관광기업 내부고객의 근무환경과 직무만족요인 비교분석 = 호텔, 여행사, 항공사를 중심으로

다국어 초록 (Multilingual Abstract)

The purpose of this study was to provide an implication of mismatch of labor market in preference for major company through comparative analysis of job environments and job satisfactions regarding actual feeling of internal customers at major companies and small and medium sized businesses. Most of all it was suggested how to secure and keep quality talent in tourism industry. To analysis this study, a survey was conducted with internal customers of hotels, travel agencies, and airlines in Korea. Data analyses were frequency analysis, reliability analysis, factor analysis, and MANOVA. Findings support our hypotheses that there was a significant difference between intrinsic job environments and social job environments upon each of industry although there was no difference in extrinsic job environments. Furthermore, it was found that intrinsic job satisfaction and social job satisfaction showed obvious difference while extrinsic job satisfaction showed no difference in common with job environments. Therefore, the results showed that it did not make them high job environments and job satisfactions of internal customer of major companies. Specially, Hotels built well intrinsic job environments and Social intrinsic job environments rather than airlines. Above all, they highly considered of long term view such as individual growth, opportunity, improving organizational culture, motivation. Contrary to expectation, travel agencies had better conditions than expected. Extrinsic job satisfactions got better than airlines and social job satisfaction got the similar results with hotels. However, airline got the lowest results especially intrinsic job satisfactions.