호텔종사자의 고객 상호작용에 관한 주관성 연구: Q 방법론을 적용

: The hotel industry is evaluated by the quality of service provided by hotel workers. Accordingly, emotional labor is demanded of hotel employees in order to improve the service quality of hotels. In the process of responding to such demand, hotel employees consume a lot of emotions and suffer from various diseases caused by stress. Previous studies have actively conducted research focusing on their emotional labor of hotel employees. However, since there are relatively few studies that discuss hotel employees-customer interactions in various aspects, it is also important to understand the inner workings of hotel workers in various dimensions. Therefore, this study aims to investigate the subjectivity of hotel employees’ interactions with customers, identify its characteristics of each type, and draw implications. The results of the study identified a total of five types of hotel employees’ subjectivity for interactions with customers. The first type is ‘feeling rewarded by customers’ expressions of gratitude,’ the second type is ‘feeling stressed by customers’ rude behaviors,’ the third type is ‘feeling stressed by customer service itself,’ and the fourth type is ‘enjoying customer service.’ Lastly, the fifth type is ‘feeling touched by customers’ recognition.’ These findings suggest that service quality can be improved by placing a hotel employee in a department that matches his/her type, providing service-related training, and hiring new employees that match the type of service jobs.