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한국관광학회> 관광학연구> 외식서비스 실패 상황의 회복 공정성 인식이 만족, 사후 행동의도에 미치는 영향 -구조모형을 통한 전환 장벽의 조절효과 검증-

KCI등재

외식서비스 실패 상황의 회복 공정성 인식이 만족, 사후 행동의도에 미치는 영향 -구조모형을 통한 전환 장벽의 조절효과 검증-

Research Articles : Impact on Behavior Intentions of Food Service Recovery Justice Perception: Testing for Moderating Effects of Switching Barriers with Structural Equations

이영란 ( Young Ran Lee ) , 조문수 ( Moon Soo Cho )
  • : 한국관광학회
  • : 관광학연구 35권8호
  • : 연속간행물
  • : 2011년 10월
  • : 163-182(20pages)

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This study examined the effects of customers` perception of service recovery justice on their satisfaction and future behavior intention in the context of food service industry. Based on previous study, recover justice perception was conceptualized in terms of procedural justice, distributive justice, and interactional justice. Switching barrier was measured in terms of positive and negative aspects of switching customers` primary restaurant. Data were collected from 308 college students who took food service related courses and experiences service failure and recovery from June to July, 2010. Results showed that the respondents` perception on the distributive and interactional justice were positively associated with their level of satisfaction. In addition, negative switching barrier played a moderating role between the perceived distributive/interactional justice and satisfaction Results also showed that positive switching barrier played a moderating role between satisfaction and future behavioral intentions.

UCI(KEPA)

I410-ECN-0102-2014-300-001591284

간행물정보

  • : 사회과학분야  > 관광학
  • : KCI등재
  • :
  • : 연8회
  • : 1226-0533
  • : 2713-6388
  • : 학술지
  • : 연속간행물
  • : 1977-2020
  • : 2897


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1권두언(卷頭言) : 어두운 밤길 등불이 되어

저자 : 한경수

발행기관 : 한국관광학회 간행물 : 관광학연구 35권 8호 발행 연도 : 2011 페이지 : pp. 5-6 (2 pages)

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2편집인(編輯人)의 글 : 호텔,외식경영 특집호를 발간하면서

저자 : 서원석

발행기관 : 한국관광학회 간행물 : 관광학연구 35권 8호 발행 연도 : 2011 페이지 : pp. 7-7 (1 pages)

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3호텔의 공익연계마케팅이 호텔이미지와 고객행동의도에 미치는 영향

저자 : 오창현 ( Chang Hyun Oh ) , 김철원 ( Chul Won Kim ) , 이태숙 ( Tae Sook Lee )

발행기관 : 한국관광학회 간행물 : 관광학연구 35권 8호 발행 연도 : 2011 페이지 : pp. 13-30 (18 pages)

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This study aimed to examine the effect of a hotel`s cause-related marketing (CRM) on the hotel`s brand image and customers` behavior intention. Based on a review of related literature, a structural model among the three constructs were developed. The model suggested that the CRM of a hotel might make positive impact on the hotel`s brand image and the customers` behavior intention. It also proposed that a hotel`s brand image might be positively associated with the customers` behavior intentions. Data were conveniently collected from 422 customers who visited five-star hotels in Seoul on October 2010. Results of a structural equation model analysis empirically verified the positive relationship between the CRM and brand image. It also confirmed the positive relationship between the brand image and customers` behavior intention. However, the relationship between the CRM and customers` behavior intention did not fit the data. Based on the findings of this study, practical implications and future research directions were discussed.

4호텔 직원의 심리적 임파워먼트와 친사회적 서비스 행동간의 관계 -역할명확성의 매개역할을 중심으로-

저자 : 최형민 ( Hyung Min Choi ) , 조재근 ( Jae Geun Cho ) , 이형룡 ( Hyung Ryong Lee )

발행기관 : 한국관광학회 간행물 : 관광학연구 35권 8호 발행 연도 : 2011 페이지 : pp. 31-55 (25 pages)

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This study was to examine the effect of hotel employees` psychological empowerment(PE) on their pro social service behavior(PSB). In particular, this study investigated the mediating effect of role clarity(RC) on the causal relationships between PE and PSB. A critical review of available literature on the issues were presented and specific attention was paid to the mediating effect of role clarity which might work in between PE and PSB. The data for this study were collected from 142 employees who were working at 4 tourist hotels in Seoul. Hotel employees` PE was measured in terms of four dimensions such as competence (COM), self-determination(SD), impact(IM), and meaningfulness (ME). Results of aroian test indicated that the effect of ME on PSB was partially mediated by RC. and that the effect of IM on PSB was fully mediated by RC. However, the mediating effect of RC between COM and PSB was not statistically significant. Also the effects of SD on both RC and PSB was also not significant.

5호텔 브랜드 자산과 확장브랜드 성과간의 구조적 관계

저자 : 전정아 ( Jeong Ah Jeon ) , 안대희 ( Dae Hee Ahn ) , 장병권 ( Pyong Kwon Chang )

발행기관 : 한국관광학회 간행물 : 관광학연구 35권 8호 발행 연도 : 2011 페이지 : pp. 57-77 (21 pages)

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Brand extension is being widely employed in the Korean hotel industry. This study was to empirically test the effect of a hotel`s brand equity on its extended brand performance. In this study, brand equity was conceptualized in terms of four different dimensions: brand image, brand awareness, perceived quality, and brand royalty. Extended brand performance was also measured using four items. Data were collected from 275 customers who have used five tourist hotels and the hotel`s extended brand from March to April 2011. Results of structural equation model analysis showed that respondents` evaluation on a hotel`s brand image and its perceived value were positively associated with the respondents evaluation on the hotel`s brand loyalty. Results also illustrated that the respondents` evaluation on a hotel`s brand image and brand awareness made positive impacts on their evaluation of the extended brand performance. Findings from this study suggest the importance of brand equity of a hotel in the hotel`s brand extension.

6호텔조직의 커뮤니케이션만족과 서비스지향성에 관한 연구

저자 : 김봉규 ( Bong Gyu Kim )

발행기관 : 한국관광학회 간행물 : 관광학연구 35권 8호 발행 연도 : 2011 페이지 : pp. 79-100 (22 pages)

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This study aimed to examine the relationship between hotel employees` organization communication satisfaction and their service orientation toward customers. It also explored the influences of socio-demographic characteristics of the employees on their level of organizational communication satisfaction and service orientation. Based on a review of related literature, three hypotheses between three conceptual construct were developed. Data for this study were collected from 269 hotel employees who worked at six tourist hotels in Seoul and Daejon area of Korea on May 2011. Results showed that a few of the socio-demographic factors(such as age, and years of service) made significant impact both on the level of the respondents organizational communication satisfaction and service orientation. Particularly, older and experienced respondents were more likely to be satisfied with the organizational communication and service orientation than their counterparts. Finally, out of four dimensions of communication satisfaction, three dimensions(i..e, organizational communication, communications between departments, and communications between peers) except for communications with senior positions, made significant influence on service orientation.

7SVM-NN Hybrid모형을 활용한 호텔도산예측

저자 : 김수영 ( Soo Young Kim )

발행기관 : 한국관광학회 간행물 : 관광학연구 35권 8호 발행 연도 : 2011 페이지 : pp. 101-125 (25 pages)

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This study proposes an integration strategy regarding the efficient prediction of hotel bankruptcy by combining data mining techniques. In particular, by combining support vector machine(SVM) and neural network(NN), SVM based NN hybrid model for hotel bankruptcy prediction is newly introduced in this study. In the experiments on Korea deluxe hotel data, SVM-NN hybrid model achieves a performance accuracy of 96.34%, which is better than that of stand-alone classifiers. The hybrid model performs better in the grey area where some bankrupt hotels appear to be less financially distressed. The results suggest that debt-burdened hotels with low profit margin and ordinary income margin as well as lower growth in asset are more likely to be candidates of bankruptcy. Accurate bankruptcy prediction usually brings into many benefits such as risk reduction in investment return, better monitoring, and an increase in profit. Limitations of the study and avenue for future research directions are also discussed at the end.

8외식 프랜차이즈관계에서 지배구조, 갈등, 성과와의 관계

저자 : 전형민 ( Young Min Jun ) , 김영국 ( Young Gook Kim )

발행기관 : 한국관광학회 간행물 : 관광학연구 35권 8호 발행 연도 : 2011 페이지 : pp. 127-143 (17 pages)

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This study was to investigate the impact of types of governance structural on the reduction of conflict between the two parties of franchiser and franchisee and increase of business performance of franchiser. Based on previous study, governance structure between franchiser and franchisee were conceptualized in terms of contractual governance and relational governance. Also, a structural model which contained five research hypotheses between the two types of governance structure and the other constructs were developed. Data were collected from 206 restaurant franchisees in the Seoul and Kyunggi area. Results of structural equation model analysis indicated that contractual governance positively influenced on the reduction of conflicts and increase of franchisees business performance. Results also showed that the relational governance was found to be positively associated with the business performance and the reduction of conflicts. Results from this study suggest that relational governance and contractual governance function as complements in minimizing conflicts and improving performance in franchise organization. Implications of the results and limitations of the study were also discussed.

9외식고객의 블로그 이용행태와 서비스 품질 차원 연구

저자 : 이선령 ( Sun Lyung Lee ) , 윤혜현 ( Hye Hyun Yoon ) , 남궁영 ( Kung Young Nam )

발행기관 : 한국관광학회 간행물 : 관광학연구 35권 8호 발행 연도 : 2011 페이지 : pp. 145-162 (18 pages)

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Blog marketing has become an important part of the hospitality industry. Recognizing the vital role blogs play in restaurant online-communication, this study attempts to 1) identify the dimensions of blog service quality in the restaurant industry and 2) assess the effects of these dimensions on overall blog usage satisfaction. A total of 293 samples were conveniently selected from people in their 20s and 30s because they were the majority of internet users. The results of a factor analysis identified five service quality dimensions of blogs: information, design, interactivity, reliability, and technology. Regression analysis was used to determine the relative importance of the blog service quality dimensions. The results showed that out of the five dimensions of blog service quality information, design, reliability, and technology had positive significant effects on overall blog usage satisfaction respectively. Implications of this study were also discussed.

10외식서비스 실패 상황의 회복 공정성 인식이 만족, 사후 행동의도에 미치는 영향 -구조모형을 통한 전환 장벽의 조절효과 검증-

저자 : 이영란 ( Young Ran Lee ) , 조문수 ( Moon Soo Cho )

발행기관 : 한국관광학회 간행물 : 관광학연구 35권 8호 발행 연도 : 2011 페이지 : pp. 163-182 (20 pages)

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This study examined the effects of customers` perception of service recovery justice on their satisfaction and future behavior intention in the context of food service industry. Based on previous study, recover justice perception was conceptualized in terms of procedural justice, distributive justice, and interactional justice. Switching barrier was measured in terms of positive and negative aspects of switching customers` primary restaurant. Data were collected from 308 college students who took food service related courses and experiences service failure and recovery from June to July, 2010. Results showed that the respondents` perception on the distributive and interactional justice were positively associated with their level of satisfaction. In addition, negative switching barrier played a moderating role between the perceived distributive/interactional justice and satisfaction Results also showed that positive switching barrier played a moderating role between satisfaction and future behavioral intentions.

123
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