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Sentiment analysis, also referred to as opinion mining, has received increasing attention as a method for evaluating customer satisfaction with hotel services. By identifying the emotions behind a review, sentiment analysis can provide useful information to support quality management and marketing. With an aim of addressing the lack of sentiment-analysis models for hotel services in Korea, this paper presents a sentiment-analysis model for analyzing online reviews written in Korean. The presented model conducts a term-frequency analysis to figure out the most frequently mentioned service attributes and identifies whether the sentiment towards each attribute is positive or negative. The model also provides a list of words associated with each attribute, such that one can clarify why customers have such sentiments for the attribute. To demonstrate the model, this paper analyzes a total of 4,203 Korean reviews on 18 5-star hotels in Seoul, Korea. ‘Hotel A’ with the most number of reviews is taken as a representative case, and its detailed results are discussed. The results show that the sentiment analysis can serve as an effective means of understanding customer needs and assessing the degree of customer satisfaction with the hotel service. The strengths and weaknesses of the hotel service can be identified as well.

The purpose of this study is to figure out the relationship of flight attendants' organizational communication on job performance and turnover intention. This research, in order to achieve its goals, has established hypothesis with theoretical background and analyzed it with actual examination. The 235 questionnaires were distributed to the flight attendants flying in the Korea based carriers at Incheon and Gimhae International Airport.for about 2 weeks from 1st to 15th of November, 2018. A total of 220 responses were used for analysis except 15 insincerity responses. Result of the research are presented as follows. First, among 4 sub-factors of organizational communication, horizontal & downward factors had significant positive effect on the job performance. Second, job performance had a significant negative effect on turnover intention. Through identifying and studying these influences relations, it was considered to be useful for developing the core programs that would play an important role for encouraging to express their opinions under free atmosphere.

The purpose of this study is to investigate the mediating effect of career preparation behavior in the 5 factors of career college students and career Select behavior. For this purpose, multiple regression analysis and mediation effect analysis were conducted based on the results of 282 questionnaires of four major departments of tourism major. First, openness to experience, extroversion, and integrity were found to influence information gathering activities and instrumental activities in the relationship between personality factors and career preparation behaviors. Second, extroversion and sincerity have an effect on the relationship between five personality factors and job select behavior. Third, mediating effect of career preparation behavior in five personality and career select behaviors showed mediating effect of extroversion, sincerity, and acceptance. Fourth, further analysis was conducted to see if there are differences in career preparation behaviors by tourism major. As a result, the foodservice science department and the tourism management department showed the highest average in the goal achievement activities, and there was a significant difference between the two departments. Finally, the theoretical and practical implications are presented based on the results of this study.

Corporate has changed its approach to CSR(Corporate Social Responsibility) from corporate philanthropy including monetary donation and aid into supporting cultural and arts activities as a strategic marketing so as to satisfy customers who seek quality of life and value and to build strong emotional connections with the customers. On the other hand, municipal governments have competitively held regional festivals using its local assets for place marketing in order to contribute to the competitiveness of the region. Therefore, community-based corporate can sponsor or hold local festivals to contribute to communities where place marketing is needed while practicing CSR at the same time. The Gyejoksan Barefoot Festival is a corporate-driven local festival that has been held by Mackiss Company since 2006. The Chungnam based company has built red clay road around Geyjok mountain which is a public place. The Gyejoksan Barefoot Festival is differentiated from other private local festivals in some ways; it has a unique content such as walking barefoot on the red clay road and Geyjoksan became a famous place while Mackiss Company has been practicing CSR. The purpose of this study is to investigate the effects of awareness about corporate-driven festivals on CSR and corporate image focusing the Gyejoksan Barefoot Festival. As a result, it was found that awareness of corporate-driven festival affects corporate image and SCR. The characteristics of corporate-driven festival can be changed according to the role of CSR in addition to the improvement of corporate image.

The purpose of this study was to examine the mediating effect of job embeddedness in maintaining occupation based on previous research findings that emotional labor of airline cabin crew due to black consumer has difficulty in sustaining the job. In order to accomplish this purpose, questionnaires were produced referencing the existing researches, and a survey was conducted on the airline cabin crews. A total of 398 usable and reliable respondents were used for the data analysis. The results of the analysis are summarized as follows. First, the partial mediation effect on organizational fit, organizational sacrifice, and organizational links was examined in relation to emotional labor, surface emotion, and turnover intention. In other words, if the employees feel that their personal values match the company, the company culture is suitable for their employees, they can accomplish the career goal, and therefore the turnover intention decreases. If you are satisfied with your company's welfare benefits or are considered to be able to work until retirement age, your turnover intent decreases. In addition, it can be seen that the turnover intention decreases when there are many colleagues who work regularly or colleagues who can give help. The managerial and academic implications based on the findings were thoroughly presented at the concluding section.

The aim of the following study is to determine the effect of hotel employees' workplace bullying on psychological contract violation and organizational citizenship behavior. The study also aims to verify the mediated effect of psychological contract violation in the relationship between workplace bullying and organizational citizenship behavior. The survey is conducted with four and five-star hotel employees, and the data of 298 participants are analyzed. The results of this study are as follows. First, workplace bullying has a negative effect on organizational citizenship behavior. Second, workplace bullying increases the perceived psychological contract violation. Third, psychological contract violation decreases organizational citizenship behavior. Fourth, psychological contract violation has a mediated effect in the relationship between workplace bullying and organizational citizenship behavior. The results of the study are meaningful as they verify the effect of workplace bullying on organizational citizenship behavior. They also allow a more in-depth understanding of how workplace bullying affects organizational citizenship behavior.

This study is to identify the relationship between the perception of glass ceiling and organizational justice perceived by employees of travel agency. Through various theoretical approaches to glass ceiling, the concept was established to set up a research model, and the significant differences and influences between the recognition and organizational justice of glass ceiling were to contribute to the travel agency's right personnel organization culture and provide basic data on human resources management. Questionnaires were distirbuted a total of 200 copies from January 30 to 30 March, 2019. The number of collected copies was 177 in total, from which 23 ineffective copies were excluded. Total 177 copies were used for an emprical analysis with SPSS 22.0 and hypotheses were examined using multiple regression analysis. The theoretical background of the study and the results of the study through empirical analysis are as follows. Analysis of the impact relationship between the perception of glass ceiling and organizational justices of travel agents showed that 'procedural justice' had a negative effect on the 'welfare' factor and 'distributive justices' had a negative effect on the 'promotion' factor, respectively. The results of this study suggest practical implications by providing basic data on how travel agents should utilize and develop female human resources and what they need to do so.

The purpose of this study is to suggest the implication for Airline Marketing Communication based on domestic airlines. Over the past 10 years in Korea, many airlines' marketing research has been gradually increasing, also it was applied to various airlines. The study analyzed which marketing communications would work in favor of airlines amid fierce competition. This research has analyzed the influences of Airline Marketing Communication on Relation Continuing Intention through Airline Image and Brand Awareness. The study method was to conduct a online survey research targeting the various tourists. The empirical survey was conducted between March 10 and 22, 2019, and 213 valid questionnaires were analyzed. As an analysis method was conducted to verify a analysis of frequency, correlation analysis, factor analysis, linear regression analysis and study model hypotheses. The study results showed that first, Airline Marketing Communication was divided into advertising, word of mouth, sales promotion, physical environment according to the literature review. Analysis showed that Airline Marketing Communication has effect on Airline Image. Second, Airline Marketing Communication has effect on Brand Awareness. Third, Airline Image has effects Relation Continuing Intention. Forth, Brand Awareness has effects Relation Continuing Intention. The findings has significant implications for Airline Marketing Communication and academic researchers. This research has several implications such as Airline Marketing Communication requires what kind of online strategies focused on in order to predict passenger's Relation Continuing Intention.

The cost of creating new customers is five times higher than that of maintaining old ones, so strategically maintaining the ones already captivated is far more meaningful than creating new ones. When travelers are satisfied with their trips, the possibility of revisiting is higher. But not all satisfied travelers revisit the destination or recommend it to others. Tourism are regarded as a behavior that consumers pay for pleasant experiences and ultimately acquire pleasant memories. Therefore, the most important thing for tourism behavior is to get relevant memories of valuable travel experiences. The purpose of this study is to explore the relationship between memory storage which is influenced by travel experience and tourists' satisfaction and loyalty. The results of this study are as follow: Firstly, travel experience has an impact on memory storage, in which life vitality, knowledge and sensory experience has an impact on both in short-term memory and long-term memory. Secondly, short-term memory has an impact on satisfaction while long-term memory does not have an impact on tourists' satisfaction. Thirdly, long-term memory has a great impact on loyalty. Lastly, tourist satisfaction has a positive impact on loyalty.

The purpose of study is to investigate the relationship between the cost of debt and the financial leverage of hotel companies. It selected 32 out of 45 five star hotels in Korea and presented the following research results. First, while cost of debt are low at 3.09%. Howerver the average DFL was 1.40 and the maximum is 37.5. As a result, some hotel companies have high financial volatility due to the cost of other capital. Second, empirical analysis shows that DFL, debt ratio, return on assets, and the security solvency have a common influence. In other words, it is influenced by measurement variables and affects the future cost of debt. The results showed that the present financial leverage, which is measured by the risk of the company affects the procurement of cost of debt in the future's. Therefore, managers and creditors need to be aware that risk premiums can be reflected by affecting the procurement of cost of debt in the future according to the current financial risk.

In this research the phenomenon of the growing interest in heritage tourism emblemizing history and the past in regions holding modern cultural heritage is observed. Modern cultural heritage, having been formed from the opening of Korean ports(1870s) until the obtaining of independence(mid-20th century), can be described as the cultural and historical output connecting Korea’s medieval and modern times. At the beginning, modern cultural heritage was regarded as negative, being a part of the shameful episode in Korean history (Japanese colonial era) that was intended to be hidden. As for the present, it has come into the spotlight as a unique fusion of traditional and occidental cultures, becoming a popular tourist attraction. Therefore, taking the phenomenon mentioned above, in this study the concept and the value change of modern cultural heritage, and Korean and foreing preceding researches on modern cultural heritage were examined. Furthermore, this study theorizes that the application of cultural memory, nostalgy, authenticity, landscape etc from a touristic point of view is possible, taking modern cultural heritage as an object. Providing basic data and scientific foundation for further researches on modern cultural heritage in the field of tourism is also a purpose of this study.

The purpose of this study was to investigate the relationship among Organizational Culture, Job Satisfaction, Organizational Commitment and Customer Orientation of hotel company in Busan. For the purpose of study, 237 survey questionnaires were distributed among the employees who are working for hotel company in busan from 11th Feb, 2019 to 25th Feb, 2019. Due to the reliability of data, 9 samples were discarded and 228 samples were put to actual analysis. In order to accomplish the purpose of the study, the researcher conducted and analyzed by using SPSS Ver. 21.0 statistics package. The results of the study are as follows. First, the organizational culture which is consist of relationship-oriented culture, innovation-oriented culture had significant effects on job satisfaction. Second, the organizational culture which is consist of relationship-oriented culture, innovation-oriented culture, task-oriented culture and rank-oriented culture had significant effects on organizational commitment. Third, the organizational culture which is consist of relationship-oriented culture, innovation-oriented culture and rank-oriented culture had significant effects on customer orientation. Fourth, job satisfaction had significant effects on customer orientation. Lastly, the organizational commitment had significant affect on customer orientation. This study shows that the establishment of the organizational culture suitable for the new flow is very important for the development of the hotel.

The purpose of this study is to investigate the effect of social responsibility activities on the brand equity and brand attitude of restaurants. In addition, research models and hypotheses were set up through previous researches in order to understand the role of trust in brand equity and brand attitude. In order to achieve these research objectives, we conducted an empirical analysis on customers using Daejeon area eateries. We conducted a preliminary study on convenience sampling, which is a non - probability sampling method, The legislative survey was conducted for about a month from July 1, 2017 to July 30, 2017. The total number of questionnaires distributed was 350, and a total of 256 copies were collected. Of these, 238 questionnaires that can be analyzed statistically except for the untrue answers were analyzed by frequency analysis, factor analysis and reliability of each measurement variable through SPSS 18.0 statistical package program Multiple regression analysis and hierarchical regression analysis were carried out for verification and hypothesis testing. As a result, social responsibility activities have a significant effect on brand equity, and brand equity has a significant effect on brand attitude. In addition, trust variables have a moderating role in brand equity and brand attitude. And suggests academic and practical implications.

The purpose of this study was to investigate the effect of relationship conflict on the job engagement and organizational commitment of hotel employees focused on the moderating effect of ego resilience. The data collected from a survey of 300 Hotel Employees working on was analyzed using exploratory factor analysis, multiple regression analysis and mediation regression analysis. And, through the study result, the necessity of the relationship conflict in the organizational aspect is presented with theoretical and practical implications. The study result shows that, first, for Hypothesis 1, the relationship conflict had significant negative(-) influences on job engagement. Second, Hypothesis 2, it was found that relationship conflict had significant negative(-) influence on organizational commitment. Third, for Hypothesis 3, job engagement positive influences the organizational commitment. Forth, for Hypothesis 4, moderating effect of ego resilience is not significant in the relationship Relationship conflict and job engagement. The results also show that the ego resilience is not able to control the relationship conflict. Lastly, Hypothesis 5, moderating effect of ego resilience is significant in the relationship Relationship conflict and organizational commitment. The results also show that the ego resilience is able to control the relationship conflict. Therefore, measures to minimize the relationship conflict among members of organization should be considered and, in the future, related studies should be performed as well.

The purpose of this study is to identify the influence of customer’s complaining behavior on the job stress and turnover intention of food service employees. Then, this study tried to find out the moderating effect of self-efficacy in the influencing relationship between the job stress and turnover intention. For the research, this study conducted a survey on food service employees working at hotels and food service companies in Seoul, Gyeonggi, and Incheon regions by using Google survey system. This study used the questionnaires surveyed from March 05 to March 29, 5:00PM and used 228 questionnaires on the empirical analysis after excluding 28 unfaithfully filled out questionnaires For a complaining behavior as the independent variable, this study composed of it with direct complaint, indirect complaint, and complaint from the third person. Also, this study composed job stress, turnover intention, and self-efficacy in a single dimension. In hypothesis 1, the direct complaint and complaint from the third person had a positive influence on the job stress. In hypothesis 2, the direct complaint and indirect complaint had a positive influence on the turnover intention. In case of hypothesis 3, the job stress had a positive influence on the turnover intention. For hypothesis 4, the self-efficacy showed a moderating effect in the influence of job stress on the turnover intention. The study results suggest theoretical and practical implications on human resource management for food service companies.

To investigate the service quality of buffet restaurants, customers who have used buffet restaurants over the past 6 months, analyzed the Kano model through 357 samples, and found that 10 single quality factors, 5 indifferent quality factors and 1 attractive quality factor As a result of the calculation of the customer satisfaction coefficient, the factors that can increase the satisfaction with the satisfaction index value are 'overall value of the dining experience', 'excellent value for price', 'reasonable price', 'discount / coupon / sales promotion' And the overall cleanliness of the food, it is possible to reduce customer dissatisfaction and improve the level of expectation. PCSI indices are calculated to determine the extent to which customers' satisfaction can be improved when the quality factors of the optional attributes are satisfied. From the highest order, 'taste of food', 'freshness of food', 'overall cleanliness' , 'Friendly and friendly employees', etc., And it is classified as a unitary quality factor in the Kano model classification as a whole, and these factors are the factors that give the highest satisfaction to customers when they are improved, so more active efforts are needed.

The purpose of this study is to investigate the relationship between the experiential factors of luxury hotel open kitchen restaurants, level of satisfaction, emotional immersion and behavioral intention. For the purpose of this study, surveys were conducted, both online and offline intercept surveys, against customers who have used first class hotel open kitchen restaurants in Seoul and Jeju in the last three months, from May 20 to May 26, 2018. A total of 316 surveys were collected for analysis, and empirical analysis was performed using the SPSS /AMOS program. A frequency analysis was conducted to explore the demographic characteristics, followed by reliability verification and confirmatory factor analysis, and the hypothesis was verified through the structural equation model (SEM). The results of hypothesis analysis are as follows. Hypothesis #1 was partially adopted as only the aesthetic experience was found to have a positive (+) effect on the level of satisfaction. In Hypothesis #2, the level of satisfaction had a positive (+) effect on the emotional immersion. In Hypothesis #3, emotional immersion had a positive (+) effect on the behavioral intention. In Hypothesis #4, the level of satisfaction had a positive (+) effect on the behavioral intention. In Hypothesis #5, the level of satisfaction had a positive (+) effect on the behavioral intention with emotional immersion as a mediator. Therefore, most of the hypotheses were adopted. The results of this study proposes theoretical and practical implications for the experience of service providers.

The purpose of this study was to examine the effect of service recovery strategy on recovery satisfaction and customer behavior intention in hotel industry with CURE scale, and investigate whether controllability is moderating between recovery strategy, recovery satisfaction and customer behavior intention. The survey was conducted from Nov.1 to Nov. 14, 2018. A total of 255 questionnaires were used for statistical analysis. The results of the analysis were as follows: first, an effort and apology were the actions in hotel recovery strategy that had an positive impact on the recovery satisfaction. Second, an effort and apology were the actions in hotel recovery strategy that had an positive impact on customer behavior intention. Third, the recovery satisfaction had a significant positive impact on customer behavior intention. Finally, controllability played a moderating role between recovery satisfaction and customer behavior intention. From these results, this study provides extended data for the hotel’s service recovery strategy, and hotel employees will improve their service skill.

What factors of loyalty program make a significant change in customer behaviors have not been clearly verified in the cafe business. This study aims to identify whether the perceived benefits of lower variables of cafe loyalty program influence consumer loyalty mediated through commitment to cafe brand. Cafe loyalty program includes lower variables of monetary, exploration, entertainment, ego pleasure, and social benefit. The number of 258 cases was used for final analysis out of 289 cases surveyed. Frequency, reliability, and confirmatory factor analysis have been conducted to analyze the data employing SPSS statistics 20.0 and AMOS. Further, the propositions have been analyzed using structural equation modeling. The results indicate entertainment and social benefit significantly influence brand commitment while monetary, exploration, and ego pleasure fail to make the impact. Additionally, the results show that only ego pleasure make a significant impact on customer loyalty while the other lower variables failed to make it. Finally, brand commitment fully mediate the relationship between entertainment and customer loyalty and the relationship between social benefit and customer loyalty while the other mediating effects result in rejection. The study results imply the recognition of guests play significant role in the cafe business to enhance customer loyalty and the cafe managers need to be strategically involved in fostering brand commitment to connect the loyalty program and customer loyalty.

중국은 눈부신 경제성장과 더불어 세계관광시장의 주요 관광객 송출국이 되었다. 중국인의 관광목적지 중 한국은 상위10위권에도 들지 못한 실정이다. 관광목적지의 통합마케팅커뮤니케이션이 절실히 필요한 실정이다. 관광목적지 통합마케팅커뮤니케 이션의 SNS주요 형태가 위챗공중계정을 사용한다는 것을 연구를 통해 알게되었다. 중 국인들의 주요 관광목적지 정보는 위챗공중계정의 마케팅을 통하여 한국을 방문하지 만 인프라와 계정숫자가 턱없이 부족한 실정이다. 위쳇공중계정의 현황과 문제점 연 구결과 위챗공중계정 팬의 수를 증가시킬 수 있는 모멘트 혹은 플랫폼 증가, 이벤트 를 통한 리뷰 작성 증가 유도, 채팅방의 키워드 자동 답장 내용 증가, 푸시메세지 1일 1개 발송, 팬들이 한국관광목적지 계정에 접속할 수 있도록 모든 콘텐츠의 연계방법, 관광목적지 위챗공증계정 설문조사와 문제점 수정보완이 절실히 필요한 상태이다.

China with its emerging economy has become one of the world’s most suppliers in outbound tourism. When we take a look at the list of the main destination for Chinese outbound tourists, the Republic of Korea barely ranks in the top ten. This shows that Korea is in great need for using the IMC in destination marketing. From this research we found that the WeChat SNS was the most used IMC for destination marketing in China. Many Chinese tourists have visited Korea by using the WeChat SNS however, lack of information and contents were causing problems. Taking a closer look at the WeChat SNS provided by the Korean community we have come up with some solutions by researching the current status and the problem. In order to increase the number of visitors there needs to be an increasing number of moments or a platform, promote more reviews by engaging visitors to sign up for special events, add more automatic answers to key words in chat rooms, send push messages once a day, combine all contents to help Chinese visitors easily access to the Korean tourism destination in the WeChat SNS, and finally construct a survey on the WeChat Korean destination SNS and supplement and revise any problems.

The purpose of this study wants to seek the theory and marketing strategic for management and sales of the coffee shop through the effect of customer's experiential value on brand image and revisit intention. Total 300 surveys were distributed, 252 Samples was used in data analyses. The result of analysis is as follows. First, service excellence of customer's experiential value had the most significant influences on brand image and efficiency, playfulness also were effected. Second, playfulness had a positive influence on revisit intention and service excellence was effected. However, efficiency had no effect on it. Third, brand image had a positive effect on revisit intention. The results show that service excellence and playfulness were verified significant sub-variable in experiential value on brand image and revisit intention. Therefore, managements need to induce revisiting and improve of the brand image and enhance customer satisfaction by differentiated service and emotional marketing.

This study is to examine how Career Exploration Behavior of students on Airline service department was affected by their Body Image Recognition and Self-Esteem. The useful questionnaire surveys of 269 from 300 surveys during November in 2018 were finally analyzed by operating SPSS 18.0 and AMOS 18.0 statistics. First, the results of those study confirmed that Body Image Recognition positively affects to all factors of Self-Esteem, which are Recognition from oneself and others, Recognition from society, Social contribution, and Recognition from parents. Secondly, Self Esteem partly affects to Career Exploration Behavior, For a detail, Recognition from society negatively affects to Job Exploration, Social contribution positively affects to Self Exploration, and Recognition from parents positively affects to Job Exploration. Thirdly, Body Image Recognition positively affects to Job Exploration and Self Exploration of Career Exploration Behavior. Based on those results, this study suggested that the Airline Service Department needs to lead some programs in order to enforce Career Exploration Behavior of students. Also some contribution, limitation, and recommendations were suggested for the follow-up research.

This study researched the influence of perceived risk on image and switching behavior of destination. First, the influence of perceived risk on destination image was examined. Second, the effect of perceived risk on switching behavior of tourist attraction was clarified and lastly, the influential relation between image and switching behavior of destination was researched. The period of survey is from June 10th to June 20th in 2019 and total 230 sheets of questionnaire were distributed and then final 217 sheets of questionnaire were analyzed except unreliable 13 pieces of questionnaire. First, when it comes to the influential factors of perceived risk on destination image, a financial risk and a temporal risk have a statistically significant positive effect on cognitive image. Second, a perceived risk does not have any influence on switching behavior, which is a different result from precedent researches. Third, as for the influential factors of destination image on switching behavior, both perceived image and emotional image have statistically significant positive effect on switching behavior.

The purpose of this study was to analyze the types of professors' teaching behavior perceived by university students majoring in airline service using Q-methodology. For this study 29 Q-samples were selected from 65 statements through literature reviews and in-depth interviews with the professors and the students in the department of airline service. 32 students were participated as p-samples and performed Q-sort. The types of perception were classified into three categories. The first type of perception was 'warm and friendly approach', the second type was 'professional knowledge' and the last type was 'career counseling'. This study could be differentiated from other studies on professors' teaching behavior by using Q-methodology. These results of this study will be helpful for teaching and understanding the students at university. Based on these results, the researchers discussed some theoretical and practical implications and suggested future research directions.

The purpose of this study is to investigate the effect of work-life balance on the relationship between job satisfaction, life satisfaction, social support, and organizational commitment and the mediating effect of job satisfaction and life satisfaction and the moderating effect of social support. Data was collected through a survey from 363 employees in rooms and F&B, 5-star hotel, Seoul, Republic of Korea and SPSS 20.0 and Amos 24.0 was used to test the research hypotheses. The hypothetical results are following; Hypothesis 1; work-life balance has a positive effect on job satisfaction. hypothesis 2; work-life balance has a positive effect on life satisfaction. Hypothesis 3; work-life balance has a positive effect on organizational commitment. Hypothesis 4; job satisfaction has a positive effect on organizational commitment. Hypothesis 5; life satisfaction has a positive effect on organizational commitment. H6; the mediating effect of job satisfaction and life satisfaction on the relationship between work-life balance and organizational commitment was fully mediated. In the moderating effect of social support, Hypothesis 7a was not supported; the relationship between work-life balance and job satisfaction. Hypothesis 7b was supported; the relationship between work-life balance and life satisfaction. Hypothesis 7c was not supported; the relationship between work-life balance and organizational commitment.

The purpose of this study aimed to explore 1) the relationship between physical attractiveness and emotional attachment of the service employee second, the relationship between emotional attachment and relationship satisfaction, Third the relationship between physical attractiveness and relationship satisfaction the last mediating effect of emotional attachment. The result of the study are as follows; First, the physical attractiveness to service employees positive effected emotional attachment. Second, the emotional attachment had a positive effect on relationship satisfaction. Third, the physical attractiveness had a positive effect on relationship satisfaction. Fourth, the emotional attachment to the service employees played a mediating role between physical attractiveness and relationship satisfaction. This study has contributed to broadening the understanding of the effects of the physical attractiveness from a consumer's perspective which is still limited by clarifying the effects of the physical attractiveness, emotional attachment, and relationship satisfaction.

Previous studies have been conducted only on users and experienced users, which seems to be similar to the 'survivorship bias' of World War II. Consumers who are accustomed to experiencing and using new technologies are now using almost all of these application services. Perhaps the biggest choice for such consumers is the price factor. That is why it is time for us to turn our eyes to non-users, or potential consumers, who are unfamiliar with the experience of these new technologies. Therefore, this study was conducted for non-users of travel reservation applications and wanted to know why they were reluctant to use them. Through convenience sampling method, total 200 surveys were distributed to Travel Reservation Application Non-User. The results of this research is presented as follows: First, technical readiness affects perceived ease of use. Second, technical readiness affects perceived usefulness. Third, perceived ease of use affects perceived usefulness. Fourth, perceived usefulness influences behavioral intentions. Fifth, perceived ease of use affects behavioral intentions. Sixth, technology readiness affects behavioral intentions. Seventh, the perceived usefulness between technology readiness and behavioral intent has no mediating effect. Eighth, ease of use perceived between technology readiness and behavioral intent has mediating effects.

The purpose of this study is to identify the influence of interpersonal stress felt by food service employees on job burnout and turnover intention. For the research, this study conducted a survey on food service employees in Seoul regions. Total of 230 questionnaires were distributed and 203 of them were collected. Then, this study excluded 31 unfaithfully filled out questionnaires with uniform answers and used 172 questionnaires for the empirical analysis. This study divided the interpersonal stress of the food service employees into 4 dimensions including relationship with supervisor, relationship with co-workers, relationship with followers, and relationship with customers. Then, this study set job burnout and turnover intention as the single dimension. The hypothesis testing results were as follows. First of all, the relationship with supervisor and relationship with customers among the interpersonal stress factors had a positive influence on the job burnout. Secondly, the interpersonal stress had no influencing relationship with the turnover intention. Third, the job burnout had a positive influence on the turnover intention. Fourth, the relationship with supervisor and customers among the interpersonal stress factors had a positive influence on the turnover intention through mediating effect of job burnout. The study results provide the implications in the aspect of human resource management in the food service companies.

The aim of this study was to test the effect of Jaycustomer`s behavior of customers on service sabotage of employees of Chinese hotels, and moderating effect of service flexibility in the above causal relationship. The findings of this study are as follows. First, this study conducted a multi-variate regression analysis to examine the effect of Jaycustomer`s behavior of customers on service sabotage of hotel employees, and found that both of the two sub-variables of Jaycustomer`s behavior of customers-rude behavior and neglecting attitude-have significant and positive (+) effects on service sabotage. Second, Hierarchical regression analysis examining the mediating effect of service flexibility in the relationship between Jaycustomer`s behavior of customers and service sabotage of Chinese hotel employees proves that the interaction item of Jaycustomer`s behavior of customers and service flexibility is statistically significant. In other words, even if there is a possibility that service sabotage caused by Jaycustomer`s behavior of customers can happen, if employees are highly conscious of service flexibility, they are less likely to resort to service sabotage because they try to maintain continuous cooperative relationship with customers. Accordingly, first, those hotels need to search for the ways to minimize Jaycustomer`s behavior of customers (for example, the Law to Protect Emotional Labor). Second, those hotels need to support employees to make them endure Jaycustomer`s behavior of customers (for example, minimizing stress of employees caused by Jaycustomer`s behavior of customers through periodic psychology tests and linking with a professional psychological consulting center). Third, even if employees clearly perceive Jaycustomer`s behavior of customers, they need to be managed not to fall into service sabotage (for example, management of service mind of employees through strengthened service education and improvement of rapport).

The purpose of this study is to investigate the structural relationship between intellectual capital, knowledge management activities and non - financial performance of hotel employees. Two hypotheses were set up based on the theoretical background in order to grasp the intellectual capital, knowledge management activities, knowledge management activities and non - financial performance of hotel employees. The survey was conducted from October 1, 2018 to October 30, 2018, and 300 copies of the questionnaires were distributed to 19 - part insecure or inconsistent questionnaires. And finally 281 copies were used for empirical analysis. In order to verify the hypotheses presented through the research model, frequency analysis, exploratory factor analysis, and reliability analysis were analyzed using SPSS21.0, and the measurement model ), Confirmatory factor analysis was performed and correlation analysis was performed between the measured variables. As a result of the structural equation modeling analysis to verify the structural model with AMOS 21.0, the intellectual capital of the hotel employees has a significant influence on the knowledge management activities, It is confirmed that the level of knowledge creation among the employees is improved and the knowledge utilization becomes possible based on the shared knowledge. And knowledge management activities of hotel employees were proved to affect non-financial performance. Therefore, it can be concluded that the proposed hypothesis was adopted in the present study through the rationale of the previous research. In conclusion, hotel employees' intellectual capital (human capital, structural capital, customer capital) has a significant influence on knowledge creation and sharing. This is because knowledge management acquires intellectual capital and guarantees growth in companies, so it is necessary to manage intellectual capital successfully. Also, since knowledge management activities of hotel employees affects non-financial performance, knowledge workers' activities of hotel employees are found to be important.