• 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.

• 한국프랜차이즈경영연구
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• 제14권2호
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• pp.31-46
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• 2023

Purpose: Brand communication plays an important role in the credibility of consumer behavior as it enhances brand equity. This study investigates the effects of brand communication (firm-created communication, consumer-generated communication) on brand awareness, brand attitude, brand loyalty in the hotel business sector by applying the SOR theory (stimulus-organism-response theory). Research design, data, and methodology: This study was analyzed in a quantitative way using the survey results of 400 customers who had experience of visiting hotels. In this study, SmartPLS 4.0 was used to evaluate the research model. The reliability, convergent validity, and discriminant validity of the measurement tool were verified. Result: Result was found that consumer-generated communications had a positive effect on brand awareness and brand attitude, whereas firm-created communications had a significant effect on brand awareness. In addition, brand awareness had a positive effect on both brand attitude and brand loyalty. Finally, brand attitude was found to have a positive effect on brand loyalty. Conclusions: This study redefines the concept of where chain hotel groups should focus when providing consumers with information about their brands and services. As a result, the conceptual framework of brand communication to increase new customer visits to the hotel brand has been expanded.

• 산경연구논집
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• 제14권5호
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• pp.19-29
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• 2023

Purpose: The hospitality sector is vital to economic development, especially in metropolitan regions, where hotels are a pivotal factor in drawing in leisure and corporate visitors. Despite the potential advantages of urban hotels, there is a gap in empirical studies on the impacts of eco-friendly interior design on hotel appeal and guest behavior. Therefore, this study aims to fill out the research gap. Research design, data and methodology: This study employed a review of the literature systematically as its research design. The study's data collection technique involves exploring peer-reviewed journals through electronic databases like Scopus, and Web of Science. The present author double-checked the quality of instrument for all usable dataset. Results: Prior literature has stated a strong linkage between green interior design in urban hotels and customer behavior and hotel attractiveness. Using environmentally conscious methods, hotels can enhance the quality of their indoor atmosphere, preserve energy and water supplies, and establish a favorable public perception that appeals to environmentally aware consumers, thereby improving their overall experience and contentment. Conclusions: This study concludes that creating indoor spaces with environmental factors in mind could lead to a more enjoyable and beneficial atmosphere for hotel visitors and adopting a sustainability-oriented approach to hotel design and operations could attract potential customers.

• 동아시아경상학회지
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• 제11권2호
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• pp.59-70
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• 2023

Purpose - The hospitality industry has experienced significant transformations in recent years, primarily driven by advancements in technology and changes in consumer behavior. The worldwide COVID-19 epidemic has intensified a trend of hotel guests increasingly relying on meal delivery applications. Considering the recent COVID-19 pandemic, this study sets out to investigate how hotel guests have been using food delivery apps before and during the outbreak. Research design, data, and methodology - This study utilizes a systematic literature review as its research design. A systematic literature review is a methodical, well-structured procedure for locating, analyzing, and synthesizing pertinent research articles. Result - The findings shed light on four main aspects: convenience and accessibility, safety and hygiene assurance, personalization and customization, and local exploration and cultural immersion. These findings provide valuable insights into the evolving preferences and behaviors of hotel guests in utilizing food delivery apps, particularly in the context of the COVID-19 pandemic. Conclusion - This study has contributed to the understanding of the changing role of food delivery apps among hotel guests. By recognizing the evolving dynamics and leveraging the opportunities presented by food delivery apps, hotels can adapt to meet guest expectations, enhance customer satisfaction, and thrive in the ever-changing landscape of the hospitality industry.

• 한국식생활문화학회지
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• 제25권2호
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• pp.134-140
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• 2010

This study focuses on testing the validity of dimensions of restaurants' menu prices. In addition, the effect of demographic variables on the perception of each price dimension was investigated. The subjects were people living in the capital region who have, at least on occasion, gone to family restaurants. The data were collected by self-administered questionnaires and analyzed by factor analysis, reliability analysis, confirmatory factor analysis, and the ANOVA t-test. The results were that consumers' perception of restaurant menu prices is not uni-dimensional, but has six dimensions: price-price schema, pricequality schema, value consciousness, low price proneness, price mavenism, sales proneness. Demographic variables partially affect the consumers' perception of each menu price dimension. The result of the t-test examining dimensions of price according to the demographic characteristic was that females have a higher sales proneness than males. The t-test result according to marriage indicated that married people were higher in price-price schema and quality proneness than unmarrieds. ANOVA according to age indicated that people between ages of 20 to 29 have a higher quality proneness than those of other ages.

• 한국식생활문화학회지
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• 제24권6호
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• pp.655-665
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• 2009

Coupled with the international expansion of Korean culture in recent years, a number of restaurants from Korea have been trying to tap into the global market place. The purpose of this study was to identify the characteristics of non-Korean patrons in Korean Restaurants in New-york city. The survey was conducted at six popular Korean restaurants, all of which had been recognized in the Zagat Survey in recent years, located in prime business districts in Manhattan. The data collected from the six local Korean restaurants that participated in this study were qualitatively and quantitatively analyzed. After employing individual in-depth interviews with restaurant operators, a qualitative analysis identified demographic characteristics, Socioeconomic characteristics and segmentation of restaurant operation. Self-administrated survey questionnaires were used to acquire quantitative data. Primary data were collected from non-Korean patrons at the six participating Korean restaurants in New York City in 2008 (N=245). The patrons who answered the survey indicated that they were highly satisfied with the 'Food'; however, they were not satisfied with the 'Beverage' and 'Value'. In addition, older patrons (55<) were not as content with the 'Food' as the younger patrons. The most influential satisfaction variable that affected a patron's intention to revisit the Korean restaurant was 'Food' and 'Overall experience'. This study findings will help Korean restaurant operators and marketers better understand their patrons and formulate strategies to cater and target segments more effectively.

• Asia pacific journal of information systems
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• 제31권4호
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• pp.491-526
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• 2021

Airlines can employ a variety of quality monitoring procedures. In this study, we employ a content analysis of 8 years of online reviews for Korean airlines in contrast to other international airlines. Online airline reviews are infrequent, relative to the total number of passengers - the number of reviews is multiple orders of magnitude lower than passenger volumes - and online airline reviews are, therefore, not representative of passenger attitudes overall. Nevertheless, online reviews may be indicative of specific service issues, and draw attention to aspects that require further study by airline operators. Furthermore, significant words and phrases used in these airline reviews may help airline operators to rapidly automate filtering, partitioning, and analysis of incoming passenger comments via other channels, including email, social media posts, and call center transcripts. The current study provides insights into the contents of online reviews of Korean vs Other-International airlines, and opportunities for service enhancement. Further, we provide a set of marker words and phrases that may be helpful for management dashboards that require automated partitioning of passenger comments.

• 경영과정보연구
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• 제30권2호
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• pp.57-79
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• 2011

본 연구의 목적은 전시컨벤션산업에서 고객이 만족하지 못하는 실패상황이 발생 했을 때 서비스회복을 가능하게 하는 요소들을 규명해보는 것이다. 연구결과, 도출된 특별서비스 중 사교행사, 관광서비스, 동반자 프로그램 등의 별도의 이벤트 요소들은 모두 고객의 기대치 이상의 특별서비스로 평가되었다. 그러나 특별서비스 요소가 컨벤션서비스에서 모든 서비스의 회복요인으로 작용 하지는 못하였으나, 정보제공요인과 종사원 서비스요인에서는 유의한 역할을 하는 것으로 나타났다. 그러므로 정보제공과 종사원서비스를 제외한 컨벤션서비스에서는 특별서비스를 새롭게 개발하는 추가적인 노력이 필요하다. 따라서 본 연구의 결과는 정보제공과 종사원 서비스를 제외한 서비스는 서비스 실패 시 회복을 위해서 특별서비스 요소를 적용할 수 없다는 것과 정보제공과 종사원 서비스의 실패 시에는 특별서비스요소가 회복요소로써 제공될 수 있다는 것을 파악한 것에 의의가 있었으며 특히, 종사원 서비스는 서비스실패 상황 시 추가지원 전략만으로는 회복이 어려우며, 유익한 이벤트들이 추가적으로 제공되어야 한다는 중요한 시사점을 발견할 수 있었다. 또한 전시장 환경과 인프라와 같은 물리적인 변수에 대해서는 이벤트 서비스회복 전략과 고객 지원 절차와 운영 역시 적절한 서비스회복 전략이 될 수 없음을 알 수 있었다. 이것은 고객이 편리한 컨벤션시설과 환경에 거는 기대치가 매우 높다는 것을 잘 알 수 있는 부분이다. 이는 시설과 도로, 교통 등 주위환경적인 부분의 고객의 불만족이 나타났을 때에는 막대한 투자와 시간이 소요되는 서비스품질 부분임으로 정부와 기업체가 함께 고민하며 보완해 나가야 될 것으로 사료된다.

• 한국조리학회지
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• 제15권2호
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• pp.93-107
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• 2009

본 연구는 제주도에 찾아 온 관광객을 대상으로 제주향토음식에 대한 홍보의 정도와 인지를 파악하여 고객 행동에 미치는 영향을 파악하고자 한 연구이다. 조사한 자료에 대한 분석 방법은 SPSS+/WIN 12.0 통계패키지를 이용하여 분석하였으며, 빈도 분석(frequncy analysis) 및 기술 분석(descriptive analysis)과 다중회귀분석을 실시하였다. 분석 결과, 제주향토음식 메뉴 중 인지도도 낮고 만족도도 낮은 것은 지속적인 홍보와 조리 방법의 변화 그리고 이를 통한 신메뉴 개발을 통해서 인지도 만족도를 높이도록 관리하여야 할 것으로 사료된다. 더욱이 만족도가 높은 것은 조리방식에 있어서 구이, 조림, 회 등을 주로 만족하는 메뉴로 나타나 이에 대한 조리법의 개발도 필요할 것으로 사료된다. 홍보는 고객 만족과 재방문에 영향을 미치고, 인지는 고객 만족, 재방문, 구전에 모두 영향을 미치는 것으로 관광객을 대상으로 한 제주향토음식에 대한 인지할 수 있는 교육 체험 프로그램이 필요한 것으로 사료되며, 이를 바탕으로 제주향토음식에 대한 정보의 취득은 주변 사람의 추천이나 소문이 가장 크므로 홍보를 제주를 찾은 관광객을 대상으로 할 뿐만 아니라 도민을 상대로 한 홍보도 많이 필요할 것으로 사료된다. 차후의 연구과제로 도민을 대상으로 한 제주향토음식에 대한 인지 및 홍보에 대한 연구가 이루어져야 지역의 음식문화를 관광 상품화와 축제로 발전하기에 필요한 기초 자료로 활용할 수 있을 것으로 사료된다.

• 한국안광학회지
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• 제20권4호
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• pp.405-414
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• 2015

목적: 안경원 고객에 대한 군집분석을 통하여 고객의 세분시장 특성을 분석하고, 이를 안경원 마케팅 전략에 유용한 지표로 삼을 수 있도록 하고자 한다. 방법: 2015년 3월 10일부터 3월 31일 사이에 서울 및 경기북부지역의 안경원을 방문한 고객을 대상으로 설문조사를 실시하였으며, SPSS v.10.0 통계 패키지 프로그램을 활용하여 분석하였다. 분석방법은 빈도분석, 가치관 변수에 대한 요인분석, 시장세분화를 위한 군집분석, 교차분석을 실시하였다. 결과: 가치관에 근거하여 시장을 세분화하였다. 마케팅 전략을 수립할 때 "중도가치 지향 집단", "고도가치 지향 집단", "고도가치 지향 비종교 집단"의 3가지 군집으로 고객을 분류하여 전략을 수립하는 것이 좋은 것으로 나타났다. 누진굴절력렌즈의 마케팅 전략은 "중도가치 지향 집단"에서 자영업자를 중심으로 하는 전략이 가장 중요한 것으로 나타났다. 결론: 군집분석을 통하여 시장을 세분화한 결과 3가지 군집으로 분류되었으며, 누진굴절력렌즈의 가장 중요한 고객은 "중도가치 지향 집단"에서 41세 이상의 자영업자임을 알 수 있었다.