• 한국IT서비스학회지
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• 제21권6호
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• pp.53-72
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• 2022

As a trend of modern service industry, self-service has been widely concerned by all walks of life, but there is a lack of literature on systematic management of the overall research in this field. Recently, people's lifestyle has been forced to change due to the influence of COVID-19, while there have been some changes in the field of self-service research. Based on the Web of Science data source, this study takes the literature of self-service field before and after the outbreak of COVID-19 as the research object, and summarizes the development process, research status and future research trend of self-service field through the Citespace visualization tool. The research shows that firstly, academic circles continue to be enthusiastic about self-service field research, cooperation between countries is becoming more and more diversified. Secondly, the communication between researchers is becoming more and more intensive, and the cooperation between different disciplines gradually becomes the mainstream. Third, related research gradually shifted to the practical application of technology, the research perspective gradually shifted from the initial traditional retail perspective industries such as tourism services. Finally, the role of customer experience and participation behavior in self-service process is gradually emphasized.

• 한국데이타베이스학회:학술대회논문집
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• 한국데이타베이스학회 2010년도 춘계국제학술대회
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• pp.5-12
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• 2010

With a sample of 147 Korean small and medium size companies, this study examined the relationships among degree of information orientation, corporate culture, degree of information management implementation and selected business performances in the process of implementing IMS improvement programs, such as IMS(Information Management System). Information orientation is defined as company-wide understanding and implementation of the underlying philosophy, principles, approached, and tools of information improvement programs. It is assumed that successful implementation of information improvement programs requires a information-oriented mind-set of the employees. The key elements of information orientation include continious improvement structured processes, organixation-wide participation and customer-focused spirit. Culture id defined as the value and beliefs of em organization that shape its behavior. It is also assumed that successful implementation of information improvement programs require strong support from s corporate culture that emphasizes cintinious improvement. Adopting the competing values model of Quinn and McGrath(1985), corporate culture is classified into 'flexible' versus 'controlled culture' and 'outer-directed' versus 'inner-directed culture'. Fitness was defined through the relationship between levels of information oriented and types of corporate culture. The results were as follows. First, it was found that when a company with high information orientation promoted information innovation programs, such as IMS, it reported higher degree of information management implementation and improvement in business performances. Second, the results showed the importance of 'flexible culture' and 'outer-directed culture' in performing information, innovation. Regarding the types of corporate culture, the analysis found that developmental culture, rational culture and group culture were effective. Third, companies with high information oriented and flexible culture or companies with high information orientation and outer-directed culture reported the highest implementation in Information management activities. Fourth, the results showed that the level of information management implementation had a mediating effect on the relationship between information orientation and business performance. It was also found that enhanced non-financial performance led to the improvement of financial performance. This study attempted to exaime the factor that lead information management program to success. In order to reach success, first, it is suggested that companies have positive mind set toward continious information improvement. Secondly, it is recommended that a flexible and outer-directed culture appropriate for continious information improvement is cultivated.

• 한국프랜차이즈경영연구
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• 제12권3호
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• pp.7-19
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• 2021

Purpose: The hotel industry needs a leader who can actively demonstrate leadership to respond to and accept changes in the organization in a highly competitive and fast-changing environment. Therefore, the role of leaders who instill clear vision and goals of the organization in their members, listen to their opinions, and empathize is paramount. Leaders should encourage successful organizational activities based on active participation by employees and create the best environment for working with a sense of mission and responsibility. This study aims to identify the relationship between empathy leadership and job engagement as a result variable of team cohesion in the hotel culinary department and conduct empirical studies on the role of empathy leadership and job engagement. Research design, data, and methodology: The data were collected from employees who work in culinary department at a five-star franchise hotel located in the Seoul metropolitan area. Because it is difficult to conduct a survey through face-to-face contact with employees due to the COVID-19 pandemic, the online survey was conducted from February 1 to February 28, 2020. A total of 330 questionnaires through online were distributed and 268 employees completed the survey, yielding a response rate of 81%. Of the 268 returned responses, 27 responses were not usable due to missing information. Thus, a total of 241 responses were used for analysis. Results: The study results are as follows. First, it has been shown that the empathy leadership of culinary department in hotel companies has a significant positive impact on the job engagement. Second, it has been shown that job engagement has a significant positive effect on members' team cohesiveness. Third, empathy leadership of hotel companies' culinary department has a significant positive impact on members' team cohesiveness. Fourth, job engagement has a significant positive (+) mediating effect in the relationship between empathy leadership and team cohesiveness in culinary department. Conclusion: This study supports the theory that an emotional and empathic leader's behavior or ability can change the effectiveness or atmosphere of a rapidly changing hotel culinary team organization by presenting a research model on the effect of empathic leadership on job engagement and team cohesiveness. And hotel chefs should be more aware of the importance of empathic leadership and make them a human resource of the organization through formal and informal communication with culinary employees.