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한국호텔관광학회> 호텔관광연구> 호텔리어의 커뮤니케이션이 고객의 감정반응, 고객만족과 행동의도에 미치는 영향: 부산지역 호텔 이용고객대상으로

KCI등재

호텔리어의 커뮤니케이션이 고객의 감정반응, 고객만족과 행동의도에 미치는 영향: 부산지역 호텔 이용고객대상으로

The Impact of the hotelier communication style on customer`s emotional response, customer satisfaction and behavioral intentions: to target customers in Busan hotel

이형주 ( Hyung Ju Lee ) , 현성협 ( Sung Hyup Hyun )
  • : 한국호텔관광학회
  • : 호텔관광연구 52권0호
  • : 연속간행물
  • : 2014년 01월
  • : 141-166(26pages)

DOI


목차

Ⅰ. 서 론
Ⅱ. 이론적 배경
Ⅲ. 연구 설계 및 조사방법
Ⅳ. 실증분석
Ⅴ. 결 론
참고문헌

키워드 보기


초록 보기


						
By the development of economy and the improvement of living standards, more and more people are making request for the quality of higher life. Service industry, especially concerned with hotel, has been one of the most important factors of modern life. Today, hotels are attempting to attract more customers by providing various services for hotel firms` financial performance. Especially, of many areas in the hotel business, the service is being emphasized as an important factor for business success, and it has been confirmed that the verbal communication and non-verbal communication of service provider become fundamental factors of service to satisfy hotel customers. 1) The primary aim of this study is to examine the influence of the hotelier`s communication on the emotional response, satisfaction and behavioral intention of the customers. 300 questionnaires were distributed to the hotel customers, and among them, 210 questionnaires were collected. To empirically test a proposed model, we employed SPSS 18.0 and carried out exploratory factor analysis and multi regression analysis. As a result of the data analysis, research findings showed that there were two dimensions of verbal communication(staff-led and customer-led communication) and four dimensions of non-verbal communication(proxemics, paralanguage, physical appearance and kinetics). The verbal and non-verbal communication of the hotelier impacts on both customers` positive and negative emotional responses at service encounter. This phenomenon is based on the theory of emotional contagion that one`s positive and emotional expression causes its counterpart to have a similar emotional experience. In addition, the influences of positive and negative emotional response on customers` satisfaction and behavioral intentions are significant. This study provides meaningful knowledge for the hotel industry in terms of communication importance toward customer`s emotional response, satisfaction and behavioral intention. As a result, this study offers instructive meanings for the management to service design, staff training andeducation to operate effective and successful business. Hotel managers need to recognize the role of service providers` communication at service encounter, and they should conduct communication strategies depending on service typology.

UCI(KEPA)

I410-ECN-0102-2015-300-000460157

간행물정보

  • : 사회과학분야  > 관광학
  • : KCI등재
  • :
  • : 계간
  • : 1229-3482
  • :
  • : 학술지
  • : 연속간행물
  • : 1999-2019
  • : 1381


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1관광펜션의 웹사이트 신뢰형성요인과 신뢰도, 구매의도 및 만족도와의 관계 연구

저자 : 김연선 ( Yeon Sun Kim )

발행기관 : 한국호텔관광학회 간행물 : 호텔관광연구 52권 0호 발행 연도 : 2014 페이지 : pp. 1-17 (17 pages)

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This study investigated the effects of web-site trust formulation factor about a pensions guest behaviors. A survey was conducted through from January 10 to March 30, 2012. A total of 300 questionnaires were distributed and 229 questionnaires were used for data analyses. This study intended (1) to identify the dimensions of trust formulation factor about a pension web-site by factor analysis, (2) to analyze the dimensions of reliability, purchase intention and satisfaction. This study also examined ① the effects of trust formulation factor a pension web-site on reliability, ② the effects of reliability on purchase intention and satisfaction. The results of this study revealed that First, positive effects were found between the trust formulation factor about a pension and some dimensions of reliability, Second, reliability had a positive relationship with purchase intention and satisfaction.

2국가 이미지가 관광지태도 및 방문의도에 미치는 후광효과: 미얀마를 중심으로

저자 : 키칸소 ( Khine Soe Kay ) , 이계희 ( Gye Hee Lee ) , 이경남 ( Kyung Nam Lee )

발행기관 : 한국호텔관광학회 간행물 : 호텔관광연구 52권 0호 발행 연도 : 2014 페이지 : pp. 18-40 (23 pages)

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The purpose of this study is to examine the Halo effect of country image affecting potential visitors` attitudes and intention to visit Myanmar for leisure trip. The data of this study were collected using survey method from Koreans and international visitors in Seoul. Regression analyses were performed to test hypotheses. In this study, the country image has been divided into 3 factors - national system, cultural, economics and 2 destination attitude factors, cognitive attitude and emotional attitude. The results of this study revealed that country image of Myanmar explicitly exerts Halo effect on the attitudes toward Myanmar as a tourism destination on both cognitive and emotional levels, and intention to visit. Positive destination attitudes increase destination awareness, indirectly affecting intention to visit the country. Concerning attitude, this study found that the cognitive attitude does not affect awareness of destination, while emotional attitude influences awareness positively. Then, awareness of destination explained significant portion of the variance of intention to visit. The Halo effect model of country image seemed to work well in explaining destination visit intention. Some practical implications for Myanmar tourism destination marketers and future study direction were discussed.

3역사주제공원의 서비스환경이 기억, 만족과 충성도에 미치는 영향: 한국민속촌을 중심으로

저자 : 김수현 ( Su Hyun Kim ) , 이우진 ( Woo Jin Lee )

발행기관 : 한국호텔관광학회 간행물 : 호텔관광연구 52권 0호 발행 연도 : 2014 페이지 : pp. 41-58 (18 pages)

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This study aims to investigate the impact of the service environment of historical theme park on memory, satisfaction and loyalty. More specifically, this study adopts service environment of historical theme park, in order to examine the underlying relationships among memory, satisfaction and loyalty. Factor analyses were performed to identify the service environment of historical theme park. A structural equation modeling was utilized to measure the mediating effect of memory. An on-site survey was conducted with visitor who visited Korean fork village in yongin. SPSS 18.0 and Amos 18.0 were used with the 393 data collected. The results indicates that (1) the service environment of historical theme park consists of esthetic factors, convenience factors, availability factor, accessibility factor and human service factors, (2) Esthetic factors showed the most significant impact on memory and (3) Memory of the service environment on historical theme park showed the impact on satisfaction and loyalty.

4여가경험에서의 플로우는 심리적 행복감에 영향을 미치는가? -플로우, 몰입, 그리고 심리적 행복감을 중심으로

저자 : 황희정 ( Hee Jeong Hwang )

발행기관 : 한국호텔관광학회 간행물 : 호텔관광연구 52권 0호 발행 연도 : 2014 페이지 : pp. 59-81 (23 pages)

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The purpose of the study was to analyse the formation of psychological happiness through the leisure experience. From the previous researches showed that the concept of flow is the essential in the leisure experience also it was supported that flow experience provides happiness. However, the leisure experience was operated by not only flow experience but also a variety of factors thus leisure needs to understand in the context of life. Moreover, there were not empirical researches that support relationships between flow and happiness. Therefore the research focused the concepts of flow and commitment in the leisure experience as well as it analysed how leisure experience influences on psychological happiness. As the result showed that flow is not directly impacted on psychological happiness but commitment has a positive effect on psychological happiness. However, the result of analysis further showed that flow is indirectly impacted on psychological happiness when it mediates leisure commitment. As it could be stated, continuance of leisure activities and meaning of leisure in the life are more meaningful to psychological happiness rather than the momentary flow state. Furthermore in order for formating psychological happiness through the flow experience it is important to continue regular experience of the leisure. To sum up, discussion on the happiness in the leisure society the quality of the leisure experience and continuous leisure experience should be comprehensive.

5세분시장별 휴양관광지 선호도 분석 -인도양/남태평양 부근의 휴양지 중심으로-

저자 : 문혜영 ( Hye Young Moon ) , 김범진 ( Beom Jin Kim ) , 이승연 ( Seung Yeon Lee )

발행기관 : 한국호텔관광학회 간행물 : 호텔관광연구 52권 0호 발행 연도 : 2014 페이지 : pp. 82-96 (15 pages)

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The purpose of this study was to survey tourists` demand for resort destinations and examine the differences in preference levels among selected five resort destinations in the vicinity(Maldives, Seychelles, Mauritius, New Caledonia, Tahiti) of the Indian Ocean/the South Pacific by the characteristic of tourists(demographic characteristics and travel behavioral characteristics). In addition, competition analysis was conducted through the elements of the five resorts destination; awareness, accessibility, and preference. The results of analyses according to the study task are set forth as follows. First, among tourism activities expected from resort destinations, ``recuperation and rest`` were the most preferred followed by, ``island tours`` and ``city-sightseeing and shopping`` in order of precedence. Second, among demographic characteristics, marriage statuses and age groups were shown to be significantly related to grounds for market segmentation which is related to preference for resort destinations. Third, the awareness, accessibility, and visitation rates of the five resort destinations were examined. According to the results, tourists perceived psychological distances to resorts with higher awareness to be shorter and showed high visitation rates accordingly(e.g., Maldives and New Caledonia).

6중국관광객의 한류문화친숙도가 향토음식 소비행동의도에 미치는 영향 -계획행동이론을 기반으로-

저자 : 이양희 ( Yang Hee Lee ) , 박대환 ( Dae Hwan Park )

발행기관 : 한국호텔관광학회 간행물 : 호텔관광연구 52권 0호 발행 연도 : 2014 페이지 : pp. 97-117 (21 pages)

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This study is to examine how the intimacy with the Korean Wave influences Chinese tourists` consuming behavioral intentions, as well as their subjective norm, attitude, and perceived behavior control during the acceptance process of information and service about Korean food. This research is based on the theoretical background that the importance of Chinese tourism market is recently emerging and is applied the theory of planned behavior to Chinese tourists. This research shows that even though foods can be one of important factors for tourists to visit the region, consumption attitude towards local foods does not have influence on consuming behavioral intentions. Plus, Chinese tourists` perceived behavior control has also no influence on behavioral intentions for Korean foods are not affected by their visiting frequency, but by hygiene of the restaurant. This study suggests that the intimacy with the Korean Wave is continuously needed to be managed since Chinese students who study in Korea are also considered and they economically belong to the class of people who have a power of propagation. The AMOS 18.0 was used for an analysis.

7호텔접점직원의 정치기술과 감정고갈: 조직정치지각의 매개역할

저자 : 김태구 ( Tae Goo Kim ) , 김범진 ( Boem Jin Kim )

발행기관 : 한국호텔관광학회 간행물 : 호텔관광연구 52권 0호 발행 연도 : 2014 페이지 : pp. 118-140 (23 pages)

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The purpose of this study is to investigate perceptions of organizational politics as a mediator of the effect of political skill on emotional exhaustion among frontline hotel employees. Data were gathered from a sample of 346 full-time frontline employees of the 17 five-star hotels in Seoul, Korea with a time lag of one month (i.e., two waves of data collection) in order to reduce potential common method bias. In the first-wave survey (T1: February 2013), employees reported their degree of political skill and the perceptions of organizational politics. In the second-wave survey (T2: March 2013), employees who returned the complete first-wave questionnaires reported their emotional exhaustion. The hypothesized relationships were tested through a structural equation modeling. The results showed that political skill reduce the perceptions of organizational politics, which in turn intensify emotional exhaustion. As expected, political skill reduce emotional exhaustion. The perceptions of organizational politics therefore partially mediate the effects of political skill on emotional exhaustion. The study concludes with discussions of the empirical findings, managerial implications, and limitations and future research avenues are also offered.

8호텔리어의 커뮤니케이션이 고객의 감정반응, 고객만족과 행동의도에 미치는 영향: 부산지역 호텔 이용고객대상으로

저자 : 이형주 ( Hyung Ju Lee ) , 현성협 ( Sung Hyup Hyun )

발행기관 : 한국호텔관광학회 간행물 : 호텔관광연구 52권 0호 발행 연도 : 2014 페이지 : pp. 141-166 (26 pages)

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(기관인증 필요)

초록보기

By the development of economy and the improvement of living standards, more and more people are making request for the quality of higher life. Service industry, especially concerned with hotel, has been one of the most important factors of modern life. Today, hotels are attempting to attract more customers by providing various services for hotel firms` financial performance. Especially, of many areas in the hotel business, the service is being emphasized as an important factor for business success, and it has been confirmed that the verbal communication and non-verbal communication of service provider become fundamental factors of service to satisfy hotel customers. 1) The primary aim of this study is to examine the influence of the hotelier`s communication on the emotional response, satisfaction and behavioral intention of the customers. 300 questionnaires were distributed to the hotel customers, and among them, 210 questionnaires were collected. To empirically test a proposed model, we employed SPSS 18.0 and carried out exploratory factor analysis and multi regression analysis. As a result of the data analysis, research findings showed that there were two dimensions of verbal communication(staff-led and customer-led communication) and four dimensions of non-verbal communication(proxemics, paralanguage, physical appearance and kinetics). The verbal and non-verbal communication of the hotelier impacts on both customers` positive and negative emotional responses at service encounter. This phenomenon is based on the theory of emotional contagion that one`s positive and emotional expression causes its counterpart to have a similar emotional experience. In addition, the influences of positive and negative emotional response on customers` satisfaction and behavioral intentions are significant. This study provides meaningful knowledge for the hotel industry in terms of communication importance toward customer`s emotional response, satisfaction and behavioral intention. As a result, this study offers instructive meanings for the management to service design, staff training andeducation to operate effective and successful business. Hotel managers need to recognize the role of service providers` communication at service encounter, and they should conduct communication strategies depending on service typology.

9호텔기업의 펀 경영이 조직유효성에 미치는 영향

저자 : 권한조 ( Han Jo Kwon ) , 장현종 ( Hyun Jong Jang )

발행기관 : 한국호텔관광학회 간행물 : 호텔관광연구 52권 0호 발행 연도 : 2014 페이지 : pp. 167-182 (16 pages)

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This study is to analyze how to impact on organization effectiveness by fun management. In order to research, from August 15th to September 15th in 2012, questionaries were distributed to 150 working employees at five star hotels in Seoul Metropolitan Area, then used 145 for data analysis. research findings as follows; job satisfaction, organizational commitment and turnover intention were influenced by fun leadership and fun climate. on the other hand, fun event has no significant results on dependent variables. namely, in case of fun event, hotel should make an effort to have employees feel supported. The implication of this study is that hotel enterprises could be capable of gaining predominance in competition if they adopted fun management as a new management technique. especially, it is founded that a smile, a humor and a praise are important factors for employees to be loyal to hotel enterprises. additionally, investing human, material resources and various communications are required for fun climate.

10호텔기업의 내부서비스품질이 종사원만족과 CS활동에 미치는 영향

저자 : 최영환 ( Young Hwan Choi )

발행기관 : 한국호텔관광학회 간행물 : 호텔관광연구 52권 0호 발행 연도 : 2014 페이지 : pp. 183-199 (17 pages)

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The purpose of this study is to investigate relationships of internal service quality, employee`s Satisfaction, CS Activity. The SPSS 15.0 and AMOS 7.0 ware utilized for the data positivistic analysis. The specific findings are as follows; First, as a result of the analysis for credibility and validity in regard to the research unit. Secondly, after analyzing the influence of the internal service quality on the employee`s Satisfaction, it has been confirmed that there is a significant level of positive (+) influence. Thirdly, sympathetic responsiveness factot and assurance factor influence on CS Activity but physical tangibility factor was not. Fourthly, after analyzing the influence of the internal support satisfaction factor on the CS Activity, it has been confirmed that there is a significant positive (+) influence. but physical tangibility factor was not. This study concluded with more managerial implications for managers and future research directions.

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