서비스스케이프가 組織沒入과 顧客志向成에 미치는 影響

Effects of the Servicescapes on the Organizational Commitment and Customer Orientation – Focusing on Emotional Response of the Employee of the Hotel Culinary Department

This study analyzes the organizational commitment and customer orientation by intermediating employee ’s emotional responses to servicescapes in hotel culinary department, and aims at enabling more effective kitchen management in hotel corporations. The study has carried out the investigation period from February 25 to March 11, 2013, and utilized total 220 answer sheets of questionnaire. Regarding to collected data, this study did a hypothesis testing by using SPSS 12.0., a statistical program. When summarizing the analytical results: First, servicescapes of hotel culinary department appeared to affect significant influences to positive emotional responses. However, it did not affect influences to negative emotional responses. Second, employee ’s emotional responses displayed as affecting significant influences to organizational commitments. Third, employee ’s emotional responses were turn out to affect significant influences to customer orientation. Fourth, organizational commitments were proved to affect very significant influences to customer orientation. That is, motivations are required so that employees in hotel corporations could have strong senses of belonging and solidarity while holding interests and hopes, and also it is considered that careful concern and efforts etc. such like composing servicescapes and then providing them are very important.