호텔식음료서비스 종사원의 감정심리가 직무태도에 미치는 영향분석

Abstract

The purpose of this study is to investigate the relationship between job attitudes (job involvement, service orientation) that can occur as a result of utilization ability of emotional psychology (emotion regulation, emotional application) of hotel food & beverage service employees including service industry, The results of this study are as follows. Emotional adjustment and emotional application of hotel food & beverage service employees showed positive influence on job commitment and service orientation. This implies that the higher the employee`s level of emotional hearing, the better service quality can be provided. Especially, it means that the qualities that control and apply the emotion well have a more positive attitude of work commitment and that the employees who understand the emotional psychology of the customer fulfill the service work themselves more for the customer service. Since excellent job attitude gives satisfaction to customers and this feeling of satisfaction is directly related to profit improvement as well as improvement of image of hotel company, hotel service company evaluates the level of emotional level of individual applicant continuous attention should be paid to establishing measures to improve and sustain the level of emotional hearing at the same time as presenting the indicators.