관광경영연구 [Journal of Tourism Management Research]

간행물 정보
  • 자료유형
  • 발행기관
    관광경영학회 [Tourism Management Research Organization]
  • ISSN
  • 간기
  • 수록기간
  • 등재여부
    KCI 등재
  • 주제분류
    사회과학 > 관광학
  • 십진분류
    KDC 326.39 DDC 910
제12권 제2호 통권 35호 (6건)

호텔 CRM시스템 운용이 종사원 역량증진과 경영성과에 미치는 영향 -제주도내 특급호텔 종사원을 대상으로


관광경영학회 관광경영연구 제12권 제2호 통권 35호 2008.06 pp.1-19

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Recently, many hotels have been in trouble with a high competition and diverse changes of its circumstances in the hotel industry. The best solution for improving this situation is to achieve customer satisfaction. To achieve customer satisfaction more efficiently, most hotels have introduced the CRM System. In this study, it aims to examine whether the application of CRM System has an effect on the improvement of employees' competence and management performance. To accomplish the purpose of the study, the literature reviews and empirical analysis were performed together. For the empirical analysis, total 236 employees who are working at five-star hotels participated in the survey. As the results of the survey, it showed that the application of CRM system statistically had significant effects on the improvement of employees' competence and management performance. In the future in-depth study, it is necessary to investigate the staffs who work in CRM division or fully understand about the management performance.



한국지역의 국제선 항공권 발권수수료 연구


관광경영학회 관광경영연구 제12권 제2호 통권 35호 2008.06 pp.20-45

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Distribution accounts for about 17% of airline's total operating costs and ranks as the third largest cost for an airline after applying to labor and fuel. Commission costs account for ~8% of the costs, while ticketing for 2-3%, computer reservation services fees for 2% and credit card fees for 2-3%. In recent years, airlines in US and many European countries have either set up travel agent commissions at a very low level or removed them altogether. However, in Asian countries including Korea, the powerful role of travel agents in controlling ticket distributions is seen as the major reason preventing airlines cutting down commissions. Air travel markets, among American, European and Korean markets, showing a quite different geographical and environmental characteristics. This paper provides an overview of the air travel market in Korea through the analysis of geographical and environmental characteristics. Conclusions, regarding the reduction of distribution costs suitable for Korean markets with international route services in Korean market is presented.



호텔의 실제 자산 가치 측정 연구

이재선, 오경택

관광경영학회 관광경영연구 제12권 제2호 통권 35호 2008.06 pp.46-75

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This study aims at finding the basis on which both financial and non-financial property value of hotels can be measured, estimating and verifying the property value of hotel enterprises as the monetary value. The development of controversial property measurement variables and the importance of organized attributes gave reality and reliability to the study results by applying the surveyed and analyzed opinions by expert groups to the hotel enterprises of Korea. This study suggests the following issues. Firstly, this study has the meaning that it derived the weights and estimation criteria in each item by surveying and analyzing experts’ opinion. This study is very suggestive in the respect that it presented a new model for the estimation of property value of hotels by solving problems that the existing studies had; many studies on the estimation of property value were limited to partial studies and the verification studies that connected those studies with financial property were restricted. Secondly, it is considered that, by applying the suggested property value estimation model, the actual measurement and estimation of the property values of 4 grade -A hotels in Seoul - hotels I, M, L, and S - that have representative features of Korea can be utilized by related organizations and academic world as the indices of property value measurement. This result shows that this study suggested a reference point through both financial and non-financial property value can be estimated.



지역사회 애착도와 지역민의 관광개발 태도 연구

윤지현, 이환봉

관광경영학회 관광경영연구 제12권 제2호 통권 35호 2008.06 pp.76-102

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Since tourism relies heavily upon the goodwill of local residents, their support is essential for its development, successful operation, and sustainability. The objective of this research is to model host community support for tourism development based on factors found to influence reactions towards it. It suggests that these perceptions are influenced by the community attachment of residents. Based on the theories proposed the previous studies and social exchange theory, the 5 hypotheses were proposed. The hypotheses were tested based on the data collected by self-administered questionnaires gathered from a stratified random sample of residents of Ansan. The fits of the measurement and structural models were tested by using the AMOS 5.0 structural equation analysis package. The finding revealed that the community attachment is likely to influence host community's perception of impacts and their support. As hypothesized, evidence was found to support the direct relationship between the perceived benefits of tourism and support of its development. And inverse relationship exists between the perceived costs of tourism and support of its development. This study may aid in the planning of strategic development programs for destinations. The proposed model can be applied to the communities in various stages of tourism development to identify factors to be addressed in economic development programs, which focus on developing or increasing tourism.



항공사 서비스 회복 연구

이봉석, 양미

관광경영학회 관광경영연구 제12권 제2호 통권 35호 2008.06 pp.103-130

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The purpose of this study is to find out the multi-dimensional natures of satisfaction with service recovery that could revise the customer's dissatisfaction level. The new developed 6 dimensions of airline service recovery were introduced as the empirical method measuring the post-recovery satisfaction of complaining passengers. The Major finding of this study were as follows: After service failure, effective efforts and recovery procedures could increase the satisfaction of customer, and furthermore the concept and emotional status of dissatisfied customer could be revised to the good direction. The newly developed service recovery dimensions were founded to be effective in recovering the customer's negative emotional status caused by service failure. So it is really important to invent more effective dimensions for service recovery and to build the airlines service recovery system. And the fact that each service recovery dimension should be used properly to the situation, should be recognized clearly to service firm.



리조트 유형에 따른 관광동기 연구

이주형, 이철진

관광경영학회 관광경영연구 제12권 제2호 통권 35호 2008.06 pp.131-153

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This study aims at promoting product and service quality that resort enterprises provide and establishing the basis for setting up customer-oriented marketing strategy through looking into the systemized motives of tourists that visit various types of resort. Thereupon, this study focused on analyzing the characteristics of tour motives by resort types and the relationships between tour motives and the attributes of resort choice on the tourists who use four types of resort: golf, ski, spa, and seashore, and derived the following issues: Firstly, in case of the tourists who visit resorts for the purpose of rest, comfort, and health, it is shown that they prefer golf-type or spa-type resorts through which they can restore their minds and bodies and pursue re-creative activities. Secondly, no matter what type of resort the tourists choose, the attributes of resort choice have common characteristics; whatever the type of resort the tourists may choose, it is shown that the factors they consider in the evoke set are common. Thirdly, there are significant relationships between the caused tourism motivations and the choice attributes of resort; it is shown that the pushing- factors of tourists influence the pulling- factors and there are differences between pulling- factors in accordance with the factors that induced the choice.


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