호텔 객실서비스 종사원의 근무환경이 고객지향성에 미치는 영향

Effects of Working Environment of Hotel Room Department Employees to Customer Orientation

This study will look into a relationship between the work environment of hotel room department employees and its dependent variable, customer orientation. Through an empirical analysis between these two factors, it will present the importance of employees’satisfaction with their work environment in order to achieve the business goals that hotel companies are pursuing. First, co-worker relationship, training, and working condition which are the working environment of the hotel’s room department employees were found to have an impact on customer orientation. However, unlike previous studies, employees’ awareness of benefits and performance assessments was found to have no effect on customer orientation. Second,after verifying whether there are any differences in customer orientation of hotel room department employees depending on their genders, the result showed that the difference was statistically significant. Third, after verifying whether there are any differences in hotel room department employees’ awareness of customer orientation depending on their work unit, the result showed that the difference was statistically significant.