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This paper was examined on the legal environment of accidental losses in restaurant service, and it was measured how well foodservice workers in restaurant industry understand the law coveringthose accidental losses. A review of the casesin previous researches, precedents, interviews, and internet portal sites showed that the accidental losses in restaurant service were classified into 11 types as follows; losses of personal belongings with posted warning, losses of personal belongings without posted warning, injuries in a restaurant with posted warning, injuries in a restaurant without posted warning, injuries while eating, food poisoning, injuries from defective tableware, allergic reactions, illegal or unsanitary food supplies, and false labeling of countries of origin. A survey was conducted for the study in July of 2005, and 169 questionnaires were collected. The results of descriptive analysis have proved that the respondents had little understanding on the responsibility of accidental losses and its applicationsof the law. The results suggest that the integrated law extending over a wide range of the cases in food service industry should be promulgated.핵심용어(Keywords): 레스토랑 서비스 사고(accidental losses in restaurant service), 법적 환경(legal environment), 책임소재(responsibility)

Organizational cynicism negatively affects employers.The purpose of this paper is to investigate the relation of organizational cynicism (institutional cynicism & cynicism on organizational change) between organizational performance (job involvement, team involvement, & service-oriented OCB) and testing moderating effect of individual characteristics. A survey was conducted among 430 employees at luxurious hotels in Seoul. The results of this study are as follows : (1) organizational performance isidentified to be positively related with institutional cynicism, while is negatively related with cynicism on organizational change. (2) The relation between organizational cynicism and organizational performance is influenced by various individual characteristics.핵심용어(Key words):조직냉소주의(organizational cynicism), 직무몰입(job involvement), 팀 몰입(team involvement), 서비스 지향적(service-oriented mind) 조직시민행동(organizational citizenship), 개인특성(individual characteristics)

Due to Severe Acute Respiratory Syndrome (SARS) during the first quarter of 2003, foreigners' guestroom demands at super deluxe hotels in Seoul have highly decreased. Based on this factor, the structural change on foreigners' guestroom demands and the cause of its occurrencewere analyzed by the CUSUM test, CUSUMSQ test, and the Chow test. As the results of CUSUMSQ test, structural change had appeared during the entire analyzing period (1997Q1～2004Q4), and it issurmised that the structural change had also occurred between 1Q of 2000 and 3Qof 2003. In order to provide supportive statement in deducing CUSUMSQ test, the Chow test was performed as well. F value in the Chow test was found to be the highest in the 4Q of 2002(N1: 24, N2: 8), this period of the time precisely showsif there were a difference between before the period and after the period. Due to the occurrence of SARS in 1Q of 2003, the room demand of foreigners had decreased by 24.12% than the previous quarter. Also, it was found to be one of the reasons for the greatest impact on the result.

This study has been attempted to develop a scale for measuring quality of practical classin hotel & foodservice education. In order to develop customer-oriented evaluation scales, plenty of service marketing researches have been applied on this piece. The scales are discriminated from former education service quality scales, in that quality processand quality outcome have been equally considered.Also, this study reports the procedure of developing a scale for measuring quality of practical class. First, the authors reviewed basic articles in the field of service marketing, especially service quality theory. Second, four steps of empirical efforts (Field observation, Focus group interview, Item evaluation by discriminated group and statistical analysis) are conducted. As a result, a scale for measuring quality of practical class, consisting of 19 items (3 dimensions: educational environment, educational process, and educationalperformance), has been developed. The implications of the result are discussed, and ideas for future work are also suggested.핵심용어(Keywords): 실습교육품질평가(scale for measuring quality of practical class), 척도개발(scale development), 교육환경(educational environment), 교육과정(educational process), 교육성과(educational performance)

The effectiveness of loyalty programs is often gauged only by the level of repeated patronage but repeated purchases do not necessarily indicate "trueloyalty". The objectives of this study are to distinguish between truly loyal customers and those who merely appear to be loyal by cross-classification of behavioral loyalty as well as attitudinal loyalty and to examine the antecedents and consequences of different types of loyalty. 262 valid cases from Family Restaurant customers were classified into 4 segments; 'True Loyal'(88 cases), 'Latent Loyal'(37 cases), 'Spurious Loyal'(46 cases) and 'Low Loyal'(91 cases). Then in order to determine the differences of antecedents (satisfaction and switching cost) and consequences (word of mouth and cooperation) among 4 loyalty segments, ANOVA with post-hoc Scheffe test was conducted. The result indicates that 'True Loyal' with high levels of both behavioral and attitudinal loyalty were significantly different from the others in terms of satisfaction, switching cost, word of mouth and cooperation. Moreover it is remarkable that 'Spurious Loyal' was significantly negative than 'Latent Loyal' in terms of satisfaction, word of mouth and cooperation.핵심용어(keywords):행동적 충성도(behavioral loyalty), 태도적 충성도(attitudinal loyalty), 고객세분화(customer specification), 패밀리 레스토랑(family restaurant).

College students have emerged asone of the most powerful markets for restaurant industry. Many foreign-based franchise & chain restaurants have expanded their business by opening several outlets in Korea. Thepurpose of this study is to analyze market position of each five national cuisine (Korean, Japanese, Chinese, French and Italian). Based on the result of the previous study on positioning with the multi-dimensional scaling method, this study was conducted to analyze and reveal its market position resulted by perception of college students on Korean cuisine compared to other national cuisines. Also, five different food choices were extracted from literature reviews of food selection (e.g. taste, color, variety on menu selections, price and nutritional facts). In results of frequency analysis, Kimchi of Korea, Sashimi of Japan, Dimsum of China, Escargot of France and Pizza of Italy were the most preferred food item among each nation's cuisine. Also, positioning analysis possibly provide useful implementations to outlet managers in charge of different cuisine restaurants. Korean cuisine was positioned as the strongest in 'taste and nutrition' section. 'Color' was the main selection factor for Japanese and French cuisine and Chinese cuisine was the 'price'. In conclusion, some implications regarding food positioning are discussed. 핵심용어(Keywords): 대학생의 음식선택(College students' food perception/selection), 포지셔닝 분석(positioning analysis).

This study was conducted to conceptualize 'sommelier' and to derive standardized evaluation system of 'Sommelier Certificate Program' by utilizing Delphi technique. For this study, a panel discussion was conducted among sommelier diploma and wine specialist certificate possessed professors at hospitality universities in Korea who currently work in hotels or wine related business. Also, Kendall's W analysis has been used. In this study, 5 different definitions of sommelier, 6 kinds of qualifications for the certified exam, 4 levels of certificate program, 14 subjects for the exam, 7 qualities of being a sommelier, and 4 frequencies of exam have been derived.핵심용어(Key words): 소믈리에 자격증 시스템(Certified Sommelier System), 델파이 기법(Delphi Method), 켄달(Kendall)

By surveying restaurant employees at super deluxe hotels in Seoul, this study has investigated the current status of house wine management and the relationship between characteristics of house wine management (including beverage revenue level, total number of wines and house wines, percentage of people who select house wines over others and the reasons why house wines are selected, the replacement period of house wines, the origin of house wines and the reasons of choosing the specific origins) and respondents' demographic ones. The analysis revealed that statistically significant differences were partly shown in the relationship. The implications of the results and suggestions of future research topics are discussed in this study.핵심용어(Keywords): 와인공급자(wine suppliers), 하우스와인 선정(selecting house wines), 하우스와인 교체주기(replacement period of house wines), 하우스와인 수입국가(origins of imported wines).

The purpose of this study was to find out the effect of customers' cognitive and emotional responses to restaurant service encounter on formation of service loyalty. The Q&A survey was conducted among 812 customers (aged 15 years older) who had dined at restaurants in Seoul, from the period of October 24, 2005 to November 6, 2005. The main results of this study were as follows : 1) Customer satisfaction did not directly affect service loyalty. 2) Emotional responses directly affected service loyalty, not through customer satisfaction. 3) Significant differences were shown in composition concepts of path diagram by types of restaurants. In family restaurants, positive responses had plus effects on customer satisfaction and service loyalty. In fast food restaurants, negative responses had minuseffects on customer satisfaction and service loyalty.핵심용어(Keywords):서비스 인카운터(service encounter), 인지적 반응(cognitive response), 감정적 반응(emotional response), 고객 만족(customer satisfaction), 서비스 충성도(service loyalty).

This paper aims to go beyond the traditional evaluation of productivity and utilize the Data Envelopment Analysis (DEA) model for productivity, which is more suitable for the examination of dining franchise brands and their franchisees. The result of applying DEA revealed relatively efficient brands and franchisees. This provides a vital viewpoint for new corporate strategy as well as industry strategy. Furthermore, through the differences between the traditional productivity models and the DEA model, it was possible to verify the superiority of the new evaluation matrix. The results from the analysis of evidence from this study are as follows: 1) Highly productive brands were identified by using the DEA. The most productive brand was A. The absolute revenue and net profit of brand A were relatively low compared to other brands but the DEA revealed that brand A's productivity was significantly higher than the other brands. 2) A difference exists between the results from previous methods of productivity evaluation and the results from DEA. The franchise with the highest revenue was not ranked as #1in terms of efficiency nor was the franchise with the highest net profit. 3) It was discovered that the DEA was highly effective, with respect to efficiency, when being applied to analyze franchise restaurant industry.핵심용어(Keywords) : 외식업(Restaurant business), 자료포락분석(DEA : Data Envelopment Analysis), 프랜차이즈(Franchise), 효율성(Effectiveness).

The study investigates how customers' perceived justice in recovery (outcome, procedure, and interaction) after service failure severity affects: satisfactions (service encounter satisfaction, overall firm satisfaction) and behavioral intentions.

Hotel corporations have various paths to obtain competitive competence by utilizing IT and online marketing activities. As the competition among hotels becomesserious, they wish to be better positionedby obtaining differentiated intellectual capital. In this point of view, the knowledge management becomes the critical objective in long-term development of corporation competence. The purpose of this study was to analyze the impact of utilizing online marketingon the knowledge & information sharing. To fulfill the purpose of this study, a questionnaire was prepared and total 66 hotels wereselected to participate. This study revealed that internal and external market orientations of online marketing and knowledge sharing havepositive relationship. Also, knowledge sharing through both internal and external online marketing has positive relationship with group decision making.핵심용어(Keywords): IT기술(IT Technology), 마케팅활동(Marketing activities), 시장지향성(market intention), 지식경영(Knowledge management), 부서간 협력(departmental corporation).

The purpose of the study was to investigate the relationship among food consumption- related service quality dimensions, perceived value, satisfaction, and future behavioral intentions. To support the study, a case was conducted on tourists who indicated that consumption of two most popular cuisine of Chuncheon City, Gangwon Do: Chicken Spare Rib and Mak Guksu, which are the major eatery attraction in the city. The results revealed that not all food consumption-related service quality dimensions influenced perceived value and satisfaction. Perceived value influenced satisfaction positively. Finally both perceived value and satisfaction influenced tourists' future behavioral intentions positively. Theoretical and practical implications were discussed based on these results.핵심용어(key words): 음식소비 관련 서비스 질(food consumption-related service quality), 지각된 가치(perceived values), 만족(satisfaction), 향후 행동 의도(future behavioral intention)

The purpose of this study is to examine the effect of person-environment fit such as person-organization (P-O), person-group (P-G), and person-job (P-J) fit on job satisfaction and organizational commitment in F&B outlets at five star hotels. For these purposes, the author developed several hypotheses and collected data from 232 employees of hotel restaurant site. The data were analyzed with SPSS/PC+ and LISREL 8.5W. The results are as follows: 1) P-O fit have an effect on job satisfaction. 2) P-G fit have an effect on organizational commitment. 3) job satisfaction have an effect on organizational commitment. At the end of this paper, managerial implications, limitations, and future research directions are suggested.핵심용어(Keywords): 개인-환경 적합(person-environment fit), 직무만족(job satisfaction), 조직몰입(organizational commitment).

The purpose of this study is to understand the decision making patterns of honeymoon destination choices and the factors influencing the decision making patterns. The theoretical backgrounds of the research were family decision making model and the concept of conflict. Total 100 couples who are expected to get married were sampled. The results showed that 53% couples chose a destination together and wife-dominant decisions were found in 29% of total couples. The discriminantalanalysis showed that the most important factors for disseminating decision making patters were 'bride's willingness to yield,' 'interpersonal needs,' 'perceived influence of bridegroom, himself,' 'his perception toward his partner's relative influence,' and 'wife self-actualization.' The study also revealed that the couples liked to use non-coercive conflict resolution strategies rather than coercive strategies.핵심용어(Keywords): 신혼부부(Newlyweds), 관광지 선택 의사결정(Decision making on honeymoon destination), 가족의사결정(Family decision making), 갈등(trouble).

The purpose of this paper is to conceptualize, develop and validate independent variables that result in consumers' satisfaction, preference and loyalty for the tourism online channel. I examine antecedents of consumers' satisfaction, preference and loyalty toward e-commerce channel, utilizing Transaction Cost Analysis (TCA) as the lens to examine online consumers' satisfaction,preferenceand channel loyalty. The study found that TCA components - asset specificity, uncertainty and frequency -are important in forming consumers' attitude and satisfaction with online channel. Only uncertainty is formed to be significant determinant of channel preference in TCA components. The results of the survey on 220 consumers revealed that asset specificity, uncertainty and frequency are key determinants of consumers' loyalty assessed by their satisfaction with the EC channel. Lastly, applications and related limitations are discussed.

From the viewpoint of social responsibility, corporate contributions to the society should be increased. This study intends to find out the relationship between contribution ratio (contributions/sales) and corporate financial & non-financial factors in our domestic hotelindustry. The analysis of this study shows that hotel rating and location did not affectcontribution ratio. However, hotel management style exerted an influence to contribution ratio, and so the contribution ratios of the independently operated hotels were higher than those chain hotels. Financial factors such as debt to equity ratio, interest coverage ratio, current ratio, operating cash flow, profit margin ratio, growth rate of sales, advertisement expenses ratio, employee benefits ratio and entertainment expenses ratio were analyzed to find out whether to influence contribution ratio. Among them, equity ratio and interest coverage ratio were operating as vital factors to contribution ratio.핵심용어(Keywords) : 관광호텔(Leisure Hotel), 기부금 지출수준(Corporate contribution level), 기부금비율(Contribution ratio), 비재무적 특성(non-financial characteristics), 재무적 특성(financial characteristics)

This article formulates and analyzes economic evaluation model for foundation investment on food service business by utilizing fuzzy set theory. In this paper, we initially consideredthe elementary concepts, in the mathematics of finance, present value and future value. In all case, the cash amounts, interest rates and a number of compounding may all be fuzzy. We also applied both triangular and trapezoidal shaped fuzzy numbers. Two commonly used model of comparing mutually exclusive investment projects are net present value(NPV) and the internal rate of return(IRR). In the method, one finds the present value of all future net returns discounted at the appropriate discounted rate, excluding any initial cash outlays. If we had the number of investment proposals with consideration of cash flow, one would rank these proposals from the highest to thelowest and would choose investment in the same order until the investment capital cost becomes exhausted. In the method, it is not applicable to ranking investment alternatives when a cash flow has multiple internal rates of return. Assuming all projects have uniqueness, those projects are ranked from the highest to the lowest according to their value. The results in this paper indicate a successful application of fuzzy set techniques to economical evaluation of food service industryproject.핵심용어(Keywords): 외식산업 창업투자9foundation investment on food service business), 투자타당성 평가(evaluation on investment validity), 퍼지 IRR(fuzzy IRR), 퍼지 NPV(fuzzy NPV).