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The Effects of Exchange Factors and Relationship Factors on the Outsourcing Performance in the Hotel Industry

  • Journal of Tourism Sciences
  • Abbr : JTS
  • 2007, 31(5), pp.203-224
  • Publisher : The Tourism Sciences Society Of Korea
  • Research Area : Social Science > Tourism

Jung Hyung-Shik 1 Kim, Young Shim 1 임봉혁 1

1조선대학교

Accredited

ABSTRACT

The study investigated the effects of relationship marketing factors and the outsourcing usage level on outsourcing performance in the service industry of hotels. In particular, the study explored whether outsourcing performance was affected by the level of resistance among the organizational members. The analyses of the data showed the following results. First, the opportunistic behavior of the outsourcees had a negative effect on relationship quality and the outsourcing usage level in hotel industry. Second, communication positively affected the quality of the relationship, but not the outsourcing usage level. Third, the service quality also positively affected the quality of the relationship and the outsourcing usage level. Fourth, the personal relationship between the outsourcers and the outsourcees did not significantly affect the relationship quality or the outsourcing usage level. Fifth, the relationship quality between the outsourcers and the outsourcees did not significantly affect the outsourcing usage level, but it positively affected outsourcing performance. Sixth, the outsourcing usage level affected outsourcing performance, confirming the positive aspect of outsourcing. Lastly, the relationship quality and the organizational members’ resistance interactively affected the outsourcing performance in a negative direction.핵심용어(Key words):관계적요인(Relationship factor), 인간적 관계(Personal relationship), 서비스품질 (Service quality), 저항(Resistance), 아웃소싱 성과(Outsourcing performance)

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