논문 상세보기

한국호텔리조트학회(구 한국호텔리조트카지노산학학회)> 호텔리조트연구> 호텔 기술기반 셀프서비스(TBSS)에 대한 고객의 감정적 반응 및 이용의도에 관한 연구

KCI등재

호텔 기술기반 셀프서비스(TBSS)에 대한 고객의 감정적 반응 및 이용의도에 관한 연구

The Effect of Technology-Based Self-Service(TBSS) on Customers' Emotional Reaction and Intention to Use in Hotel Industry

이수희 ( Lee Soo-hee )
  • : 한국호텔리조트학회(구 한국호텔리조트카지노산학학회)
  • : 호텔리조트연구 18권4호
  • : 연속간행물
  • : 2019년 11월
  • : 5-24(20pages)

DOI


목차

Ⅰ. 서 론
Ⅱ. 이론적 고찰
Ⅲ. 연구 설계
Ⅳ. 분석결과
Ⅴ. 결론 및 제언
참고문헌

키워드 보기


초록 보기


						
The purpose of the study was to analyze the effect of technology-based self-service in hotels on customers' emotional reaction and intention to use. In total, 211 validated questionnaires were analyzed by customers who experience technology-based self-service of hotels such as hotel websites, mobile applications, hotel check in/check out kiosks, keyless programs, AI services, AI concierges in the last year. These results are based on research, and the outcomes are as follows: First, it was shown that Technology-Base Self-Service Factors(perceived usefulness, perceived ease of use, enjoyment, and self-control) had significant effect on customers' emotional reaction. All four factors about TBSS were positively related to customers' positive reaction. Among them, perceived usefulness were the most important factor when customer use TBSS in the hotel industry. Second, perceived ease of use was analyzed as the most important factor effecting on customers' negative reaction to TBSS in hotel industry. If hotel managers want to lower customers' negative reations, they have to make customers easy accessed to TBSS first. It also includes that customers can use TBSS easily when they search information, buy services and products. Third, customers' emotional reaction had significant effect on intention to use. When customers get negative feelings about TBSS, they do not want to use it again and they speak negative word of mouth. That's why hotel managers are keen to analyze customers' emotional feelings when they use TBSS without hotel service employees.

UCI(KEPA)

간행물정보

  • : 사회과학분야  > 경영학
  • : KCI등재
  • :
  • : 계간
  • : 1598-7760
  • :
  • : 학술지
  • : 연속간행물
  • : 2003-2020
  • : 839


저작권 안내

한국학술정보㈜의 모든 학술 자료는 각 학회 및 기관과 저작권 계약을 통해 제공하고 있습니다.

이에 본 자료를 상업적 이용, 무단 배포 등 불법적으로 이용할 시에는 저작권법 및 관계법령에 따른 책임을 질 수 있습니다.

발행기관 최신논문
| | | | 다운로드

1호텔 기술기반 셀프서비스(TBSS)에 대한 고객의 감정적 반응 및 이용의도에 관한 연구

저자 : 이수희 ( Lee Soo-hee )

발행기관 : 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 간행물 : 호텔리조트연구 18권 4호 발행 연도 : 2019 페이지 : pp. 5-24 (20 pages)

다운로드

(기관인증 필요)

초록보기

The purpose of the study was to analyze the effect of technology-based self-service in hotels on customers' emotional reaction and intention to use. In total, 211 validated questionnaires were analyzed by customers who experience technology-based self-service of hotels such as hotel websites, mobile applications, hotel check in/check out kiosks, keyless programs, AI services, AI concierges in the last year. These results are based on research, and the outcomes are as follows: First, it was shown that Technology-Base Self-Service Factors(perceived usefulness, perceived ease of use, enjoyment, and self-control) had significant effect on customers' emotional reaction. All four factors about TBSS were positively related to customers' positive reaction. Among them, perceived usefulness were the most important factor when customer use TBSS in the hotel industry. Second, perceived ease of use was analyzed as the most important factor effecting on customers' negative reaction to TBSS in hotel industry. If hotel managers want to lower customers' negative reations, they have to make customers easy accessed to TBSS first. It also includes that customers can use TBSS easily when they search information, buy services and products. Third, customers' emotional reaction had significant effect on intention to use. When customers get negative feelings about TBSS, they do not want to use it again and they speak negative word of mouth. That's why hotel managers are keen to analyze customers' emotional feelings when they use TBSS without hotel service employees.

2경영과학적 관점에서 살펴본 호텔의 운영 효율성과 수익 효율성 분석

저자 : 김현정 ( Kim Hyun-jung )

발행기관 : 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 간행물 : 호텔리조트연구 18권 4호 발행 연도 : 2019 페이지 : pp. 25-41 (17 pages)

다운로드

(기관인증 필요)

초록보기

This study classifies management efficiency into operational efficiency and profitability efficiency by using two-stage DEA (data envelopment analysis) for domestic hotels from first grade to fifth grade. For this purpose, a total of 25 hotels were selected, and the 2018 audit report and company profile data of the Financial Supervisory Service's DART (data analysis, retrieval and transfer system) were used. The results are as follows. Overall, domestic hotels are more urgent to improve profitability efficiency than operational efficiency. Specifically, this study compared how much utilization should be improved by hotel class in terms of operational efficiency. In terms of profitability efficiency, this study analyzed how much sales and net income should be improved by hotel class. This study expands the scope of previous studies by dividing management efficiency into operational efficiency and profitability efficiency of domestic hotels using two-stage DEA. In addition, this study suggests various management strategies for improving the efficiency of the hotel industry by analyzing all the hotels from first grade to fifth grade, not limited to the luxury hotels. Finally, the managers of each hotel can use the analysis results of this study to find out what to focus on between operational efficiency and profitability efficiency.

3비즈니스 여행자를 위한 중저가호텔 선택속성에 따른 만족도, 행동의도 영향관계 연구 - 대전지역 호텔을 중심으로 -

저자 : 고유민 ( Ko Yoo-min ) , 홍민정 ( Hong Min-jung )

발행기관 : 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 간행물 : 호텔리조트연구 18권 4호 발행 연도 : 2019 페이지 : pp. 43-61 (19 pages)

다운로드

(기관인증 필요)

초록보기

This study is based on previous researches related to budget hotels, selection attributes and behavioral intentions, and direct experiences and management data and surveys on budget hotels. The purpose of this study was to identify the relations of behavioral intentions and to use the results to suggest ways to improve and revitalize budget hotels in Daejeon. According to the analysis result, the selection attribute of budget hotels affects customer satisfaction, indicating that price is the most influential factor in customer satisfaction. This means that business travelers are more frequent than one-time visits, and knowing what they want, and responding quickly and continually returning can save the marketing costs of attracting new customers. In addition, hotel reputation did not affect satisfaction or behavioral intention among hotel selection attribute factors. It was found that budget hotels were more practical than hotel brand or recognition than luxury hotels. These results identify the characteristics of business travelers choosing middle and low-priced hotels in Daejeon area, identify the influence relationship between satisfaction and behavioral intention, and selectively focus investments on their desired areas. It can be used as basic data for future efficiency and rational management.

4호텔기업 구성원의 경력정체, 조직경력개발지원, 주관적 경력성공, 이직의도 간의 구조적 관계에 관한 연구

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

발행기관 : 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 간행물 : 호텔리조트연구 18권 4호 발행 연도 : 2019 페이지 : pp. 63-81 (19 pages)

다운로드

(기관인증 필요)

초록보기

The purpose of this study is test to the structural relationships of career plateau and organizational career development support, subject career success, turnover intention in the hotel industry. To accomplish the goals, a field survey was conducted on the employees' of deluxe hotels in the 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 could be summarized as follows; First, the career plateau(structural, content) have a positively affect on the level of hotel organizational career development support. Second, the career plateau(structural, content) have a negatively affects the level of hotel employees' subject career success. Third, the career plateau(structural, content) have a positively affect on the level of hotel employees' turnover intention. Fourth, the organizational career development support have a positively affect on the level of hotel employees' subject career success. Fifth, the organizational career development support have a negatively affects the level of hotel employees' turnover intention. In the last chapter, the paper concludes with discussions and the managerial implications for effective personnel policies.

5호텔 주차장 구조 변경에 의한 호텔경영 활성화에 관한 연구 - 세인트 존스 호텔 사례를 중심으로 -

저자 : 홍창의 ( Hong Chang-eui ) , 정종훈 ( Chung Jong-hun )

발행기관 : 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 간행물 : 호텔리조트연구 18권 4호 발행 연도 : 2019 페이지 : pp. 83-95 (13 pages)

다운로드

(기관인증 필요)

초록보기

The purpose of this study is to prevent excessive supply of hotel parking lots from adversely affecting hotel management. Excessive supply of parking lots is established through the local review committee and demanded by hotel operators to follow them, and there are frequent difficulties in the management of hotels as well as in the post-management of hotels. As a result, the area of auxiliary facilities such as restaurants that can generate profits as well as the increase in investment in the construction of hotels has been reduced due to the expansion of the area of the parking lot supply, which has had a significant negative impact on hotel management. Analysis of St. John's Hotel shows that even with maximum parking, it is difficult to fill 60% of the currently supplied parking surface. This is the result of excessive demand from hotels to secure excessive parking supply by local governments. On the other hand, most of the restaurant users use breakfast, and due to the small size of the restaurant, there are frequent morning queues, and the restaurant needs to be expanded to provide smooth service. Therefore, the expansion of restaurants is necessary not only for the effect of attracting outside users but also for the convenience of hotel guests.

6호텔 등급에 따른 온라인 여행사(OTA) 선택속성이 OTA 브랜드 애착에 미치는 영향 연구

저자 : 이근수 ( Lee Geun-soo ) , 김경한 ( Kim Kyung-han )

발행기관 : 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 간행물 : 호텔리조트연구 18권 4호 발행 연도 : 2019 페이지 : pp. 97-113 (17 pages)

다운로드

(기관인증 필요)

초록보기

The purpose of this study is to find out whether there are differences in the selection attributes of online travel agency(OTA) according to hotel grade. To this end, the selection attributes of OTA were divided into motivation and constraint factors. As a result, First, three factors (price value, online reviews, and diversity) of OTA have a significant positive(+) effect on OTA brand attachment. Second, the hotel BRG system and hotel loyalty program, except the perceived risks, out of the three constraints of OTA, have a significant negative(-) effect on OTA brand attachment. Lastly, hotel grade has a moderating effect in relation to hotel BRG system, hotel loyalty program and brand attachment. This study suggests a way to increase brand attachment to OTA operators and suggests a plan to direct hotel reservations to hotel operators. In the future, it is necessary to study specific selection attributes for OTA by hotel grade and to further expand the hotel class from 1 star to 5 star.

다운로드

(기관인증 필요)

초록보기

The bedding plays a significant role in selecting hotels and it gives an influence on not only room image but also general service satisfaction and revisit intention. Based on this, the purpose of this study is to find out important factors and preferred factors for using hotel bedding, and specifically to examine if there is some difference among the factors by gender and age. Also, it examines whether there is an intention to purchase the signature bed, which is an example of hotel brand extension. From August 13th to August 14, 2019, a survey was conducted to visitors at Starfield Coex Mall, who had previous experience of staying at a hotel. 113 questionnaires were collected and among them, 105 surveys were used in the analysis. Main findings show that cleanliness, hygiene, comfort, softness, cushion, warmth, hygroscopic, scent, material, bedding filling are proved in the order of importance, and female respondents place more importance on cleanliness, hygiene, warmth, hygroscopic, scent, material, bedding filling, weight, color than male respondents, and the more age place the less importance on scent. Moreover, 66 respondents(90.4%) answered they would not purchase signature bed if it was expensive. The results have significant implications for building a practical marketing strategy to provide bedding service by customer segmentation.

8호텔종사원의 일중독에 대한 선행변수와 결과변수의 구조적 관계에 관한 연구

저자 : 이승일 ( Lee Seung-il ) , 박경열 ( Park Kyung-yeol ) , 리우강 ( Li U-gang )

발행기관 : 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 간행물 : 호텔리조트연구 18권 4호 발행 연도 : 2019 페이지 : pp. 133-156 (24 pages)

다운로드

(기관인증 필요)

초록보기

This study was conducted to investigate the effect of workaholism, it was examined how the self-efficacy and perfectionism affect the workaholism and also the workaholism affect the work-home conflicts. To achieve this purpose, it was collected 273 data from the employees who work for hotel in Gwangju and Jeonam. The result showed as follows : First, self-efficacy and perfectionism were influenced from the work-enjoyment which is sub-variants of workaholism positively, on the other hand, were not influenced by work obsession. Secondly, work-enjoyment which is sub-variants of workaholism was concerned with work-home conflict negatively, and work obsession was concerned with work-home conflict positively. Finally self-efficacy and perfectionism were influenced with work-enjoyment and work-enjoyment factor made work-home conflict decreased and work obsession made work-home conflict increased. Based on this result, it was proved the positive and negative effect on workaholism of the employees who work in the field which often work overtime and irregular working hour. Implications of the hotel employees were suggested in conclusion.

9모바일 관광 플랫폼서비스품질이 사용용이성과 지속적 사용의도에 미치는 영향

저자 : 이명구 ( Lee Myeong-gu )

발행기관 : 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 간행물 : 호텔리조트연구 18권 4호 발행 연도 : 2019 페이지 : pp. 157-171 (15 pages)

다운로드

(기관인증 필요)

초록보기

The purpose of this study is to determine the determinants of tourism platform service quality through mobile. The influence of service quality factors on the ease of use and the intention to use continuously was verified. Data collection was conducted for 20 days from March 5, 2019 to March 25, 2019. A total of 500 copies of the questionnaire were distributed and 366 copies were collected. The factor analysis and the reliability test were conducted using SPSS 23.0 and AMOS 23.0 for 336 copies, which were statistically analyzed, and a covariance structure analysis was conducted to verify the proposed research hypothesis. The results of the analysis are summarized as follows. First, personalization, information search, content, and feedback of mobile tourism platform service quality have a significant effect on ease of use and personalization, which are set by ease of use and persistent intention to use. It was found that it did not have any effect. Second, personalization and information seeking have a significant effect on persistent intention to use, but content and feedback have no significant effect. Third, ease of use has a significant effect on persistent intention to use. Therefore, based on the analysis results, suggestions for mobile tourism platform services are suggested.

10제주 방문 중국관광객 라이프스타일 유형별에 따른 면세 점선택속성과 만족도, 재방문의도에 관한 연구

저자 : 진쟁 ( Chen Zheng ) , 이진희 ( Lee Jin-hee )

발행기관 : 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 간행물 : 호텔리조트연구 18권 4호 발행 연도 : 2019 페이지 : pp. 173-190 (18 pages)

다운로드

(기관인증 필요)

초록보기

This study investigated the relationship between the choice attributes, satisfaction and return intention of duty free shops by lifestyle type for Chinese tourists visiting Jeju. In addition, the purpose of this study was to determine whether lifestyle type and duty-free shop selection attributes differ according to demographic characteristics. For the purpose of this study, a survey was conducted from August 01 to August 31, 2019 for Chinese tourists visiting Jeju ○○ Duty Free Shop. A total of 400 copies of the questionnaire were distributed, and 307 copies were used for empirical analysis except 93 unsatisfactory respondents. As a result, the lifestyle of Chinese tourists who visited Jeju had a significant effect on duty-free shop selection attributes, satisfaction, and return intention. The type of duty-free shop selection, satisfaction, and intention to revisit the type of Chinese tourists' lifestyles have implications for the development of duty-free shops targeting Chinese tourists.

123
주제별 간행물
간행물명 수록권호

KEFe매거진
68권 0호 ~ 69권 0호

KCI등재

전문경영인연구
23권 1호 ~ 23권 1호

KCI등재

마케팅관리연구
25권 2호 ~ 25권 2호

KCI등재

한일경상논집
86권 0호 ~ 86권 0호

KCI등재

기업경영연구(구 동림경영연구)
90권 0호 ~ 90권 0호

KCI등재

고객만족경영연구
22권 1호 ~ 22권 1호

금융소비자연구
10권 1호 ~ 10권 1호

KCI등재

로지스틱스연구
28권 2호 ~ 28권 2호

KCI등재

한국항공경영학회지
18권 2호 ~ 18권 2호

KCI등재

기업경영리뷰
2권 1호 ~ 6권 2호

지방재정
2020권 1호 ~ 2020권 1호

KCI등재

해운물류연구
105권 0호 ~ 105권 0호

KCI등재

의료경영학연구
14권 1호 ~ 14권 1호

KCI등재

기업경영리뷰
7권 1호 ~ 9권 4호

혁신기업연구
3권 1호 ~ 4권 2호

KCI등재

보험학회지
122권 0호 ~ 122권 0호

KCI등재

기업경영리뷰
1권 1호 ~ 11권 1호

KCI등재

정보시스템연구
29권 1호 ~ 29권 1호

KCI등재

기업교육과 인재연구
22권 1호 ~ 22권 1호

KCI등재

금융공학연구
19권 1호 ~ 19권 1호
발행기관 최신논문
자료제공: 네이버학술정보
발행기관 최신논문
자료제공: 네이버학술정보

내가 찾은 최근 검색어

최근 열람 자료

맞춤 논문

보관함

내 보관함
공유한 보관함

1:1문의

닫기