목차
Ⅰ. 서론
Ⅱ. 이론적 고찰
Ⅲ. 외식업종사원의 교육훈련 프로그램 연구
Ⅳ. 결론
Ⅱ. 이론적 고찰
Ⅲ. 외식업종사원의 교육훈련 프로그램 연구
Ⅳ. 결론
본문내용
ce guarantee", Harvard Bussiness Review, July-August, 1989.
23.Forrest, Jr., Lewis C., Training for the hospitality industry, East Lansing, MIELAH & Ma, 1983.
24.Fredrict F. Rechheld(1996), The Loyalty Effect(Boston :Harvard Business School Press)
25.Harold E. Lane and Mark van Hartesvelt, Essentials of Hospitality Administration, Reston Publishing Company, 1983
26.Pope, N. W.(1991), " Mickey Mouse Marketing,"in The Service Management Course : Case and Redings, W. E. Sassar, Jr., Christopher W. L. Hart, & James L. Heskett eds., NY : Free Press, 2000.
27.Recheld, Frederick F. and W. Earl, Sasser jr.(1990), "Zero Defecction : Quality Comes to Service, " Harvard Business Review
28.Rhoit Ramaswamy, Designed Management of Service Processes, Addison-wesley Publishing, 1996.
29.S.C. Hollader, "Is there a Generic Demand for service?" HSU Business Topic, Spring 1979.
30. S.M. Rathmall, "What is Meant by Service." Journal of Marketing, Vol.30, Oct 1976.
31. W. B. Martin, " A New Approach to the Understanding and Teaching of Service Behavior", Hospitality Education and Reserch Jounal, Vol.11, No. 2, 1987.
32.Wayne F Cascio & Elias M. Award, Human Resource Management:An Information on Systems Approach(Virginia : Reston, 1981)
33.William F. Gluck, Foundation of Personnel Management(Englewood Cliffs, NJ : Prentice-Hall, 1979),
34.Woods, Robert H., Managing Hospitality human resources, East Lansing, MI : ELAH & MA, 1992.
Abstract
A study on the Education Programs of Foodservice Employee's, Service Delivery Level and Customer Satisfaction
Jeon, Young-Ho, Kim, Shin-Jung
The heart service of a receptionist who receives customers in the front line of a business has a great effect on the management of Company. Considering of this, this study offers a view that high job satisfaction of an employee who works eating-out businesses raises the quality of service and has a great influence upon satisfaction of customers.
To support this view, the only original study were made. and for the management of human resources in the eating-industry, satisfaction factors, that have a great effect upon the characteristics of job satisfaction by vital statistics factors, are human relations, advancement, working surrounding. And we should recognize that among these, especially, human relations have d considerable effect on service offering degree and they are important variables for customers' satisfaction.
In conclusion, service offers have a need to know how service products differed to customers are selected and appraised. Until now, our recognition has been confined mainly to products themselves, but when service can exert its value much more. accordingly, under the recognition that job contentment has an effect on service offering and works as important variables for customers' satisfaction, employers should have incessant on job education of employees.
3인 익명 심사 畢
2001년 8월 3일 논문접수
2001년 8월 21일 논문심사
Copyright 2002 The Culinary Society of Korean Academy All rights reserved.
23.Forrest, Jr., Lewis C., Training for the hospitality industry, East Lansing, MIELAH & Ma, 1983.
24.Fredrict F. Rechheld(1996), The Loyalty Effect(Boston :Harvard Business School Press)
25.Harold E. Lane and Mark van Hartesvelt, Essentials of Hospitality Administration, Reston Publishing Company, 1983
26.Pope, N. W.(1991), " Mickey Mouse Marketing,"in The Service Management Course : Case and Redings, W. E. Sassar, Jr., Christopher W. L. Hart, & James L. Heskett eds., NY : Free Press, 2000.
27.Recheld, Frederick F. and W. Earl, Sasser jr.(1990), "Zero Defecction : Quality Comes to Service, " Harvard Business Review
28.Rhoit Ramaswamy, Designed Management of Service Processes, Addison-wesley Publishing, 1996.
29.S.C. Hollader, "Is there a Generic Demand for service?" HSU Business Topic, Spring 1979.
30. S.M. Rathmall, "What is Meant by Service." Journal of Marketing, Vol.30, Oct 1976.
31. W. B. Martin, " A New Approach to the Understanding and Teaching of Service Behavior", Hospitality Education and Reserch Jounal, Vol.11, No. 2, 1987.
32.Wayne F Cascio & Elias M. Award, Human Resource Management:An Information on Systems Approach(Virginia : Reston, 1981)
33.William F. Gluck, Foundation of Personnel Management(Englewood Cliffs, NJ : Prentice-Hall, 1979),
34.Woods, Robert H., Managing Hospitality human resources, East Lansing, MI : ELAH & MA, 1992.
Abstract
A study on the Education Programs of Foodservice Employee's, Service Delivery Level and Customer Satisfaction
Jeon, Young-Ho, Kim, Shin-Jung
The heart service of a receptionist who receives customers in the front line of a business has a great effect on the management of Company. Considering of this, this study offers a view that high job satisfaction of an employee who works eating-out businesses raises the quality of service and has a great influence upon satisfaction of customers.
To support this view, the only original study were made. and for the management of human resources in the eating-industry, satisfaction factors, that have a great effect upon the characteristics of job satisfaction by vital statistics factors, are human relations, advancement, working surrounding. And we should recognize that among these, especially, human relations have d considerable effect on service offering degree and they are important variables for customers' satisfaction.
In conclusion, service offers have a need to know how service products differed to customers are selected and appraised. Until now, our recognition has been confined mainly to products themselves, but when service can exert its value much more. accordingly, under the recognition that job contentment has an effect on service offering and works as important variables for customers' satisfaction, employers should have incessant on job education of employees.
3인 익명 심사 畢
2001년 8월 3일 논문접수
2001년 8월 21일 논문심사
Copyright 2002 The Culinary Society of Korean Academy All rights reserved.
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