골프연습장 종사자의 감정노동이 고객 서비스에 미치는 영향

Abstract

This study is aimed at looking into the influence of the emotional aspect of an employee working at a driving range, which could occur due to the change between the emotional labor demanded by the employer of the driving range and the employee’s own feelings, on the service provided to a customer, and providing its consequential sequential implications. As the result consequent on such a process, this study suggested that the emotional labor of an employee working at a driving range had a positive influence on personal social services, face-to-face services, and response services, and this study is intending to make a conclusion as follows: First, this study learned that the employees at a driving range were making efforts for benefits of an organization rather than their own interest in order to achieve the organizational purpose in various service circumstances. Such an aspect is judged to have a positive influence on customers’ feelings, leading to their satisfaction with se-r vices provided by the driving range. Accordingly, if the management of a driving range informs the employees about this favorable aspect, and creates an additional facility or environment needed by employees, it might work as the opportunity to be a big impetus to employees themselves. Second, it might be safely said that the employes at a driving range are making a lot of effort from the aspect of providing customer service. Accordingly, it is judged that if the management of a driving range comes up with the plan for enhancement and effort to make it possible to have special relations with employees, it might be helpful to the management i n additional benefit occurrence. Third, this study thinks that now is the time for the management to place se-r vice differentiation for customers above others in order to be helpful to management. Accordingly, this study definitely puts emphasis on the fact that now is about the time for the management to make effort to upgrade customer service in combination with efficient employee management in order to strengthen competitiveness of a driving range on the basis of this research result.