서비스 스케이프의 하위요인이 호텔 식음료부서 종사자에게 미치는 영향

Effect of sub-factors of servicescape on the hotel food and beverage department workers

The purpose of this study is to examine the effects of sub-factors of servicescape on self-congruity, job engagement, and innovative behavior of hotel food and beverage department workers, while deriving practical implications. To derive these results, a survey was conducted on 200 employees working at special first-class hotels in Seoul, followed by frequency analysis, reliability analysis, and structural equation model analysis using the SPSS 18.0 statistical package and AMOS 18.0 statistical package program. The conclusions of this study can be summarized into four main categories. First, as a result of analyzing Hypothesis 1, Hypothesis 2, and Hypothesis 3, it was found that among the concepts of sub-factors of servicescape, comfort, cleanliness, and aesthetics all played a significant role in the employee's selfcongruity. Next, as a result of analyzing Hypothesis 4, comfort among the sub-factor concepts of servicescape played a significant role in employee job engagement, but as a result of reviewing Hypothesis 5 and 6, the effect of cleanliness and aesthetics on employee job engagement was not statistically significant. In addition, as a result of analyzing Hypothesis 7, it was found that the employee's self-congruity had a significant effect on innovative behavior. Finally, as a result of analyzing Hypothesis 8, it was found that the employee's job engagement also played a significant role in innovative behavior. Based on the above results, the author intends to present the view that accurate understanding of the role of the hotel workplace's servicescape in employees' self-congruity, job engagement, and innovative behavior is a prerequisite for reasonable human resource management.