Earticle

There have been remarkable declines in input factor prices in the Korean economy since the foreign exchange crisis starting at the end of 1997. These remarkable declines in factor prices are expected to have substantial effects on the industrial markups in the tourism service industries. This paper established the markup equation based on the constant returns to scale production function including intermediate goods and estimated the industrial markups in tourism service industries over the period 1975:1-2010:4. The paper also analyzed the effects of input prices on the industrial markups in tourism service industries. The empirical results provided some evidences that price changes in factor markets have contributed to variations in industrial markup for tourism service industries.

In this study, we investigated the effects of airline company employee’s emotional labor upon job satisfaction. We also made exploratory trial of emotional labor & leisure activities on the basis of MECE principle under no prior studies and examined whether these types moderated the effect of emotional labor. The investigation of the relation between emotional labor components and job satisfaction showed that surface acting positively affected job satisfaction but not statistically significant, however, deep acting had statistically significantly positive effect on job satisfaction and showed very big standardized beta coefficient compared to surface acting. We did not find the moderating effect of emotional labor type and leisure type in parallel test, but the averages of surface acting, deep acting, job satisfaction in positive emotional labor group were higher than in neutral emotional labor group. Generally, respondents selected preferred leisure. Meanwhile, Women and/or college graduate respondents showed high job satisfaction, respondents of less than 3 year job career showed high deep acting. The interesting finding is that the averages of all variables of 3~5 year job careered respondents were low though some variables were not statistically significant. And cabin crew, section manager/director showed high job satisfaction. As s result of cross-tab analysis between emotional labor type, leisure type and demographic variables, more women worked in positive emotional labor group and selected individual leisure activity. Whilst, respondents regarded most work as positive emotional labor except General Affairs/Managements because of the characteristics of air transportation business.

This study examines hotel outsourcing activities and the factors that influence outsourcing strategies in Korea. Specifically, it draws on transaction cost economics (TCE) theory to examine the relationship between hotel characteristics and the factors that influence outsourcing activities in the hotel industry. Telephone interviews were employed to gather data from 121 tourist hotels in Seoul, Korea. The findings indicate that the most frequently outsourced activities are the lowest strategic activities that require non-core competencies, such as housemaid duties, cleaning, and security, in that order. Although the main reasons for outsourcing are cost savings or the desire to focus on core competencies, some activities are outsourced for different reasons, such as quality improvement or access to external experts. This study also shows that the degree of outsourcing appears to depend on such characteristics as the hotel’s size, quality, and brand capital. However, the findings do not support TCE theory.

This study targets the domestic airline cabin crew engaged in career management support awareness, organizational commitment, and was to verify the influence the relationship between customer orientations. The results found from the empirical analysis can be summarized as follows: perceived career management support of the airline crew looks a positive effect both on the organizational commitment will affect the hypothesis testing results, and career management support recognition of the sub-factors in firm support of the awareness and education and training development opportunities recognition to be analyzed. The impact of airline cabin crew awareness of career management support and analysis of the influence of relationship between customer orientations, career management support firm recognized the support of the sub-factors of awareness education and training development opportunities to recognize both positive customer orientation effects was found. Career development system for the organization is to help, not just confined to the work of an individual, team training or human resources and the organization. To plan, execute together and led the successful organization continue to be recognized as a problem solving through analysis results because the airline could be considered in this aspect will be operating system and support for career development.

In recent years, emotional labour is emerging as an important factor for the service encounter employees. The purposes of this study are 1) to investigate the relationship between customer verbal aggression and emotional labour, surface acting and deep acting, 2) to examine the effect on emotional exhaustion of customer verbal aggression and emotional labour, surface acting and deep acting, 3) to identify the relationship between emotional exhaustion and counterproductive work behavior, and finally 4) to identify moderating effects of tenure on the relationship between customer verbal aggression and employees’ emotional labour and emotional exhaustion. For the empirical test, the data of the study were collected from service encounter employees working in luxury hotels in Seoul. The findings of the study showed that 1) customer verbal aggression have positive effects on surface acting and emotional exhaustion, but no effect on deep acting, 2) customer verbal aggression and surface acting increased emotional exhaustion, but deep acting has a negative effect on emotional exhaustion, 3) emotional exhaustion has a signigicant impact on counterproductive work behaviour, and last, 4) tenure as moderating effect showed the relationship between the customer verbal aggression and surface acting.

The purpose of the study is to select measured of Korean world cultural heritage and to develop the indicator for applying the selected attribute practically. The study made the categories based on the document research and the interview of focus group. Also it made the research model based on the selected articles. Further, it practiced the questionnaires to 50 professionals of cultural heritage to draw the indicator. As a result, it established the analysis of actual proof for the collected questionnaires by applying the SPSS statistical program. The analysis of actual proof was practiced by 1st, 2nd and 3rd surveys of Delphi and AHP survey. The selected final indicator contents reach to total 76 categories(conservation 13 articles, attraction 21 articles, infrastructure- receptivity 15 articles, economic maintenance 11 articles, system and governance of policy 16 articles). As a result of AHP analysis, it ranks in order of conservation(sustainable possibility), attractivity, economic maintenance, system and governance of policy and infrastructure-receptivity. The scientific meaning of the study helped contribute theoretically about the indicator research by promoting the empirical analysis with the above-mentioned indicator. Further, the practical meaning was based on suggesting the guide-line about the indicator of the policy for the sustainable tourism resources. Further, it suggests a successful guide-line about the sectional priority in the policy for sustainable tourism resources of cultural heritages.

As a result of an empirical analysis in this study, nine out of 13 subordinate hypotheses of five key hypotheses were selected. The results of hypothesis testing can be summarized as follows: Based on the results of an analysis of the effects that the service quality components of hotel food and beverages have on customer emotions, satisfaction, and revisit intentions, it was demonstrated that the service quality components had an impact on customers’ positive and negative emotions. The detailed analysis showed that customer service and physical environments had a significant positive correlation and also had a significant negative effect on negative emotions. Service capabilities had a positive effect on customers’ positive emotions, but it did not affect negative emotions. Food and beverage products did not have an impact on customers’ positive emotions, but had a positive effect on their negative emotions. The analysis of effects of customer emotions on revisit intentions revealed that positive emotions had a positive impact on customer satisfaction, whereas negative emotions did not influence revisit intentions. It can be concluded that the basic components necessary for hotel food and beverage service quality are perceived responsiveness, service capabilities, food and beverage products and physical environments. A strategy should be developed to create internal communication programs based on the empirical analysis results in this study.

The purpose of this study is to analyze the characteristics of cultural heritage tourists who visited Haheo village. Haheo village was officially listed by UNESCO as one of the World Heritage Sites on 7 July 2008. The study was conducted comparative research on general behavioral characteristics between the first-time and repeat visitors as individual visitors in cultural heritage tourism. We classified a typology of cultural heritage tourists by the model of McKercher(2002) based on their experience sought and importance of cultural tourism in their decision to visit a destination. Based on a sample of 470 tourists visited to the village, the study identified five main clusters. The results showed that the sightseeing cultural tourists had became the largest group among the types of cultural heritage tourists. Specifically, the repeat visitors had became the largest group among the purposeful cultural tourists. It means that cultural heritage tourists expect their experience sought and importance of cultural things in cultural heritage tourism. Thus, cultures and histories played important roles in their decision to travel and while they tour.

This study first looks into how glass ceiling would influence job satisfaction and organizational performance and aims to offer measures to help companies or organizations resolve their problems related to inequality. In terms of glass ceiling, it is defined as an expression indicating this invisible hurdle that women would actually face with when they try to get promoted to the board of senior directors. In order to achieve the research goal, this study selected a total of 200 female casino employees who were working in positions higher than a middle management as research subjects. With these 17 who had failed to satisfy qualifications excluded, the study conducted a survey targeting only 183 employees, and the samples were used for the analysis. As for the factor analysis and the reliability analysis on the collected samples, the study worked with Cronbach's α, an output coefficient of internal consistency. Results of the empirical research reported that glass ceiling has a significant effect on job satisfaction, and job satisfaction significantly works for these sub-factors of organizational performance which are organizational commitment and turnover intention. In addition, glass ceiling has a significant influence on organizational performance. The study argued that how the companies or the organizations try to understand the effects on glass ceiling perception will contribute to their improvement of systems and personnel management. The study also mentioned that the companies and organizations need to relive such phenomenon. Last but not least, it was confirmed that when it comes to the relation of glass ceiling perception with organizational performance, job satisfaction can work as a mediating variable. After all, this study proved how glass ceiling is happening in every category of any departments, and it suggested that since glass ceiling is causing discriminations in promotion and employee welfare and services, the companies and the organizations should come up with measures to make changes which would eventually increase organizational commitment.

In this study, the emotional labor by the social stress associated with a customer who reflects a sort of social situation, the situation of mental and physical tension arising from an interaction of customer and employee, and the effect of customer-related stress resource are intended to be shown. And turnover intention as an affective response of emotional labor result is intended to be understood. Results of this study are as below. First, if a customer-related perceived stress is high, then the emotional labor is perceived high. Therefore, in a hotel companies where their achievements vary with customer contact point, measures to keep employee members' emotional and psychological health caused by emotional labors associated with employees' performance and various internal marketing plan will have to be established to emotionally express a false feeling such as an ostensible action to an authenticity base such as an internal action.Finally, the analyzed results of an impact relation of emotional labor and turnover intention showed that the higher an ostensible action was perceived, the higher a turnover intention was and the higher an internal action was perceived, the lower a turnover intention was. Thus, companies will have to prepare a measure to switch an ostensible action to an internal action as to employee's emotional labor.

The purpose of this study is to present the way to activate e-CRM for increasing brand loyalty of low cost carriers by actual analysis to find out various factors of low cost carrier's e-CRM system and how those factors such as e-marketing, e-sales and e-service influence on brand loyalty. Implication of empirical study based upon hypothesis verification is as follows. First, e-service, e-marketing and e-sales were in the order to show positive influence on brand image of low cost airlines. Second, e-sales, e-service and e-marketing were in the order to show positive influence on customer satisfaction. Third, e-service and e-sales were in the order to show positive influence on brand loyalty. Fourth, common factors to influence on brand image, customer satisfaction and brand loyalty are e-service and e-sales. Especially, e-service factor is the most influential factor to influence on brand image and brand loyalty. Fifth, as a result of verifying cause-and-effect relationship model, e-CRM activities of low cost airlines had positive effect on customer satisfaction, brand image on brand loyalty, customer satisfaction on brand loyalty. Except e-marketing factor, other attributes of e-CRM positively influenced on brand image. It means that improving brand image and customer satisfaction enable low cost airlines to increase brand loyalty.

This study has examined tourists' tourism addiction according to an increase of tourism demand and aims to probe the extent of perceived constraint depending on tourism addiction, assuming tourists' sensational seeking propensity(SSP) as the cause of tourism addiction. For this, a sample survey has been done aimed at 452 heavy tourists samples and the research hypothesis has been verified through reliability and validity test by utilizing SPSS ver.18.0. The implications of this study through relational analysis are as follows. First, this study has substantial implications in that it has focused on the condition of tourism addiction and systematized subordinate concepts to concretize it and has ultimately investigated the relationship between a major cause variable and a result variable. Second, SSP of individual perspective typifies the propensity of pursuing a new experience and enjoying tension and stimulus. Also, SSP is a major factor for the foundation of various research subjects related to individual addiction(alcohol, smoking, shopping, internet, sports, etc.) and its effect concerned with tourism addiction by positive experience has been substantiated. Lastly, at the transition for the rapidly changing tourism development such as tourism culture development, the support of related industries and the diversification of available resource, the constraint that contemporaries as tourists perceive is not a simply matter originating from utilization or treatment of individual resource or in situation, but it has verified that meta needs such as addition should be satisfied in the process of gratifying desires.

The purpose of this study is the findings of the effects of the experiential consumption characteristics in the hotel business on customers’ emotional responses. Especially, this study focuses on the moderating effects of customers’ motives between experiential consumption characteristics and emotional responses. This researchers set up hypotheses referring to theoretical backgrounds and conducted a questionnaire for customers who visited the domestic five-star hotels. The findings are as follows. The First, playfulness, symbolism, usefulness and aesthetics had positive effects on customers’ positive emotional responses but it had negative effects on customers’ negative emotional responses. On the other hand, intercommunity showed the opposite effect. The second, customers’ motives had moderating effects between experiential consumption characteristics and emotional responses. When experiential consumption characteristics had significant impact on positive emotions, usefulness is controlled by hedonic motivation and aesthetics is promoted by hedonic and conspicuous motivations. When experiential consumption characteristics had significant impact on negative emotions, symbolism is promoted by conspicuous motivation and usefulness is controlled by hedonic motivation and also aesthetics is controlled by practical motivation. Hotel companies will be able to effectively segment and target market on the basis of this empirical results.

The purpose of present study was to explore the relationship between innovation and performance in tourism corporations. Based on this, a survey was conducted for 20days from 23th of October 2013 to 12th of November 2013. The tourism corporations were selected as the subject of this research, and 137 valid samples in total were collected. Current measures of innovation can be divided into six components which are marketing, product, technology, organization, process and effective improvement. Empirical findings unveiled that marketing innovation has strongest positive effects on tourism corporations' performance. The results of the research highlighted that customer orientation has moderating effects on technology innovation and process innovation whereas competitor orientation was more associated with process innovation and corporations' performance. The findings are expected to aid in knowledge of tourism corporations so they can be better managed in innovation process in the future. Moreover, it provided support for the view when top priority need to be set in management aspects.

This study was conducted to study how the use of tourism information on the Smartphone contributes to resolving tourists' restriction factors according to the values pursued by each individual tourist. A total of 374 samples were extracted among the tourists who used the tourist information acquired from the Smartphone and the following are the results of analysis using SPSS 18.0. First, the tourists who pursue emotional values perceived the polarity and usability of tourist information on the Smartphone. Second, the tourists who pursue social values perceived the reliability and interactivity of tourist information on the Smartphone. Third, the polarity of use of tourist information on the Smartphone had a significant influence on intrinsic restriction and face-to-face interactivity restriction, while interactivity had a significant influence on face-to-face interactivity restriction and usability had a significant influence on intrinsic restriction and structural restriction. Finally, the reliability of tourist information on the Smartphone rather increased the tourists' perception of intrinsic restriction. Future studies could be improved by verifying the influence of tourist information on the Smartphone on the actual behaviors and attitudes of tourists.

The purpose of this study was to provide theoretical and practical implications by examining the consumer value, quality of relationship and Brand attachment of low-cost airline users. These variables affect the sales and profit to increase the competitiveness of domestic low-cost airlines which is fiercely competitive in the global airline market. This study analyzed the effects of consumer value with the typology of functional, social, conditional, emotional and epistemic values on brand attachment with a medium of relationship quality of low-cost airline consumers. Data was collected from users of domestic low-cost airlines and 245 copies were collected, those copies with missing responses were excluded 207 copies were used for empirical analysis. The result of analysis is as follows. First, consumer value type was found to have meaningful positive effects on emotional, functional, epistemic and conditional values except for social value. Second, relationship quality of low cost airline service users was found to have meaningful positive effects on airline brand attachment. Third, consumer value types with a medium of relationship quality were found to have meaningful positive effects on brand attachment.