• 한국조리학회지
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• 제7권1호
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• pp.147-180
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• 2001

Competition of today's markets get to compete the relationship of one system and another system. Competition in relationship of system emphasis molding of cooperate relationship-strycture between enetrprices and It appears competitiveness enriched effects of enterprices in systems. In the rapidly changing economy and marketing situation, Travel agency got worse management situation of themselves more excessive competitiveness then competitiveness efforts between Tourism Relationship Enterprices. So, Relationship marketing will lays a foundation of new travel agency's environment through competitive of relation to travel agency and travel agency, travel agency and hotel or travel agency and airplane. This study's object are present relationships between travel agency and travel relation enterprise of cooperation, complication and competitiveness to relation form. And this study are presents suggestion to generate of hereafter travel relation enterprise through study on relationship with hotel and airplane. A final object of this study are presents a model applys relation method of travel agency and travel agency, hotel and airplane through inspect to specialist analysis. In the result of study, Travel agency are low position and difficult with hotel and airplane at the cooperation but acually It's difficult with travel relation enterprise. So, Travel agency will be operates characteritic system and regulations for win with travel relation enterprise for efficiency of working more than hotel and airplane. Airplane is the best big travel relation enterprise. So, The most airplane has to high cooperate with travel agency. That's why airplane keep going close cooperation with travel agency. Travel agency has to close cooperate with hotels secondly through marketing, exchanging information and union advertisement etc. Hotels are low in complications than travel agency but high in complications than airplane. Although travel relation enterprise are different system individually, because of all of us working with union object, Travel agency and travel compliment-cooperation relationship.relation enterprise has to autonomy behavior with close cooperation through.

• 한국경영과학회지
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• 제36권4호
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• pp.185-206
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• 2011

"Does CRM benefit affect repurchase or WOM? What is difference between VIP customers and non-VIP customers on CRM benefit?" is the interesting issue on premium industry such as a hotel business. This study examines how social benefit, psychological benefits, economic benefits and customization benefits affect repurchase and positive WOM in premium hotel. Only three of the four benefits showed significant results in repurchase and positive WOM. Also interactions between customer type and benefits were different in repurchase and WOM. The results figure out that VIP customers depend on psychological benefits and customization benefits on repurchase, whereas VIP customers depend on only social benefit on WOM. This finding suggests that hotels need to develop VIP program and approach differently to increase the repurchase volume or positive WOM effect.

• International Journal of Advanced Culture Technology
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• 제5권4호
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• pp.63-70
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• 2017

The purpose of the study is to analyze the effects of customer satisfaction verses eco-friendly agricultural products (ingredients) awareness factors in luxury hotel Chinese restaurants on hotel image and customer loyalty (repurchase intention). To analyze what kind of effects of customer satisfaction verses eco-friendly agricultural products (ingredients) awareness factors in Chinese restaurants have on hotel image and behavior intention (loyalty), the study identified eco-friendly ingredients awareness factors. The study aims to suggest implications on service strategies and marketing strategies in luxury hotel Chinese restaurants based on the influence of customer satisfaction on hotel image and behavior intention (loyalty) using the identified factors.

• 한국조리학회지
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• 제13권1호
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• pp.192-203
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• 2007

The purpose of this study is to figure out the plans to improve business in Hotel French restaurants. This study conducts documentary study and empirical study. To achieve the purpose, a survey was conducted by 172 staffs of Hotel French restaurants in Seoul. The result of this research is as follows. Hotel restaurant operators recognize the importance of promotion and development of new sales goods. But they haven't done long-term marketing directions focusing on cost-saving and ephemeral sales promotion effects. Hotel restaurants should establish public information strategies uniformly and look for the plans that offer customers adequate information. Also, they should make a differentiation strategy within the same industry, can always give recency to customers, and enhance the event-connecting promotion menu and business activation.

• 한국콘텐츠학회논문지
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• 제7권9호
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• pp.183-193
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• 2007

본 연구는 기업의 시장 지향성 노력이 궁극적으로 고객만족과 더불어 고객의 충성도 향상을 가져오는가를 조사하고자 서울지역의 특급호텔의 레스토랑에 근무하는 임직원을 대상으로 하였다. 실증분석 결과를 하면 첫째, 시장 지향성이 높을수록 서비스 품질이 높아지는 것으로 나타났다. 둘째, 고객만족이 높을수록 고객 충성도는 높아지는 것으로 나타났다. 끝으로 본 연구의 이론적 공헌, 시사점, 한계점, 그리고 미래 연구방향을 제시하였다.

• 한국관광식음료학회지:관광식음료경영연구
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• 제15권2호
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• pp.73-98
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• 2004

For the successful hotel restaurant, careful research on the customers needs, their changes and the understanding should be on the first step. The aim of this study is to find out hotel restaurant user's satisfaction factors and provide useful information for the decision of its marketing policy. Questionnaire survey, after the preliminary survey, had been performed from 23 Sep 2002 to 02 Oct 2002, for 10 days. 240 questionnaires had been collected and 25 excepted which filled out not properly. 215(86%) questionnaires are included for the analysis. For the enhancement of hotel restaurant customers' satisfaction degree, following suggestions are recommended. The development of distinct hotel service is needed. Also the effort for making hotel buffet restaurant not only for dining place but also customers oriented facilities, with various events and shows, is required. Periodical checking on the food quality, presenting new menu to the customers and keeping consistent food taste and quality areneeded. The studies on the diverse ways for specified and new customers, such as advertisement, promotion, easy access to the hotel restaurant, discount coupon and customer smilage service are needed.

• 한국관광식음료학회지:관광식음료경영연구
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• 제10권
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• pp.109-138
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• 1999

The hotel does not sell one-time services, and the customer has many choices, especially today. And hotel is vulnerable to new competition. Most customers likes to try a new place and new product. The questions are 1) offering competitive products that are meaningful to customers 2) solving customers problems 3) offering a competitive products that are difficult for competitors to duplicate. This report is for studying about the relationship between the results of National Customer Satisfaction Index(NCSI) and the hotels' revenue. And explore the ways to identify opportunities for creating the desired image that differentiates from the competition and for serving the target market better than anyone else. For the about objectives, the following items are reviewed: 1) Customer behavior and customers' needs and wants 2) Customer decisions 3) Integrated marketing 4) Customer satisfaction 5) Major factors of the hotel customers satisfaction 6) Moment of truty Market positioning is to creat a distinctive place in the minds of potential customer. To position successfully requires recognizing the marketplaces. the competition, value for money and customers' perceptions. Finally, internal marketing efforts can be used to examine one's own position to see if it is perceived by it's customers. It means that the benefits exist in the mind of the customer and are determinable only by asking the customer. These kinds of efforts are essential to proper positioning analysis and long term relationship marketing.

• 문화기술의 융합
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• 제6권3호
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• pp.33-43
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• 2020

본 연구의 목적은 호텔이용고객을 대상으로 숙박비 지불수준을 조사하고, 지불수준(저가, 중가, 고가)에 따른 호텔선택요인의 차이를 분석하여 호텔 가격대별 고객유치를 위한 마케팅 방안을 제시하는데 있다. 연구목적을 달성하기 위해 2020년 2월 1일부터 2020년 4월 30일까지 호텔의 이용고객을 대상으로 설문조사를 실시했다. 총 350부의 설문지를 배포하여, 분석에 부적절한 45부를 제거하고, 최종적으로 305부의 설문지가 분석에 활용되었다. 분석결과, 집단 간에 가장 큰 차이를 보인 항목은 기본요인 중에서는 호텔크기, 조식메뉴, 레스토랑, 부대시설로 나타났다. 객실요인에서는 어메니티 부분이, 부대요인에서는 외부 관광 프로그램이 집단 간 차이가 있는 것으로 분석되었다. 핵심요인은 집단 간 차이를 보인 항목은 없었으나, 가장 중요한 요인으로 분석되었다. 이러한 내용을 바탕으로 마케팅 방안을 제안하면 다음과 같다. 저가 호텔은 고졸 학력의 20대 여성을 타겟으로, 저가형 가격정책과 프로모션을 하는 것이 효율적일 것이다. 중가 호텔은 대졸 학력의 40대 남성을 타겟으로, 셔틀버스 운영, 객실가격 프로모션, 직원서비스교육 등에 힘써야한다. 고가호텔의 경우는 20대 고졸 여성을 타겟으로, 전반적인 서비스 강화, 직원교육, 바이럴 마케팅 등이 중요한 것으로 분석되었다.

• 대한안전경영과학회지
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• 제9권6호
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• pp.97-103
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• 2007

This paper reviewed the relationship among internal marketing, service quality and customer satisfaction, and the mediating effect of service quality. Based on the responses from 163 hotel employees and 489 customers who encountered them, the results of hierarchical regressional analysis showed that all internal marketing factors have positive relationships with service quality, and service quality has positive relationship with customer satisfaction. Also, service quality has mediating effect between four internal marketing factors(education, compensation, delegation of authority, and internal communication) and customer satisfaction.

• 동아시아식생활학회지
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• 제18권5호
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• pp.849-860
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• 2008

The principal objective of this study was to assess the behavior of customers who visit hotel buffet restaurants. This information will provide us with a good marketing strategy, allowing us to control for different customer characteristics and focus on giving marketers useful clues that make it easy to understand the selective attributes for hotel buffet restaurants. Thus, the application of selective attributes is predicated on the results of the analysis. Additionally, this survey was completed by regular customers. The following are the concrete results of the study. First of all, customer's behaviors differ radically with the selective attributes of hotel buffet restaurants. The most crucial factors were found to be "quality of food", "hygiene & cleanliness", and "service". These factors have nothing to do with customer characteristics & demographic features. "Opinions of their relatives, colleagues" and "experience of restaurants" are all sources that substantially influence the selective attributes of restaurants and this is the only way to survive the ever-changing market situation. Finally, hotel buffet restaurants generally attempt to lure customers with healthy food, special corners, fresh vegetables, and fresh sashimi, as compared to the services provided by hotel outlets. According to upgrade service quality & restaurant interior, also, buffet restaurants tend to provide guests with a more charming. Food service companies should consider the question "what really is service?" and thus seek to provide a variety of events. Preparing for unforeseeable market situations, we should execute efficient marketing strategies in order to assure continued customer satisfaction.