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호텔 SST 인카운터의 기술패러독스 요인이 기술신뢰에 미치는 영향 - 성과모호성의 매개효과를 중심으로 -


관광경영학회 관광경영연구 제16권 제3호 통권 52호 2012.09 pp.97-120

※ 기관로그인 시 무료 이용이 가능합니다.

Nowadays, many businesses provide Self-Service Technology(SST) which customers utilize the technology by them. The SST rapidly changes the traditional relationship of service encounter, which depended on personal interaction between customers and employees. The hotels are recently increasing reservation services through Internet technology. However, the use of new technology leads to users’ disappointment and conflict without reference to their benefit and effect, which it has paradoxical nature like anxiety and stress frustration causing customer’s evasion and opposition behavior. This study was designed to settle the concept and type of technology paradox in the situation of SST in hotel to empirically analyze the mediator of performance ambiguity how the element of technology paradox affects technology trust based on consumer duality test. A survey was carried out to verify the research model and the hypothesis on customers of hotel or travel booking experience.



채용박람회장에서의 지각된 혼잡이 회피행동에 미치는 영향 - 감정적 반응의 매개역할을 중심으로 -

남유신, 김수경

관광경영학회 관광경영연구 제17권 제1호 통권 54호 2013.03 pp.117-136

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The purpose of this research is to study about the effect of the crowding degree which the visitors recognize in Job fairs on the emotional response and avoiding behavior. For accomplishing the research purpose, the objects as the viewers of the first Hotel Industry Career Fair in November 27th of 2012 for one day in COEX were actual proof analyzed using SPSS ver.19.0 statistic program. Crowding perception was divided in to human and spatial crowding degrees. Emotional response, also, was divided in to two dimensions, positive and negative responses. The main results were as followings. First, human crowding was indicated to have positive effect on positive emotion only, and spatial crowding was indicated to have negative effect on positive emotion and positive effect on negative emotion. Second, positive emotional response was indicated to have negative effect on avoiding behavior, and negative emotional response was indicated to have positive effect on avoiding behavior. Third, as a verification result of mediation effect on emotional response, it was known that the negative emotion effected on the enhancement of effect relation between human crowding and avoiding behavior significantly.



호텔컨벤션 서비스스케이프와 행동의도와의 관계에서 감정반응의 조절효과

남유신, 박정하

관광경영학회 관광경영연구 제16권 제1호 통권 50호 2012.03 pp.21-41

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In this study, a survey was carried out on customers who participate in hotel convention in the Daejeon region from January 5 through February 5, 2012 for an empirical analysis based on hypothesis generation, with the object of making investigations on the moderating effect of emotional responses on the relationship between hotel convention servicescape and behavioral intention. It was carried out by self- reported questionnaires. Total 250 copies were distributed to collect 238 copies. The factor analysis was carried out to figure out the level of hotel convention servicescape, emotional responses and behavioral intention using SPSS Win Ver. 17.0 about 203 copies except 30 copies, which are unsuitable for analysis. The level was explained. And the multiple regression analysis was carried out for hypothesis testing. Analysis showed that the hotel convention servicescape had a significant effect on the behavioral intention, and emotional responses had the moderating effect on the relationship between hotel convention servicescape and behavioral intention. Based on these findings, useful implications were brought forward.


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