• Journal of Smart Tourism
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• 제2권1호
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• pp.1-3
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• 2022

• Journal of Smart Tourism
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• 제1권3호
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• pp.1-2
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• 2021

• The Journal of Asian Finance, Economics and Business
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• 제5권3호
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• pp.73-80
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• 2018

The growth of Bandung's tourism industry has had a massive impact on the hotel sector. Most tourists visiting Bandung are domestic tourists and tend to be modest spenders fitting the profile of a mid-market (2/3 star) hotel guest. As competition has increased mid-market hotels have come under pressure from upmarket (4/5 star) and budget hotels committed to cutting prices. There is also competition with the mid-market hotel sector, which means that the 2/3 star hotels have to keep innovating in order to remain competitive. This study uses the Service Quality framework to describe customer expectations and identify gaps in hotel services. A questionnaire survey of 105 local tourists who had stayed in 2/3 star hotels in Bandung showed that the most important dimension is responsiveness, following by reliability, assurance, tangibles and empathy. Thus we conclude that local tourists' primary expectations are that hotels will deliver the service they have promised, be responsive to guests' needs and comply with service standards. Furthermore, these findings validate the earlier prediction that comparing 2/3 star hotel with 5/4 start hotel, the customers are having preliminary knowledge on facilities limitation and friendliness. Tourists using 2/3 star hotels tend to be prepared to accept limited facilities and less friendly staff service.

• 한국관광식음료학회지:관광식음료경영연구
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• 제10권
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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.

• 한국조리학회지
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• 제22권6호
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• pp.33-51
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• 2016

The hotel industry needs to make the competitive advantage difficult to be imitated in order to remain sustainable in competitive business circumstances. Front-line employees' service-oriented citizenship behaviors(OCBs) can be such a strength from the perspective of organizational system. With an aim of investigating the antecedents of the hotel front-line employees' service-oriented OCBs, this study proposed a theoretical framework linking authentic leadership to service-oriented OCBs with goal commitment as a mediator. A total of 260 cases without missing values have been used for the final analysis and structural equation modeling (SEM) is employed using the SPSS and AMOS 7. It was first found that self-awareness and relational transparency of authentic leadership made a significant impact on their goal commitment while balanced processing and moral perspective failed to influence them. Second. goal commitment influenced all sub-factors of service-oriented OCBs. Third, moral perspective and relational transparency of authentic leadership significantly influenced service-oriented OCBs while self-awareness and relational transparency failed to make it. Finally, goal commitment significantly makes an intervening effect for the relationship between self-awareness & service-oriented OCBs and relational transparency & service-oriented OCBs but failed to intervene the other relationships. The results provide theoretical and practical implications regarding directions of leadership styles and HR management in the hotel industry and suggestions for the further extended studies.

• 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.

• 한국조리학회지
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• 제13권4호
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• pp.151-163
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• 2007

The purpose of this study is to find out the influence of wage satisfaction and personnel management policy on hotel employees 'organizational commitment and job satisfaction in Korean hotels. In the standpoint of management, almost all hotels seek to meet their employees' satisfaction whether they try to or not. The survey was performed on hotel employees in Seoul and 231 sheets are returned out of 300 sheets. This study use SPSS for WIN 12.0 and AMOS 4.0 to analyze the hypotheses. There are several prerequisites for employees' job satisfaction according to researches and theories. The main factors for employees' job satis-faction are drawn by the prior researches on wage satisfaction and personnel management policy. Then job satisfaction and organizational commitment are extracted to study how the two factors are affected. As a result, the satisfaction with wages affects job satisfaction not significantly. Followed by the results, the effects of the organizational commitment on the job satisfaction and the job satisfaction on personnel management policy were shown significantly. Based on the results, this study will give a suggestion that to get the organizational commitment from employees through job satisfaction, hotels should apply fair personnel management policy to their employees.

• 품질경영학회지
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• 제45권4호
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• pp.957-968
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• 2017

Purpose: There are lots of efforts to increase the revenue of on-line travel agency due to the extreme competition in the hospitality industry. One of the way to improve the revenue is applying new concepted service for their business. In this study, it is introduced an innovative system design of hotel reservation for the on-line travel agency using the concept of an opaque product. Methods: By adopting the opaque product at the hotel reservation system, the reservation requests can increase because the customer tends to feel that they purchase the hotel service with relatively cheap price. The overall process for an innovative hotel reservation system is presented and the core algorithm to implement this system is also suggested through a mathematical model based optimization method. Results: To validate and to examine the proposed process and core algorithm, a numerical example is provided with the modified data of the hotels in Seoul metropolitan city. The discount prices and the overall revenue of hotels are generated according to hotel grade. Conclusion: It is confirmed that the revenue of the hotel tends to increase according to its grade. This is because that the customer want to use the new service which applying the concept of opaque product when the higher discount ratio are decided for lower grade hotels.

• 유통과학연구
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• 제13권9호
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• pp.29-36
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• 2015

Purpose - The purpose of this study is to examine the influence of effective role-play and training on employee education satisfaction and customer orientation. Evidence of the suggested objective is obtained by monitoring the effectiveness of hotel service training. Research design, data, and methodology - Data were collected from 280 role-play sessions performed in a Korean Hotel and examined using a frequency analysis, reliability/validity assessments, correlation analysis, and regression analysis using SPSS 19.0. Results - 1) Entrepreneurs and training instructors should enthusiastically apply service education in order to enhance each employee d evaluation in terms of customer satisfaction and customer orientation. 2) The most effective factor on customer satisfaction and orientation is the instructor's qualifications. 3) Since a higher level of education-training satisfaction leads to better customer orientation, effective education-training is essential to achieve this result. Conclusions - The study was able to obtain practical evidence that can confirm that service education-training through role-play positively affects employee customer service orientation. In future advanced research on training effects on customer orientation, various internal factors of a business should also be considered.

• 토지주택연구
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• 제9권4호
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• pp.10-18
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• 2018

As the volatility increasement of the number of tourist, there was been controversy over supply-demand imbalance in hotel market. The purpose of this study is to analysis on determinants of hotel occupancy rate in Jeju Island. The quantitative method is based on cointegrating regression, using an empirical dataset with hotel from 2000 to 2017. The primary results of research is briefly summarized as follows; First, there are high relationship between total hotel occupancy rate and hotel occupancy of foreign tourist. The volatility of hotel occupancy is caused by foreigner user than local tourists though local tourist high propotion of hotel occupancy in Jeju Island. Second, hotel occupancy of local tourist has not relationship with demand and supply variables. Because some hotel users are not local tourists but local resident, and effects to other variables of hotel consumer trend, accommodation such as Guest house, Airbnb. Third, there are high relationship between foreign hotel occupancy rate and demand-supply variables. These research imply that total management of supply-demand is very important to seek stability of hotel occupancy rate in Jeju Island. Also it can provide a useful solution regarding mismatch problem between supply-demand as well as development the systematic forecasting model for hotel market participants.