호텔조직의 커뮤니케이션만족과 서비스지향성에 관한 연구

A Study of Satisfaction on Communication in a Hotel Organization and its Service Orientation

This study aimed to examine the relationship between hotel employees' organization communication satisfaction and their service orientation toward customers. It also explored the influences of socio-demographic characteristics of the employees on their level of organizational communication satisfaction and service orientation. Based on a review of related literature, three hypotheses between three conceptual construct were developed. Data for this study were collected from 269 hotel employees who worked at six tourist hotels in Seoul and Daejon area of Korea on May 2011. Results showed that a few of the socio-demographic factors(such as age, and years of service) made significant impact both on the level of the respondents organizational communication satisfaction and service orientation. Particularly, older and experienced respondents were more likely to be satisfied with the organizational communication and service orientation than their counterparts. Finally, out of four dimensions of communication satisfaction, three dimensions(i..e, organizational communication, communications between departments, and communications between peers) except for communications with senior positions, made significant influence on service orientation.