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관광경영학회> 관광경영연구> 중국 특급 호텔 레스토랑 고객의 지각된 조직시민행동이 서비스품질 및 재방문의도에 미치는 영향에 관한 연구

KCI등재

중국 특급 호텔 레스토랑 고객의 지각된 조직시민행동이 서비스품질 및 재방문의도에 미치는 영향에 관한 연구

A Study on the Effects of Perceived Organizational Citizenship Behavior on the Service Quality and Revisit Intention of Chinese Deluxe Hotel Restaurant Customers

후맹함 ( Hou Menghan )
  • : 관광경영학회
  • : 관광경영연구 94권0호
  • : 연속간행물
  • : 2020년 01월
  • : 381-404(24pages)

DOI


목차

Ⅰ. 서 론
Ⅱ. 이론적 배경
Ⅲ. 연구설계
Ⅳ. 실증분석
Ⅴ. 결 론
참고문헌

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초록 보기


						
This study aimed to empirically analyze and establish the relations of perceived Organizational Citizenship Behavior, service quality, and revisit intention of Chinese hotel restaurant customers. To achieve the objectives of the study effectively, both literary and empirical research methods were conducted. Theoretical examination of perceived organized civic action, service quality and revisit through literature research was conducted, and empirical research methods were implemented based on the results of the literature study. In addition, the statistical processing of the collected data used SPSS 22.0 and frequency analysis, reliability analysis, factor analysis, correlation analysis, and multiple regression analysis were performed to verify the hypothesis. This study conducted a survey targeting the users of a deluxe hotel restaurant located in Shanghai, and the results of analyzing the collected data are as follows. First, in the results of analyzing the relation between perceived Organizational Citizenship Behavior and service quality, the perceived Organizational Citizenship Behavior had significantly effects on the service quality. Second, Second, in the results of analyzing the relation between service quality and revisit intention, the service quality had significantly effects on the revisit intention, Third, in the results of analyzing the relation between perceived Organizational Citizenship Behavior and revisit intention, the perceived Organizational Citizenship Behavior had significantly effects on the revisit intention. Through the study of research subjects, we should establish marketing strategies to maximize the interests of hotel companies and customers as well as effective customer management, and We want to use it as data to enhance the competitiveness of hotel companies and get important implications for human resource management.

UCI(KEPA)

간행물정보

  • : 사회과학분야  > 관광학
  • : KCI등재
  • :
  • : 격월
  • : 2092-528X
  • :
  • : 학술지
  • : 연속간행물
  • : 1997-2020
  • : 1661


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1호텔 종사원이 지각하는 고객 불량행동과 고객지향성의 관계에서 고객관계 스트레스의 매개효과

저자 : 장인환 ( Inhwan Jang ) , 차길수 ( Gilsoo Cha )

발행기관 : 관광경영학회 간행물 : 관광경영연구 94권 0호 발행 연도 : 2020 페이지 : pp. 1-25 (25 pages)

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This study examined the mediating role of customer relationship stress of hotel employees in the perceived customer badness behavior-customer orientation relationship, 338 employees in Seoul participated in the survey. The test results were as follows: First, among sub-factors of customer badness behavior, physical behavior(lower credibility type) and disruptive type had significant positive effects on customer relationship stress. Second, customer relationship stress was found to have a significant negative effect on customer orientation. Third, in the relationship between physical behavior(lower credibility type) and customer orientation, customer relationship stress appeared to play a part of mediation. The result suggests that physical behavior(lower credibility type) has an indirect effect on customer orientation through customer relationship stress, and a direct effect on customer orientation. However, in the relationship between the destructive type and the customer orientation, the destructive type did not have a significant negative effect on the customer orientation, so the customer relationship stress did not play a role as a parameter. The reason for this is that the damage to the facilities or the taking of the hotel items are caused by the low frequency of occurrence because these are actions that may require monetary compensation.

2텍스트 마이닝을 활용한 항공사 브랜드 개성 측정

저자 : 우승균 ( Seungkyun Woo )

발행기관 : 관광경영학회 간행물 : 관광경영연구 94권 0호 발행 연도 : 2020 페이지 : pp. 27-46 (20 pages)

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As the competition in the aviation service market is fierce, the importance of airline brands is being emphasized as the product is facing limitations in differentiating only by the physical characteristics of the product. Therefore, in this study, unlike the quantitative research methods for measuring airline brand personality, the text mining analyzes voluntary reviews of consumers related to airline brand, which are unstructured text data. In addition, we identified the differences between the brand personality dimensions, metrics and airline brand personality quantitative studies presented by Aaker (1997). As a result, airline brand personality dimensions was followed by Sincerity (2.487, 74.77%), Excitement (357, 10.73%), Sophistication (254, 7.64%), Ruggedness (140, 4.21%), Competence (88, 2.65%). In addition, Honest (2.078), Spirited (309), Smooth (252), Tough (136), and Reliable (35) showed high frequency facets of brand personality. In airline brand personality traits, good (1.696), friendly (392), new (210), still (104), hard (68), and positive (21) were identified as the most used words. Next, we compared Aaker (1997) analyzed the variance explained of the brand personality dimension with the actual frequency of use of the airline brand personality dimension. In particular, sincerity among the five dimensions was 74.77%, showing the highest frequency of use.

3항공사 브랜드 개성이 브랜드 자아동일시 및 브랜드 태도에 미치는 영향 연구: 자아동일시의 매개 효과를 중심으로

저자 : 권지영 ( Jiyoung Kwon )

발행기관 : 관광경영학회 간행물 : 관광경영연구 94권 0호 발행 연도 : 2020 페이지 : pp. 47-73 (27 pages)

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This study aims to identify the impact of Airline brand personality on brand self-identification on brand attitude, and also to determine whether Airline brand personality affects brand attitudes by means of self-identification. For the purposes of these studies, a total of 299 effective samples were obtained and analyzed for job seekers wishing to work for airlines and the data analysis method was used in SPSS 23.0 after data coding. The study found that first, among the factors behind the airline brand personality, the ability and strength have been shown to affect personal identification, and sophistication, ability and strength affect social identification. Second, personal and social identifications have been shown to affect brand attitudes. Third, Self-identification is in the role of partial mediation on the relationship between sophistication, ability, strength among the factors of brand personality and brand attitude, both personal identification and social identification.

4대학생의 LCC 항공사에 대한 사전지식과 선택속성이 행동의도에 미치는 영향관계 분석

저자 : 박희정 ( Heejung Park )

발행기관 : 관광경영학회 간행물 : 관광경영연구 94권 0호 발행 연도 : 2020 페이지 : pp. 75-98 (24 pages)

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The recent emergence and growth of LCC airlines is an important reason behind the change in travel patterns, and among them, the university students have the potential as an important target market for LCC. The purpose of this study is to understand the relationship between LCC prior knowledge, selection attributes and behavioral intention of University students. To achieve the goal of the study, total of 216 surveys were distributed to the field survey. The data was analyzed using the SPSS 24.0 version program. As a result, Economic prices were found to be the most important of university students' LCC selection attributes. And LCC selection attributes were classified 'aircraft operation factor', 'in-flight factor', 'service factor', 'image factor' and 'price factor'. Prior knowledge and Behavioral intention were tied up with one factor. LCC selection attributes had effect on behavioral intention('aircraft operation factor', 'service factor', 'image factor' and 'price factor') of university students. LCC prior knowledge had effect on behavioral intention of university students. In the future, the results of this study are expected to help LCC airlines to help develop practical and specific product and marketing strategies based on understanding the consumer decision-making process.

5면세점 종사자의 감성지능이 회복탄력성에 미치는 영향에 관한 연구

저자 : 이정 ( Zhen Li ) , 김홍범 ( Hongbumm Kim )

발행기관 : 관광경영학회 간행물 : 관광경영연구 94권 0호 발행 연도 : 2020 페이지 : pp. 99-118 (20 pages)

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This study selected duty-free shop workers for research considering recent fast growth of domestic duty-free industry, and aimed to verify the causal relationship between emotional intelligence and resilience in duty-free shop workers. The survey was conducted on employees working at local duty-free shops in South Korea, and 302 responses from them were used to withdraw possible effect of emotional intelligence on resilience. The results are as follows. First, the four factors of emotional intelligence were verified from factor analysis. Among them, 'other's emotion appraisal,' 'regulation of emotion,' and "use of emotion' appeared to have a positive effect on their 'resilience,' while 'self-emotion application' has no significant effect on it. Second, the 'emotional intelligence' of duty-free shop workers does not have a significant effect on 'optimism', a sub-factor of 'resilience'. Third, among the 'emotional intelligence' of duty-free shop workers, 'regulation of emotion' does not have a noticeable impact on 'resilience.' The results of this study would give a helpful implication to duty-free shop managements for the efficient management of human resources.

6TBCM(Tourism Background Curve Method)에 기초한 한중 관광교류시장 추세연구: 정치적 상호신뢰의 영향을 중심으로

저자 : 진초혜 ( Chohye Jin ) , 장진허 ( Jinhe Zhang )

발행기관 : 관광경영학회 간행물 : 관광경영연구 94권 0호 발행 연도 : 2020 페이지 : pp. 119-137 (19 pages)

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In 1992, the People's Republic of China and the Republic of Korea officially established Chinese-South Korean tourism ties. Chinese tourists account for the largest proportion of international inbound tourists to South Korea. Trends and changes in the tourism market were tracked by utilizing data on the number of mutual inbound tourists visiting South Korea and China each year. The most significant change occurred in 2016, when a political incident caused disruption to the tourism industry and, consequently, the South Korean tourism industry suffered economic losses. I consider this change a consequence of a shift in 'political mutual trust', which I define in this paper. The influence of this incident on the tourism industries of both countries is compared by utilizing the Tourism Background Curve Method (TBCM). TBCM is a method used to study the effects of factors that have acted as unexpected variables in tourism. Through this study, I would like to present the prospects for tourism exchange between South Korea and China, discuss measures for minimizing the negative impacts that exogenous events such as political incidences may have on the tourism industry, and offer suggestions for future research and attention.

7호텔의 조직통합전략에 따른 조직문화와 메타인지가 자기효능감에 미치는 영향에 관한 연구

저자 : 김영곤 ( Younggon Kim ) , 이규상 ( Kyusang Lee ) , 이재곤 ( Jaekon Lee )

발행기관 : 관광경영학회 간행물 : 관광경영연구 94권 0호 발행 연도 : 2020 페이지 : pp. 139-161 (23 pages)

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This study is about the effect of organizational culture and metacognition on self-efficiency according to the hotel's organizational integration strategy. Three main hypotheses are based on organizational integration strategies, organizational culture, metacognition, and self-efficiency. The empirical analysis was analyzed using the SPS WIN Ver2.22.0 statistical package program after the questionnaire was collected, and the survey was conducted for one month from October 25 to November 25, 2019. The analysis of the Hypothesis 1 showed that the hotel's organizational integration strategy (communication, social support, empowerment and job security) was partially adopted by the organizational culture (hierarchy culture, rational culture, consensus culture, development culture). The hypothesis 2, organizational culture (hierarchical culture, rational culture, consensus culture, and development culture) was partially adopted for metacognition. The hypothesis 3, the metacognition was adopted for self-efficiency. Therefore, the results of this study suggests that providing empowerment to the members of the organization and social support to management or practitioners (immediate superior) will result in a positive outcome for reaching the ultimate goal desired by each hotel company. Second, if we emphasize profit creation of efficiency and productivity rather than emphasis on hierarchy and approval process, reveal the purpose of our work performance, and create competition, we can create a more active hotel company's organizational culture. In addition, Building a smooth cultural system through smooth cooperation between departments and team members can lead to a new willingness and innovative thinking. Third, the metacognition will soon be an important task of learning experience and methods, and will be the foundation for flexible work. This metacognition will eventually create a strong sense of self-efficiency among members of the organization, and they will be able to respond confidently when in trouble. As a result, the customers who visit the hotels that have distinct advantages and hotel workers performing their duties with active attitude will makes happy memories.

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University life adaptation is a factor which can predict from the graduation to the adulthood adaptation, and the successful college life is very important in the social aspect as well as the personal aspect. The students who want to enter the department related to the airline service seem to constantly increase as the students who want to work for the airlines continue to increase. Accordingly, this study was to investigate the necessary factors for successful employment and college life adaptation to the students majoring in the airline service. Based on such research findings, the career exploration had a positive effect on all sub-factors of college life adaptation. In addition, this study has found out that the career decision had a positive effect on all sub-factors except the social adaptation. However, this study has shown that the problem-solving did not influence all sub-factors of college life adaptation. And, the student-faculty interaction was mediated in the effects of career decision-making on the college life adaptation. To conclude, this researcher considers it as it needs to develop a program to improve the career decision-making self-efficacy for the successful college life adaptation, and as it needs to maintain the emotional sense of connectedness in that the teachers guide the students. In particular, the lower the grade is, the lower the college life adaptation is. Accordingly, the management is much needed with great interest.

9관광경험이 관광지 만족과 충성도에 미치는 영향: 방문경험에 따른 조절효과를 중심으로

저자 : 최수진 ( Soojin Choi ) , 김빈 ( Bin Jin ) , 가정혜 ( Junghye Angela Kah )

발행기관 : 관광경영학회 간행물 : 관광경영연구 94권 0호 발행 연도 : 2020 페이지 : pp. 187-211 (25 pages)

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This study aims to explore the effect of tourism experience on tourist satisfaction and destination loyalty and examine the moderating effect of the past visiting experiences on this relationship. The study results indicated that tourism experiences influenced both tourist satisfaction and destination loyalty. Among tourism experience factors, refreshment had the strongest impacts on destination loyalty as well as tourist satisfaction. Tourists' prior visiting experiences moderated the influence of tourism experience on tourist satisfaction and destination loyalty. The more tourists have experiences the more satisfied from tourism experience at the destination and the more experiences they have at the destination, the more likely they pursue the knowledgeable and distinctive experiences at the destination. Based on these findings, the study suggested several practical implications for the destination marketers who plan to provide meaningful tourism experiences with the visitors to their destinations.

10여행비용법을 이용한 지역축제의 가치추정: 제21회 단양 온달문화축제를 중심으로

저자 : 조문식 ( Moonsik Cho ) , 한상필 ( Sangpil Han )

발행기관 : 관광경영학회 간행물 : 관광경영연구 94권 0호 발행 연도 : 2020 페이지 : pp. 213-234 (22 pages)

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The purpose of this study, the estimated of results the variables affecting the visit demand of the Danyang Ondal Culture Festival using the Travel Cost Method (TCM). In order to purpose the research goal, the study conducted the survey in the venue of the festival and selected the research subjects at random sampleing. If you look at the results of the study, are presented as having relatively more tourists close to women and married visits. In addition, among the four factors that constitute the festival service quality, two factors are influenced by visit demand positive (+) and visitors to Danyang Ondal Culture Festival showed a positive effect on visit demand satisfaction in relation to the event contents and amenities. The economic benefit of tourists visiting the Danyang Ondal Culture Festival is estimated to be 157,978 won. In conclusion, In this study the Danyang Ondal Culture Festival was approached as a value of socio-economic and presented as such, implications for the socio-economic value of the local festival to be gained through the feasibility.

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