Journal of Tourism Sciences 2022 KCI Impact Factor : 2.88

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pISSN : 1226-0533 / eISSN : 2713-6388
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2012, Vol.36, No.8

  • 1.

    A Study on the Development of a Service Personalization Scale for Hotel Enterprises

    CHOO SEUNG WOO | 2012, 36(8) | pp.11~24 | number of Cited : 1
    Abstract PDF
    This study aims to develop a service personalization scale for hotel enterprises and to examine the construct dimensions of concept for service personalization. In this aim, the first step is theoretical research to identify the concept of service personalization and differences with a customization and develop the measurement items pool. The second step entails the item purification and to test face validity via focus group interviews. The third step tests validity, reliability of measurement items and examine the construct dimensions of service personalization. Exploratory factor analysis, cronbach's alpha values, correlation analysis and confirmatory factor analysis were then completed. The results derive the following four main factors: responsiveness, intimacy, empathy and personal interests. The research conceptualizes the service personalization between customers and employees in the hotel industry and from this derives a service personalization scale based on the previous empirical studies; the outcome of which is intended to provide a basis for future studies on customer-employee emotional relationships.
  • 2.

    Hotel Employees' Knowledge Sharing Behavior and Service Innovative Behavior: A Modified and Extended Triandis Model

    Kim Taegoo , Lee Gyehee | 2012, 36(8) | pp.25~49 | number of Cited : 41
    The objective of this study is to investigate a model based on a modified and exteded version of the Triandis model. This explored the structural relationships among knowledge sharing enablers, processes (knowledge collecting and donating), and outcome (service innovative behavior) in hotels. Data were derived from 418 respondents working at 10 five-star hotels in Busan. The results indicate that most of the enablers were found to be significant. New enablers, enjoyment in helping others and knowledge self-efficacy, which we then added to the Triandis model were also found to be significant. The paths from knowledge collecting and donating to employee service innovative behavior were also found to be significant; specifically, the positive relationship between knowledge collecting and employee service innovative behavior was stronger than that of the relationship between knowledge donating and employee service innovative behavior. Finally, findings and practical implications were discussed and limitations of the study and future research directions were suggested.
  • 3.

    Compatibility Evaluation of Deluxe Hotel Websites in South Korea

    Jungeun Kim , BYEONG CHEOL LEE | 2012, 36(8) | pp.51~69 | number of Cited : 5
    The purpose of this study is to evaluate the web compatibility of deluxe hotels in South Korea. An internet interface evaluator, Sort Site, was utilized to investigate compatibility of the 137 deluxe hotel web pages as designated by the Korea Hotel Association. The results of this study reveal that only 10 web pages of 137 deluxe hotels in Korea were compatible with all seven web browsers - Internet Explorer (Version 6.0, 7.0, 8.0. 9.0), Fire Fox (Version 2.0, 3.0, 3.6), Safari (Version 5.0), Opera(Version 11.0), Chrome (Version 10.0), iPhone (Version 4.0) and Android (Version 3.0), while the remaining 127 hotel web pages had problems in web compatibility. The results indicate that 93% of the hotel webpages viewed using Internet Expolorer worked appropriately without critical issues while only 33 webpages in the Firefox or Google Chrome worked at the same level. In terms of smart phone's compatibility, about half (75 pages, 55%) of the hotel pages were compatible with iPhone whereas the Android system worked in 100% of the pages. Suggestions and implications for enhancing compatibility for deluxe hotel web pages were proposed based on the results.
  • 4.

    The Antecedents of Team Cohesiveness in Hotel Team Organizations: A Study on Servant Leadership, Leader Trust, and Team Trust.

    Dong-Woo Koo , Chung, Kyungil , Eu Yoon sun | 2012, 36(8) | pp.71~97 | number of Cited : 20
    Servant leadership is a future oriented leadership paradigm. The purpose of this study was to examine team leader's servant leadership (SL), team members' leader trust(LT), and team trust (TT) as the antecedents of team cohesiveness (TC) in hotel team organizations. A total of 229 valid samples from team members working at each three local and franchise hotel were used for the research. The results of exploratory factor analysis (EFA) yielded five dimensions of hotel team leader's SL(i.e. altruistic calling, emotional healing, wisdom, persuasive mapping, and stewardship). SL, latent exogenous variable on this study, was assessed by such five SL dimensions. Confirmatory factor analysis (CFA) was then conducted with SL, LT, TT, and TC to examine the measurement model before estimating hypothetical model. The findings with SEM are as follow: (1) The positive effects of SL on LT were significant; (2) SL and LT influenced significantly to increase TT; and (3) SL and TT were the antecedents of TC, while LT did not have a significant effect on TC, despite the bivariate correlation coefficient between LT and TC were significant. Implications, limitations and future research directions were also discussed from these results.
  • 5.

    A Study on Travel Accommodation Service Attributes Influencing Customers' Satisfaction and Behavioral Intention: A Focus on Tourists' Accommodation and Serviced Residence

    Yoon Yooshik , Yoo-Yekyoung | 2012, 36(8) | pp.99~116 | number of Cited : 8
    The purpose of this study is to investigate travel accommodation service attributes influencing customers' satisfaction and behavioral intention. Additionally, this study explored the analytical results of five different accommodation facility types in terms of respondents' perceptions and attitude of service attributes, satisfaction, and their behavior intention. Extending from the literature review, a survey questionnaire was developed and administered on-site at various accommodation facilities throughout the South Korea. A total 2,077 useful samples were analyzed using SPSS. The statistical results from series multiple regression analyses showed that for all accommodation types, with the exception of serviced residences, customers satisfaction with physical facilities was the most important factor. The result also conclude that in the case of serviced residences, customer service had the greatest influence of satisfaction and behavioral intention. These findings highlight the importance of improvement of services as a competitive strategy.
  • 6.

    A Study of Revenue Management Practices in Hotel Restaurants

    Koo, Wonil , Chong,Yu-kyeong , Ahn, Yoon-young | 2012, 36(8) | pp.117~137 | number of Cited : 6
    The purpose of this study is to further identify Revenue Management practices conducted by hotel restaurants. In order to fulfill the purpose, financial data, including Revenue per available seat (RevPas) figures individual hotel restaurants were obtained and correlation and regression analysis between RevPAS and its components was performed. Correlation analysis outputs demonstrate that indicators related to RevPAS are highly correlated to total revenue, the number of customers, the average customer transaction, seat turnover and the number of seats. Regression analysis results identified that average customer transaction, turnover of seat and F&B revenue to be the most influential indicators for restaurant performance. This study can contribute to understanding the present circumstances and recognizing the importance of revenue management in hotel restaurants which has become increasingly competitive. The outcome of this study is intended to assist hotel restaurant managers adopt appropriate revenue management practices but also to identify opportunities for consistent revenue growth.
  • 7.

    The Perception of Relational Benefits and Relationship Quality of Family Restaurant Customers: Focused on Relationship Tendency

    Kim, Hyunjung | 2012, 36(8) | pp.139~159 | number of Cited : 23
    The purposes of the study were (1) to identify if relational benefits had positive influences on relationship quality (satisfaction and commitment), (2) to examine if there were significant differences of relational benefits and relationship quality in terms of relationship frequency and relationship duration, and (3) to investigate interaction effects of relationship frequency on the relationships between relationship duration and relational benefits/relationship quality. The results showed that satisfaction was positively influenced by relational benefits, while commitment was affected by all types of relational benefits. In addition, there were significant differences of relational benefits and relationship qualities in terms of relationship frequency. However, there were no significant differences of relationship benefits and relationship qualities in terms of relationship duration. Additionally, there were no interaction effects of relationship frequency and relationship duration to evaluate relationship qualities. Managerial implications were discussed.
  • 8.

    A Study on Restaurant Blog Users' Behavior, Satisfaction and Motivation: A Focus on College Students in Seoul and Gyeonggi Province

    JO MI NA | 2012, 36(8) | pp.161~184 | number of Cited : 9
    The purposes of this study were to evaluate the behaviors of restaurant blog users and to identify consumers' motivations for visiting blogs, and to identify segments of 20s according to usage motivation as well as to examine blog satisfaction of each blog usage motivation segment. A total of 242 samples were selected from people in their 20s-a high-blog usage demographic segment. The results of a factor analysis identified three consumers' motivation dimensions of visiting blogs: recreation and fellowship motivation; relaxation and escapism motivation; and learning and information motivation. Factor analysis further identified two blog usage satisfaction dimensions: satisfaction from learning and information; and satisfaction from relaxation and escapism. Consumers in their 20s were classified into following three segments by their blog usage motivation characteristics: pursuing recreation and fellowship; pursuing learning and information; and indifferent; There was a significant difference in blog satisfaction according to usage motivation. Further discussion pertaining to limitations and suggestions for future research are enclosed within.
  • 9.

    Investigating the Tangible and Intangible Cues Influencing Baby Boomer Perception of Well-being Food and Perceived Firm Innovativeness in the Luxury Restaurant Industry: The Moderating Role of Hedonism

    LEE HWANEUI , Kim, In-sin , HYUN SUNGHYUP | 2012, 36(8) | pp.185~205 | number of Cited : 11
    The purpose of this research is to (1) investigate the tangible and intangible cues influencing baby boomer perception of well-being food and perceived firm innovativeness, and (2) to examine the moderating role of hedonism. A literature review identified the theoretical relationships among tangible and intangible cues, the perception of well-being food, and perceived firm innovativeness. The proposed hypotheses were tested using the empirical data collected from 182 baby boomers who reported having recently visited a luxury restaurant. According to the data analysis results, it was revealed that food quality, decor and artifacts, employees' attractiveness all have critical impact on patrons' overall perception of well-being. And, in addition, the the effects of service quality and ambient conditions exerted a significant towards the perception of well-being. Moreover, there was a statistically significant link between hedonism’s moderating role towards perceptions of what constitutes a well-being. Based on the findings, managerial implications were discussed.
  • 10.

    A Study on the Effects of Role Conflict and Role Ambiguity on Organizational Commitment and Career Development Attitude in the A-Airline Catering Employee: Mediation Role of Job Insecurity

    Cho, Young-Shin , Jonglyul Choi , Yang Jung Mi | 2012, 36(8) | pp.207~229 | number of Cited : 11
    The purpose of this study is to conduct a theoretical analysis and empirical verification correlation between A-airline catering employee's role conflict and role ambiguity, job insecurity, organizational commitment and attitude towards career development. The results are as follows: Firstly, A-Airline catering employee's role conflict have a positive impact on job insecurity were deemed to be statistically insignificant while role ambiguity positive impact on job insecurity turned out to be statistically significant; Secondly, A-Airline catering employee's job insecurity negative impact on organizational commitment turned out to be statistically significant. A-Airline catering employee's job insecurity positive impact on career development attitude turned out to be statistically insignificant; and Lastly, organizational commitment positive impact on career development attitude were statistically significant. Based on the results of the studies. this study present important strategy for Airline catering employee's human resource administration data. Further discussion on implications or the study and its limitations and suggestion for future research are enclosed.
  • 11.

    The Impact of Household Income on the Coffee and Tea Drinking Expenditure: A Study Focused on Employment Type and Income Bracket

    Kim, Sang Hyuck | 2012, 36(8) | pp.231~247 | number of Cited : 8
    The purpose of this study is to examine the income elasticity of coffee and tea drinking expenditure using time series data from 1990 to 2011 with ordinary least square (OLS) regression model. Real gross national income (GNI) and real coffee and tea drinking expenditure data were gathered from 1990 to 2011. The results of this study show the income elasticity of coffee and tea drinking expenditure was 0.509 indicating that coffee and tea are considered necessities. The results of the income elasticity of the coffee and tea drinking expenditure by employment type and income bracket show that only employment type demonstrated influence on the coffee and tea drinking expenditure. More specifically, coffee and tea drinking expenditure of non- employee household members was influenced by the household income change. However, employee household members were not influenced by the household income change. In addition, the result of impulse response function indicates that the coffee and tea drinking expenditure responds positively to major changes in household income which then take around nine months to recover.
  • 12.

    The Relationship among Brand Experience, Brand Attachment and Brand Loyalty in Coffee Shop

    Yeong Gug Kim , Nam Jang Hyeon | 2012, 36(8) | pp.249~267 | number of Cited : 55
    This study was to identify the relationship among brand experience, brand attachment, and brand loyalty in coffee shop. The reason why the brand experience, brand attachment and brand loyalty constructs, are used as research questions is that they are fundamental elements that marketers use to design and communicate brand and communications strategies for both themselves and their customers. In particular, this study focused on showing the role of brand experiences including sensory experience, emotional experience, and intellectual experience which have a significant effect on brand attachment and brand loyalty. To achieve the objectives of this study, data collection is through a personally administered questionnaire, and a total of 250 questionnaires were collected from customers who frequently visited coffee shops. Excluding missing data, 193 usable data were analyzed. As the result, sensory experience and emotional experience have a significant effect on brand attachment and brand loyalty. Implications, limitations and future research directions of the study were also discussed.
  • 13.

    A Comparative Study of Kimchi Supplying and its Serving Condition at Restaurants is South Korea Tourism Provinces

    정은희 , Kim, Hee Eun , 류정표 and 1 other persons | 2012, 36(8) | pp.269~295 | number of Cited : 0
    This study was designed to investigate the supply and serving conditions of Kimchi in the Korean restaurants located in Seoul, Kyeonggi, Daejeon, Kyeongju, Busan, and Jeju island in South Korea. The selection of the above cities or districts was based of the proportion of foreign residents residing in these locations and / or tourist visitation. More than half of all restaurants reported to serve self-made / homemade Kimchi. Also identified is that as a result of supply difficulties of Kimchi materials happened frequently in Korea, amongst other considerations, that a certain minority purchase commercial Kimchi from manufacturers. Kimchi was accounted for nearly 40 percent of total number of side dishes and served mainly to guest as Chinese cabbage Kimchi at restaurants. Although foreign customers have increased considerably over the last decade in these location, Kimchi as a specialized or localized item was not seen served at the restaurants surveyed. According to interviews, most managers did not consider customer’s preference and did not indicate a willingness to make or serve a modified version of kimchi which would potentially be better liked by certain non-Korean visitors to Korean restaurants.
  • 14.

    Development of Multiple-Item Scale for Measuring Customer Satisfaction of University Foodservice

    Hak-Seon Kim , Jihyun Yoon | 2012, 36(8) | pp.297~315 | number of Cited : 14
    University foodservice plays a fundamental role in students satisfaction of campus life and their educational experience as a whole. This priority is offset by a growing number of operational challenges including the management of cost structors and labor relations affecting the campus foodservice industry and its competitive environment. Given this, maintaining existing customers and securing potential customers remains a critical task for university food service providers; and as such the purpose of this study was to develop a multiple-item scale for measuring customers’ satisfaction with university foodservice. A Structured questionnaire was administered to a sample of 810 customers at four college food services in Seoul, South Korea. Three considerations, titled ‘food,’ ‘sanitation,’ and ‘service and amenity,’ were identified by exploratory factor analysis (EFA). Empirically, these 14 items and three dimensions of college students’ satisfaction with foodservice operation also were supported by the confirmatory factor analysis (CFA). This result suggests that this scale would be suitably used to evaluate customer satisfaction with university foodservice.
  • 15.

    A Study on the Effect of Website Quality of Online Travel Agency on Travelers' Purchasing Behavior: Focusing on the Moderating Effect of Security Awareness

    Cho, Yong-hyun , 남효석 | 2012, 36(8) | pp.317~337 | number of Cited : 23
    The purpose of this study was to examine the quality factor of online travel agency websites and the effect of website quality of online travel agency on travelers' purchasing behavior. Furthermore, this study empirically investigated high or low depending on the travelers' security awareness. The findings of the study were as follows: First, essence factor of information quality had a significant impact on travelers' decision making and purchasing behavior; Second, accuracy and convenience factor of service quality had a significant impacted on travelers' decision making and purchasing behavior; and Third, Traveler's decision making affected purchasing behavior. The results also revealed high or low depending on the online travel agency on travelers' security awareness. The study's findings suggest that the purchasing behavior of higher security awareness travelers was not easy to determine even if they had in fact made a purchase decision. In other words, online travel agencies must continue to focus on maintaining and enhancing their website security to enhance opportunity for increased user traffic, purchase transactions, and enhanced customer loyalty.