• Culinary science and hospitality research
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• v.21 no.1
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• pp.58-76
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• 2015

This study explores the influence of social intelligence (SI) and emotional intelligence (EI) on employees' job engagement and organizational commitment in deluxe (five-star) hotels in Korea, and seeks to analyze the mediating effects of employees' job engagement on the relationship between SI, EI, and employees' commitment. The sample for the survey was collected from 419 F & B employees. The results of structural equation modeling show that employees' SI had a positive effect on job engagement and organizational commitment. EI also had a positive effect on job engagement but not on organizational commitment. In addition, the findings demonstrate that employees' job engagement mediated the effect of EI on organizational commitment. SI and EI are crucial requirements among hotel employees who depend on cooperation between colleagues.

• Culinary science and hospitality research
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• v.23 no.6
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• pp.110-117
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• 2017

This study intended to examine transitive relation among customer incivility perceived by deluxe hotel frontline employees, burnout, and deviant workplace behaviors and clarify the moderating effect of employees' stress. A total of 230 employees working in deluxe hotels in Seoul, the capital of Korea, in 2017 comprised the sample in this study. The hypothesized relationships in the model were tested simultaneously by using structural equation modelling (SEM). As results, customer incivility perceived by deluxe hotel frontline employees had significant (p<.001) positive influence on their burnout(${\beta}=.38$, t-value=4.93). Employees' burnout positively influenced their deviant workplace behaviors (${\beta}=.56$, t-value=7.22). In addition, customer incivility was found to positively affect employees' deviant workplace behaviors(${\beta}=.26$, t-value=3.90), and therefore, the moderating role of stress level was not verified. The findings of this study suggested that deluxe hotels are supposed to enhance their frontline service by providing orientation for customers through promotion materials. Limitations and future research directions of this study were also well established and discussed.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.9
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• pp.163-185
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• 1998

It is expected that marketing environment of the hotel industry will change much this year. Hotels should make strategic marketing activities to cope with the rapid change of the environment positively. With the case study of marketing activities for American market of "L" Hotel, a deluxe hotel in Seoul, this study is to present the ways of improving marketing activities of a tourist hotel. U.S.A market has been emerging as the most important market in deluxe hotels with strong value of U.S. dollar currency. To get more Ameriean staying guests. hotels had better make effortis in American market as follow. First, hotels should select corporate market as main target market in U.S.A market. Second, hotels should make preferred corporate rate contracts with corporate travel departments of corporate accounts as their house agents Third, hotels should recognize Global Distribution System as major eservation network in U.S.A Fourth, hotels should advertise effectively in G.D.S in order that agents may reserve the hotel with its visual information. Fifth, hotels had better make the most use of three branch offices of K.N.T.O and sale offices of their affiliated reservation system to get useful information on corporates and travel agents.el agents.

• Culinary science and hospitality research
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• v.11 no.4 s.27
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• pp.150-163
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• 2005

If a licensed cook of a special-deluxe hotel restaurant and n family restaurant receives stress psychologically and physically, it will influence the interaction with customers who eat their food. Job stress is known to affect the kitchen operation and cause negative formation of interior and exterior customer management. This study wishes to present the method that can minimize the negative effect caused by stress, leading to an elevation of service quality that is offered to customers by removing those factors related to the stress of a licensed cook. This study established the range of targets to compare the cooks of super-deluxe hotel restaurants and those of family restaurants and to apply result of this research to whole licensed cooks is considered to have some limitations. Therefore, estimating job stress and turnover intention of general licensed cooks through comparison with tourist hotels and general restaurants should be significant hereafter.

• Culinary science and hospitality research
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• v.10 no.1
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• pp.186-202
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• 2004

The purpose of this study was to find out the efficiency of control plan for the productivity at the deluxe hotel. To analyze the data, 5-point measure, self entry, SPSS, frequency analysis, difference analysis, many fold regression analysis. The results of this study could be explained as follow: change of occupation rate, reflect to employees, lack of stability a state of mind condition, reflected mental factor and stability of organization, and compared to the job satisfaction and inclination of a change of occupation.

• Journal of the Korean Society of Food Culture
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• v.19 no.5
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• pp.573-586
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• 2004

This study aims at providing useful information to establish subdivided marketing direction by deriving factors of significant extent and practicable extent of buffet users toward menu quality among super deluxe hotels in Gyeongju, and furthermore aims at presenting implications for efficient management result and sales increase of buffet in the future. The result of positive analysis is as follows. Firstly, in result of analyzing difference between importance and performance of hotel buffet in Gyungju area, importance is much higher than performance. Secondly, respondents consider that the most important menu of hotel buffet is main dish such as hot food and instant food rather than menu such as beverage, soup and salad. When it comes to attribute of menu quality, it appeared that respondents put highly significant extent on sanitariness of food, freshness of food, flavor of food, and seasonality and variety of menu. Thirdly, oriental instant food is included in the second quadrant of IPA regarding buffet menu which should be intensively managed. And three attributes such as temperature of food, time of changing food, and creativity of menu are included in the second quadrant of IPA graph by attribute of hotel buffet's menu quality. Lastly, in IPA graph by hotel, the following menus of each hotel need to be intensively managed: Oriental instant food of A hotel, Western cold food of B hotel, Oriental instant food, Western instant food, and Oriental dessert of C hotel, and Western porridge soup, Oriental instant food, and Western instant food of E hotel. The aforementioned menus should be improved.

• Culinary science and hospitality research
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• v.11 no.4 s.27
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• pp.14-29
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• 2005

A study was carried out to get information on hotel cooks. We needed to obtain the information on the working environment and satisfaction of the cooks to improve the working environment, a culinary art training program and an efficient man power control program. This study surveyed 305 cooks who work for deluxe hotels in Busan. The results were as fellows: The great part(67.2%) of the cooks was male and less than forty years old (85.6%), 67.0% of the cooks graduated from college and they had over 5 years(33%) or 1${\sim}$3 years(32.0%) in their current work places. 74.8% of the cooks earned less than 1.5 million won in a month. The cooks had on the average 1.53 lieences per person, and the most popular ones were the Western style(55.1%) and Korean style(49.2%) culinary arts. The most work places of the male cooks were Western style(49.3%) and Japanese style(41.8%) restaurants, but those of the female cooks were Western style(49.3%) and Korean style(30.6%) restaurants. The male cooks have worked over 5 years(36.0%) or 1${\sim}$3 years(31.0%) at these work places and the working period of female cooks ranged overall. Job satisfaction was found higher than satisfaction of work places and had no connection with age, job ranks, level of salary and academic background. The higher the age, job ranks, level of salary and academic background were, the more all the cooks satisfied about their jobs and work places.

• Journal of Korean Society for Quality Management
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• v.28 no.4
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• pp.75-98
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• 2000

The purpose of this study is to empirically examine the customers' perceived service quality and response in the field of hotel industry. The subjects of survey for this empirical analyses are limited to the customers of deluxe hotels in Korea; data are collected from the 16 deluxe hotels amongst 27 of its kind in the Seoul, Pusan, Cheju and Kyongju area. SAS package is used for Simple Regression, Multiple Regression and the results are as follows: First, the perceived service quality shows significantly positive effect upon the customers' satisfaction; Second, the customers' perceived service quality shows significantly positive with respect to the customers' response; Third, the customers' satisfaction shows significantly positive regarding the customers' response, and the customers' satisfaction have greater influence upon the customers' response than the customers' perceived service quality; On the basis of the above empirical analyses, I propose the management implication as follows: First, the hotel management staffs should have a close relation with their customers through the customers' positive, and eventually be concemed about improving service quality and customers' satisfaction to maximize the enterprise's performance; Second, the hotel management staffs, to induce and build up the positive customers' response, should have interest in serving high-quality products and service and enforcing the proper price policy.

• Journal of the Korean Society of Food Culture
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• v.31 no.2
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• pp.141-148
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• 2016

The purpose of this study was to understand the influence of employees' commitment (affective, normative, continuous) in the food & beverage departments of deluxe hotels upon job satisfaction and analyze the moderating effects of the leader-member exchange on the relationship between organizational commitment and job satisfaction. Based on a total of 403 food & beverage employees, this study reviewed the reliability and fitness of the research model and verified two hypotheses. The hypothesized relationships in the model were tested simultaneously by using SEM. The proposed model provided an adequate fit to the data, ${\chi}^2=635.160$ (p< .001), df=112, GFI= .845, NFI= .851, CFI= .874. SEM showed that organizational commitment (affective: ${\beta}=428$; normative: ${\beta}= .293$; continuous: ${\beta}= .342$) showed a positive significant influence on job satisfaction. However, the findings demonstrate that the leader-member exchange did not moderate the relationship between organizational commitment and job satisfaction. Limitations and future research directions are also discussed.

• Journal of the East Asian Society of Dietary Life
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• v.27 no.1
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• pp.88-95
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• 2017

This study investigated the effects of organizational communication upon employees' job satisfaction and turnover intent at deluxe hotels. The research model was tested with a survey administered to 310 employees, and adequate fit to the data was provided ($x^2=934.651$ (df=221), GFI=.816, NFI=.836, CFI=.869, RMSEA=.098). In the structural equation model, organizational communication (organization integration ${\beta}=.182$) showed a significant (+) influence on job satisfaction. However, personal feedback (${\beta}=-.263$), supervisory communication (${\beta}=-.260$), and organization integration (${\beta}=-.342$) had significant (-) effects on turnover intent. Employee job satisfaction (${\beta}=-.124$) had significant negative effects on employee turnover. Limitations and future research directions are also discussed.