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한국호텔리조트학회(구 한국호텔리조트카지노산학학회)> 호텔리조트연구> 동계올림픽 개최지역의 외식업소 서비스품질 인식에 관한 연구 - 강릉시 방문객을 대상으로 -

KCI후보

동계올림픽 개최지역의 외식업소 서비스품질 인식에 관한 연구 - 강릉시 방문객을 대상으로 -

A Study on The Service Quality Recognition of Restaurants in The Olympic Winter Games - Focused on Visitors of Gangneung -

최웅 ( Choi Woong )
  • : 한국호텔리조트학회(구 한국호텔리조트카지노산학학회)
  • : 호텔리조트연구 16권1호
  • : 연속간행물
  • : 2017년 02월
  • : 241-258(18pages)

DOI


목차


					

키워드 보기


초록 보기

The purpose of this study is to investigate service quality of restaurants in Gangneung because many domestic and foreign tourists will visit to Gangneung which is the heart of Olympic Winter Games PyeongChang 2018. The data were collected from August 1st, 2016 to August 20th, 2016. Implications are as follows: First, considering that the factor having the greatest influence on customer satisfaction among service quality factors shows the importance of employees` attitude, speeches, appearances, clothes, etc. as service encounter, it is necessary that for the long-term development of Gangneung region`s food service industry, there should be a continuous education and management for employees` customer- oriented service mind. The second finding is that service quality positively influenced customer satisfaction and behavioral intentions. The third finding is that customer sat-isfaction was a intervening variable between customer satisfaction and behavioral intentions.

ECN

I410-ECN-0102-2018-300-000446780


UCI

I410-ECN-0102-2018-300-000446780

간행물정보

  • : 사회과학분야  > 경영학
  • : KCI 등재
  • : -
  • : 계간
  • : 1598-7760
  • :
  • : 학술지
  • : 연속간행물
  • : 2003-2018
  • : 678


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발행기관 최신논문
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1호텔기업의 창조경영을 기반으로 한 지속가능경영활동이 경쟁우위 및 경영성과에 미치는 영향

저자 : 박종철 ( Park Jong-chul ) , 권봉헌 ( Kwon Bong-heon )

발행기관 : 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 간행물 : 호텔리조트연구 16권 1호 발행 연도 : 2017 페이지 : pp. 5-28 (24 pages)

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The purpose of this study is to test the structural relationships of creativity management, sustainability management activity, competitive advantage and business performance among the Hotel industry. To accomplish the study goal, a field survey was conducted by the customers in the Deluxe Hotel in Seoul area. The statistical tools to be undertaken in this research were frequency analysis, exploratory factor analysis, reliability analysis, correlation analysis, confirmatory factor analysis, and covariance analysis using the statistical package of SPSS(12.0) and AMOS(6.0). The results of this study were summarized as follows; First, all of the promotion factors, major activities positively affect on the level of hotel enterprise sustainability management activity, competitive advantage and the level of business performance. Second, economic sustainability, environmental sustainability has a significantly positive effect on the competitive advantage. Third, economic sustainability, environmaetal sustainability has a significantly positive effect on the business performance. At the last chapter, the paper concludes with discussions and the managerial implications for the effective industries policies.

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The aim of this research was to investigate the Positive psychological capital as it was perceived by hotel food and beverage employees and to examine the effects of the perceived job engagement on organizational commitment, organizational citizen behavior and job burnout. Data were collected from hotel food and beverage employees at 10 five star hotels in Seoul. A total of 232 samples were finally used for the analysis. The statistical tools to be undertaken this research were frequency analysis, confirmatory factor analysis and discriminant validity analysis using the statistical package of SPSS(18.0) and AMOS(18.0). The results of the analysis showed that perceived Positive psychological capital had significant effect on organizational commitment while the organizational citizen behavior and job burnout did not. The results also indicated that job engagement had significant effect on organizational commitment, organizational citizen behavior and job burnout. Practical implications and limitation of the study are discussed within.

3호텔 아웃소싱 직원의 직무만족과 조직몰입과의 관계 - 경영방식이 다른 특1급 호텔을 중심으로 -

저자 : 박영기 ( Park Young-ki ) , 박재성 ( Park Je-seung ) , 이상희 ( Lee Sang-hee )

발행기관 : 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 간행물 : 호텔리조트연구 16권 1호 발행 연도 : 2017 페이지 : pp. 53-68 (16 pages)

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This study purposes to analyze the relationship between work satisfaction and organizational commitment recognized by outsourcing employees working at a hotel, and the differences between management method of chain and non-chain hotels to drag practical implications to effectively manage outsourcing employees who would work at various departments of hotels in the future, and to propose the improvement measures. The summary of the analysis and result through hypothesis verification are as follows. First of all, for the general characteristics of a sample, the age group of outsourcing employees was mostly 40s and 50s, and females were more than male in gender. Second, the work satisfaction had an effect to the organizational commitment for the relationship between work satisfaction and organizational commitment of outsourcing employees. That is, interest in work, opportunity for promotion, psychological stability and working environment had an effect to an organization concentration. Third, the difference in work satisfaction of chain and non-chain outsourcing employees with different management method showed higher work satisfaction from chain hotel employees, however, higher work satisfaction in the working environment and psychological stability were high from non-chain hotel employees.

4호텔 감정노동을 고려한 호텔서비스 매뉴얼 연구

저자 : 김혁수 ( Kim Hyuk-soo )

발행기관 : 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 간행물 : 호텔리조트연구 16권 1호 발행 연도 : 2017 페이지 : pp. 69-83 (15 pages)

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It is hard to deny that there has been an accident that I thought to be the best service management by keeping the surface behavior (service standard rules) strictly emphasized strictly to the detailed behavior of the hotel service manual. However, it is necessary to change and complement the establishment of service management and service manuals in the hotel industry in an environment where emotional labor problems of emotional workers such as customers are becoming social problems and industrial safety health laws are also being enacted. is. Until now, there have been a lot of researches on the emotional labor, but there is no study on the service rules considering emotional labor problems applicable in the hotel business. For the emotional labor problem, which has been presented continuously and is being brought to the society in recent years, it has been suggested that the compulsory adherence to the over-quantified service standard manual in the hotel industry may induce the employee to feel the emotional labor problem. Analysis as perspective dimension also needs to be studied. Through the self-leadership concept and education program introduced, the empathy can be expressed by the emotions of the customers who correspond to the inner workings of the emotional labor methods, and it is possible to express their feelings, and further the confidence and self-efficacy in the customer service work, And suggests implications for service manuals, training, and evaluation..

5여행업의 가족 친화적 정책이 종사원의 직무만족과 조직 몰입 및 이직의도에 미치는 영향

저자 : 천덕희 ( Cheon Deok-hee ) , 서정원 ( Seo Jung-won )

발행기관 : 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 간행물 : 호텔리조트연구 16권 1호 발행 연도 : 2017 페이지 : pp. 85-98 (14 pages)

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This paper aims to examine the effects of family-friendly policies on job satisfaction, organizational commitment and turnover intention for travel agency workers. For a survey was conducted with big sized travel agencies` workers and total of 239 responses were used for the analysis. The results of factor analysis show that family-friendly policies, job satisfaction, organizational commitment and turnover intention were classified into a single dimension. The results of the hypothesis showed that family-friendly policies had positive effects on job satisfaction and organizational commitment. Job satisfaction had positive an effect on organizational commitment and a negative effect on turnover intention. Also organizational commitment had a negative effect on turnover intention significantly.

6여행업 종사원의 직무스트레스가 서비스회복노력에 미치는 영향 - 자아효능감의 매개효과를 중심으로 -

저자 : 이강욱 ( Lee Kang-wook ) , 지명원 ( Chi Myong-won )

발행기관 : 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 간행물 : 호텔리조트연구 16권 1호 발행 연도 : 2017 페이지 : pp. 99-117 (19 pages)

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The purpose of this study was to investigate the relationship among job stress, service recovery effort and self-efficiency of travel agency employees, and to identify the mediated effects of self efficiency on the relationship between job stress and service recovery effort. For the empirical study, 262 valid questionnaires were collected and analysed to test the relationship of variables used in this study. Results of the study showed that job stress significantly influenced service recovery effort and self-efficiency of employees. Also, it is identified that service recovery effort is influenced by self-efficiency of employees. In addition, the results revealed that self-efficiency have a partial mediated effect on relationship between job stress and service recovery effort. From these results, we can expected that strong job stress of employees lead to weak service recovery effort and self-efficiency. Higher Self-efficiency, on the other hand, lead to more active service recovery efforts. Also, Self efficiency relieve the negative impact of job stress on service recovery effort of employees.

7해외박람회 전문여행사 웹사이트의 E-서비스품질이 신뢰와 만족 및 구매의도에 미치는 영향

저자 : 김경희 ( Kim Kyung-hee )

발행기관 : 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 간행물 : 호텔리조트연구 16권 1호 발행 연도 : 2017 페이지 : pp. 119-136 (18 pages)

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This study is aims to examine the effects of the website`s e-Service Quality of Exhibition Travel Agencies on Trust, Satisfaction and Purchase Intention. To achieve the purpose, the questionnaires, total 180, were distributed for 2 weeks to users who have experienced visiting websites of Exhibition Travel Agencies and purhcasing the travel products but finally 173 valid samples were analyzed by SPSS for window Ver 21.0. The following results were obtained. First, the three factors, `informative`, `responsiveness`, `security`, were drawn by factor analysis for the website`s e-service quality of exhibition travel agencies scale. Second, these three factors in e-service quality effected on trust. It means that the higher the website`s e-service quality, the higher the trust. Third, trust effects on satisfaction and purchase intention too. Directions for further research on e-service quality of travel agency are offered. Managerial implications stemming from the empirical findings about this study are also discussed.

8리더십 유형에 따른 항공사 조직 구성원의 상사신뢰와 혁신행동의 관계 연구

저자 : 박승식 ( Park Seung-sik ) , 석창권 ( Seok Chang-kwon )

발행기관 : 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 간행물 : 호텔리조트연구 16권 1호 발행 연도 : 2017 페이지 : pp. 137-150 (14 pages)

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The objective of this study is to examine the relationship of Airline employee`s supervisor trust and innovative behavior related the two type of leadership - transformational leadership and servant leadership. This study used a self-administered questionnaire to airline ground staffs from two national carriers and a total of 255 questionnaires were used for analysis. The results show that both leaderships have effect on employee`s supervisor trust. However servant leadership has stronger effect toward supervisors than transformational leadership. It means the changing times are encouraging the leader to take care of their staffs sincerely rather than reign over their team. Furthermore it was found that employee`s supervisor trust and innovative behavior were related positively. Therefore airline team managers or supervisors need both transformational and servant leadership in order to secure trust from their subordinate or colleague. The trust will derive employee`s innovative behavior and consequently it will enhance their business performance.

9항공사 브랜드의 원산지이미지 효과에 관한 연구 - 소비자 자민족중심주의를 중심으로 한 중국과 일본관광객 간의 비교 -

저자 : 안대천 ( An Dae-chun ) , 김미정 ( Kim Mi-jeong ) , 왕진 ( Wang Chen )

발행기관 : 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 간행물 : 호텔리조트연구 16권 1호 발행 연도 : 2017 페이지 : pp. 151-173 (23 pages)

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This study examines the structural relationships between consumer ethnocentrism, brand image of country of origin, brand attitude, and purchase intention of airline services. The difference in consumer ethnocentrism and its effect on brand image of country of origin is also examined between Chinese and Japanese tourists in Korea. The results from a sample of 400 potential tourists show that ethnocentrism influences brand image of country of origin, which in turn influences brand attitude and purchase intention. In addition, Chinese and Japanese tourists differ in the degree of ethnocentrism and its effect on brand image of country of origin. These findings suggest that airline marketers should recognize the role of consumer ethnocentrism in the development of brand image of country origin and the cross-cultural difference in the effect of ethnocentrism between China and Japan. Ethnocentrism-based customized marketing strategies are recommended for airline market-ers, too.

10항공사 객실승무원의 셀프리더십이 서비스유연성과 긍정정서표현에 미치는 영향

저자 : 이종호 ( Lee Chong-ho )

발행기관 : 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 간행물 : 호텔리조트연구 16권 1호 발행 연도 : 2017 페이지 : pp. 175-196 (22 pages)

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The purpose of this study was to investigate the effect of flight attendants` self-leadership on service flexibility and positive emotional displays. Data was obtained from a survey of 228 flight attendants of a major airline company in South Korea. The results were as follows: self-leadership and service flexibility had a significant effect on positive emotional displays. Service flexibility enhanced positive emotional displays. Further service flexibility were found to partially mediate the relationship between self-leadership and positive emotional displays. These results suggest that service organizations such as airline companies should consider how to magnify the self-leadership of employees in order to improve their overall service flexibility and positive emotional displays.

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한국항공경영학회지
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보험학회지
1권 0호(1964) ~ 114권 0호 (2018)

인터넷비즈니스 연구
1권 1호(2000) ~ 18권 1호 (2017)

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해운물류연구
1권 0호(1984) ~ 98권 0호 (2018)

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재무관리연구
1권 1호(1985) ~ 35권 1호 (2018)

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금융공학연구
1권 0호(2002) ~ 17권 1호 (2018)

지방재정
2001권 1호(2001) ~ 2018권 1호 (2018)

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의료경영학연구
1권 1호(2007) ~ 12권 1호 (2018)

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품질경영학회지
1권 1호(1966) ~ 46권 1호 (2018)

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기업교육과 인재연구
1권 1호(1998) ~ 20권 1호 (2018)

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리스크 관리연구
1권 0호(1990) ~ 29권 1호 (2018)

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기업가정신과 벤처연구(JSBI)(구 벤처경영연구)
1권 1호(1998) ~ 20권 4호 (2018)

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Asian Steel Watch
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CHINDIA Plus
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