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2007, Vol.31, No.5

  • 1.

    Employees’ Personality, Cohesiveness, and Performance in Family Restaurants

    Yu, Hee Kyung | 박선숙 | 박행묵 and 1other persons | 2007, 31(5) | pp.9~28 | number of Cited : 38
    Abstract
    The challenge of finding factors that could increase organizational performance has long been a hurdle for human resources as well as for managerial accounting professionals. The purpose of this study is to examine relations between employees’ personality traits and organizational cohesiveness and performance in Family Restaurants. Especially, we investigate the importance of employees’ personality traits for organizational performance. Big Five personality dimensions (extraversion, agreeableness, conscientiousness, emotional stability and receptiveness to experience), self-control ability and feeling were used as variables for personality traits. Three non-financial measures of balanced scorecard such as customer, internal process and learning & growth perspective were used as variables for organizational performance.. The analyses showed that extraversion, agreeableness and emotional stability of personal traits exerted a significant influence to organizational cohesiveness and performance. Especially, the extraversion was the most important personal trait. Therefore, more appropriate employment management and training should be coordinated in relation with employees’ personality traits to improve organizational performance.핵심용어(Key words):종업원 성격(Employees’ Personality), 응집성(Cohesiveness), 성과(Performance), 균형성과표(Balanced Scorecard)
  • 2.

    A Research on Kids-Playground Facility in a Restaurant and Restaurant Choice Attributes

    Chong,Yu-kyeong | 박상복 | 허경숙 | 2007, 31(5) | pp.29~50 | number of Cited : 13
    Abstract
    This study was designed to find out how customers perceived the idea of the kids-playground in a restaurant which has increased the role in making decision on which restaurant to choose. An attempt to provide an empirical resource that marketing activities for kids has pivotal effect on parents deciding which place to go eat, family gathering occasions were considered in this study. To accomplish such purposes, the current customers and potential customers were participated in a survey to express how they perceived the importance of play-ground facilities in a particular restaurant and their involvement of the facilities. Based on the results of those perceptions, this study investigates how the perception influenced when the customers choose a restaurant. The results showed that perceived importance of the attributes in kids’ play facilities were different according to how they considered those facilities especially, kid’s play facilities’ safety and their entertainment. The importance of the attributes of kid’s playground facilities and the customers involvement of kid’s play facilities were significantly influenced in choosing a restaurant. This implies that marketers should plan activities to attract kids 핵심용어(Key words):키즈마케팅(Kids marketing), 어린이 놀이시설(Kids-playground facility), 관여도(Involvement), 레스토랑 선택속성(Restaurant choice attribute)
  • 3.

    Effect of Perceived Customer Value on Satisfaction & Service Loyalty in Casual Dining Restaurants

    Sanggun Lee | Yoon Yooshik | 2007, 31(5) | pp.51~73 | number of Cited : 37
    Abstract
    The purpose of this study is to examine what consists in the perceived customer value of food service industry. From the literature review, the customer value measurement tool of food service industry has been developed. In addition, an empirical study has been conducted to identify the relationships between perceived customer value with the satisfaction and service loyalty. Survey was conducted with 502 samples of casual dining restaurant customers from Seoul, Daejeon, and Daegu City.Factor analyses identified five internal dimensions of perceived customer value as personal service, restaurant function, empathy, menu, and price. Also multiple regression analyses showed that all the five factors of customer value are significantly related to satisfaction on food, service, comparison with other competitors, expectation, and price. And they are also significantly related to service loyalty; repurchase intent and recommendation. And implications of these results are examined.핵심용어(Key words):고객가치(Perceived customer value), 만족(Satisfaction), 서비스충성(Service loyalty), 패밀리레스토랑(Casual dining restaurants)
  • 4.

    The Determinants of the Potential Participants’ Attitude and their Participation Intention toward the Internship Program

    Chun, Byung-gil | Jeong Yoonjo | 정하윤 | 2007, 31(5) | pp.75~95 | number of Cited : 11
    Abstract
    The purpose of this research was to examine the construct known as psychological empowerment as it was perceived by service encounter employees in food and beverage departments of the super deluxe hotels in Seoul. The model was tested using SPSS 12.0 and LISREL 8.72 based on a sample of 204 surveys which showed a 92% usable response rate. Factor analysis revealed a three-dimensional factor structure(meaning, competence, influence) for psychological empowerment. The results of empirical analysis showed as follows. 1) Three dimension of psychological empowerment have a significant effect on the customer orientation except competence. 2) Three dimension of psychological empowerment have a significant effect on the job satisfaction. 3) Job satisfaction has a significant effect on the customer orientation.핵심용어(Key words):인턴쉽(Internship), 신념(Belief), 주관적 규범(Subjective norms), 태도(Attitude), 참가의사(Participation Intention)
  • 5.

    The Impact of Restaurant Service Quality on Perceived Value, Satisfaction, and Behavior Intention

    Junghak Lee | 2007, 31(5) | pp.97~118 | number of Cited : 137
    Abstract
    The purpose of this study was to confirm a three-dimensional model of service quality applying to restaurant with Brady and Cronin(2001)’s findings; “interaction quality” between restaurant employee and customer, “outcome quality” on food, and “physical environment quality” concerned with facility and environment in a restaurant.In order to analyze the proposed constructs, regression analyses were performed for this research. Results showed the influences of service quality dimensions(interaction quality, outcome quality and physical environment quality) on perceived value and satisfaction were positive. Such positive influence also affected behavior intention. In addition, analyses showed that a service quality management in restaurant makes customers revisit through customer’s perceived value and satisfaction. 핵심용어(Key words):레스토랑 서비스품질(Restaurant service quality), 지각된 가치(Perceived value), 만족(Satisfaction), 행동의도(Behavioral intention)
  • 6.

    The Impact of Perceived Age Discrimination on Job Satisfaction and Turnover Intention in the Hospitality Industry

    Lee, Eun-Soo | 2007, 31(5) | pp.119~136 | number of Cited : 10
    Abstract
    This paper identified age discrimination in the hospitality industry, especially in the workplace. It also examined the impact of perceived age discrimination on job satisfaction and turnover intention. Data were collected from the employees of three deluxe hotels in Seoul from November 12th to 15th, 2006, and finally 232 questionnaires were analyzed. Two dimensions of perceived age discrimination were identified as follows; discrimination in human resource management and discrimination in human relations. The significant difference was found in perceived age discrimination by gender, job(department) and position level. The result revealed that the workers who had experienced the age discrimination in the workplace indicated lower satisfaction in his or her job itself, also with the supervisor and co-workers and in promotion and pay. The result also proved that perceived age discrimination in human resource management positively affected on turnover intention. 핵심용어(Key words):연령차별(Age discrimination), 직무만족(Job Satisfaction), 이직의도(Turnover intention)
  • 7.

    Effects of Social Influence, Task-technology Fit and Personal Innovativeness in Information Technology on Acceptance Behavior of Hotel Information Systems

    Kim Taegoo | Moon-Soo Cho | 2007, 31(5) | pp.137~156 | number of Cited : 32
    Abstract
    This paper investigated hotel employees’ perceptions and their acceptance to hotel information systems (HISs). Using a technology acceptance model (TAM) as a theoretical background, the social influence, task-technology fit (TTF), and personal innovativeness in information technology (PIIT) on HIS users’ normal daily routine usage are further explored. Structural equation modeling (SEM) technique was employed to investigate the strength of the hypothesized relationships among the constructs of social influence, TTF, PIIT, perceived ease of use, perceived usefulness, and behavioral intention to use. Results provided empirical support for an extended TAM and confirmed its robustness in predicting users’ behavioral intention to use HISs. Additionally, the paper presented a progressive theory and a practical contribution to increase the acceptance in order to provide useful suggestions for hotel managers and HIS practitioners.핵심용어(Key words):호텔정보시스템(Hotel information system), 사회적 영향(Social influence), 과업-기술 적합성(Task-technology fit), IT에 대한 개인 혁신성(Personal innovativeness in IT), 기술수용모형(Technology acceptance model)
  • 8.

    Consensus Map of Hotel Brand Equity

    김철원 | 김연선 | 2007, 31(5) | pp.157~179 | number of Cited : 16
    Abstract
    This study is to draw a consensus map by exploring in-depth thoughts and behaviors toward components of hotel’s brand equity. The study conducted unstructured interviews with hotel managers using Zaltman Metaphor Elicitation Technique (ZMET). ZMET, devised by Zaltman, Coulter, is used to collect and analyze relevant data. This analysis produced the construct of brand equity, and several possible evaluative questions were drawn by analyzing the questions based on each construct produced by ZMET. The results also showed that perceived quality, differentiation, awareness, and trust are the cause variables of hotel brand equity, and that dignity and loyalty are the result variables. In the last stage, a consensus map describing hotel managers’ knowledge was presented. This consensus map is practical in that it gives an understanding of the causes and results of people forming opinions about brand equity, and can be used to discern the marketing variables that are helpful in managing brand equity practically. It can also be used to get hotel managers’ understanding of a brand as well as to help customers make decisions on a specific brand.핵심용어(Key words):브랜드자산(Brand equity), 브랜드이미지(Brand image), 정신모형(Mental map), 공유개념도(Consensus map), Zaltman의 은유추출기법(ZMET)
  • 9.

    The Influence of Psychological Empowerment on Job Satisfaction and Customer Orientation: Focused on the F&B Dept’ of the Super Deluxe Hotels in Seoul

    Chae Sin Suk | 2007, 31(5) | pp.181~202 | number of Cited : 51
    Abstract
    The purpose of this research was to examine the construct known as psychological empowerment as it was perceived by service encounter employees in food and beverage departments of the super deluxe hotels in Seoul. The model was tested using SPSS 12.0 and LISREL 8.72 based on a sample of 204 surveys which showed a 92% usable response rate. Factor analysis revealed a three-dimensional factor structure(meaning, competence, influence) for psychological empowerment. The results of empirical analysis showed as follows. 1) Three dimension of psychological empowerment have a significant effect on the customer orientation except competence. 2) Three dimension of psychological empowerment have a significant effect on the job satisfaction. 3) Job satisfaction has a significant effect on the customer orientation.핵심용어(Key words):서비스접점(Service encounter), 직무만족(Job satisfaction), 심리적 임파워먼트(Psychological empowerment), 고객지향성(Customer orientation), 식음료부(Food & beverage department)
  • 10.

    The Effects of Exchange Factors and Relationship Factors on the Outsourcing Performance in the Hotel Industry

    Jung Hyung-Shik | Kim, Young Shim | 임봉혁 | 2007, 31(5) | pp.203~224 | number of Cited : 4
    Abstract
    The study investigated the effects of relationship marketing factors and the outsourcing usage level on outsourcing performance in the service industry of hotels. In particular, the study explored whether outsourcing performance was affected by the level of resistance among the organizational members. The analyses of the data showed the following results. First, the opportunistic behavior of the outsourcees had a negative effect on relationship quality and the outsourcing usage level in hotel industry. Second, communication positively affected the quality of the relationship, but not the outsourcing usage level. Third, the service quality also positively affected the quality of the relationship and the outsourcing usage level. Fourth, the personal relationship between the outsourcers and the outsourcees did not significantly affect the relationship quality or the outsourcing usage level. Fifth, the relationship quality between the outsourcers and the outsourcees did not significantly affect the outsourcing usage level, but it positively affected outsourcing performance. Sixth, the outsourcing usage level affected outsourcing performance, confirming the positive aspect of outsourcing. Lastly, the relationship quality and the organizational members’ resistance interactively affected the outsourcing performance in a negative direction.핵심용어(Key words):관계적요인(Relationship factor), 인간적 관계(Personal relationship), 서비스품질 (Service quality), 저항(Resistance), 아웃소싱 성과(Outsourcing performance)
  • 11.

    The Mutual Cause-Effect Relationships among Mileage Program, Selection Attributes, Overall Satisfaction and Brand Loyalty: Based on Beer Bars

    김연선 | 곽강희 | 소국섭 | 2007, 31(5) | pp.225~246 | number of Cited : 22
    Abstract
    The objective of this study is to examine the mutual cause-effect relationships among mileage program, selection attributes, overall satisfaction and brand loyalty in a beer bar. Based on literature review, the following hypotheses were proposed: H1. Selection attributes for beer bar will significantly influence overall satisfaction, H2. Overall satisfaction will significantly influence the brand loyalty, H3. Overall satisfaction plays as a mediating role between selection attributes and brand loyalty, H4. Overall satisfaction will be different by a reward method of mileage program, H5. Overall satisfaction will be different according to the number of times of rewarding. H6. Brand loyalty will be different depending on the perception of mileage program in a bar, H7. Brand loyalty will be different according to the performance of mileage program in a bar. As a result, effective mileage program was needed for beer bar. Futhermore, detailed information for suppliers to manage their own bars was implicated.핵심용어(Key words):선택속성(Selection attributes),마일리지 프로그램(Mileage program),전반적인 만족도(Overall satisfaction),브랜드 충성도(Brand loyalty).
  • 12.

    The Influence of Lohas Tendency of Dining-out consumers on Wellness and Ordering Behavior of Healthful Menu

    KWON YONG JU | 송흥규 | Jieun Kim | 2007, 31(5) | pp.247~270 | number of Cited : 50
    Abstract
    This study was conducted to introduce an advanced well-being trend called ‘LOHAS consumption trend’ from restaurant customers’ perspective regarding a local restaurant industry. The main purpose of the study is to prove whether ‘LOHAS consumption trend’ realistically affects a primary factor of purchase. The survey was conducted through 400 respondents who have experienced dining out before and 355 faithful responses out of 400 were selected for practical study. It is considered that the result of this study contributes to academic world from two extensive points of view. One is that this study was conducted without any previous studies on ‘LOHAs’, and was performed to arrange ‘the concept of healthy menu’ in the stream. Another one is that this research proved the influence of ‘LOHAs’ on the consumers’ propensity towards healthy dining out, healthy eating behavior and with the tendency of ordering healthy menu. As indicated for the future project, trends towards healthy menus are created by diverse customer’s preferences. Therefore, this study suggests to consider the diverse variables such as taste, price, atmosphere, eating habits, etc. relevant to the selection of healthy menu for the future study. Furthermore, this research mainly focuses on customer’s behavioral aspects by taking an approach based on Wilkie (1994)’s theory from Consumer Information Process (CIP), which limited theoretical frameworks of the study.핵심용어(Key words):로하스(LOHAS), 건강외식지향(건강외식중요도, 건강식생활)
  • 13.

    The Effect of Relational Benefits on Customer Satisfaction, and Customer Voluntary Performance in the Hotel Restaurant

    Byung-Ho Choi | Kim, Sung Hyuk | Lee, Yong-ki | 2007, 31(5) | pp.271~293 | number of Cited : 46
    Abstract
    This study examines the effect of relational benefits on customer satisfaction (with employees and restaurants), and customer voluntary performance (customer loyalty, cooperation, and participation) in the hotel restaurant context using LISREL 8.5 W. The results can be summarized as follows: first, the perception of psychological, special treatment, and social benefits are positively associated with employee satisfaction. Second, the perception of psychological and special treatment benefits are positively associated with restaurant satisfaction. Third, the customer satisfaction with employees is positively associated with the customer satisfaction with the restaurant. Finally, the customer satisfaction with employees and restaurants is positively associated with customer loyalty, cooperation, and participation. 핵심용어(Key words):관계효익(Relational benefits), 고객만족(customer satisfaction), 고객의 자발적 행동(customer voluntary performance), 호텔 레스토랑(hotel restaurant)
  • 14.

    A Difference of Inter-temporal Behavior in Choosing Types of Restaurants

    문혜선 | Lee, Hee Chan | 2007, 31(5) | pp.295~317 | number of Cited : 6
    Abstract
    The objective of this article is to compare two versions of inter-temporal choice behavior in selecting various types of restaurant in order to investigate the determinants inducing the behavioral difference. A multinomial logit(MNL) equation is applied to the data sources stemming from the 1999 and 2005 surveys. The equality of the MNL coefficients between the two versions is tested by means of the likelihood ratio test. The null hypothesis of no statistical difference in choice behavior is rejected. On the basis of the results from the test, the determinants influencing the differences in choice behavior between the two versions are scrutinized for a given type of restaurant. Inter-temporal choice probabilities for a given restaurant are also estimated using MNL model to determine whether there was a difference in patterns of choosing restaurant types between the two counterparts. 핵심용어(Key words):이 시점(inter-temporal), 외식업체유형(types of restaurants), 선택행동(choice behavior), 다항선택로짓모형(multinomial logit model), 우도비율검정(likelihood ratio test)
  • 15.

    Research on Development Concept of Korean Restaurant through Conjoint Analysis Focused on Breakfast Foodservice Market

    Kim, Kwang-Ji | Park KiYong | 2007, 31(5) | pp.319~336 | number of Cited : 35
    Abstract
    This study aims to develop concept of competitive korean restaurant which can react effectively in breakfast eating-out market which is growing as a new niche market as importance of health and breakfast recently rises under the influence of well-being. According to this study, importance of attributes was in order of menu(24.09%), price(22.02%). place(21.85%), size of restaurant(20.40%), and service(11.64%). Also, this study discovered that the new concept of korean restaurant(Jooks, 3,000 won, table service, residential street, 21~30 pyong) occupied a market share of 13.27%. According to the change in market share for each menu, market share was lowered in order of Jooks(-5.36%), Gookbobs(-4.45%), Jungsik(-3.48%). Such a result can be judged that same product eroded market share after being launched in pre-existing Jooks market.핵심용어(Key words):한식업소 컨셉(Concept of Korean restaurant), 아침외식산업시장(Breakfast foodservice market), 시장점유율(Market share), 컨조인트분석(Conjoint analysis)
  • 16.

    Comparing Relative Efficiency of Competing Family Restaurant Chains

    Yoon Ji-Hwan | CHOI KYUWAN | 2007, 31(5) | pp.337~353 | number of Cited : 7
    Abstract PDF
    This paper evaluates relative efficiency of two global family restaurants, by using DEA. While most of previous DEA literatures on restaurant industry studied efficiency of single restaurant chain. This paper tries to compare the relative efficiency between two competing restaurant chains having similar input-output structures. This also differs from the other works in that it adopts various methods of DEA and analyzes not only technical efficiency and pure technical efficiency, but also scale efficiency and input factor efficiency. These analyses lead to the finding that the two chains have differences in technical, pure technical and factor efficiencies but not scale efficiency. Results will be helpful in understanding the competition structures of the restaurant service industry where competition is getting intense.핵심용어(Key words):외식업(Restaurant business), 패밀리 레스토랑(Family restaurant), 자료포락분석(Data envelopment analysis), 효율성(Efficiency), 규모에 대한 보수(Return to scale)
  • 17.

    The Internal Growth Rate and Sustainable Growth Rate of Korean Hotel Company: Focused on Babcock Model and Higgins Model

    Kitae Kim | 2007, 31(5) | pp.355~374 | number of Cited : 4
    Abstract
    We analyze the internal growth rate and sustainable growth rate in Korean Hotel Corporation Through. Building on Babcock(1970) model and Higgins(1977) model, we use financial ratio data from 2000 to 2005 and employ paired-samples T test, Pearson correlation test and multi-variate regressions. As a result, we can get a negative sustainable growth rate based on Babcock model. The main factor of a negative sustainable growth rate is probably the low margin of profit on sales. And the main factor of the sustainable growth rate in Higgins model is unlikely to be a debt to equity ratio but a margin of profit on sales, a turnover ratio of sales to total capital and dividend payout ratio.핵심용어(Key words):호텔기업(Hotel corporation), 내부성장률(Internal growth rate),지속가능성장률(Sustainable growth rate), Babcock 모형(Babcock model),Higgins 모형(Higgins model)
  • 18.

    A Study on the Relationship between Emotional Leadership and Job Stress, Turnover Propensity

    구정대 | 2007, 31(5) | pp.375~392 | number of Cited : 60
    Abstract
    This empirical research examines the effects of emotional leadership on employee’s job stress and turnover propensity in the hotel company. The data were collected from employees in deluxe hotels of Busan with the questionnaires. To achieve the study objective, a total of 209 valid questionnaires are statistically analyzed, using frequency analysis, factor analysis, reliability analysis and multiple regression analysis.The results of analysis are as follows: first, the emotional leadership partly effects on employee’s job stress. Second, employee’s job stress was positively related to turnover propensity. Third, the emotional leadership had significant effects on employee’s turnover propensity. In conclusion, this study has provided sufficient evidences for future research to investigate the role of emotional leadership in the hotel industry.핵심용어(Key words):리더십(Leadership), 감성적 리더십(Emotional leadership), 직무스트레스(Job stress), 이직성향(Turnover propensity)
  • 19.

  • 20.

    A Study on the Influence of Incentive Travel on the Organizational Commitment and Job Performance

    유명희 | 2007, 31(5) | pp.419~436 | number of Cited : 59
    Abstract
    This study was based on the case analysis that the motivational concept of self and ability formed from incentive travel have affected the organizational commitment and job performance, because several companies have been holding incentive travel for their sales-persons and distributors as one of the means of profit seeking and social activities. In the result of the factor analysis and the regression analysis, it was found that all three factors of motivational concept of self(group efficacy, self efficacy and identification with the leader)and all three factors of ability (ability of job execution , consideration of value & moral principal , retention & manifestation of information & skill) formed from incentive travel have positive affects on organizational commitment and job performance, and all the other factors(emotive commitment, normative commitment).핵심용어(Key words):인센티브여행(Incentive travel), 능력(Ability), 동기부여적 자아개념(Motivational concept of self), 조직몰입(Organizational commitment), 직무성과(Job performance)
  • 21.

    A Study on the Influence of Local Festival Service Qualityon the Suitability of Festival and the Development of Region

    Changsoo Kim | KYOUNGHEE NOR | 2007, 31(5) | pp.437~459 | number of Cited : 70
    Abstract
    This study evaluates the service quality the Siheung Gaetgol Festival which was held recently. Then I analyzed the influence of the service quality of Festival on the suitability of festival and the development of the region. Based on the result, this research aims to measure the level of service quality of the current festival and to provide a strategy in managing the festival.As a result, the service quality of festival had positive influence on the suitability of festival and the development of the region, especially the factors of service quality had a significant influence. Therefore the programs need to be developed on the basis of the participants’ needs and suitability of the local community.핵심용어(Key words):지역축제(Local festival), 서비스품질(Service quality), 적합성(Fitness), 지역발전성과(Development of Region)