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
제13권 제2호 통권 39호 (9건)

호텔 종사원의 공정성 지각과 조직유효성에 있어 신뢰의 매개효과 연구


관광경영학회 관광경영연구 제13권 제2호 통권 39호 2009.06 pp.1-25

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The main purpose of this study is to examine the mediating effects of the management trust in the relation between hotel employee's procedural justice and distributive justice which are recognized by hotel employees and job satisfaction that is job performance of individual employee and organizational commitment. The results were as follows; Frist, distributive justice and procedural justice have significant influence on the management trust. Second, management trust has also significant influence on job satisfaction and organizational commitment. Third, In mediating effect of management trust, there is less meaningful effect than direct effect between procedural justice and organizational effectiveness, but management trust works as important mediating role in relation between distributive justice and organizational effectiveness. It is shown that management trust is a part of crucial factors in the explanation of the relationships between hotel employee's perceived justice and organizational effectiveness. Based on results of this research, we discussed about meaning and limited of the research, and future study.



항공사아웃소싱의 서비스품질에 대한 고객만족, 재이용의도간의 영향 연구 -항공사 지상서비스중심으로


관광경영학회 관광경영연구 제13권 제2호 통권 39호 2009.06 pp.27-60

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Under such external circumstances as a more serious competition due to therestriction-relief policy of the airline industry in each country, the oil price rise uncontrolled by airlines and international conflicts, all the airlines have confronted difficulties. As a result, the airlines have to make customers satisfied through better service while reducing the operation expenses by outsourcing various kinds of human services which were provided with their own work for before. Even though such a phenomenon wouldn’t be a fatal problem to other industries which value the cost reduction as the only competitive factor, in the industries such as airlines or department stores where customer satisfactions greatly depends on the quality of service, they cannot avoid such a fundamental aspect as the quality of service. The purpose of this study is to analyze the effects of the outsourcing-service quality level on the customers’ satisfaction and revisit intention by measuring customers’ evaluations when using the outsource service before boarding the flights. The results of verifying the research case suggested in the study are as follow: Firstly, the quality of outsourcing-service provided by airlines was found to have a significant effect on the customers’ satisfaction with the material service higher than the human service. Secondly, the quality of outsourcing-service provided by airlines was found to have a significant effect on the customers’ revisit intention with the material service higher than the human service. Thirdly, the customers’ satisfaction about the quality of outsourcing-service provided by airlines was found to have a significant effect on their revisit intention, which indicates the more satisfied customers are with the overall service, the more likely they are to revisit the airlines. The reason why the material service showed high values was that the customers paid more attention to the material service which has strong tangibility while not finding any differences in the human service. Accordingly, it is recommended to develop our airline’s own particular human service differentiated from the fixed service forms of other airlines or find the strong points in the process of our airline’s service and provided service that customers want so that they may turn into loyal customers from revisit-customers. In another aspect, it is necessary to take notice of the result that the human service is rated lower than the physical service of airline outsourcing service providers. According to this result, it is important to enhance the quality of receptionists such as their language use, manner of speaking, and countenance in order to improve the service level of the employees. Moreover, regular employee training is also requisite so that they can be customer-oriented and cultivate their service mind.



축제참가자의 신선지향성이 참여의지와 만족에 미치는 영향

배기철, 신학진

관광경영학회 관광경영연구 제13권 제2호 통권 39호 2009.06 pp.61-77

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The purpose of this study was to find what are the effects of festival participant's novelty seeking to involvement intention and satisfaction. A survey design was adopted to collect the required information and a random sampling approach was utilized to select the respondents(N=220) at Namwon herb festival. SEM(Structural equation modeling) was used to examine relationship among novelty seeking, involvement intention, and satisfaction. We found the novelty seeking has a positive effect to the involvement intention(standard regression weight=0.375, t=4.120, p<0.01) and to the satisfaction(standard regression weight =0.440, t=5.096, p<0.01). Also, the involvement intention has a positive effect to the satisfaction(standard regression weight=0.267, t=3.397, p<0.01). The findings lead to an improved understanding of the interrelationship among novelty seeking, involvement intention and satisfaction in the context of festival.



축제참가자의 라이프스타일에 따른 확장서비스마케팅요인이 축제만족도에 미치는 영향 -2008 보령머드축제 내 ․ 외국인참가자분석


관광경영학회 관광경영연구 제13권 제2호 통권 39호 2009.06 pp.79-104

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This study was to investigate the influence of expended service marketing mix factors according to life-style on satisfaction level of domestic and foreign festival participants focused on 2008 Boryeong Mud Festival. The main study results and implications of empirical analysis on 283 samples as follows. First, festival participants' life-style was divided into 5 factors and all had influence on 3p marketing mix factors; people, physical evidence and process. Further, life-style had most influence on process, so this implies Boryeong city or Mud Festival organizers need to manage sufficient participants' event booking and waiting service. Second, all expended service marketing mix factors except physical evidence influenced on festival satisfaction level. Especially process had most influence on festival satisfaction level, it means Mud Festival needs to have more interest in service(information, communication, exciting festival contents) for participants. Also, this study suggests expended 3p mix can be important factors for post-festival. Third, this study was analyzed that life-style had influence through people and process on festival satisfaction level, it had no direct impact though. Finally there's difference between domestic and foreign festival participants in festival service and satisfaction level. Therefore, we can look into how the life-style influences on the expended service marketing mix factors and how the 3p factors influences on the festival satisfaction level through this study and manage the post festivals based on this analysis.



여행사관리자의 리더십유형이 종사원의 조직몰입과 직무만족에 미치는 영향

신강현, 김윤태

관광경영학회 관광경영연구 제13권 제2호 통권 39호 2009.06 pp.105-130

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This study examined the effects of leadership types of managerial level on employees' organizational commitment and job satisfaction in travel agencies. Analysis revealed that the transformational leadership showed positive effects on organizational commitment and transactional leadership partially influenced the organizational commitment. Findings produced that organizational commitment had significant effects on both general job-satisfaction and reward·promotion satisfaction of the employees. Results indicated that the transformational leadership influenced significant effects on job satisfaction except intellectual factor in the leadership. It is recommended that managerial level of travel agencies need to participate in their employees' job with active manners and to develop new process for good performance. And it is also needed that managerial level have to prepare for proper reward·promotion control and try to make them feel pride of their job and good human relationship. Managerial implications and limitations were discussed, and some directions for future research were suggested.



축제서비스스케이프에 대한 이미지가 방문자의 행동의도에 미치는 영향

심상욱, 박근수

관광경영학회 관광경영연구 제13권 제2호 통권 39호 2009.06 pp.131-153

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The purpose of this article is to test the impact of servicescape image on the behavioral intention of visitors in festival setting. The framework of a cognitive-affective destination image serves as the model for the study. The sample was collected at the Chungdo Bull Fighting Festival. The key findings of this article are as fallows. (1) The visitors' cognitive image on the festival servicescape directly affects the behabioral intention. (2) The cognitive image of the servicescape has an impact on the affective image of the festival such as pleasure and arousal. (3) The affective image of the festival has an impact on the behavioral intentions of the festival visitors. (4) The arousal of the affective image influences to pleasure.



우리나라 관광산업의 서비스품질의 발전방향


관광경영학회 관광경영연구 제13권 제2호 통권 39호 2009.06 pp.155-176

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This study aims at investigating the relationships between service quality factors and the achievement of tour, and discovering what differences exist in the achievements of inbound tours according to the main purpose of visit and the regional groups. In this study, the tourism service quality factors are classified as the efficiency of tourism process and the effectiveness of tourism destination. The achievement of tour contains the visitor's overall satisfaction of traveling in Korea, intention to revisit Korea within 3 years, intention to recommend Korea tour, and impression of Korea after visit. This study used the empirical data from a survey of inbound tourists. The technical analysis of the efficiency of tourism process and the effectiveness of tourism destination shows that they influenced the achievement of tour. The achievement of tour differs according to the main purpose of visit and the regional groups. This study also suggests the evolutionary direction of service quality in tourism industry of Korea. More intensive analysis to this subject is recommended.



음식관광객의 관여가 음식관광 참여활동과 행동의도에 미치는 영향

이준엽, 권미영

관광경영학회 관광경영연구 제13권 제2호 통권 39호 2009.06 pp.177-198

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Integral part of the experience that it is only in recent years that it has become a subject of study in its own right. The purpose of this study is to effect of involvement of food tourists' on participation in food tourism and behavioral intention. The subject matter of this dissertation is food tourism participation in food related activities at a destination to experience its food tourists' attributes. The empirical objectives of this dissertation concerned identifying the underlying dimensions of food tourism, developing a conceptual framework that explains participation in food tourism. Survey was carried out among tourists visited in Gwangju & Jeonju region. Spsswin 12.0 statistical package were used for further analysis. The results were as follows: Firstly, Enduring involvement with food related activities is positively related to at least one dimension of food tourism. Secondly, There is a significant difference in tourists' participation in at least one dimension of tourism and their age & occupation. Thirdly, Food Tourists' on Participation had directly positive effect on satisfaction & Behavioral Intention.



서비스 대기의 심리학적 접근 -서비스 대기시간 추정에 관한 개념적 연구

차길수, 이수광

관광경영학회 관광경영연구 제13권 제2호 통권 39호 2009.06 pp.199-217

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The paper intends to fill a void in the research area of waiting, which is dominated by mathematical models that lack consideration of human factors. It calls for integrating psychological perspective into the waiting issue. This conceptual paper focuses on the structure of customer's service waiting time estimation. Although the Maister's first proposition on waiting time estimation continues to dominate research and managerial practice, several limitations indicate that it is not a complete picture of customers' waiting time estimation. The authors propose a new model of the structure of customer's waiting time estimation by specifying a more comprehensive model that includes the concept of time perception in psychology. The conceptual framework enables service operations managers to rethink service waits from customers' perceptions of actual waiting time.


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