Hotel industry is faced with a diversity of service request from customer. Most of hotel companies are trying to reduce their service failures so as to achieve service satisfaction. Previous studies have limitation because they do not take into consideration the employees" emotional responses along with employee"s job satisfaction. The purpose of this study is to investigate how a service failure at the restaurant influences employee"s emotional response and this response affect employee"s job satisfaction. In order to achieve this goal, survey data were collected from 180 employees in five-star hotels in Seoul, Korea. The statistical tools in this research were frequency analysis, reliability analysis, correlation analysis, exploratory factor analysis, confirmatory factor analysis, and structural equation modeling analysis. The results of these analyses indicated that the service failure resulted from service system did not have an effect to employee"s emotional responses. Secondly also the service failure come from customer request had a positive effect to employee"s positive emotion, and a negative effect to employee"s negative emotion as well. Thirdly, the service failure arose from employee"s attitude had a positive effect to employee"s both positive and negative emotion. Finally, a positive emotion of employee influenced job satisfaction positively, and a negative emotion effected job satisfaction negatively.
Hotel industry is faced with a diversity of service request from customer. Most of hotel companies are trying to reduce their service failures so as to achieve service satisfaction. Previous studies have limitation because they do not take into consideration the employees" emotional responses along with employee"s job satisfaction. The purpose of this study is to investigate how a service failure at the restaurant influences employee"s emotional response and this response affect employee"s job satisfaction. In order to achieve this goal, survey data were collected from 180 employees in five-star hotels in Seoul, Korea. The statistical tools in this research were frequency analysis, reliability analysis, correlation analysis, exploratory factor analysis, confirmatory factor analysis, and structural equation modeling analysis. The results of these analyses indicated that the service failure resulted from service system did not have an effect to employee"s emotional responses. Secondly also the service failure come from customer request had a positive effect to employee"s positive emotion, and a negative effect to employee"s negative emotion as well. Thirdly, the service failure arose from employee"s attitude had a positive effect to employee"s both positive and negative emotion. Finally, a positive emotion of employee influenced job satisfaction positively, and a negative emotion effected job satisfaction negatively.
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