원문정보
Educational Effects on the Service Provider in Restaurant at Sightseeing Spot : For Gongju and Buyeo
초록
영어
This article examines the effects of education before and after service training for the restaurant employees. The effect of education was analyzed by the causal relationship between service quality and service satisfaction and re-visit. As the results of analysis: First, service quality before service training did not affect customer satisfaction. However, after service training, physical evidence and employee service factor affected customer satisfaction. Second, the effect of service quality on re-visits was found to be influenced by physical evidence factors before and after service training. Third, service satisfaction has the same effect on re-visits. Fourth, case studies show that new opportunities are provided through service training, but the conditions for improving substantiality of employee service quality are not good. The implications are as follows. First, the effects of service education were found in physical evidence and employee services. Second, the physical environment is the factor that increases restaurant service quality and increases re-visit. Third, the limits of small businesses in the alley market appeared.
목차
Ⅰ. 서론
Ⅱ. 이론적 배경
1. 관광지 식당
2. 서비스 교육
3. 서비스 품질
4. 서비스 만족과 재방문
Ⅲ. 연구설계
1. 연구모형 및 가설
2. 설문지 설계
3. 연구설계
Ⅳ. 분석결과
1. 응답자의 인구통계학적 특성과 식당 이용성향
2. 내적 일관성 평가
3. 타당성 평가
4. 가설검증
Ⅴ. 결론
참고문헌