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관광경영연구 [Journal of Tourism Management Research]

간행물 정보
  • 자료유형
    학술지
  • 발행기관
    관광경영학회 [Tourism Management Research Organization]
  • ISSN
    2092-528X
  • 간기
    격월간
  • 수록기간
    1997~2019
  • 등재여부
    KCI 등재
  • 주제분류
    사회과학 > 관광학
  • 십진분류
    KDC 326.39 DDC 910
제19권 제4호 통권 66호 (11건)
No
1

CSR과 내부서비스품질이 내부고객만족과 이직의도에 미치는 영향 - 기업 윤리교육에 따른 조절효과 -

유창근

관광경영학회 관광경영연구 제19권 제4호 통권 66호 2015.09 pp.1-20

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The purpose of this study shows the effects with CSR suggested by casino corporation and the internal service quality and internal customer satisfaction. And also this begins with the presumption that corporate ethical education causes moderating effects between the two conceptions, CSR and internal service quality. The structural model was tested using the empirical date collected from 348 casino dealers. The study result of structural equation model(SEM) presents CSR and internal service quality have significant moderating effects on internal customer, and moderating effects on ethical education develop a significant moderating effects between CSR and internal customer satisfaction. Therefore, suppose that CSR and internal service quality suggested by casino corporation have positive effects, internal customer satisfaction will grow and turnover rate will be reduced. To make the ethical education have moderating effects on internal customer satisfaction, I assume that indirect benefit, CSR, has more moderating effects on it than direct profit, internal service quality.

5,500원

2

항공기 객실 서비스스케이프가 객실승무원의 감정반응, 직무만족과 고객지향성에 미치는 영향

양성윤, 김기범

관광경영학회 관광경영연구 제19권 제4호 통권 66호 2015.09 pp.21-40

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In the aviation industry, Airlines use of IT technology for their Cabin hardware available, and many travelers have become a factor in the satisfaction. Just we call ‘Servicescape’, Feeling of this satisfaction or dissatisfaction about Servicescape in the passengers that the crew will be delivered directly to. Now, in the human services, as well as airline Servicescape also being considered for. In-flight service, Premium airlines want to increase customer satisfaction, They training and educating their a lot of the crew and controll complaint index, management of jon skill and regulation. And support them. Compared with competitor airlines Servicescape, cabin crew feel about feeling satisfied with their job by research on customer orientation, Appropriate investment for airlines Servicescape to maintain service levels will help.

5,500원

3

호텔의 사회적 책임활동이 공중 관계성과 호텔이미지에 미치는 영향

이주형, 김수경, 최승리

관광경영학회 관광경영연구 제19권 제4호 통권 66호 2015.09 pp.41-62

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The purpose of the study aimed at examining customer response to the activities of hotel's CSR. and the effect hotel's CSR on OPR and hotel's corporate image focusing on the role of CSR Themes and Types on Involvement whether it plays a role of controlling hotel's CSR. To achieve this purpose, the study classified CSR activities into two themes: social welfare and environmental protection. Types were classified into three categories: donation/sponsorship, corporate direct activity, and volunteer activities of employees. The study carried out literature review and empirical analysis. Empirical subjects were customers who visited five-star hotels in Seoul. To investigate customer responses, the study conducted a questionnaire survey. Frequency analysis, reliability analysis, confirmatory factor analysis(CFA), t-test and ANOVA were conducted by using SPSS 21.0 version. First, in relation to hotel's CSR themes, “social welfare” was the most strongest theme to enhance OPR and hotel's corporate image. Second, in terms of hotel's CSR type, “volunteer activities of employee" was the most strongest theme to enhance OPR and hotel's corporate image. Accordingly hotel's CSR activities can be utilized as research differentiation tools.

5,800원

4

호텔 일선직원의 지각된 고객언어폭력, 감정고갈, 임파워먼트, 스트레스 대처전략, 서비스 회복성과 및 이직의도 간의 구조적 관계

이원옥

관광경영학회 관광경영연구 제19권 제4호 통권 66호 2015.09 pp.63-90

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The purpose of this study is to empirically analyze the structural relationship between the degree of their empowerment, stress coping strategies, emotional exhaustion, and recovery services and front-line staff turnover intention and a sample of the material-star hotels in Seoul. In particular, the perception of the customer verbal emotional exhaustion, exhaustion and emotional impact on the degree of separation performance and service recovery attempts to analyze the influence of service recovery performance and turnover intention. Customer verbal emotion-focused coping strategy is poured into (-) influence of emotion-focused coping strategies had a positive effect on emotional exhaustion. Empowerment is having a positive effect on problem-focused coping strategies and service recovery performance, emotional exhaustion, the sub-investigation was to influence the (+). Violence customer language having a positive effect on emotional exhaustion, emotional exhaustion unit for service recovery performance (-) affect of the uijik There was also a positive effect (+). When viewing based on the analysis above, the hospitality to achieve competitive advantage under the fierce business environment, competition day as particularly tourist hotels of the company and maintain in order to be proactive service recovery efforts of staff urgently required reduction in the turnover rate of employees excellent staff It shall prevent the departure.

6,700원

5

여행사 선택속성, 만족, 구매 후 행동간의 관계 연구 - 신혼여행상품 이용자를 대상으로 -

최윤정, 박철호, 한수정

관광경영학회 관광경영연구 제19권 제4호 통권 66호 2015.09 pp.91-110

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The objective of this research is to select the target for investigation who has experienced honeymoon at abroad and clarify the effect that selection property of travel agency by users of honeymoon products has on satisfaction, behavior intention, after purchase. This study was performed for 20~30 years adults who lived in Seoul and Incheon. The selection and satisfaction, the content scope of this research targeted locals who purchased abroad honeymoon products and time targeted newly wedding couples from December 1st, 2011 to November 30th, 2014. To achieve the this study objective, 200 valid questionnaires were statistically analyzed, using frequency analysis, reliability analysis, factor analysis, correlation analysis, regression analysis. The results show that First, Hypothesis was adopted that part of the impact on the travel scale, and reliability and Travel price highest user satisfaction. Second, Hypothesis which means that analysis after Travel satisfaction affect the behavior to users of honeymoon goods. Third, Hypothesis which means that usage convenience, professional travel agent, travel agency scale and reliability, travel deals, recommendations factors of human relations and acquaintances appeared to affect users even revisit the honeymoon goods.

5,500원

6

문화 ・ 관광분야의 지역기반 사회적경제 조직의 관계망 - 춘천시 사회적경제 조직을 중심으로 -

송미, 윤희정

관광경영학회 관광경영연구 제19권 제4호 통권 66호 2015.09 pp.111-131

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This study intends to analyze the networks of community-based small businesses related to social economy in the field of culture and tourism. For this purpose, this study adopts in-depth interviews focused on representatives or executives of seven community-based social enterprises in Chuncheon city. The main result of this study shows that the networks of community-based social enterprises related to culture and tourism are temporal, limited, and competitive each other, and restricted to the stakeholders within study area. However, most survey participants hope to build the strong networks with the community-based social enterprise out of the Kangwon province, related university and central and local governments. This study suggests the virtuous circulation of community-based social enterprises for their sustainable management, and this may be able to contribute to the development of sustainable community-based economy, because community-based social enterprises are based on the local economy and sociocultural sustainability, one of the main factors of sustainable development.

5,700원

7

재직항공사 유형에 따른 직무스트레스와 이직의도의 차이 연구 - 한국인 항공사 승무원을 중심으로 -

정태연

관광경영학회 관광경영연구 제19권 제4호 통권 66호 2015.09 pp.133-150

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The purpose of this study was to investigate the focus on verification of difference among variables(job stress and turnover intent of flight attendants) by comparing airlines' scale and nationality in order to provide the efficient human resource management system. Data were collected from the questionnaire completed by 471 flight attendants in Korea through July 21, 2014 to August 8, 2014 for about nineteen days. For the analysis of data, descriptive statistics and multivariate statistics were utilized by using SPSS 20.0 for Windows. At the very first, construct validity was verified by exploratory factor analysis and reliability analysis was made to verify the reliability of the measurement scales through Cronbach's alpha coefficients. Next frequency analysis was used for examining the distribution of demographic variables. Test of the hypotheses was assessed by One-way ANOVA performed for the difference of job stress and turnover intent. The main results are as follows; First, significance for the difference of job stress was statistically exited according to the type of service carrier. Second, significance for the difference of turnover intent was statistically exited according to the type of service carrier.

5,200원

8

항공사 객실승무원의 피로도, 개인업적이 직무만족, 직무성과 및 서비스회복에 미치는 영향

박민희, 이재곤, 박운서

관광경영학회 관광경영연구 제19권 제4호 통권 66호 2015.09 pp.151-179

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The purpose of this study is to examine the relationships among fatigue, personal accomplishment, job satisfaction, job performance and service recovery performance of flight attendant. Based on this aim, the data is collected form the flight attendants who are engaged in airline work at two major airlines in Korea. The main results are as follows; First, fatigue has positive influence with job satisfaction. Second, personal accomplishment has a positive effect on job satisfaction. Therefore, it could improve flight attendant's concentration and goal consciousness and promote the efficiency on duty. Third, job satisfaction has statistically significant effect on job performance and service recovery performance. This study can conclude that flight attendants' positive perspective on their duty increases job performance and service recovery performance. That is, active attitude on duty can improve flight attendant's satisfaction and relationship with customers. and finally escalate flight attendants' satisfaction and service recovery performance.

6,900원

9

호텔 뷔페 레스토랑의 메뉴선택속성이 고객만족 및 고객 재방문의도에 미치는 영향에 관한 연구

서상원, 류을순

관광경영학회 관광경영연구 제19권 제4호 통권 66호 2015.09 pp.181-201

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Recently a buffet restaurant has become prominent in the Korean dining industry because people can enjoy eating various kinds of unique and healthy dishes for a low price. Moreover, as the restaurant continues to improve the quality of its menu through the introduction of fresh ingredients and interesting recipes, its popularity continues to rise among diners at the five-star hotel’s buffet restaurant. The Purpose of this study is to conduct a study about customers’ satisfaction with selected foods in the restaurant based upon the number of return diners to the hotel’s restaurant. A total of 319 costomers were participated in this study. The data were analyzed by SPSS 22.0 statistical analysis program. The results demonstrate that menu quality and menu composition had positive effects on customers’ satisfaction and revisit intention. Also customers’ satisfaction had positive effects on revisit intention. Therefore, maintaining the quality of the menu and concentrating on menu composition continuously to match customers’ desires for the menu in the hotel’s buffet restaurant have a powerful influence on improving customer’s satisfaction. These findings offer practical guidelines for effective marketing strategy for the unique hotel buffet restaurant. Finally, practical implications and suggestions for future research are discussed.

5,700원

10

소비가치가 공연이벤트의 선호도와 상품속성에 미치는 영향연구

한현숙

관광경영학회 관광경영연구 제19권 제4호 통권 66호 2015.09 pp.203-224

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The purpose of this study was to verify the effect relationship between the consumption value, performing event preferences, and performing event product attributes of university students. Main analysis results showed that performing event consumption value reflected individuality value, social value, epistemic value, emotional value, and functional value, and performing event product attributes reflected core product attributes, actual product attributes, augmented product attributes, and core/actual product attributes. Hypothesis testing results showed that, first, individuality value had a negative effect on classic preferences but social value had a positive effect. Social value had a negative effect on musical preferences but functional value had a positive effect. Epistemic value, emotional value, and functional value had positive effects on play preferences but identity value and social value had negative effects, and while individuality value and emotional value had a positive effect on popular music preferences, social value had a negative effect. Second, after verifying effects between consumption value and performing event product attributes, it was found that while individuality value and emotional value had a positive effect on performing event core product attributes, social value and functional value had a negative effect. Social value had a positive effect on augmented product attributes and individuality value had a negative effect on actual product attributes and core actual product attributes. Emotional value had a positive effect on actual product attributes and core actual product attributes and functional value had a positive effect on core actual product attributes. The results of this study will aid university students in their audience development if used as baseline data when establishing performing event marketing strategies and product planning.

5,800원

11

저비용항공사의 지각된 가치가 온라인 고객만족, 신뢰 및 충성도에 미치는 영향연구 - 저비용항공사의 국내선과 국제선 비교 -

김미정, 고경표, 조의영

관광경영학회 관광경영연구 제19권 제4호 통권 66호 2015.09 pp.225-248

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The aim of this study is to analyze the effect of passengers’ perceived value on online customer satisfaction, trust and loyalty of Low-cost airlines, by conducting a survey on passengers who had experienced Low Cost Carriers in international and/or domestic flights. The result of factor analysis suggested 3 categories of perceived value-functional value, emotional value, and social value. Test of hypotheses supported the significant relationships among the variables. Findings indicated that perceived value has significant effects on the satisfaction and trust on airline websites, which, in turn, enhances customer loyalty. In particular, the effect of functional value was significant to both international and domestic flights, implying that providing a reasonable airfare is the most important. In addition, emotional value had a significant and direct effect on trust in international flights, indicating that emotional exchange and homey services are critical to increasing trust on the airline websites. Based on the study’s findings, Low-cost airlines are recommended to establish differentiated and customer-oriented marketing strategies to attract loyal customers as well as provide reasonable airfare and homey services so as to meet the expectations of customers and their perceived value for respective routes.

6,100원

 
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