• Culinary science and hospitality research
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• v.17 no.4
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• pp.185-203
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• 2011

It's hard for hotel organizations to survive without adaptation to changing environment, and employees' positive attitude are required. The empirical objectives of the study include, firstly, to identify individual factors to influence hotel employees' attitude toward organizational change, secondly, to investigate the effects of the individual factors on their attitude toward organizational change mediated through trust in management Derived from existing literature, three underlying dimensions of the individual factors are given; (1) satisfaction with information, (2) freedom to express opinion, and (3) input from employees. An experimental design is applied to test four hypotheses that reflect the research questions. Five star hotels in Korea are targeted to be surveyed. A total of 156 faithful cases out of 300 cases are analyzed in this study. Descriptive statistics and multivariate analysis of variance, and SEM are utilized employing the SPSS and AMOS 7. Results of this study indicate that satisfaction with information, freedom to express opinion, and input from employees are significantly related to hotel employees' attitude toward change mediated through trust in management. At the same time, it shows that trust in management directly influences their attitude toward organizational change. In conclusion, the findings of the study contribute to hotel organizational development.

• Journal of Global Scholars of Marketing Science
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• v.15 no.1
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• pp.61-79
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• 2005

A critical incident technique(CIT) was employed to show the results of empirical findings regarding hotel services. The major purpose of this study was to describe and analyze service failures from the customers' point of view and thus suggest strategic implications for hotel service providers. Four-hundred sixteen service failure anecdotes from hotel customers were classified using Hoffman et al.'s(1995) approach. The CIT data showed the three major categories and eleven sub-categories and revealed that, in general, tangible recovery(e.g., upgrade, free meal, discount) was more effective than intangible one(e.g., explanation, canned apology, manager's apology). Interestingly, however, sincere apology seemed to be a better recovery strategy than other types of tangible recovery. Furthermore, the results showed that severity of service failure had its own impact on customers' perception regarding hotel's service recovery efforts. In particular, irrespective of service recovery, severity of service problem was negatively related to intention to repurchase. Managerial implications and future research agenda was also discussed.

• The Journal of the Convergence on Culture Technology
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• v.4 no.4
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• pp.37-45
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• 2018

This study was conducted to analyze the effects of NCS-based beverage certificate education satisfaction on major satisfaction and job preparation behavior and to suggest an improvement plan. Questionnaire survey was made from May 1, 2018 to June 30, 2018 for the students who specialize in department of hotel tourism at colleges in the metropolitan area, and 271 copies of the total 300 questionnaires were used for analysis. The results of this study showed that hypotheses in this study were analyzed as having a significant positive effect and the results were found to have important effects especially on items such as 'curriculum', 'professor in charge', 'efficacy of certificate', 'type of certificate', 'satisfaction of professor', and 'major professor'. Thus, when operating the beverage certificate education program in the course of department of hotel tourism, the education program must be operated to increase the satisfaction of students by giving priority to the above items. In addition, beverage certificate has significant influence on job preparation and major satisfaction and therefore, it should be used as a strategy of student guidance to help improve the satisfaction of the department and the employment rate.

• Journal of The Korean Digital Architecture Interior Association
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• v.10 no.2
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• pp.5-12
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• 2010

Unlike housing development project that can ensure profit by selling built units, a hotel development depends on long-term business operation to be profitable due to characteristics of service industry. The expected cash flow has substantial uncertainty depending on room occupancy rate and room charge. Thus, even after construction is complete, business risk tends to rise. It is necessary to ensure strategic response to uncertainty in future value of a hotel. The objective of the study is to explore strategic measures to deal with risk and uncertain future value in hotel development project by adopting abandonment option, which is a type of real options. The case in analysis had sevenyears of project period: Two years for construction, and five years for operation; a plan was made to sell the hotel after five years' of operation. For the research purpose, option value ofrecoverable investment amount was estimated, and value of abandonment option was KRW 124.921 billion. When abandonment option is applied, the project value was deemed to be KRW 120.592 billion. Generally, the amount of loss is enormous when a real estate project like a hotel development fails, and therefore, application of option is expected to be an effective measure to leverage uncertainty of a project.

• The Journal of the Korea Contents Association
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• v.6 no.11
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• pp.74-84
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• 2006

It is quite impossible for a service firm to deliver service without failure. The main reason is that service is intangible, perishable and heterogeneous in nature. Every service firm tries its best to recover service failure with understanding that service failure affects customers' evaluation and attitude for the firm. The research finds that customers' satisfaction after recovery affects customers' intentions both service encounter satisfaction and overall firm satisfaction strongly affects positive word-of-month and purchase intentions. The results have implications to researchers and service marketing managers. For researchers, the result will be helpful for them to further develop service failure and recovery framework. For service marketing managers, the result will suggest specific guidelines for establishing service recovery strategies.

• Asia Marketing Journal
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• v.4 no.2
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• pp.55-78
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• 2002

본 연구는 시장지향성이 사업성과에 영향을 미치는데 있어서 시장지향성의 관점에서 사업성과와의 관계를 조명 해보고, 시장지향성과 사업성과간의 관계 연구에서 통합적 매개변수들의 역할을 연구하였다. 기존 선행연구에서 매개변수로 사용한 종업원 만족, 차별화 전략, 벤치마킹, 혁신, 경쟁전략, 시장지향성, 직무만족, 조직몰입, 조직간 정보공유 둥을 통합하여 변수들의 중복을 피하고, 상호 독립성이 유지되는 변수들만을 채택하여 종업원만족, 혁신, 경쟁전략의 선택과 실행 등 3개의 변수를 도출하였으며, 여기에다 국내 선행연구에선 아직 사용하지 않은 조직학습을 신규 매개변수로 추가하여 기업역량변수로 설정하였다. 또한 고객만족, 서비스품질, 서비스충성도(애호도), 서비스이미지, 기업이미지, 등을 통합하여 고객만족, 서비스품질, 충성도 등 3개의 변수로 도출하였으며 신규 매개변수로써 기업과 고객간 정보공유를 채택하여 고객반응으로 명명하였다. 여기에서, 각각 4개씩 도출된 변수들은 각각 하나의 차원으로 통합하였으며, 두 차원의 통합적 매개변수들이 어떠한 인과적 역할을 하는지 보다 깊이 연구하였다. 연구가설은 6개의 가설 중 시장지향성과 사업성과 간 기업역량과 고객반응의 통합적 매개변수들의 간접효과가 지지되어 4개의 가설이 채택되었다. 그러나, 시장지향성과 사업성과 간의 직접효과와 기업역량과 고객반응의 중복매개는 기각되었다. 본 연구에서는 이러한 연구결과를 바탕으로 이론적 실무적 공헌을 제안하였으며, 끝으로 본 연구의 한계점과 향후 연구방향을 제언하였다.

• Culinary science and hospitality research
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• v.16 no.3
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• pp.130-146
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• 2010

This research examines difference in learning motivation and self-regulated learning according to the general characteristics of the students in hotel and food service related departments at vocational colleges, and subsequently identifies correlation between the two attributes. The research conducted a survey for 300 students in hotel and food service related departments at three vocational colleges in Daegu region, and 267 copies were used for the final analysis. In terms of learning motivation, students in the age between 20 and 24 indicated 'employment after graduation' as the strongest motivation while relatively older students indicated 'joy of learning' as their motivation. It turned out that students who showed strong motivation in terms of 'employment after graduation' and 'fun of college life' acquired more professional certificates. Next, regarding self-regulated learning, female students showed higher ability than male students. Students in higher grade, with older age, and with field practice experience showed more strength in self-regulated learning. Students with higher levels of a cognitive strategy, meta cognition and achievement value acquired more professional certificates. Learning motivation and self-regulated learning showed positive correlation with an exception of 'amotivation' among learning motivations. 'Amotivation' demonstrated negative correlation with all the factors of self-regulated learning ability.

• Culinary science and hospitality research
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• v.15 no.2
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• pp.70-83
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• 2009

The purpose of this research was to examine the relationship between restaurant service and food quality, perceived value and customer response at five-star hotels. In this study, the survey was conducted, and the subject of that survey was visitors of five-star hotel restaurants in Seoul. From 16th of March to 31st of March in 2008, 300 copies of questionnaire were distributed, and 273 were collected from them. 202 copies, excluding insincere ones, were used for the analysis. The result of this study showed that reliability and food quality had the highest effect on the perceived value, and to raise customers' response, the assessment of reliability and assurance should be made before emphasizing the overall service quality of restaurants, and it should be recognized that the food quality has a high effect on the perceived value of customers, which seems to be the most effective strategy to improve customers' response. The result of this research is useful in providing practical information on how to understand the factors for the assessment of the restaurant service quality and how to approach customers.

• Culinary science and hospitality research
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• v.16 no.4
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• pp.206-219
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• 2010

The purpose of this study is to manage job stress of foodservice employees effectively by analyzing their job stressors and relationship of job satisfaction and turnover intention. It also analyzed the effects of social support and coping strategies on job stressors. The data for the study were collected through conducting a survey to the employees who work at hotel foodservice departments and buffet restaurants in Busan area. Major suggestions and significances of this study can be outlined as follows: First, it was found that 6 job related stressors(work environment, personal relation, role, task characteristics, career development, individual character). Second, it was revealed that personal relation and career development factors have an effect on employees' job satisfaction and turnover intention. Third, it was illustrated that social support and coping strategies have a moderating effect of job stressors between job satisfaction and turnover intention.

• Culinary science and hospitality research
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• v.12 no.1 s.28
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• pp.1-21
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• 2006

The purpose of this paper was to revise menu management in Korean restaurants of first class hotels in Cheju. This study was conducted to examine and analyze menu mixes using menu engineering and surveys of customer willingness to pay for price adjusting. The results were as follows. Those restaurants in this study need menu re-engineering and price adjustment for sales enhancement. And this paper suggested some recommendations. They have to develop new menu focusing on customer value based menu management. Furthermore, customer behavior analysis must be applied to menu engineering and new menu development.