특급호텔의 객실예약과 INS(Information and Service) 종사원의 근무환경과 직무요구, 직무만족, 고객지향성에 미치는 영향 : 사회적 지원의 조절효과 중심으로

As the role of employees to improve customer service is becoming more important due to excessive competition in the hotel industry, companies should manage the emotion of employees. The purpose of this study was to verify the relationship among the working environment, job demands, job satisfaction, and customer orientation, and investigate the moderating impact of social support. Specifically, this research focused on the first representative reception department for hotel lodging, non-facing department for various inquiries, demands, room reservation department, and information and service employees. In order to achieve the purpose of this study, we distributed an on-line and off-line questionnaire to employees working in the room reservation and information and service department, from luxury hotels in Seoul, Busan, and Jeju, from January 18th to February 8th, 2018. A total of 118 copies were used for analysis of the data, and analysis of frequency, factor analysis, reliability analysis, correlation analysis, and final hierarchical regression analysis were conducted using SPSS 21.0 statistical package. The result of analysis is as follows: first, the sub-factor human environment of working environment and reward system had the positive (+) effect on job satisfaction; second, both sub-factor work overload of job demands and emotional demands had a negative (-) effect on both job satisfaction; third, job satisfaction had a positive (+) effect on customer orientation; and finally, the moderating impact of social support had a positive (+) effect among working environment, job satisfaction, job demands, and job satisfaction. Therefore, this study provides very valuable practical implications, in terms of academic implications and suggestions for hotel management to emphasize the importance of internal marketing by strengthening management for employees (internal customers), to enhance fidelity of hotel enterprises.