지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학위논문
- 저자정보
- 지도교수
- 정규엽
- 발행연도
- 2015
- 저작권
- 세종대학교 논문은 저작권에 의해 보호받습니다.
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Recently, new hotels and restaurants are springing up rapidly. also many whiskey specialty bar and various concept bar has opened in the industry.
Most of offered Services (except human service) in the bar is similar as the other bar. Therefore Differentiation effort is required for industrial competitiveness.
This study is focused on elements of bartender''s ability to customer satisfaction and finding out moderating effect of group type in servicescape. The Result of research is as follow.
Firstly, found out four factors(service mind, cleanliness, beverage knowledge, cocktail making skill) in bartender''s ability like as literature review by exploratory factor analysis. and categorized factors of servicescape as amenity of inner bar, symbols , facilities management and arrangement.
Grouping of the servicescape factors by cluster analisys (C,A) showed two group as one is a group of workers seeking reasonable convenience and another is a group of students to pursue an aesthetic function
Hierarchical regression analysis results for the impact of customer satisfaction on the job competency, The factors of bartender competency are influenced customer satisfaction on both group. As well, the most important factor is "Service mind of bartender" for customer satisfaction. On the moderating effects of group types of servicescape showed differences between two groups.
In conclusion, the bartender''s effort is required that understand customer and to make cocktails hygienically by standard recipe when the bartender perform their duties. and also the bartender should try to improve competency about varied beverage and cocktail knowledge
Most of offered Services (except human service) in the bar is similar as the other bar. Therefore Differentiation effort is required for industrial competitiveness.
This study is focused on elements of bartender''s ability to customer satisfaction and finding out moderating effect of group type in servicescape. The Result of research is as follow.
Firstly, found out four factors(service mind, cleanliness, beverage knowledge, cocktail making skill) in bartender''s ability like as literature review by exploratory factor analysis. and categorized factors of servicescape as amenity of inner bar, symbols , facilities management and arrangement.
Grouping of the servicescape factors by cluster analisys (C,A) showed two group as one is a group of workers seeking reasonable convenience and another is a group of students to pursue an aesthetic function
Hierarchical regression analysis results for the impact of customer satisfaction on the job competency, The factors of bartender competency are influenced customer satisfaction on both group. As well, the most important factor is "Service mind of bartender" for customer satisfaction. On the moderating effects of group types of servicescape showed differences between two groups.
In conclusion, the bartender''s effort is required that understand customer and to make cocktails hygienically by standard recipe when the bartender perform their duties. and also the bartender should try to improve competency about varied beverage and cocktail knowledge
목차
제 1 장 서론 1제 1 절 연구의 배경 1제 2 절 연구의 목적 2제 3 절 연구의 방법 및 구성 3제 2 장 이론적 배경 5제 1 절 바텐더 51. 바텐더의 개념 및 역할 52. 바텐더 직무 역량 63. 바텐더에 관한 선행연구 9제 2 절 서비스스케이프(Servicecape) 101. 서비스스케이프(Servicecape)의 정의 102. 서비스스케이프에 관한 선행연구 12제 3 절 고객 만족도 151. 고객 만족의 개념 152. 고개 만족에 관한 선행연구 16제 4 절 구성개념 간의 영향 관계 171. 바텐더 역량과 고객 만족도 간의 관계 172. 바텐더 역량과 서비스스케이프(Servicecape) 간의 관계 183. 서비스스케이프와 고객만족 간의 관계 18제 3 장 연구설계 20제 1 절 연구모형 및 가설 201. 연구모형의 설계 212. 가설설정 21제 2 절 조사 설계 211. 표본 설계 212. 설문지 구성 223. 조작적 정의 244. 분석 방법 26제 4 장 실증 분석 27제 1 절 표본의 일반적 특성 27제 2 절 가설 검증을 위한 기초 분석 32제 3 절 가설 검증 41제 4 절 시사점 및 제언 49제 5 장 결 론 52제 1 절 연구의 요약 52제 2 절 연구의 한계 및 향후 연구 방향 54참고문헌 551. 국내문헌 552. 국외문헌 58설문서 60ABSTRACT 66
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