호텔 연회판촉·서비스팀간 갈등원인과 조직유효성 연구

Research on Conflict between Banquet Sales and Service Teams and Organizational Efficiency

This study described the difficulty circumstances between banquet sales and service department. Therefore sales and service department are looking for the possibility for misunderstanding regarding duty of all these problems for each department. The results from empirical analysis on the basis of the research model verification and hypothesis verification are as follows. First, there is a general idea that there is much conflict between sales team and service team. Especially, factors that may produce such conflict may include individual differences, Second, there is a great deal of difference between banquet sales and service in organizational effectiveness. Third, banquet sales teams have more conflict in case of individual conflict management between sales and service teams. In other words, banquet service teams have more difficulty in individual conflict management tactics(avoidance, ignorance, well rounded relation, and problem solving). This result signifies that sales teams avoid solving conflict with service teams if they are not able to convince service team members. Results of theses research, which were applicable of these methods. As this study is the first attempt to find the conflict between sales and service department in the hotel organization. It had several limitations. Therefore further study in the future recommended generalize the major findings of this study.