• 한국식생활문화학회지
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• 제22권2호
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• pp.283-288
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• 2007

The purpose of this study was to investigate how users' perceived benefits of hotel F&B loyalty program affected their relationship quality(trust and satisfaction) and loyalty on hotel products and services(hotel food & beverage products/services) and how their relationship quality(trust and satisfaction) influenced their loyalty. The model was tested in the settings of five-star hotels using a sample of current members of food & beverage membership program. Empirical results confirmed that not only perceived benefits of hotel F&B loyalty program affects users' perceived relationship quality(trust and satisfaction) and loyalty on hotel products and services(hotel food & beverage products/services) but that their perceived relationship quality influences loyalty on hotel products and services(hotel food & beverage products/services). According to the results, complimentary dining coupon and food discount strongly affected relationship quality(trust and satisfaction) and loyalty on hotel products and services(hotel food & beverage products/services). Strategically, it is recommended to appeal those benefits to current and potential members to maximize the loyalty. Also, it should be considered as major factors to re-package hotel F&B loyalty program.

• 한국조리학회지
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• 제8권3호
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• pp.123-146
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• 2002

Outsourcing is procuring of outside resources, other than core resources for core competence, by a contract, from which a corporate can focus its core resources on core business. The outsourcing strategies of Korea tourist hotel business are in a rudimentary stage, which has been limited in simple work areas such as housekeeping services, room maid services, parking control services, security services, janitor services, laundry services, facility management, shuttle bus services, and sterilization services and their purposes are mainly to retrench a burden of employment or firm-fixed expenses. Therefore, the outsourcing strategies of Korea tourist hotel business have the following problems. First, their outsourcing has introduced only for the purpose of retrenching expenses. Second, it tends to deteriorate service quality, due to lack of pre-training. Third, it tends to concentrate their attentions only on simple repetition works. Fourth, their outsourcing is slow adjusted to the needs of business cultures. Outsourcing services in Korea tourist hotel business have never contributed to their basic concepts such as 1) maintenance or enhancement of core competences, 2) promotion of business efficiency through service quality improvement and expense retrenchment, and 3) achievement or enhancement of competitive advantage through enlarging their specialties, cultivating their market, learning new knowledge, and developing their asset. Therefore, this study is to insist on fife necessity of overcoming simple repetitive service outsourcing in tourist hotel business. In order to build a core competence and/or achieve a competitive advantage, the scopes of outsourcing services should be enlarged in Korea tourist hotel business.

• International Journal of Quality Innovation
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• 제9권1호
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• pp.113-133
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• 2008

In recent years, speedy development of Taiwan's hotel industry intensifies market competition, customers' demands on hotel services quality also increase with the increase of their consumption consciousness, and their demands on hotel types diversify, therefore hotel industry should concern on their unique management services quality brought by their different hotel types. The current designed service system or service transmission process may fail to meet customers' demands owing to emphasizing degree gap in service quality. What is worse, it is difficult for hotel industry to actualize complete customer segregation and to provide customized services, therefore comprehensive understanding of customers' demands on the service quality of different types hotels would contribute to operating management improvement of Taiwan hotel industry. This paper divides Taiwan hotels into three types: international tourism commercial type, holiday type and motel, the general hotels. It studies the emphasize degree gap in service quality between the industry and the customers. Data analysis shows that service quality gap (perceived gap) of hotels of different types exists in several quality aspects; what's more, the perceived gaps, service quality aspects, and its items of different types of hotel are also different. After an integrated analysis, this paper puts forward a general and customer-oriented quality item suitable for hotel industry to shorten the perceived gap of service quality, so that the hotel industry could design a service system and service transfer system, which could meet most lodging customers' demands in the context of pluralized customer sources.

• 한국의류학회지
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• 제28권1호
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• pp.45-53
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• 2004

This study was conducted to redesign hotel robes based on Korean images. Hotel robes are furnished at many Korean hotels to increase the level of their guests' satisfaction toward their hotel services. The current hotel robe has several flaws in utility and design. Also, the robes register a low level on guests' satisfaction while generating high cleaning cost. Consequently, improvements in the hotel robes' material, motifs, style, and color were needed. The current one-piece, cotton towel weave robes used in hotels are white and pale. Half of the hotel guests never wear the hotel robes during their stay, because they are unattractive and most Korean hotels provide a robe similar in design. Furthermore, these robes are undistinguishable from those found at other countries. Nevertheless, Korean hotel managers feel that the hotel robe is an important tool to express its hotel image and to increase guests' satisfaction of their services. Most hotel managers and consumers agreed that it is necessary to design hotel robes based on Korean images. They believe that redesigning the hotel robes based on Korean images would induce hotel guests to wear them and at the same time feel part of the Korean traditional culture. The Korean traditional motifs of Taegug, Un (cloud), JuJag (phoenix), and Kumkwan (gold crown) were used in the new design of the hotel robes. The style of new hotel robes is the Korean traditional Pho of the Three Kingdoms. The colors of new hotel robes are white and pink. Forty-three examiners evaluated the newly designed robes for their aesthetic, symbolic and distinctional values. They concurred that the new robes were much better than the current ones.

• Journal of Information Processing Systems
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• 제17권3호
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• pp.586-598
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• 2021

Nowadays, users' reviews and feedback on e-commerce sites stored in text create a huge source of information for analyzing customers' experience with goods and services provided by a business. In other words, collecting and analyzing this information is necessary to better understand customer needs. In this study, we first collected a corpus with 99,322 customers' comments and opinions in English. From this corpus we chose the best number of topics (K) using Perplexity and Coherence Score measurements as the input parameters for the model. Finally, we conducted an experiment using the latent Dirichlet allocation (LDA) topic model with K coefficients to explore the topic. The model results found hidden topics and keyword sets with high probability that are interesting to users. The application of empirical results from the model will support decision-making to help businesses improve products and services as well as business management and development in the field of hotel services.

• 유통과학연구
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• 제20권9호
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• pp.97-107
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• 2022

Purpose: Online-To-Offline Food Delivery Services (O2O-FDS) is a new element in hotel supply chain that digitalizes traditional food delivery practices using new technologies. Targeting hotel guests, the present research is to explore the role of trust in the relationship between food delivery app on loyalty, price efficiency, and convenience. This new perspective is an essential value addition in the field of hotel marketing in relation to O2O-FDS. Research design, data and methodology: The present research conducted the mediator variable regression analysis as a main statistical methodology to identify the connections between three main constructs using total 244 South Korean participants that were recruited from the professional research company in Korea. Results: The statistical findings based on three steps of mediator regression approach strongly indicate that the trust of food delivery app in the hotel sector plays a moderating role in the relationship between price efficiency and convenience of food delivery app and customer loyalty of food delivery app in the hotel business. Conclusions: This research concludes that hotel practitioners must strive to provide adequate information on food delivery applications in order to increase price efficiency and convenience relative to traditional food and beverage services, influencing consumer trust in food delivery technology.

• KSII Transactions on Internet and Information Systems (TIIS)
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• 제17권10호
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• pp.2609-2626
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• 2023

The hotel industry is an example of experiential services. As consumers cannot fully evaluate the online review content and quality of their services before booking, they must rely on several online reviews to reduce their perceived risks. However, individuals face information overload owing to the explosion of online reviews. Therefore, consumer cognitive fluency is an individual's subjective experience of the difficulty in processing information. Information complexity influences the receiver's attitude, behavior, and purchase decisions. Individuals who cannot process complex information rely on the peripheral route, whereas those who can process more information prefer the central route. This study further discusses the influence of the complexity of review information on hotel ratings using online attraction review data retrieved from TripAdvisor.com. This study conducts a two-level empirical analysis to explore the factors that affect review value. First, in the Peripheral Route model, we introduce a negative binomial regression model to examine the impact of intuitive and straightforward information on hotel ratings. In the Central Route model, we use a Tobit regression model with expert reviews as moderator variables to analyze the impact of complex information on hotel ratings. According to the analysis, five-star and budget hotels have different effects on hotel ratings. These findings have immediate implications for hotel managers in terms of better identifying potentially valuable reviews.

• 품질경영학회지
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• 제27권4호
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• pp.191-215
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• 1999

This research was conducted to indentify the differences In the quality of services between the Premier Executive hotels of Kangbuk area and those of Kangnam area in Seoul utilzing "SERVQUAL" a tool designed to evaluate service quality by Parasuraman, Zeithaml and Berry research team. Based on the review of the related literature, eight variables concerning hotel services were identified. The eight variables are hotel facilities, an employee′s neatness, parking facilities, facilities of guest rooms, trust, response, assurance, location and geographic environment of hotels. And then three hypotheses were developed using eight variabies and tested to find which Premier Executive hotels provide foreign customers better services, in Seoul. Conclusively, it is identified that the Premier Executive hotels in Kangnam area provide better service quality than those of Kangbuk area.

• The Journal of Asian Finance, Economics and Business
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• 제7권10호
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• pp.919-927
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• 2020

The study examines the influence of factors on customer satisfaction in hotel services in Thanh Hoa province of Vietnam. In terms of the tangible facilities of hotels, customers appreciate the availability and the full range of equipment and additional services, as the 3-to-5-star hotels in Thanh Hoa province are almost new, built in the last five years - 7 of 13 hotels were built in 2015. In the process of measuring the effect of factors on satisfaction in hotel services there, the researchers conducted exploratory factor analysis, reliability test, correlation and regression to confirm the relationships of factors. Based on a survey of 380 respondents, the test results showed that the proposed factors have positive impacts on consumer satisfaction; they are: perceived quality (including intangible and tangible elements), brand image, perceived value, and customer relationship management. In particular, intangible elements have the strongest influence on customer satisfaction, followed by tangible elements, brand image, perceived value, and finally, customer relationship management. In addition, the study found that foreigners and higher education customers tend to be more satisfied by the hotels than other groups, which helps to suggest important and appropriate solutions for hotel managers in Thanh Hoa province.

• 스마트미디어저널
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• 제12권8호
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• pp.60-68
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• 2023

코로나19 이후 호텔기업들은 경영환경 변화를 빠르게 겪고 있으며, 4차산업혁명의 영향으로 서비스 제공에 있어 빅데이터, 사물인터넷의 활용은 물론 인공지능(AI) 로봇서비스를 도입하는 등 차별화를 통해 경쟁 우위를 확보하기 위해 노력하고 있다. 본 연구는 AI 로봇서비스를 도입한 호텔을 이용한 경험이 있는 고객들을 대상으로 그들이 인식하는 로봇서비스 가치와 이용태도, 행동의도에 미치는 영향에 대해 분석해보았다. 연구결과 호텔에서 로봇서비스를 이용해본 고객들이 지각하는 로봇서비스의 가치는 크게 사회적, 경험적, 기능적 3가지 차원으로 구분되었으며 이들 모두 이용태도에 긍정적인 영향을 미치는 것으로 나타났고 사회적, 기능적, 경험적 가치의 순으로 이용태도에 긍정적 영향을 미치는 것으로 조사되었다. 이용태도 역시 행동의도에 긍정적인 영향을 미치는 것으로 분석되어 가치-태도-행동 모델과 일치하는 결론이 도출되었다. 이에 AI 로봇서비스의 다각화 된 서비스를 통해 호텔 용고객들의 만족도를 제고하는 호텔의 노력이 필요하다고 사료된다.