• The Journal of the Korea Contents Association
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• v.9 no.9
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• pp.346-358
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• 2009

The Purpose of this study was to find the effect of Hotel employees transformational leadership and transactional leadership on member's organizational commitment and organization citizenship behavior. Survey was carried out among employees at deluxe hotels located in Busan region. Spsswin 12.0 and Amos 5.0 statistical package were used for further analysis. The conclusions were as follows: Firstly, transformational leadership had directly positive effect on organizational commitment and organization citizenship behavior. Secondly, transactional leadership had directly positive effect on organizational commitment and negative effect on organization citizenship behavior. Thirdly, organizational commitment had directly positive effect on organization citizenship behavior. Finally, The practical implications of the findings and suggestions for future research were discussed.

• Journal of Global Scholars of Marketing Science
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• v.15 no.3
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• pp.31-48
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• 2005

The purpose of the study is to identify the flexibility of marketing effects which applies of practical service guarantee strategy over hotel service and methodological effects of practical service guarantee. And the detailed purposes were: first of all, how service guarantee strategy identified by previous theoretical researches influences on a service reliability and service value practically; second, how service reliability and service value influence on customer loyalty; third, how service guarantee influences on customer loyalty directly. According to the results, 5 hypotheses were selected from 5 research hypothesis proposed in this study. The concrete contents were; First, the study inspected how service guarantee strategy influences on service reliability and service value practically. The result was that service guarantee exerted positive influence on service reliability and service value. Second, the study inspected how service reliability and service value influence on customer loyalty. The result service reliability and service value exerted positive influence on customer loyalty. Third, the study inspected how service guarantee strategy influences on customer loyalty. The result service guarantee exerted positive influence on customer loyalty.

• Culinary science and hospitality research
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• v.14 no.3
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• pp.178-195
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• 2008

This examination was conducted as follows; 189 copies were coated in total, and demonstratively analyzed by SPSS WIN 15.0 program. The methods used in data for this analysis are as follows; Sensitivity, Reliability, Frequency, Internal consistency, One way ANOVA(Scheffe's examination) Analysis, T-test, etc. The findings of this study are as follows; firstly, it was revealed that respondents who were regular customers of Italian restaurants regarded convenient transportation, property of space, property of pastoral, visibility, and accessibility as importance. This means that Italian restaurant marketers should consider some of factors of location for business with a good view, good parking lot, location at main street, smooth flow of traffic, luxury, atmosphere of freedom, clean area around restaurants, elegant interior of the building, comfortable, luxurious, and deluxe atmosphere, and so on. Secondly, it was revealed that respondents who were regular customers of buffet restaurant either considered the same factors as the Italian restaurants above or regarded those factors less important. This suggests that restaurants should be located on main streets, on trunk roads, and in large-scale residential districts of apartment complex. Thirdly, it was revealed that respondents who were regular customers of traditional restaurants did not consider the locational factors above. This shows that traditional restaurants should be located in nearby customers' houses or their working places, and that marketers should consider focusing on their restaurants' homelike atmosphere, cleanliness, food flavors, and so on.

• The Journal of the Korea Contents Association
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• v.17 no.5
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• pp.192-199
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• 2017

The purpose of this study is to research service industry employees performance in Seoul's deluxe hotels can improve based on aspects of growth needs in professional development, job esteem, and customer orientation. How growth needs and job-esteem affect employees' customer orientation is important to try and discover the mediating effect that the employees' psychological ownership contributes to the relationship between growth needs, job-esteem, and customer orientation. According to the results, growth needs and job-esteem effect to customer orientation and an employees' psychological ownership has a mediating effect between growth needs, job-esteem and customer orientation. Based on these findings, critical theoretical and practical implications, as well as future research suggestions, have been provided for hotel managers to aid in employee management.

• Culinary science and hospitality research
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• v.19 no.4
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• pp.94-108
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• 2013

The purpose of this study is to consider the moderating effects of employees' emotional labor on the relationships among hotel employees' emotional dissonance, burnout and job satisfaction. The survey was administerd to 377 employees working for deluxe hotels in Korea. The results indicated that the proposed model fit to the data well(${\chi}^2$=307.888, df=51, p<.001, GFI .890, AFGI .833, NFI .931, IFI .942, CFI .942). The finding showed that employees' emotional dissonance had a significantly positive effect on their burnout (${\beta}$=.194; t=3.533; p<.001) and a significantly negative effect on job satisfaction(${\beta}$=-.352; t=-6.906; p<.001). In addition, employees' burnout had a significantly negative effect on their job satisfaction(${\beta}$=-.267; t=-5.261; p<.001). For the moderating effects of employees' emotional labor on the relationship between emotional dissonance and job satisfaction, the results indicated that significant relationships varied to employees' surface acting whereas deep acting did not. Limitations and future research directions are also discussed.

• Culinary science and hospitality research
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• v.19 no.3
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• pp.194-208
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• 2013

This study presented a theoretical research system about the impact of boss' transformational leadership that is recognized by super luxury hotel chefs on their job satisfaction and performance, and on the basis of this theoretical background, the model was derived and the hypothesis was confirmed by empirical research. A frequency analysis was conducted to determine the general characteristics of the 245 samples collected in this study, an exploratory factor analysis for the verification of the validity of boss' transformational leadership, employees' job satisfaction and job performance, and 'Cronbach's a' was used for the verification of reliability. In addition, a canonical correlation analysis was used to determine the relationship between transformational leadership, job satisfaction and job performance, and the influencing relations of variables were verified by running a multiple regression analysis through SPSS ver 18.0 statistical package in order to verify this research model and hypothesis. The results of this study can be summarized as follows: First, it was shown that the transformational leadership charisma (p<0.01) and only the individual concern (p<0.1) had a positive influence on job satisfaction. Second, as a result of understanding the impact of the transformational leadership on the job performance through a regression coefficient, it was shown that only boss' intellectual stimulation had an impact on the chef's job performance (p<0.005). Through the results of an empirical analysis that boss' transformational leadership had a correlation and a significant impact on job satisfaction and job performance, the effort of providing the systematic support and motivational aspects of supporting environment will be needed.

• Journal of the East Asian Society of Dietary Life
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• v.17 no.6
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• pp.943-956
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• 2007

This study was conducted to assess the current status of food safety/sanitation training programs, including HACCP, for kitchen and hall employees at major hotels, as well as how differently the training can affect the employees' recognition and performance of food safety/sanitation management in areas related to the facility, food, and their personal hygiene. A questionnaire for assessing the recognition and performance of sanitation management was developed and distributed to 430 employees currently working in the kitchens and halls of 5 hotels located in Seoul, Korea. A total of 324 questionnaires (kitchen: 138, hall: 186) were subjected to frequency analysis, chi-square tests, one way ANOVA, and Pearson correlation analysis using SPSS/windows software. Ninety-one percent of the respondents had received food safety/sanitation training, which was conducted by a hygienist or a cook once a month. However, only 55% of the respondents had HACCP training. The employees that did not have HACCP training had lower recognition scores than those who had HACCP training, especially in the washing procedures for tablewares, handwashing tools, cross contamination, reheating, and HACCP definitions. Trained, full-time employees received significantly higher recognition and performance scores than untrained, contract, or part-time employees. Significant differences in the recognition and performance scores were found among the employees of the 5 different hotels, indicating various levels for the outcome of their sanitation training. In addition, Pearson's correlation analysis confirmed that the recognition and performance scores were significantly correlated (r=0.473, p<.001). This study indicates that hotel foodservice employees must receive systematic food safety/sanitation training, including HACCP, which provides the foundation for safe foodservice operations.

• Journal of Global Scholars of Marketing Science
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• v.17 no.4
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• pp.1-22
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• 2007

Customer satisfaction is important in an increasingly competitive and global marketplace. This implies that customer service is a critical factor for many organizations. In service encounter context, customer satisfaction is affected by employees' attitudes and behaviors. Accordingly, service firms have been focusing on selecting high quality of service employees, which resulted the ability to identify and select quality service- or customer- oriented employees to become critical for an organization's success. It was suggested that customer service orientation links to performance and subsequent organizational revenue. Moreover, it was found that service encounter failures were among the major reasons for customers' service switch. Therefore, the selection of customer service oriented employees is a key factor in establishing customer service - a potential source of sustained competitive advantage. However, the measurement of employee service orientation is more confusing than that of definitive answers. The difficulty of measuring service orientation is attributed to the use of broad versus narrow measures of personality. Advocates for the broad perspective prefer using basic personality constructs, such as the Big Five personality traits. On the contrary, the latter prefer a construct-oriented approach of personality research that provides a better measure of job performance because it requires the specification of the relationship of the personality traits with multiple dimensions of job performance. The customer service orientation was defined as "a set of basic individual predispositions and an inclination to provide service, to be courteous and to be helpful in dealing with customers and associates." Similarly, it is a fact that the Big five personality traits are predictors of customer orientation, and employee's self- and supervisor performance. They propose that basic personality traits may be too far removed from focal service behaviors to be able to predict specific service behaviors (customer orientation) and service worker performance. Also, customer orientation is defined as "an employee's tendency or predisposition to meet customer needs in an on-the-job context." This means that people who have job-relevant personality traits such as concern, empathy, and conscientiousness will be more adept at customer service than people who do not possess these traits. However, little attention has been given to the exploration of the service orientation of customer-contact employees who play a key role in creating satisfactory service encounters in the hospitality industry except for Kim, McCahon, & Miller (2003)'s study, especially in family restaurants context. Thus, the purposes of this study are to examine and validate the customer service orientation of customer-contact employees using the instrument developed by Donavan (1999) in Korean family restaurants, because the scale was developed to measure the personality traits related job behaviors. And this study explores the relationships between customer service orientation, job satisfaction, organizational commitment, and self service performance using structural equation modeling (SEM). And this study explores the relationships between customer service orientation, job satisfaction, organizational commitment, and self service performance using structural equation modeling (SEM). For these purposes the author developed several hypotheses as follows: H1: Employee's service orientation is associated with service performance. H2: Employee's service orientation is positively associated with job satisfaction. H3: Employee's service orientation is positively associated with organizational commitment. H4: Service performance is positively associated with job satisfaction. H5: Service performance is positively associated with organizational commitment. H6: Job satisfaction is negatively associated with organizational commitment. The data were collected from 278 employees in 5 deluxe hotels located in Pusan, Korea. The researcher contacted the manager of the restaurants, and managers consented to administer surveys to their employees. The survey was executed during one month period in the October of 2007. The data were analyzed with structural equation modeling with LISREL 8.7 W. The result of the overall model analysis appeared as follows: $X^2$=122.638 (p = 0.00), df=59, GFI=.936, AGFI=.901, NFI=.948, CFI=.971, RMSEA=.0625. Since the result of the overall model analysis demonstrated a good fit, we could further analyze our data. The findings can be summarized as follows: First, the greater the employee service orientation, the greater the service performance. Second, the greater the employee service orientation, the greater the job satisfaction. Third, the greater the employee service orientation, the greater the organizational commitment. Fourth, the greater the service performance, the greater the job satisfaction. Fifth, the greater the service performance, the greater the organizational commitment. Finally, the greater the job satisfaction, the greater the organizational commitment. Seventh, the greater the customer satisfaction, the greater the customer loyalty.

• Culinary science and hospitality research
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• v.19 no.3
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• pp.156-172
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• 2013

The purpose of this study is to understand the influence of food & beverage employees' stress coping styles in the deluxe hotel industry on job satisfaction and customer orientation. Based on total 250 food & beverage employees obtained from empirical research, this study reviewed the reliability and fitness of the research model and verified a total of 2 hypotheses using the AMOS program. The hypothesized relationships in the model test simultaneously by using a structural equation model(SEM). The proposed model provided an adequate fit the data, ${\chi}^2$=252.876(p<0.001), df=143, CMIN/DF=1.768, GFI=0.914, AGFI=0.873, NFI=0.936, CFI=0.971, RMSEA=0.056. The model's fit, as indicated by these indexes, was deemed satisfactory, thus providing a good basis for testing the hypothesized paths. The SEM showed that the emotion oriented(${\beta}$=-.181, p<0.01) and avoidance oriented(${\beta}$=-.129, p<0.05) had a negative significant influence on job satisfaction. The multi-group analysis effects on division and status did. Also, job satisfaction(${\beta}$=.599, p<0.01) had a positive significant influence on customer orientation. Limitations and future research directions are also discussed.

• Culinary science and hospitality research
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• v.9 no.4
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• pp.163-178
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• 2003

The purpose of this study is to find the effect of restaurant brand image upon service quality, price acceptability, and revisit intention, and to propose the importance of brand image to operators and managers who manage restaurants. To accomplish the purpose of this study, sampling was taken among customers who visit six deluxe hotels and six family restaurants in Seoul. Six hundreds questionnaires were distributed to each hotel and restaurant and 487 valid samples were selected for statistical analysis. The questionnaire consists of 77 items about demographical characteristics, brand image, service quality, revisit intention, price acceptability, and spending patterns. SPSS WIN 10.0 was used for statistical analysis. A research model was built up and three null hypotheses were established. Based on theses research model and three null hypotheses, the test was conducted, and the results are as follows. Brand image has an effect upon service quality, and furthermore this can be preceding variable of service quality. Also Service quality has an effect upon price acceptability and revisit intention.