides products is critical so the profits of the corporation can be decided by the communications between employees and customers. Therefore for the ultimate customer satisfaction, the role of employees is very important and we should not ignore the effort to meet their needs. Further in the future service companies, more practical and efficient human resource management is needed such as inner or outside environmental factors of service scape, job satisfaction and turnover intention. In this research, I will analyze empirically how service scape as physical environment for employee's side affects job satisfaction and turnover intention with employee's inner response cognitive and emotional response, and how it results on actual job satisfaction and turnover. Further, the ultimate objective is to show more efficient and effective human resource management methods. The result is as in the following. First the factor of service scape which affects emotional response is cooperation environment and esthetics. Second resort service scape doesn't give any meanings on cognitive response, so service scape affects emotion and recognition respectively differently. Third the inner both emotional and cognitive response of employees highly affects job satisfaction. Fourth higher job satisfaction gives lower influence on turnover intention so reduces turnover intention as a result.