• Journal of Distribution Science
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• v.17 no.8
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• pp.107-118
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• 2019

Purpose - The present study examines the effect of service employees' experienced customer incivility through their emotional exhaustion. We identified service employees' emotion regulation ability as a boundary condition (i.e., moderating variable) that decreased the positive relationship between service employees' experienced customer incivility and their emotional exhaustion. Furthermore, we also investigated the negative relationship between service employees' experienced customer incivility and their service performance via emotional exhaustion. Research design, data, and methodology - Drawing on AET (affective event theory) and COR (conservation of resources) theory, we developed three research hypotheses (i.e., mediation, moderation, and moderated mediation). Online panel survey data from 552 frontline employees at several service organizations (e.g., department stores, retail stores, hotels, restaurants, airlines, banking, insurance company, and etc) in South Korea were examined. To assess two types of validity (i.e., convergent and discriminant validity) and reliability of measurement model, we employed the CFA (confirmatory factor analysis) using M-plus 8.2 software. Internal consistency also was tested by Cronbach' α. In addition, we employed the SPSS PROCESS MACRO 2.16, which was recommended by Hayes (2013, 2015), to estimate mediation, moderation, and moderated mediation effects. Results - As predicted, the negative relationship between service employees' experienced customer incivility and their service performance was mediated by emotional exhaustion. Furthermore, service employees' emotion regulation ability also played a significant moderating role of the relationship between service employees' experienced customer incivility and emotional exhaustion, such that this relationship was less pronounced when service employees had a high level of their emotion regulation ability than when thir emotion regulation ability was low. Service employees' emotion regulation ability further moderated this mediation effect of service employees' experienced customer incivility on service performance through emotional exhaustion. These findings have theoretical implications for employees' experienced customer incivility and emotion regulation ability research and provide managerial implications for practitioners. Conclusions - This study empirically elaborated the previous model of service employees' experienced customer incivility and personal resource (e.g., emotion regulation ability) literature by presenting the findings that service employees' experienced customer incivility influences their service performance via emotional exhaustion and that emotion regulation ability effectively reduces this negative effect.

• The Journal of the Korea Contents Association
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• v.13 no.1
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• pp.417-424
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• 2013

The purpose of this study is to find out the effect of macroeconomic variables on the hotel profitability and suggest the reasonable way to handle them. To achieve this purpose, seven macroeconomic variables were used as an independent variable. These were the index of industrial production, West Texas Intermediate, the consumer price index, the unemployment rate, the money supply, the trade balance and the exchange rate. And ROA and ROE of total hotels were used as a dependant variable respectively. As the result of regression, it was found that the index of industrial production and the exchange rate had a significant and positive effect on ROA. And West Texas Intermediate, the consumer price index and the unemployment rate had a significant and negative effect on ROA. Also the consumer price index and the unemployment rate had a significant and negative effect on ROE and the exchange rate had a significant and positive effect on ROE. Through the analysis two key variables were found to be very important ones. These were the unemployment rate and the exchange rate. So the hotel managers need to emphasize on the good price of domestic hotel products and supply the various productions and services to the guests when the exchange rate is increased. But when the unemployment rate is increased, the hotel managers should consider to supply the middle price products with the hight price products.

• Culinary science and hospitality research
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• v.17 no.2
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• pp.1-17
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• 2011

The purpose of this study is to make an evaluation on menu selection and satisfaction levels of the tourists who visit Korean restaurants in Busan. This study aims to propose general, strategic plans for improving the menu quality management of Korean restaurants in the future and find out measures to make restaurant users satisfied and revisit. A survey was conducted on ordinary people who had visited Korean restaurants in tourist hotels in Busan. A total of 310 copies of questionnaire were distributed to them from September 1 to 30, 2008. The SPSS/PC+ for Window 12.0 was used for data processing and analysis. As a result, it was found that selection attributes of Korean restaurant menu had an effect on customer satisfaction and revisit intention, and the most influential factors were health and menu designs. These days, people are getting more interested in keeping in shape with the Well-being trend. Such a modern trend is an important factor when selecting menu items. Therefore, when menu management is considered, health-related factors need to be considered more than anything else. In addition, various and unique menu items need to be designed to draw people's curiosity and make customers revisit.

• Journal of Technologic Dentistry
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• v.12 no.1
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• pp.73-93
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• 1990

The study objected to the 120 persons out of 360 persons who have registered under the association of the dental technicians in Pusan to grasp contents about improvement of life long education of the present day of November, 1987, and its results, which we have acquired by this study were as follows : 1. A sense of satisfaction toward the system of life long education appeared as unsatisfaction and its unsatisfaction decreased from the rate of member's attendance or exam. marks, the contents of education, and place of education. 2. The problem of the exam. mark which derived by the presence by the substitute appeared which 46.7 percent(56 persons), lack of opportunity for the recompletion at branch association appeared which 19.2%(23 persons), given 4. exam. marks at the over all scientific contest was appeared 14.2 percent(17 persons), relation which legal treatment when ones didn't completed exam. mark was appeared 10.8 percent(13 persons) and lastly, appeared 8.3 percent (10 persons) with time of delivery of the exam mark card. 3. The frequency of the opening for the life long education which related with the rate of members attendance was fixed as nowadays two times per annually, but they perferred the opening per academic blanch once out of the firest half year and the latter half of the year and, they liked the openings at the first week or second week and preferred the holding on saturdays and sundays. 4. The subject of the life long education have appeared the opinion that the thesis was lop-sided toward the allocation of time schedule of lecture appeared the opinion of which they perferred the rate of an hour of cultural subject and two hours of major studies, and invitation for an instructor they preferred one dentist, one member, one dean for the cultural subject, and there are lots of opinions which they wished display of materials. 5. A sence of satisfaction about the place they perferred was decreased such as ; an auditorium concerned of the colleges was 46.7 Percent(56 Persons), hotels 26.7 Percent(32 Persons), an auditorium of the general hospital 20 percent(24 persons) 6. And lastly, there are lots of opinions who have required the necessities to constitute for the academic branch.

• Culinary science and hospitality research
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• v.16 no.1
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• pp.92-103
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• 2010

This study aims at analyzing what influences the menu quality of Italian restaurants in major five star hotels in Seoul have on satisfaction and revisit intention. The survey was conducted from 20st June to 26th June, 2009. The statistical data of the analysis were completed using the SPSS 12.0 program, and frequency analysis, reliability analysis, factor analysis, multiple regression analysis were conducted. The results of this study were as follows. First, the most significant factor in selecting Italian restaurants was found foods taste, and the factor analysis with 45 variables of the menu quality of the Italian restaurants came up with menu factor, foods quality factor, and menu service factor. Second, among the menu quality of the Italian restaurants, menu contents and menu services were found to have a significant effect on satisfaction. Third, satisfaction was found to have a significantly positive effect on revisit intention. Fourth, menu contents were identified to have a significantly positive on revisit intention while food quality and menu services didn't have a positive one. Thus more studies should be focused on a variety of menu quality regarding Italian restaurants in the future. Based on these results, there must be continuous supervision over the menu of Italian restaurants.

• Culinary science and hospitality research
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• v.15 no.1
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• pp.191-201
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• 2009

Tipping takes significant part in hospitality industry, especially in hotels and restaurants. According to the recent studies, over US$26.4B were given to the service personnel in the restaurant industry from the customers as tips in 2003 in the US alone. As a result of these developments, tipping has been a legitimate area of academic inquiry in many foreign countries but here in Korea this custom has not drawn much attention due to service charge being placed by the government since 1979. The purpose of this study is to analyse the perception and attitude of tip recipients and compare it with the results of previous studies carried out by Shamir and Parrett. Statistical analyses were carried out to compare the differences of perception between tip recipients and non recipients on the staff role conflict, job satisfaction, pay satisfaction and attitude toward the guests. It is suggested from the finding that the current service charge system needs to be taken into consideration for possible revision or alteration as the management environment and customer needs in the hospitality industry in Korea are changing at an enormous pace. As this study focused on the perception of employees, further study on the perception of customers to tipping is highly recommended.

• The KIPS Transactions:PartD
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• v.15D no.4
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• pp.513-522
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• 2008

Service-Oriented Architecture(SOA) is an method to develop applications by developing and publishing reusable services which potentially be used in various applications, and discovering and composing right services dynamically. SOA adopts a paradigm of publish-discover-invoke, which is considerably different from object-oriented and component-based development(CBD) approaches. The service in SOA is different from function in procedural programming, object in object-oriented programming, and component in CBD, and its fundamental requirement is a high level of reusability and applicability. In SOA, service providers and service consumers are loosely coupled since the providers try to develop reusable services and the consumers try to locate right services without knowing much about the providers and their published services. Moreover, the process of searching, choosing and invoking right services is not presented in conventional programming paradigms. Therefore, conventional approaches to developing user interfaces and invoking the functionality on servers through JSP, and RMI in object-oriented programming cannot well be applicable to designing clients’ programs in SOA. Therefore, there is a high demand for a practical and systematic process for developing clients’ applications, and the such a process should be devised by considering key characteristics of services and SOA. However, little work on this area is known to date, and there has not a process for client side just except few guide lines for developing service client. In this paper, we propose a practical and systematic development process for developing clients' applications in SOA. Then, we define instructions for carrying out each activity in the process. To show the applicability of the proposed work, we show the result of applying our process in developing a services application for searching and booking hotels.

• Culinary science and hospitality research
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• v.6 no.1
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• pp.57-78
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• 2000

In the 21st century the size of sales of food service business in Korea will be 30 trillion won which means Food service business in Koreas is a mega market, but it is only quantitative growth and might face the limit of growth. At the same time it is predicted that from the academic world Food service business will develop endlessly after IMF condition. Of course I hope so as a member of national. Al though I propose that quantitative side is important, qualitative side must not be disregarded the present and future customer is needs should be met because the 1st goal of company is to achieve a management goal and pursuit profit. The present situation requires a peculiar and specific strategy of its own which can not be followed by competing hotels so that value can be created and buying intention can be occurred after buying. Until now the goal of marketing campaign has been transacted marketing just for closing a transaction, but it must be related marketing which is seeking mutual interests of customer and company. The strategies to attain these goals are : 1) to change from products and service management-focused to customer management and relationship building-focused. 2) to establish a core strategy which needs to be changed from market occupancy of volume expansion to customer occupancy. 3) to change from one-way communication to two-way communication. 4) to change from large scale marketing by company dimension to small scale marketing by sections. If companies focus on core benefit and augmented service to be sought by customers and make every efforts to create a value customer occupancy will increase automatically, the reduction of marketing cost will be followed, and marketing efforts will be much more efficient. In introducing a new product it is still easier to diffuse through the existing customers, and also important market information can be obtained from customers using this close relationship. If this close relationship maintains well customers will say even a trivial inconvenience and complaint and propose an idea of new product. Kotler divides relationship marketing into 5 stages such as Basic, Reactive, Accountable, Proactive, and Partnership. From the 1st stage to the last stage customer management is absolutely important and also in management strategy. The last stage, Partnership can come into the stage which is actively participated in service development and problem solving by customers. so more loyal customers have more successful performance the company attain.

• Culinary science and hospitality research
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• v.16 no.4
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• pp.163-176
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• 2010

The purpose of this study is to find out the effect of job rotation on employees' motivation and satisfaction. That is, it is the ultimate aim to know why employees want job rotation or why not, whether the rotation has an effect on their motivation, and finally whether the motivation gives direct job satisfaction. As a result of the survey, the efficiency and procedure of job rotation have influence on motivation. The employees also think that regular rotation can help them to find the proper position to meet their aptitude. And motivation also affects employees' achievement, benefits, and relationship with their bosses. Especially, when they feel great achievement and pride in their jobs, their satisfaction appeared to be very high. And when they are paid properly in comparison with their workload, or they learn special knowledge from their bosses, they usually content themselves.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.16 no.1
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• pp.43-69
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• 2005

Generally, brand is the title for discriminating their own goods and service from other competitive company, brand-image means customer's good and bad affection or loyalty the brand of specific company. Customers often choose the goods according to the value of goods brand. In terms of this viewpoint, the value of company's brand is very important factor to the company's success. Brand-image also effects customers on selling company's goods. Specially, to the hotel business that should ensure lots of customer for a long period with the interest and credit of customers, its brand-image is more significant. What the image is looked upon as a important factor in marketing is due to the difficulty of discrimination against goods standardized in price and quality. Therefore, the company's image acts as a more important marketing factor in the high industrial society. Also it means a lot to the customer's purchasing behavior. When the company's brand-image is recognized or discriminated, customer's memory is longer and customer's reliability is raised than other company's advertisement and public information. Nowadays, most of hotels are perceiving the importance on their own brand-image but in the lack of deep study and systematic strategy in reality. The purpose of this study is to research the effect on customer's purchasing intention of hotel brand-image and choice-attribution. The empirical research has been done from 23April, 2004 to 20May, 2004. Data were collected from general customers who are using hotel located in Taegu. In conclusion, hotel brand-image depends highly on, the service quality of hotel staff and reputation of hotel. Besides, this acts on customer's hotel choice decisively.