• Journal of Digital Convergence
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• v.20 no.4
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• pp.111-117
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• 2022

In this study, the factors of customers' selection attributes on family restaurants, brand images, and the effect on revisit intention were analyzed. Specifically, the effects of brand, store, and price, which are sub-factors of family restaurants, on customers' revisit intention, store/service value, brand value, food effect, and revisit intention were examined. Among the brand image and four family restaurant selection attributes derived from this study, the most significant selection attributes were the cleanliness and hygiene of family restaurant stores and the menu and quality of family restaurant stores. Therefore, it can be said that family restaurants are price attributes and store/service attributes that have the most influence among the selection attributes. Through this, we intend to provide basic data necessary to find development plans through strategic plans for family restaurant management in the future.

• The Journal of Bigdata
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• v.7 no.2
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• pp.195-204
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• 2022

The tourism industry is facing a crisis due to the recent COVID-19 pandemic, and it is vital to improving profitability to overcome it. In situations such as COVID-19, it would be more efficient to sell additional products other than guest rooms to customers who have visited to increase the unit price rather than adopting an aggressive sales strategy to increase room occupancy to increase profits. Previous tourism studies have used machine learning techniques for demand forecasting, but there have been few studies on cross-selling forecasting. Also, in a broader sense, a resort is the same accommodation industry as a hotel. However, there is no study specialized in the resort industry, which is operated based on a membership system and has facilities suitable for lodging and cooking. Therefore, in this study, we propose a cross-selling prediction model using various machine learning techniques with an actual resort company's accommodation data. In addition, by applying the explainable artificial intelligence XAI(eXplainable AI) technique, we intend to interpret what factors affect cross-selling and confirm how they affect cross-selling through empirical analysis.

• Journal of the Korean Society of Food Culture
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• v.23 no.5
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• pp.605-615
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• 2008

The principal objective of this study was to categorize service attributes on the basis of the asymmetric and non-linear relationship existing between service attributes and customer satisfaction. Researchers generally assume that service attribute performances and customer satisfaction are both symmetrical and linear. That is to say, improvements in attribute performance will inevitably result in increased customer satisfaction. However, this is not always the case. Certain attributes have been shown not to create satisfaction even when improved, and others do not create dissatisfaction even when their performance ratings become negative. Understanding this relationship is crucial not only to researchers, but also to service managers. Service managers can arrange their priorities with regard to which attributes must be improved or promoted first, in an environment of limited technical, financial, and human resources. Many studies into this asymmetric and non-linear relationship have recently been conducted, beginning with Herzberg's motivation-hygiene theory (1976) and the disconfirmation theory, which was eventually developed into Kano's model (1984). This study attempted to determine the impact level of service attributes on incidents of satisfaction or dissatisfaction. It used 30 service attributes generated by Park (2008) in the CIT research into family restaurants. The data were collected from 600 participants, 300 incidences of satisfaction and 300 incidents of dissatisfaction, via an online survey. The t-test was used to confirm the difference between the satisfaction group's and dissatisfaction group's attributes. 11 attributes were found to be significant at a level of p>0.05. This indicates that the 11 attributes exerted different impacts on satisfaction and dissatisfaction, which confirmed the asymmetric and non-linear relationship. 14 attributes were categorized into the core service, 1 attribute into the quality service, 7 attributes into the basic service, and 8 attributes into the neutral service. Strategic customer service management was recommended for the 'A' family restaurant as an example, on the basis of the asymmetric and non-linear relationship and the characteristics of the four service factors.

• Land and Housing Review
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• v.13 no.1
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• pp.23-38
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• 2022

As city tourism has recently been evaluated as a major indicator of urban competitiveness, strengthening the role of cities as tourist destinations has received more attention. However, industrialization and urbanization of many cities lead to population decline, extinction of traditional industries, and deterioration of living environments, weakening urban functions and competitiveness. Thus, it is essential for declining cities to build a measure to restore urban competitiveness by enhancing urban functions. Accordingly, this study focused on socio-cultural urban regeneration by exploring physical spaces for tourism destinations in declining cities. Different from general tourist destinations, tourism destinations of urban regeneration have a temporal perspective covering the past, present, and future. How does the temporal perspective of urban regeneration tourist destinations affect tourists' satisfaction and behavioral intention? In order to address these questions, this study conducts an empirical analysis based on structural equation modeling (SEM) using the sample of tourists who have visited urban regeneration tourism destinations. With SEM, this paper investigates structural relationships across variables by testing the hypothesis established in the proposed research model. The results show that precious memories of the past are the most important factor for tourists to visit urban regeneration tourist destinations. The empirical findings of this study will contribute to the research areas of urban tourism, urban regeneration tourism, and urban regeneration tourism destinations. In addition, this study can provide practical implications to develop socio-cultural contents of urban regeneration areas as tourism resources to establish plans for urban regeneration projects and achieve sustainable development strategies.

• Management & Information Systems Review
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• v.37 no.4
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• pp.175-193
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• 2018

As a new type of business model in the market competition situation of tour companies, this study has developed to the online form of the travel industry to the business form which is the combination of the electronic commerce function and the mobile service process in the provision of the simple web-site, This study explores the difficulties of change for the development of the travel industry from the point of view that recognition is not a simple marketing strategy diversification means but a change of recognition as a business model for expanding new markets or creating new markets. The factors affecting the choice of online travel agent (OTA) and the factors that influence the choice of online travel agency were analyzed. Were used for the empirical survey. The purpose of this study is to investigate the factors influencing the choice of online travel agents who have experience with or experience using online travel agency (OTA), what factors are important to them, and how they differ in importance when visiting again. The results of this study are as follows: First, there was a significant difference between the first and second visitors of online travel agencies. The results of this study were as follows: Attitude toward resolving complaints, convenience of change and cancellation, delivery of tickets and documents, convenience of complaints, The emphasis should be on establishing and strengthening service environments such as the speed of updating the latest information, the simplicity of the booking procedure, the degree of satisfaction of the past, the ability of employees to handle their work, the safety of various payment methods and settlement, The results of this study are as follows: First, the satisfaction of the online travel agency is influenced by the selection factors of the selected online tour agency, and the A/S such as the convenience of prompt delivery, Environmental factors contributed to satisfaction. It is suggested that the systematic service structure such as customer satisfaction and ease of use is a necessary marketing strategy for survival and development of online travel agencies. It is suggested that the marketing concentration strategy with the first visitors as the target market is effective and this is a part of the marketing strategy for the survival of online travel agencies.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.7
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• pp.231-266
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• 1997

TQM is a whole process of systemizing, documenting and measuring of service quality scientifically to achieve zero defects in product quality and to continue to improve the body of the product quality by itself. To have this process be improved continuously, first of all it needs to prepare an ideal environment to understand and to conform to its internal and external customers', that is every guests' and employees' expectations and demands. Then it has to be followed by the next step removing some negative aspects that could be derived from the first mentioned process The third step is to cut the cost be suitable compensation rather than an attitude trying to solve the problems in an easy way. The last essential factor for setting up TQM system is to make good use of the outstanding feature or process as it is reviewed against the superior benchmark. The purpose of this study is meet the customers' expectations and to maximize the hotel's profits by searching TQM(total quality management) strategy in hotels. To attain this research's objective, it follows these three details. Firstly, it defines TQM and its contents. Secondly, it provides the standard of hotel TQM throughout some case studies. Thirdly, it suggests TQM strategic plan in tourism hotel as one of professional management strategies. Two useful methods are used together to achieve the goal of this study. To confirm its theoretical consideration, descriptive studies by the research documents its theoretical consideration, descriptive studies by the research documents published in and out of the country is used. The other is case studies of TQM execution in real hospitality industry, which present the cases of the airline, Jefferson Memorial and the hotel. This research is targeting to demonstrate the successful TQM's exercise in a hotel industry by completing the theoretical studies and case studies on service product quality with an understanding of its importance. As it is said earlier, to lead to the successful TQM's practice, it is necessary to maintain a constant training of the employees. Secondly, it also must identify where it has to focus on to deliver a professional quality management. Thirdly, effective quality management organization needs to be build up. The manager's strong will to accomplish and the employee' active participations are the last condition to be succeed. Once again this study places an emphasis on the fact that TQM is critical to maximize the customers' satisfaction and the hotel's profitability. It is also very worthwhile to have every people working on front line recognize why the TQM is important and further more how they can contribute to improve their service quality by a positive participation and a careful observation of TQM's operating in their property.

• Journal of the Korean Institute of Landscape Architecture
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• v.39 no.5
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• pp.48-56
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• 2011

The objective of this study is to develop quantitative criteria for setting reasonable standards and regulations for building heights in collective facility districts inside national parks or those connected to their borders. Heights of all building sin collective facility districts were simulated in order to determine heights of ridge lines of sight passing the upper parts of buildings from a main view point. Where a facility's zone is located at the inside or boundary of inland mountainous national parks, and there are coastal type national parks with mountains in the background, the study recommended assigning the maximum allowable height of a building as 8.82m if national park authorities intend to preserve the ridges at three-tenths the height of a mountain. It amounts to 3 or 3.5 stories when it is converted into the number of floors. It is desirable to apply this standard to accommodations like a hotel except lodge or cottage as the maximum allowable height of a building. Nevertheless, when there aren't back mountainous areas among coastal-type national parks, there is a need for applying a separate standard. If an equal and uniform standard is applied to all collective facility districts, it becomes difficult to address local differences when managing landscape. There must be flexibility when applying a standard, depending on variables such as location of view points, differences in the methods of selection of view points, and differences in view angles, etc. Thus, there is a need for different landscape management strategies that address the unique natural environment of different zones.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.17 no.2
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• pp.678-689
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• 2016

This study examined the effect of the internal marketing policies of financial institutions on the job satisfaction and customer orientation of employees. Many studies have examined internal marketing policies. On the other hand, these studies focused the employees in the service industries (e.g. travel agencies, airlines and hotel, etc.) With the drastic change in financial institutions in recent years, financial institutions are conscious of the importance of customer service and have increased their efforts to manage and train their employees (e.g. expansion of empowerment, education and training, management support, and compensation system). The authors conducted an empirical analysis based on the assumption that these internal policies are effective in increasing the job satisfaction of employees and further influence the customer orientation. The results showed that 'empowerment, management support and compensation system' of internal marketing policies have meaningful effects on job satisfaction, whereas the education and training does not. In addition, job satisfaction has a meaningful effect on the customer orientation and on a mediating effect between internal marketing policies and customer orientation. These results indicate that the internal marketing policies of financial institutions can help improve job satisfaction and customer orientation.

• Culinary science and hospitality research
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• v.6 no.1
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• pp.57-78
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• 2000

In the 21st century the size of sales of food service business in Korea will be 30 trillion won which means Food service business in Koreas is a mega market, but it is only quantitative growth and might face the limit of growth. At the same time it is predicted that from the academic world Food service business will develop endlessly after IMF condition. Of course I hope so as a member of national. Al though I propose that quantitative side is important, qualitative side must not be disregarded the present and future customer is needs should be met because the 1st goal of company is to achieve a management goal and pursuit profit. The present situation requires a peculiar and specific strategy of its own which can not be followed by competing hotels so that value can be created and buying intention can be occurred after buying. Until now the goal of marketing campaign has been transacted marketing just for closing a transaction, but it must be related marketing which is seeking mutual interests of customer and company. The strategies to attain these goals are : 1) to change from products and service management-focused to customer management and relationship building-focused. 2) to establish a core strategy which needs to be changed from market occupancy of volume expansion to customer occupancy. 3) to change from one-way communication to two-way communication. 4) to change from large scale marketing by company dimension to small scale marketing by sections. If companies focus on core benefit and augmented service to be sought by customers and make every efforts to create a value customer occupancy will increase automatically, the reduction of marketing cost will be followed, and marketing efforts will be much more efficient. In introducing a new product it is still easier to diffuse through the existing customers, and also important market information can be obtained from customers using this close relationship. If this close relationship maintains well customers will say even a trivial inconvenience and complaint and propose an idea of new product. Kotler divides relationship marketing into 5 stages such as Basic, Reactive, Accountable, Proactive, and Partnership. From the 1st stage to the last stage customer management is absolutely important and also in management strategy. The last stage, Partnership can come into the stage which is actively participated in service development and problem solving by customers. so more loyal customers have more successful performance the company attain.

• Review of Culture and Economy
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• v.17 no.2
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• pp.161-184
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• 2014

The dramatic rise of experience space using cultural heritage in modern architecture has been generally acknowledged in recent literature. The present study aims to investigate effective ways to enhance competitiveness in local experience space, with an emphasis on the use of cultural heritage in modern architecture. Using the case of the Sam-Rae Arts Village in Wanju-gun, Jeollabuk, this study analyzes the characteristics of the 4Es in experience economy theory. In order to arrive at findings that represent the variety of perspectives found in this context, qualitative interviews were conducted with three groups: public officials, maintenance staff in the experience center, and field experts. The results of this study revealed that the Visual Media Art Museum and Book Wooks were used for entertainment, the Corpentry Shop for education, the Book Museum for escapism, and the Design Museum Culture $Caf{\acute{e}}$ The O's for aestheticism. Additionally, depending on the commercial potential of the respective experience space, the Corpentry Shop, Book Wooks, and the Culture $Caf{\acute{e}}$ The O's were used for profit purposes while the Design Museum and the Visual Media Art Museum for non-profit. Based on the findings of the present study, effective ways to enhance competitiveness in the local experience space are suggested. First, the public nature of cultural enjoyment may be realized in a field that bears non-profit characteristics. In exhibiting works, the experience space could suggest the extra demonstration. Second, in the for-profit experience hall, the securing of tourists may help to maximize profit. In so doing, a variety of experience programs and activity spaces could be provided internally, while advertisement marketing through mobile and SNS could be reinforced externally.