earticle

영어

On management strategies for the survival of companies that can respond well to changes in the economic environment, domestic and other interested in a situation where the business environment is changing rapidly, is very high. Foodservice customers' needs and changes in the competitive environment in order to survive with the rapid increase in demand to open new market space to create a new management strategy to dominate this market, creating products and services for consumer values ​​and corporate values. First, the demographic characteristics of Foodservice Employees to Learn, frequency analysis was conducted for the core competencies of content validity in order to verify the reliability and factor analysis, the Cronbach's α coefficients were calculated. First of employee competencies and business performance management performance in relation to competency achievement orientation and customer orientation capabilities of the positive (+) significant influence from affecting business performance showed Factors other than competence showed a significant influence indirectly through mediation of service orientation and service commitment. Service organization heonsik competence, customer orientation skills, customer orientation skills, organizational commitment and competence, and organizational innovation capability management performance parameters to service orientation significant effect of the positive (+) effect appeared, and organizational innovation capabilities commitment to business performance parameters have been identified that affects a significant positive (+). Second, employees, employee competency and service orientation and relationship competencies competency achievement orientation, customer orientation skills, A service-oriented organizational innovation capability, organizational commitment and competence to be affecting a significant positive (+) respectively. service commitments, such as service orientation adopted in this study, in addition to variables applicable variable will be. Continuously extended by considering various parameters applicable employee competencies and more research will be needed. In particular, the results for employee competency factors at the same time, the employee's reaction and the reaction of customers to identify and investigate the relationship between the effects of different variables, and also applied to the field of the result variable bit more in-depth understanding of the industry, or implications can present research should be done consistently. Third, if the plan is in place, the objective of financial analysis and business performance data that can be utilized to analyze the financial situation, but the dependent variable in this study, divided into the financial management performance and non-financial business performance management performance management performance measurement is more useful than research will, in the future, is thought to be longitudinal analysis.

한국어

본 연구는 외식업영업성과를 제고하기 위해 외식업 종업원의 고객지향성역량이 고객서비스몰입, 영업성과에 미치는 영향요인을 파악하였다. 예비조사를 실시하여 작성한 설문지를 수도권(서울, 경기, 인천), 제주, 부산, 광주지역에 위치한 단체급식, 패밀리 레스토랑, 호텔, 요식업에 종사하는 사원, 팀장, 과장, 부장, 실장을 대상으로 설문조사하여 자료를 수집하였다. 고객지향성역량을 독립변수, 고객서비스몰입을 매개변수, 외식업영업성과를 결과변수로 모델을 설정하여 상관관계분석, 구조방정식 모형으로 가설검증을 실시하였다. 가설 검증 결과는 다음과 같다. 첫째, 종업원의 역량 중 고객지향성 역량은 외식업영업성과에 유의한 영향을 미치는 것으로 나타났다. 둘째, 고객서비스몰입은 외식업영업성과에 유의한 영향을 미치는 것으로 나타났다. 서비스종사자의 고객에 대한 서비스의 헌신과 노력인 고객서비스몰입은 외식업영업성과에 유의한 영향을 미치는 것으로 나타났으므로 외식업영업성과를 높이기 위해서는 외식업에 종사하는 종업원이 고객서비스몰입을 높이기 위한 부단한 노력이 필요할 것으로 생각되며 본 연구를 통해 외식업의 실무적인 측면에서 보다 많은 시사점을 제공할 수 있었다.