• Journal of Applied Tourism Food and Beverage Management and Research
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• v.13 no.2
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• pp.11-25
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• 2002

The purpose of this study was conducted to provide the useful information to get the best location when developing new stores in restaurant business. The results of this study show that the international airport's store provides better service quality in most service quality factors than other locations' stores. However, the three city stores perform better service quality in the store's atmosphere than the airport's store. These results means that these stores' customers who are younger than the airport's customers consider the shop's atmosphere more important than other service quality factors.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.17 no.1
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• pp.85-107
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• 2006

The study reviewed a literature on a role and importance of physical environment of a hotel service and determinant factors including a renovation. Also, the study showed how the service physical environment influenced satisfaction, quality of relationship, and customer loyalty. The Sampling method used a convenience sampling of non-probability sampling methods. samples were from domestic customers experience the hotel services for more than five years of the 1st deluxe hotel in seoul. The collected 200 questionnaires were used to analyze empirically. Regression analysis were used to verify hypotheses. Service physical environment influenced satisfaction, quality of relationship and customer loyalty significantly.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.12 no.2
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• pp.59-78
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• 2001

The domestic food service industry has established its industrial basis since the overseas brands were introduced and international events were held in Korea. It also has showed a prominent growth rate as consumers began to show more interests in leisure and quality of working life(QWL) At this, the employees, constituting Points of contacts with consumers of the food service industry, have emerged as a Primarily critical concern in order for the food service industry, which can affect people in various ways, to adopt our own food culture and develop its business quality. In the food service industry, as a relatively labour-intensive industry, the manpower service is considered very important. Whether the industry succeeds or not depends on the role of employees as the quality of service of employees can decide the quality of the industry itself. In spite of the importance of employees in the food service industry, not many researches have been Performed on the personnel management of the industry, as Koreans traditionally have hold a prejudiced view on the food service industry and it is only a short time since the food business began to be considered as an industry. This thesis aims at research on the factors affecting job satisfaction of the employees by dealing with the importance and characteristics of the role of employees of the food service industry and theoretical background of the job satisfaction. The presumable factors affecting the job satisfaction are divided into several groups ; characteristics of organization, working condition, human relationship, psychological factors, and its reputation in the labour market. Hypotheses and models, where those factors affect the employees, are formed. Statistical methods such as correlation analysis and multiple regression are used in order to verify those hypotheses. Alternatives to improve job satisfaction of employees are suggested based on the analysis. It is expected that there will be more active researches on employees of the food service industry, as this thesis has selected employees of the food service industry as its subjects while subjects of similar researches have been mainly hotel employees so far.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.19 no.1
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• pp.74-87
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• 2011

This paper tried to research the relationship among the passenger's satisfaction and expectation of in-flight service quality, overall satisfaction and passenger's Loyalty by emphasizing on two groups of passengers and cabin crews from K-airline to find out which service quality area should be focused on for pursuing premium in-flight service. Such six service quality areas as in-flight equipment, food&beverage, duty-free sales, service ability, service image and specialized service were conceived and survey questions were made based on relevant previous researches. The analysis has used the data of 281 passengers and 336 cabin crews from K-airline. According to the analysis, in physical service factors, passengers perceive satisfaction from duty-free sales contributes to overall service satisfaction. However, cabin crews believed in-flight equipment and food&beverage are important to overall service satisfaction. In human service factors, both groups seemed to agree service ability and service image have a positive impact on overall service satisfaction. Among service satisfaction factors, the customer's satisfaction from cabin crew's service ability(service response, professional knowledge and foreign language skill) is also proven to be directly connected to customer loyalty.

• Journal of Information Technology Applications and Management
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• v.17 no.3
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• pp.25-41
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• 2010

F&B(food and beverage) in accommodation industry is a key service that determine the satisfaction of customers in tourism industry. As the importance of the management of quality gets increasingly highlighted in service industry, the innovation in the management of service quality and satisfaction in tourism industry is gaining high attention. In this research, we focused on the improvement and innovation of the management of procurement process for F&B service based on the smart use of information technology. A case and scenario analysis of the improvements in the management of procurement process is performed focusing on a medium-size accommodation business. Future opportunities and potential of further IT-based innovation is discussed.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.15 no.2
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• pp.73-98
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• 2004

For the successful hotel restaurant, careful research on the customers needs, their changes and the understanding should be on the first step. The aim of this study is to find out hotel restaurant user's satisfaction factors and provide useful information for the decision of its marketing policy. Questionnaire survey, after the preliminary survey, had been performed from 23 Sep 2002 to 02 Oct 2002, for 10 days. 240 questionnaires had been collected and 25 excepted which filled out not properly. 215(86%) questionnaires are included for the analysis. For the enhancement of hotel restaurant customers' satisfaction degree, following suggestions are recommended. The development of distinct hotel service is needed. Also the effort for making hotel buffet restaurant not only for dining place but also customers oriented facilities, with various events and shows, is required. Periodical checking on the food quality, presenting new menu to the customers and keeping consistent food taste and quality areneeded. The studies on the diverse ways for specified and new customers, such as advertisement, promotion, easy access to the hotel restaurant, discount coupon and customer smilage service are needed.

• Journal of the Korean Society of Food Culture
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• v.20 no.6
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• pp.661-667
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• 2005

This study was to examine the effect of the environmental characteristics on overall quality of employee and food service in Korean foodservice firms. The four factors of the environmental characteristics of Korean foodservice firms consist of service, atmosphere, food & beverage, and event. To analyze the data collected from 414 respondents, the several statistical methods were used including frequency and descriptive analysis, factor analysis, reliability test, and multiple regression analysis. The empirical results are as follows: First, the employee service factor has a significantly positive effect on overall employee service quality. Second, the food & beverage factor has a significantly positive effect on overall employee service quality. Third, the food & beverage factor has a significantly positive effect on overall food & beverage service quality. Fourth, the event factor has a significantly positive effect on overall food & beverage service quality Managerial implications can be drawn from the present data. First, Korean restaurant managers can identify which factors of environmental characteristics influence customers' attitudes and evaluations in service encounter. Second, Korean restaurant managers can use the environmental characteristics as differentiation strategy, and allocate their resources into the activities of marketing strategy.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.7
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• pp.41-59
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• 1997

After the industrial revolution, we have changed whole life-styles. This trend has brought a change in our eating style. Nowadays, the great number of people go out to eat-even three meals a day. As a result, the growth rate of food service industry increases day by day. Some restaurants are managed by the large scale company and others by the small scale ownership. Though developed countries are in the maturity step of the product life cycle in this field, we are in the growth step. We will hold the in 2002. A lot of tourists and the press will rush to Korea. They must have their meals at the restuarant. Therefore, we need more practice to satisfy them and to lead to successful management in this field. Also, we need an evaluation to qualify each business so that our food service industry does not decline compared to other country's. This study is trying to find how to evaluate and qualify each business in the various areas: service, the quality of food, the mood of the restaurant and so on. In addition, it includes the restaurant rating form.

• Culinary science and hospitality research
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• v.5 no.2
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• pp.447-467
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• 1999

Most published work on product quality focuses on manufactured goods. The subject of service quality has received less attention. This distinction is important because some of the quality-improving strategies avaliable to manufacturers may be inappropriate for service firms. Services are performances, not objects. They are often produced in the presence of the customer, as in the cause of hotel restaurant services, quality occurs during service delivery, usually in an interaction between the customer and contact personnel of service firm. for this reason, service quality is highly dependent on the performance of employees, an organizational resource that cannot be controlled to the degree that components of tangible goods can be engineered. The study has begun as a basic study for customer satisfaction-oriented management in understanding the service quality of food & beverage products and through a systematic analysis of it. The major purpose of the study was to examine the relationship of the customer satisfaction and service quality in consideration of reliability, empathy, responsiveness, tangibility and assurance. An empirical research was conducted based on the previous theoretical studies. 286 customer at first class hotels in Seoul were selected as samples of this study. The time period of research was from February through March 1999, and answers were processed by SAS to yield frequency analysis, multivariate statistical analysis and regression analysis. The finding of the statistical treatment are frequencies, factor analysis, multiple regression analysis, path analysis. SERVQUAL method was used the service quality evaluation methods. After factor analysis, it was resulted to 3 factors. those were factor 1(assurance.empathy.responsiveness), factor 2(reliability), factor 3(tangibility). The findings of the statistical treatment are as follows. First, the attribute measurement of performance service quality was affected by customer satisfaction. Second, the attribute measurement of performance service qualify was affected by repurchase intention. Third, The attribute measurement of performance customer satisfaction was affected by repurchase intention. The result of study model was followed, service quality was affected repurchase intention than customer satisfaction. indirected effect through, service duality and customer satisfaction was affected repurchase intention.

• Culinary science and hospitality research
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• v.10 no.1
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• pp.32-45
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• 2004

This study is about choice attribution of customers make in food and beverage events. The researcher provided practical plans to uplift food-related enterprises and activate management through surveys and positive analyses, targeting customers who use food services. First of all, all event plans must include customer demands, social changes, special qualities of the business, and market research. Second, low demand season must be customers will be induced to the events. Third, prediction for market variable and solutions must be thoroughly examined and plans should look into the future to maintain a long period of time. Fourth, sufficient communication between planners and employees should be made before the event starts, so that food and beverage businesses can gain trust and quality of event services.Fifth, immaterial service and visible goods/menus in business of food and beverage events must be closely matched. Sixth, menus introducing a variety of merchandise, quality of nutrition and health of the business should be developed. Also, events from countries(regions) should be hold to create a market of cultural exchange. Seventh, for hereafter event plans, feedbacks are needed concerning customers needs and demands through customer care, after the food and beverage events. Eight, faculty management for convenience, kindness, safety, and life preserver accommodations in parking areas must be made, as automobiles are necessaries for people in Mycar era. The ninth, off-line and on-line care through on-line business construction and production of homepage must be done, due to the fact that even the well-made events are bound to fail if they are not delivered to the customers.