• Culinary science and hospitality research
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• v.19 no.2
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• pp.111-129
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• 2013

The purpose of this study is to understand the interrelationships among hotel employees' perception of job stress, burnout and counterproductive work behavior in a deluxe hotel. A total of 362 employees working for deluxe hotels in Korea participated. The results showed a positive relationship between employees' perceptions of job stress and burnout. Participants who reported a high level of burnout were more likely to manifest counterproductive work behavior. In addition, employees' prevention focus showed that moderating effects in the causal relationships between employees' burnout and counterproductive work behavior. Limitations and future research directions are also discussed.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.47 no.3
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• pp.141-151
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• 2024

The purpose of this study is to analyze the characteristic of quality attributes of smart hotels by using a SERVQUAL-IPA model, focusing on Chinese, which has the most proactive approach for the adoption of smart hotel system. Toward this goal, six quality factors-tangibles, reliability, assurance, responsiveness, empathy, and playfulness-were extracted through factor analysis, and IPA was used to appraise the degree of importance and satisfaction for each quality attribute. As a result of the SERVQUAL-IPA model, quality attributes were categorized into four groups of 'keep up the good work,' 'possible overkill,' 'low priority,' and 'concentrate here.'. Furthermore, it was concluded that there is a need to focus on the following elements: 'smart devices can assist customers in emergency situations', 'when the room control system identifies customer needs, the staff can provide prompt service', 'development and improvement of mobile applications that enable customers to control room amenities', 'regular maintenance for smart devices', and 'providing data-driven personalized recommendations through customer activity data analysis'.

• Culinary science and hospitality research
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• v.20 no.5
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• pp.76-83
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• 2014

This article examines the effects of education service quality of culinary education facility on the learning outcome. For this, items for figuring out the relation between education service quality and the learning outcomes has been deducted through IPA regarding education service quality. Further, the factors of education service, which is for verifying the effects of relevant experiences (culinary certificate) have been examined according to advanced studies. Self administered questionnaires have been prepared by 231 samples in total and the collected data have been analyzed through frequency, factor, reliability and regression analyzing methods by using SPSS 18.0. The results from paired t-test performed on the importance and performance of culinary education service quality indicate that expertise, level of knowledge, education method of instructor and additional convenience facilities (locker and lounge etc) are the most important factors respectively. The results from IPA analysis show that the quadrant 1 includes knowledge level, education method, kindness of instructor. The quadrant 2 contains awareness of instructor while the third one includes culinary facility, tool structure and convenience facility. In addition the quadrant 4 includes hygiene of learning place. According to the results from hypothesis test, education service quality affects learning outcome and the experience (certificate) of learner from culinary education facility results in difference in education service quality and awareness of learning outcome therefore the hypothesis is partially verified.

• Culinary science and hospitality research
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• v.12 no.3 s.30
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• pp.201-218
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• 2006

This research has attempted to asses the relationship between trust management, the element of service discretion act, and the quality of the service. The research model and assumption have been set up based on such a theoretical research and the demonstrative analysis of the customer-encountering employees of five-star hotels in Seoul. The results of the study are as follows; First, the rationalization of management can be achieved by improving the service through having a command of trust management as a management strategy. Second, there has been significant differences between variables such as the degree of importance and accomplishment of trust management. And it tells us that it is necessary to improve the range of service discretion acts up to the level where the difference between importance and accomplishment is not in existence. Third, the variable changes according to demographic characteristics show us the necessity of providing individualized education by recognizing the differences among groups. Fourth, the trust management has a considerable effect on the quality of the service, and this indicates that the quality of the service can be improved through expanding the range of service discretion acts of customer-encountering employees.

• The Journal of the Korea Contents Association
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• v.8 no.12
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• pp.386-395
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• 2008

The purpose of this study is to understand the cognitive power from user who have used hotel management information system and to search contribution level for hotel management. The survey results are : There are different cognitions, between PKG and developed user system, short term employee and long term employee, reservation part and front office part. Specially IT service management parts(mostly outsourcing) have low degree cognition, because of lated supporting and being short of IT service management system. Hotel information system construction gives us to be easy management operating and to be fast management but Hotel information system has to lead value creation, to support decision making, to present advavced management for hotel.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.9
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• pp.93-116
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• 1998

In the 21st century the service industry, particularly the hospitality industry, has the potential to develop into its golden age. In preparation for this hotels must maximize management proficiency by introducing reasonable and scientific systems into their current operations. The hotel industry takes it for granted that it can meet the final business goal by way of effective management of human resources. However, comprehensive papers on the subject of employee satisfaction have not appeared or been presented in Korean business studies. And although papers from abroad have touched on the subject they are not focused on the specialized domain of human resources as it applies to the comprehensive matters relating to job satisfaction as a corelationship to business success. This study focuses on some problems that must be overcome in achieving business objectives while striving at the same time to maintain satisfaction. The purpose of this study is to find the factors that measure employee job satisfaction in the hotel industry. To establish the purpose I reviewed the definition of the job satisfaction. An antecedent study of job satisfaction and Questionnaires were used to acquire data, specifically, hotel employees were selected randomly from the six super-deluxe hotels in Seoul to respond to thorough questionnaires. As a result of the study on the variables of Sex, Position, Length of Service, Opportunity for Promotion, Working Conditions, Wages and Hotel Situation. As a whole, promotional opportunity, wages and working conditions were frequently cited as negative factors in the responses. A comprehensive approach that includes improving wages and that reflects management's sincere concern with the working conditions of the employees is urgently needed. Hotel management that is willing to examine employee satisfaction periodically and provide proper solutions can prevent dissatisfied employees from separating from their jobs. This study has some limitation in that it is restricted geographically and in research method. That is, only six super-deluxe hotels in Seoul were selected as the subject of study and only the questionnaire method of obtaining data was used out of various available research methods.

• Culinary science and hospitality research
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• v.10 no.4
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• pp.31-49
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• 2004

Nowadays, a knowledge management becomes more important as it recognizes and utilizes a industrial knowledge as a significant sources for the improvement of enterprise competitiveness. Moreover, a industrial value tends to be evaluated by a knowledge value. In this study, influencing factors (processes, compensation system, leadership and information technology) on the knowledge sharing for strategies in foodservice Enterprise were investigated. For processes, it was important that the sharing and collecting factors for restaurants in hotel, the knowledge sharing and collecting for family-restaurants, the knowledge utilization and collecting for fast-food restaurants and the knowledge utilization and sharing for special restaurants. In compensation system, both mental and physical compensation were not related with the knowledge sharing in hotel-restaurants. On the other hands, the knowledge sharing in family-restaurants, fast-food restaurants and special restaurants was highly affected by the mental compensation, which indicated that food-service. Enterprise should lay emphasis on mental compensation than physical compensation. In industrial cultures, the influencing factors on the knowledge sharing were rational culture and progressive culture for restaurants in hotel and fast-food restaurants, and for special restaurants and family- restaurants, respectively. The ordering leadership was important factor for restaurants in hotel, fast-food restaurants and family-restaurants, while the knowledge sharing in special restaurants was more influenced by the supporting leadership. For information technology, it was important that the information utilization for restaurants in hotel, special restaurants and fast-food restaurants, and both information utilization and ability for family-restaurants.

• Proceedings of the Culinary Society of Korean Academy Conference
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• 2006.07a
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• pp.123-132
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• 2006

Although the numbers of the membership restaurants have increased steadily, the extant study has not been vigorously conducted. Therefore, it has been very hard to discuss in detail about the customer characteristics and the marketing strategies of these membership restaurants. The purpose of this study was to analyze the relationship among several factors, such as customer attitudes, relationship benefits, service convenience and customer loyalty. In order to accomplish the purpose, customers who are the members of M club at L hotel located in Busan were selected. The findings were as follows. First, there was a strong relationship between customer privacy and relationship benefits. Also, the relationship was found between customer value and relationship benefits. Second, service convenience and relationship benefits showed relationship with customer loyalty.

• Culinary science and hospitality research
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• v.13 no.1 s.32
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• pp.99-111
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• 2007

This study aims at inquiring into the effect of kitchen employees' conflict factors in deluxe hotels on turnover to present a improvement plan. For this, it made a survey of 292 kitchen employees in deluxe hotels from December 1 to 10, 2006. The results were as follows: First, it showed that the service welfare conflict had a positive effect on the compensational turnover, and high compensational turnover was caused by high conflict of welfare or benefits. Second, it showed that the cooking job conflict had a positive effect on the developmental turnover. Third, it showed that the colleague relationship conflict had a positive effect on the developmental turnover. Consequently, each factor of compensational and developmental turnover had significantly positive correlation to the cooking job conflict, service welfare conflict and colleague relationship conflict. Considering the above results, the employees' turnover produced results that are contrary to negative and positive effects traditionally discussed various effects or results on organization.

• Journal of Global Scholars of Marketing Science
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• v.8
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• pp.183-206
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• 2001

The purpose of this thesis is to find out mediational role of risk about the repurchasing intention of hotel services. The result of this study can provide some directives for the strategic marketing implementation in the hotel industry. The results of the analysis are as follows: 1. To study the effect of perceived service quality on the repurchasing intention of customers, multi regression analysis was executed and, in the personnel service as well as in the physical service, it showed a plus (+) effect on the result. 2. To study the effect of perceived service quality on the perceived risk, multi regression analysis was executed and, in the part of performance risk and socio-psychological risk of the personnel service, it showed a negative(-) effect on the result; however, in the physical service, it doesn't give any statistical meaningful influence on the result. And, on the physical risk, those two service quality showed a negative(-) effect in the meaningful level. 3. To study the effect of perceived Risk on the repurchasing intention of customers, a multi regression analysis was also executed and, in the parts of all risks of performance, socio-psychological and physical, it showed a negative(-) effect on the result in the meaningful level.