• Journal of Service Research and Studies
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• v.13 no.4
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• pp.206-223
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• 2023

The introduction of Smart technologies such as Artificial Intelligence(AI) systems are have a powerful impact in a variety of industry fields. Some experts predict that smart technology will completely change people's daily life and work styles, causing technological innovation, productivity improvement, and discovery and emergence of new fields. On the one hand, this vision cannot ignore negative views and concerns. Despite many social debates about employment, such as job loss and rising unemployment, there have not been many studies based on employee experience that provide a fundamental solution to the conflict between AI and employment. Therefore, this study finds out the effects and related factors of AI concierge robots for hotel employees, focusing on the hotel industry, and how employees' perceptions of AI concierge robots affect user resistance and turnover intention. This study, conducted a questionnaire survey of 322 hotel employees who had experience working with AI concierge robots in China, and used SPSS and SmartPLS statistical analysis programs to draw conclusions. We found that hotel employees' perceptions of AI concierge robots were significantly related to user resistance and turnover intention, and this association was related to employee self-efficacy, perceived organizational support, quality of AI services and new tasks. In addition, it was found that the quality of AI concierge robots directly or indirectly had the greatest influence on user resistance and turnover intention. The findings of this study provide theoretical implications for academia and practical implications for industry practitioners.

• The Journal of the Korea Contents Association
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• v.8 no.12
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• pp.386-395
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• 2008

The purpose of this study is to understand the cognitive power from user who have used hotel management information system and to search contribution level for hotel management. The survey results are : There are different cognitions, between PKG and developed user system, short term employee and long term employee, reservation part and front office part. Specially IT service management parts(mostly outsourcing) have low degree cognition, because of lated supporting and being short of IT service management system. Hotel information system construction gives us to be easy management operating and to be fast management but Hotel information system has to lead value creation, to support decision making, to present advavced management for hotel.

• Journal of Global Scholars of Marketing Science
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• v.17 no.3
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• pp.109-132
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• 2007

The present study examines the relationship among relationship quality, organizational commitment, and prosocial behavior. In this study, relationship quality is defined as relationship quality between manager and employee (RQME) and relationship quality between organization and employee (RQOE). The authors also investigate the mediating roles of RQOE and organizational commitment in the conceptual research model. Findings indicate that RQME has a positive and direct effect on RQOE, organizational commitment, and prosocial behavior. The results also show that both RQOE and organizational commitment have a mediating role in the relationship between RQME and prosocial behavior of employees. Finally, the authors found that RQOE influences prosocial behavior through organizational commitment.

• The Journal of the Korea Contents Association
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• v.8 no.3
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• pp.107-116
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• 2008

This study was performed focusing on the telemarketers of the deluxe hotels in the five different areas as well as Seoul in order to find out the influence of the customer orientation of the telemarketers in the hotel membership operation on the telemarketers satisfaction. And the deferences of the customer orientation and the employee's satisfaction between the hotels in Seoul and in other areas were examined using the demographic characteristics as the background variables. According to this study, it reveals that the degree of the employee's satisfaction was high when their customer orientation was perceived as high. This study has a significance because it tried for the first time to research focusing on the telemarketers and to relate them to the customer orientation.

• Journal of the East Asian Society of Dietary Life
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• v.20 no.3
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• pp.458-472
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• 2010

In the service industry brand was getting more importance in marketing and brand should be researched more. So the purpose of this study was to identify the causal relationships of 'constructs of brand evidence-brand satisfaction-feelings-brand satisfaction-customer loyalty'. In this research constructs of brand evidence were brand image, price (value for money), servicescapes, core service, employee service, and self-image congruence. This research used family restaurants settings using a sample of customers visiting and enjoying menus at family restaurant stores of Youngnam province. A total of 222 questionnaires were analyzed with SPSS/PC+12.0 and LISREL8.30. Empirical results were that firstly, price, core service and employee service affected brand satisfaction and secondly, employee service, core service, servicescape affected postive feelings and thirdly, brand evidence constructs except self-image congruence influenced negative feelings and lastly, brand satisfaction influenced customer loyalty. On the basis of these findings, family restaurant manager should pay much attention to constructs of brand evidence and use these variables to appeal to and understand target market.

• Fashion & Textile Research Journal
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• v.16 no.6
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• pp.987-994
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• 2014

The purpose of this research is to propose employee uniforms for tourist hotels on Jeju Island, such uniforms that embrace Jeju's unique culture and promote the tourism of Jeju Island. It has been suggested that there exists a need for hotel employee uniforms to attract more tourist attention and boost Jeju's tourism industry. We designed the uniform after analyzing the empirical data collected from academia thesis, periodicals, papers and pictures from internet search, and fashion industry magazines. The uniform analysis and production procedures are as follows: (1) precedent research case review (2) current (existing) uniform status survey (3) latest fashion trend analysis (2010 - 2014) (4) creating the uniform implementing the trend-based design with Gal Cheon, Jeju's cultural product material. We found tipping points of the design through literature and trend analysis; we developed appropriate uniforms accordingly that are harmonious with Jeju's unique identity. We received great evaluations on the appearance and comfort as well. A new concept of uniform featuring Gal Cheon has been proposed. It is expected that the uniforms will promote the brand image of Jeju as an international freedom city and its culture.

• The Journal of the Korea Contents Association
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• v.13 no.11
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• pp.423-432
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• 2013

It is very important to prevent and management negative sides in advance can occur in service transaction as an employee' attitude during service encounter has a decisive effect on customers' service evaluation. Work stress has become one of the most widely studied topics in research, mainly because of its importance to employees' psychological health, which in turn affects service quality and organizational effectiveness. This study aims to explore how social support that hotel employees perceive influence on job stress and job burnout. Data were collected from 355 hotel employees at Deluxe Hotel in Seoul, analyzed using structural equation modeling techniques. The findings are as follows Firstly, social support had a significant influence on job stress. Secondly, social support had a significant influence on job burnout. Thirdly, job stress had a significant influence on job burnout. To reduce job stress and job burnout recognition, self-esteem and motivation, the hotel need to deliver a stronger coaching program. In addition, for an organization to respond flexibly. Finally, the results were discussed in the context of providing the job burnout management for employee.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.10
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• pp.203-218
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• 1999

Customer-Orientation can be referred to as the concept of creating and maintaining a superior value within the market by responding to the 'wants of the customer' in regards to the Hotel. In other words, customer-orienated hotel is forcasting a customer' response to being different from other competitors, competing with others, and winning in the market. Therefore, hotels exert their efforts in various customer-oriented activities which may result in customer satisfaction. The pruposes of this study are to find out various significant factors impinging on customer-orientation and service image in hotels. For these purposes, two hypothesis were established, and the samples of this study were 15 hotels in Pusan, KyeongJu. The verification of the proposed hypothesis showed the following results: First, service quality and customer-orientation were found to be significantly related. In detail, the employees of hotel were shown to be affected in sales management, human relationship and service quality. Second, customer-orientation and service image were found to be significantly related. namely, the customer-orientation of hotel' employee were found to be significantly related with hotel service image. The research results and suggestions of this study are as follows: First, it is necessary that provide better service/product to satisfy the customers. Second, it is necessary that the employees of tourist hotel try to resolve the complaint of customers. Third, it is necessary that the employees of hotel try to improve the image as good service.

• Journal of the Korean Society of Food Culture
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• v.25 no.5
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• pp.578-588
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• 2010

The purpose of this study was to investigate the effects of perceived price and servicescape on employee service quality, food and beverage quality, and customer value in Daegu Korean restaurants and to suggest methods for them to become the food mecca of Korea and the world. The samples for this study were customers of nine Korean restaurants in Daegu. A total of 368 questionnaires were analyzed with factor analysis, a reliability test, and a covariance structural analysis. The results showed that perceived price was positively related to employee service quality and food and beverage quality and that servicescape was positively related to employee service quality and food and beverage quality. However perceived price, servicescape, employee service quality, and food and beverage quality were not related to customer value. The reasons were that these factors did not influence perceived customer value in Daegu Korean restaurants. The Daegu municipal office should require these restaurants to develop distinguished employee service and food and beverage quality and conduct consistent marketing to Koreans and westerners, so that these restaurants can become the food mecca of Korea and the world.

• The Journal of the Korea Contents Association
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• v.11 no.11
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• pp.457-471
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• 2011

This study investigates effect of perceived organizational support which recognized by hotel convention employee on empowerment and organizational commitment from a social exchange relationship point of view. The major findings of this study were follows. First, the result of verification, effect of perceived organizational support which recognized by hotel convention employee, the hypothesis 1-1 and the hypothesis 1-2, operational support, the operational support had no significant effect on meaning, competence factor and effective factor. on the other hand the result of verification the hypothesis 1-3 and the hypothesis 1-4, the emotional support was found to have significantly positive effect on meaning, competence factor and effective factor. furthermore, by analysing the hypothesis 2, which states that the impact of empowerment on organizational commitment, the meaning, competence factor and effective factor as subset of empowerment had significantly positive effect on organizational commitment. finally by analysing the hypothesis 3, the operational support was found to have positive effect on organizational commitment, but emotional support had no significant effect on organizational commitment.