• 웰빙융합연구
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• 제4권4호
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• pp.26-30
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• 2021

Purpose: The study tried to make a comparison between local and global brand hotels with respect to the relationships among customer experiences, service quality, customer satisfaction and consumer-brand relationship. This study provided strategic implications according to its results. Research design, data and methodology: To this end, this study collected data from 300 participants who have stayed at local and global brand hotels in Seoul. SAS 9.4 was used for data analysis. Results: The results showed that experiential modules ('sense' module and 'feel-think-act') affected service quality (human service, physical service) in local brand hotels. But 'feel-think-act', one of experiential modules, only affected service quality in global brand hotels. Also, physical service only had strong effects on customer satisfaction with both local and global brand hotels. Finally, customer satisfaction was influenced by consumer-brand relationships for two hotel groups. But there were no statistically significant differences in all estimations between local and global brand hotels. Conclusions: In conclusion, the study provided some strategic implications that experiential marketing in hotel industry needs be practiced maintain the competitive advantage and sustain branding power and will result in stronger consumer-brand relationships in local and global brand hotels.

• The Journal of Asian Finance, Economics and Business
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• 제8권8호
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• pp.443-451
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• 2021

The classification standards for hotels in Vietnam are different from many other hotel classification standards in the world. This study aims to analyze customer reviews on the TripAdvisor website to develop a new algorithm for hotel rating that is independent of Vietnam's hotel classification standards. This method can be applied to individual hotels, or hotels of a region or the whole country, while online booking sites only rate individual hotels. Data was crawled from TripAdvisor with 22,287 reviews of 5 cities in Vietnam. This study used a statistical model to analyze the review dataset and build an algorithm to rate hotels according to aspects or hotel overall. The results have less rating deviation when compared to the TripAdvisor system. This study also supports hotel managers to regularly update the status of their hotels using data from customer reviews, from which, managers can strategize long-term solutions to improve the quality of the hotel in all aspects and attract more travelers to Vietnam. Moreover, this method can be developed into an automatic system to rate hotels and update the status of service quality more quickly, thus, saving time and costs.

• The Journal of Asian Finance, Economics and Business
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• 제8권4호
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• pp.777-786
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• 2021

The main purposes of this study are (1) to investigate the extent and level of corporate social responsibility (CSR) practices of the hotel in Thailand, (2) to test the different level of CSR practices of the hotel between CSR-in-process and CSR-after-process, and (3) to examine the effect of CSR practices on hotel's performance measured by balanced scorecard (BSC). This study employs survey data collected from 402 owners and executives of hotels in Thailand. Descriptive analysis, paired sample t-test, correlation matrix, and multiple regression were used to analyze the data from the mailed questionnaire. The results show that both CSR-in-process and CSR-after-process practices of hotels were at a high level. However, the level of CSR-in-process practice of hotels was significantly higher than CSR-after-process practice. Moreover, the study found the positive effect of both CSR-in-process and CSR-after-process practices on hotel performance measured by BSC. The results of sensitivity analysis also show the positive effect of CSR-in-process and CSR-after-process practices on each of all six perspectives of BSC. The findings of this study can point to the reasonable reason why hotels should implement CSR practices into their business strategies. In addition, the study demonstrates that stakeholder theory can explain the effect of CSR practices on corporate performance.

• 한국관광식음료학회지:관광식음료경영연구
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• 제9권
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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.

• 한국융합학회논문지
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• 제7권2호
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• pp.93-99
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• 2016

본 연구는 국내 특급호텔과 레지던스 호텔의 업무 프로세스가 종사자들의 직무만족과 고객만족에 어떠한 영향을 주며 직무만족과 고객만족은 호텔 및 레지던스 호텔에 어떠한 영향을 주는지를 알아본 실증연구이다. 본 연구의 결과 국내의 호텔과 레지던스 호텔에 종사하는 종사자들은 효율적인 업무프로세스가 진행될 때 자신들의 직무에 만족을 하며 그 직무는 고객만족에 긍정적인 영향을 주는 것으로 나타났다. 또한 종사자들의 직무만족은 고객의 만족과 더불어 조직의 성과에도 긍정적인 영향을 주는 것으로 나타났다. 마지막으로 본 연구는 국내의 호텔과 레지던스 호텔간에 종사자 직무만족은 어떠한 차이점이 있는지를 알아보기 위한 연구로서 그 결과 호텔과 레지던스 호텔의 경우 동일한 결과가 나왔다. 이러한 결과는 레지던스 호텔의 경우 일반 호텔 서비스의 특징에 레지던스 호텔의 특징인 장기투숙, 객실의 확대, 거실의 제공 등 호텔 서비스를 바탕으로 이루어졌으며 이는 국내의 레지던스 호텔의 종사들은 자신들이 근무하는 곳이 호텔과 동일하다는 인식을 가지고 있으므로 이를 비즈니스적 관점에서 접근하기 위해서는 호텔에서 제공하는 기본적인 서비스를 포함한 다양한 서비스가 이루어져야 한다고 할 수 있다.

• The Journal of Asian Finance, Economics and Business
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• 제6권4호
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• pp.179-187
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• 2019

This study aims to investigate the effects of market commonality and resource similarity on price competition and the recursive consequences in the Korean lodging market. Price comparison among hotels in the same geographic market has been facilitated through the development of information technology, rendering little search cost of consumers. While the literature implies the heterogeneous price attack and response among hotels, a limited number of empirical researches focus on the asymmetric and recursive pattern in the competitive dynamics. This study empirically examines the price interactions in the Korean lodging market based on the theoretical framework of competitive price interactions and countervailing power. Demonstrating superiority to the spatial lag model and the ordinary least squares in the estimation, the results from spatial error model suggest that the hotels with longer operational history pose an asymmetric impact on the price of the newer hotels. The asymmetry is also found in chain hotels over the independent, further implying the possibility of predatory pricing. The findings of this study provide the evidence of a hierarchical structure in the price competition, with different countervailing power by the resources of the hotels. Theoretical and managerial implications are discussed, with suggestions for future study.

• 한국경영과학회지
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• 제26권2호
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• pp.111-130
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• 2001

This study aims to examine the difference between market orientation, organizational service orientation, performances (employee satisfactions and business performances) across the type of hotel grade, and investigate the effect on performances of market orientation, organizational service orientation, and interaction of these two factors. For these purposes the authors developed 13 research proposals. The data for this research which were collected from Korean hotel firms’ managers and employees were analyzed with one-way ANOVA, regression analysis. The findings can be summarized as follows. First, five-star hotels display higher levels of market orientation, organizational service orientation, performance (employee satisfaction, business performance) than four-star and three-star hotels. Second, market orientation, organizational service orientation, and interaction of these two variables have significant effects on performances(employee satisfaction, business performance).

• 한국조리학회지
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• 제22권6호
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• pp.145-150
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• 2016

The Malaysian hotel industry is experiencing growth due to the increase of new hotels and hospitality-related service through inbound of business travelers and tourists to Malaysia. The influx of tourist is expected to increase and luxury hotels are beginning to be more popular. The interest of studying customer perception toward tourism facilities, especially in luxury hotels has also witnessed an increase. In this study, a qualitative approach on how customers perceive luxury hotels was conducted. This study covered customer satisfaction and service quality perceived by customers toward Sunway Resort Hotel and Spa. Ten individuals were involved in data collection, and data were analyzed thematically. Findings were themed based on positive and negative responses provided by both international and local customers.

• 한국콘텐츠학회논문지
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• 제5권5호
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• pp.228-237
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• 2005

본 논문은 호텔의 웹사이트에 대한 인터넷 사용자들의 평가는 호텔의 등급, 규모, 소유권, 그리고 고객의 유형에 따라서 다를 것이라는 가설을 갖고 연구하였다. 연구 결과에 따르면 호텔의 위치와 고객의 유형은 인터넷을 이용한 마케팅에서는 전략적 이점이 점차적으로 약해지고 있으나 호텔의 등급, 규모, 그리고 소유권 구조는 인터넷을 이용한 비즈니스 환경에서도 우위를 점하는 것으로 나타났다. 또한 연구를 통하여 알 수 있었던 것은 인터넷으로 하여 도심지 호텔과 지방호텔 간의 차이가 점점 좁혀지고 있으므로 지방 호텔의 마케팅의 기회가 확대될 가능성이 있다는 것이다.

• Asian Journal of Business Environment
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• 제10권3호
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• pp.5-12
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• 2020

Purpose: The main purposes of this study are to examine what the most important hotel facilities that sharia hotels must provide, and to study the relationship between importance of sharia compliance and Muslim tourists' judgment on the performance of sharia hotels. Research Design, Data, and Methodology: The data were collected in Lombok Island. Questionnaires were distributed to Muslim tourists who stayed at one of the sharia hotels, with a total sample of 205 respondents. Factor Analysis Method and Two Independent Sample Tests have been applied in this research to analyze and interpret the data. Result: The results show only one factor is formed from all statements of Sharia compliance variable, and there is a significant difference in the customer experience and customer satisfaction ratings based on the importance of hotel facilities. Conclusion: The present study revealed that Muslim tourists who place a high level of importance in sharia compliance present a more positive assessment for all services provided by sharia hotels. The assessment from Muslim tourists with higher level of importance in Sharia compliance is more positive about their experiences during their stay at the sharia hotels, which also affects their satisfaction.