카지노직원 서비스교육 필요인식과 고객지향성에 관한 연구

Abstract

As casino industry has developed mainly from previous table games to resort complex providing various facilities such as convention, theatre, restaurant, and shopping mall, it is considered as an important element to strengthen tourism competitiveness of a country and therefore, all the countries in the world are heatedly promoting attraction of resort complex including excited legalization of casino. Casino industry of our country was legalized in 1960s for increase of tourism income and the Olympus hotel in Incheon opened in 1967. As of the end of 2016, total 8,826 people were working for 16 foreigner exclusive casinos in Seoul, Incheon, Daegu, Busan, and Jeju. Starting with opening of the Paradise City in Yeongjongdo and development of Jeju Myths & History Theme Park as well as Dream Tower, they are developing representative tourist attractions through the first resort complex in Northeast Asia for people all around the world to enjoy. Even though importance of tourism industry has been emphasized for development of a country and the government has continuously mentioned a plan dealing with development of resort complex or the overall tourism industry, actual investment and continuous attention have not been rendered for growth of resort complex. In spite of casino operation in the country for decades, specialized education system or license system in casino industry has not prepared due to socially negative awareness. Now, casino legislative bill has passed in Japan and the whole world including Asia pays attention to it. It is required to emphasize importance of professional system and program creating characteristics of Korea prior to development of resort complex in order to be prepared with customer attraction competition. In particular, casino depends on word-of-mouth advertisement and therefore, it is required to manage it from company's development aspect including revisit attraction through customer-oriented mind of employees in order to satisfy both service and desire of customers through correlation between employees and customers. This study aims to investigate education necessity awareness and customer-orientation of casino employees. Casino is not a tourism industry to be operated independently and mutually exclusively from other hospitality industries and therefore, it is also required to conduct a research connected to relevant industries such as duty-free shop, hotel, and theme park instead of a research limited to casino industry. It is expected that through researches pursuant to development of resort complex, active studies will be made for development of tourism industry according to global tourism trend.