MICE 산업 종사자의 임파워먼트와 내재적 동기부여, 고객지향성의 영향 관계에 관한 연구

An Empirical Study on the Effects of Empowerment and Inner Motivation on the Customer Orientation in MICE industry

This study tries to empirically clarify influential relations among MICE industry employees in their empowerment, motivation, and customer-orientedness. In order to achieve the goal, the current researcher reviewed the literature, composed a questionnaire by using measurement items developed on the basis of the literature review, and then performed an empirical analysis based on the data drawn through this. The empowerment of MICE industry employees consists of 4 elements, significance, competence, self-decision, and influence, their inner motivation a single element, and their customer-orientedness three elements, courtesy, reliability, and responsiveness. The results of the empirical analysis of the research hypotheses are as follows. First, the analysis has revealed that significance and self-decision among other empowerment elements in MICE industry employees had positive effects on their inner motivation. Second, their inner motivation turned out to have positive effects on the customer-orientedness elements, courtesy, reliability, and responsiveness. Third, competence and influence among other empowerment elements of MICE industry employees had positive effects on courtesy, significance and competence on reliability, and competence and influence on responsiveness. These results allow us to conjecture that the empowerment and motivation in MICE industry positively impress customers about customer orientedness, which then effectively works on employees’ immersion of their jobs. Thus, empowerment of MICE industry employees can be increased if they are encouraged to recognize courtesy and competence.