서비스 종사원의 관리 요소가 업무환경에 따른 직무만족 및 서비스접점에 미치는 영향에 관한 연구

Internal marketing motivates and improves job satisfaction of employees, and as a result enhances the service quality for the customers. From the management perspective, it is essential to achieve optimal performance in hotel industries by providing an ideal working environment through interpersonal interactions. The purpose of this study was to maximize customersatisfaction by utilizing effective internal marketing activities so as to improve service quality towards customers. The results of this study demonstrated that the management efforts of downward communication, employee education,rewards, career opportunities, and various types of fringe benefits are the salient factors for employee satisfaction. Accordingly, effective internal marketing contributes to improved service quality and customer satisfaction. In particular,the effectiveness of communication, such as open expression of ideas, interdepartmental idea transmissions, and peer-to-peer acceptance of free flowing ideas, was investigated by conducting market surveys. From a long term strategic perspective, among internal marketing components including communication, education, rewards, career opportunities,and benefits, communication is particularly important for employee job satisfaction and service quality.