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2015, Vol.39, No.3

  • 1.

    The Relationship among Physical Environment, Internal Response and Job Satisfaction of Employees in the Korean Galbi Restaurants

    Kang, Yun-Sik | Sukbin Cha | 2015, 39(3) | pp.11~26 | number of Cited : 11
    Abstract
    The purpose of this research is to investigate the effect of physical environment on internal response, and job satisfaction of employees in Korean Galbi restaurants. The data collected from a survey of 229 restaurant employees in Seoul metropolitan area was analyzed. The factor analysis showed that there were four dimensions for physical environment(cleanliness, attractiveness, functionality, & convenience), two dimensions for internal response(stable response & cognitive response), & one dimension for job satisfaction. The findings of the study showed that cleanliness had a positive effect on stable response while attractiveness had a positive effect on stable and cognitive response. Functionality had a positive effect on cognitive response. Only cognitive response had a positive effect on job satisfaction. The study concludes with the implications of the study and future research.
  • 2.

    Structural Relationship of Hotel Employees Conflict, Turnover Intentionsand Perceived Organizational Support

    Kim, Ju-Yeon | Yeong Gug Kim | 2015, 39(3) | pp.27~42 | number of Cited : 6
    Abstract
    The purpose of this study is to investigate a role of a perceived organizational support between hotel employees conflict and turnover intentions. Therefore, it was hypothesized that a perceived organizational support has a significant effect on turnover intentions directly and work-family conflict and family-work conflict, which in turn affects on turnover intentions. In this survey, the data collected from a survey of 228 hotel employees was analyzed using a structural equation modeling. The study results showed that even though validity and reliability of the research model were ensured, there was no significant relationship between a perceived organizational support and work-family conflict and family-work conflict. Thus, a alternative model was suggested, and then a moderating role of a perceived organizational support was tested. As the findings, there was a moderating effect of a perceived organizational support between constructs (work-family conflict and family-work conflict and turnover intentions) across between highly-perceived group and low-perceived group.
  • 3.

    Satisfaction of Consumers Who Purchase Restaurant Product through Social Commerce: Focused on Consumer Innovativeness, Product Innovative Characteristics, Perceived Risk, and Discriminatory Experience

    Moon, Sun-Jin | Sunhee Seo | 2015, 39(3) | pp.43~58 | number of Cited : 16
    Abstract
    The main characteristic of social commerce is a significantly discounted price for a product or service. This may contribute to the satisfaction of social commerce users, but discriminatory treatment because a customer uses the discount can be a source of dissatisfaction. Perceived risk due to the uncertainty of social commerce may also inhibit satisfaction. The purpose of this study was to identify what influences satisfaction in consumers who purchase restaurant products through social commerce, including consumer innovation, product innovation, perceived risk, and discriminatory experience. A total of 384 respondents who shopped for restaurant deals using social commerce participated through online survey. Chinese tourists who visited Korea participated. Discrimination due to using discounts had the greatest influence on satisfaction among social commerce users. Also, as perceived risk declined, awareness of the innovations in products contributed to higher satisfaction in purchasing restaurant products through social commerce. The managerial implications are discussed.
  • 4.

    The Relationship among Recognized by Hotel Employee' EVP, Job Satisfaction, Oraganizational Commitment, Customer Orientation:Focused on Employee of Deluxe Hotel in Jeju

    Jang, Jeung-Hun | Moon-Soo Cho | 2015, 39(3) | pp.59~73 | number of Cited : 15
    Abstract
    This study aims to examine the relationship among employees' EVP, job satisfaction, organizational commitment, and customer orientation. It constructed a theoretical framework in order to conduct empirical research. It also provides the appropriate suggestions for effective hotel human resources management. The study used a self-administrated questionnaire survey as a main data collection and conducted from 1st of February 2014 16th February 2014. from employees in the 7 deluxe hotels (3 deluxe hotels in Jejusi, 4 deluxe hotels in Seogwiposi) in Jeju. 364 out of 400 questionnaires were utilized for data analysis. This study had drawn three main findings. First, EVP was significantly related to jab satisfaction, while it did not shown statistically significant relationship with organization commitment and customer orientation. Second, job satisfaction made the meaningful statistical influence of organization commitment. Third, both job satisfaction and organization commitment were significantly associated with customer orientation. These findings can be theoretically and practically useful for hotel study and hotel human resource management.
  • 5.

    The Effects of Hotel Employee's Efficacy of Image-Making on Job Satisfaction and Organizational Commitment: Focused on Five-Star Deluxe Hotel Employees in Gangwon Province

    Euiseon Jeong | 김선일 | Jeong, Soo-Ryun | 2015, 39(3) | pp.75~91 | number of Cited : 14
    Abstract
    Most of preceding researches were focused on the images acknowledged by hotel customers however, this research focused on the efficiency of image making from hotel employee's point of view who is the one providing the service. This research is to find out the efficiency of image making which can improve employees' satisfaction as well as organizational commitment by analyzing the relationships between internal and external efficiency of social image making acknowledged by hotel employee and job satisfaction as well as organizational commitment. The factor that influences job satisfaction of hotel employees is the efficiency of external image making while it is internal image making that has much influences on organizational commitment. Therefore, it is mandatorily required to conduct image making training to improve external self esteem and desirable internal image to increase organizational commitment of hotel employees. It is very important to establish the efficiency of image making and develop it for internally and externally well-balanced hotel employees and this requires lots of times and efforts. Hence, searching for solutions to improve job satisfaction in the short term and providing the environment to improve the efficiency of image making in the long term are required considering the characteristics of efficiency of image making.
  • 6.

    The Effect of Perceived Importance of Culture Marketing by Hotels and Restaurants on Healing Needs

    Kim, Byeong Yong | 2015, 39(3) | pp.93~107 | number of Cited : 3
    Abstract
    The present study attempted to investigate what needs for healing individuals have concretely, and how they significantly perceive of culture marketing in meeting their healing needs. Data were collected by using a convenience sampling method in three stations of Seoul, Yongsan, and Suwon. For a period of a month from February 1st, 2014, a total of 253 questionnaires were collected from customers familiar with the concepts of healing needs and culture marketing in the hotel and restaurant industry. A structural equation model was used to analyze data. The results revealed that healing needs, which consist of self-esteem, self-control, and self-efficacy, had significant impacts on culture marketing(variety of culture marketing and culture marketing strategy). Practical implications were suggested based on these results,
  • 7.

    The Impact of Online Review on Purchasing Behavior-A Case of Hotel & Resort

    Byun Hyo Jeong | Cho, Ji-Min | Lee, Byeong-Cheol | 2015, 39(3) | pp.109~124 | number of Cited : 7
    Abstract
    The purpose of this study is to examine the impact of online reviews on purchasing behavior(booking intention). This study hypothesized the valence of online reviews(positive and negative) about hotel&resort has significant effects on trust in information on official website and attitude toward hotel&resort which in turn, has influence on booking intention. This study used experimental design. To do this, online reviews was divided into two types: positive and negative review. The official website of hotel&resort and online reviews were manipulated. A total of 275 (positive: 149, negative: 126) was taken from university students who were randomly assigned to each type of online reviews. As results, being exposed to positive reviews resulted in the increase of trust in website information, but neither positive nor negative review did not increase attitude toward hotel&resort. The study also found significant impact of both trust in website information and attitude on booking intention.
  • 8.

    A Study on Franchise Korean Restaurant of User Behavior and Selective Attribution according to Lifestyles

    Yoo,Young-Jin | 2015, 39(3) | pp.125~141 | number of Cited : 17
    Abstract
    The purpose of this study is to identify differences of Korean restaurant customer’s demographic characteristics, user behavior and selective attribution by lifestyle type. The summary of this study is as follows: First, Hypothesis1 analysis of this research showed that there was a significant difference in demographic characteristics by lifestyle type. There was a significant difference in gender(p=.045<.05), marital status(p=.009<.01), education(p=.000<.001) and income(p=.037<.05). Second, Hypothesis2 analysis of this research showed that there was a significant difference in Korean food use behavior by lifestyle type. There was a significant difference in purpose of dining out(p=.014<.05), monthly averages number of dining out (p=.045<.05), average expenses per 1 person(p=.003<.01) and source of information(p=.037<.05). Third, Hypothesis3 analysis of this research showed that there was a significant difference in selective attribution by lifestyle type. There was a significant difference in taste and quality of food(p=.000<.001), cleanness(p=.000<.001) and accessibility(p=.018<.05).
  • 9.

    The Effect of Dysfunctional Customer Behavior on Employees' Emotional Exhaustion and Service Sabotage in Restaurant Industry

    Jeong,Chang-Yoon | Kim, In-sin | 2015, 39(3) | pp.143~156 | number of Cited : 29
    Abstract
    This study aims to (1) explore factors of dysfunctional customer behavior that the restaurant contact employees perceive, (2) investigate which factors have more impacts on causing their burnout while on the service floor and (3) identify the relationships among the employees’s burnout, service sabotage and job performance. The proposed model was experimentally tested using data collected from 259 restaurant employees in two major cities, including Seoul and Busan, in South Korea. The results indicated that (1) there are four factors of dysfunctional customer behavior identified, including intentional access, abusers, compensation, rude/disturbing behavior and except for intentional access, three of those significant factors of dysfunctional customer behavior have impacts on employees’ burnout and (2) burnout affects both service sabotage and job performance, but the relationship between service sabotage and job performance was not significant. The theoretical and managerial implications were discussed.
  • 10.

    A Review of Research Trend on Marketing in Hospitality and Tourism

    Park, Hee-Jun | Chong,Yu-kyeong | 2015, 39(3) | pp.157~171 | number of Cited : 14
    Abstract
    The current research aims to analyse research trends on 417 research articles published from 2012 to 2014 in Journal of Tourism Science. Classifying and analysing researches to understand research trends has been used two methods; classifying using research topic that needs classification system and classifying using key world that has been indicated by authors. The current research analysed 303 research articles out of 417 using a content analysis method based on the research topic particularly in marketing area. 35 marketing topics that has been developed by previous research were applied to present the distribution and two researches were compared the results. In addition the frequency of industries, subjects, research methodologies, and analysis methods that have been studied were also presented to understand the research trends. The results of this research provides future research direction based on the discussion.
  • 11.

    The Effects of Country Image on K-Food Involvement, Korean Food Image and Food Tourism Behavioral Intention: Focusing on the Chinese Residents in Beijing and Shanghai

    Piao, Zhen-Xian | Hwang Johye | 2015, 39(3) | pp.173~193 | number of Cited : 16
    Abstract
    The Food ''Hallyu'' that started with K-DRAMA and K-POP is now gaining more momentum, spreading to China. The purpose of this study is to develop a new variable called "K-FOOD Involvement" and to examine the relative effects of Affective and Cognitive Country Image on K-FOOD Involvement, Korean Food Image and Food Tourism Behavioral Intention. The convenience sample consists of 257 Chinese residents in Beijing and Shanghai in China. Descriptive statistic, Factor Analysis, Reliability Analysis and Structural Equation Modeling were used to examine the relationships among the study variables. The results were as follow: First, Affective Country Image has positive effects on K-Food Involvement and Korean Food Image while Cognitive Country Image does not have significant effects on those variables. Second, K-Food Involvement has a positive effect on Korean Food Image, which, in turn, has a positive effect on Korean Food Tourism Behavioral Intention. The current study also provides academic and practical implications for food tourism research and the food tourism industry.
  • 12.

    Positioning Strategy of Global Franchise Coffee Shop's Brands in Busan, Korea

    Yim Hui-rang | Lee Sangmook | Hak-Seon Kim | 2015, 39(3) | pp.195~206 | number of Cited : 14
    Abstract
    The purpose of this study is to investigate positioning strategy according to global franchise coffee shop brands. Discriminant Analysis was utilized to suggest methodological framework that seeks to find their relative positions in the coffee shop brands. As a result, the results show that six factors (employee’s service, brand image, physical environment, marketing, coffee quality, and accessibility) were extracted from Exploratory Factor Analysis that contains twenty seven questions related to service quality of coffee shop. Second, Discriminant Analysis revealed that three factors out of six including brand image, physical environment, and accessibility showed the highest discriminant power. Based on the three factors, positioning maps were made and the location of five brands were identified.
  • 13.

    The Acceptance of eWOM and Continuance Intention to Use among Restaurant Consumers : Application of Modified Triandis Model

    Choi, Soo-Ji | Namkung Young | 2015, 39(3) | pp.207~227 | number of Cited : 21
    Abstract
    The purpose of this study was to 1) examine the effects of perceived consequence (external motivator), emotional factor (internal motivator), and social factor on word-of-mouth acceptance, 2) investigate the effects of facilitating condition, and habit on continuance intention to use, and 3) examine the relationships between word-of-mouth acceptance and continuance intention to use by modified Triandis model. A total of 559 samples obtained via an online survey service were used to examine the validity, reliability and adequacy of the research model and verify 6 hypotheses on this basis. Among the components of the Triandis model, emotion, perceived consequence, and social factor were found to have significant positive(+) impacts on word-of-mouth acceptance, also habit and word-of-mouth acceptance had significant positive(+) impacts on the Continuance intention to use. On the other hand, facilitating condition did not have significant positive(+) impacts on the Continuance intention to use. This study will be utilized as basic data on the food service industry to understand the information search behaviors of food service consumers via social media, and eventually, to maintain great ties between media/information and these consumers.
  • 14.

    An Exploratory Study on Corporate Social Responsibility and New Strategic Management of Small Travel Agencies in Korea: Focusing on Types of CSR and Marketing Activities

    Min, Woong Ki | Kim, Nam Jo | 2015, 39(3) | pp.229~249 | number of Cited : 8
    Abstract
    The study pays attention to the change of business environment that companies should consider social and public value in their operation beyond making profits. It is difficult for small travel agencies to promote the public interest in their operation because they are too small to implement the management strategy of CSR except to make profit. Among structural problems of travel market, the opaque fixed price of travel products discourage consumers from trusting in travel agencies that implement CSR while economies of scale prevent small travel agencies from implementing CSR properly compared to major competitors. Accordingly small travel agencies should build new management strategies, develop new differentiated travel products, establish a network to communicate with distribution channels, segment a market, build a brand strategy. Finally, small travel agencies in Korea need to apply the management strategy of CSR to secure public value demanded by more consumers.
  • 15.

    The Three Factor structure of Tourist Satisfaction at Marine Leisure Tourist Destination

    허진 | Youngjin Lee | 2015, 39(3) | pp.251~264 | number of Cited : 22
    Abstract
    According to recent studies, a product attribute or a service attribute asymmetrically affects overall satisfaction. Following the recent studies, this paper offers a categorization of attribute satisfaction with a Marine Leisure Tourist Destination by applying Three-Factor Model of Customer Satisfaction. According to the result, Natural resources are identified as ‘Basic Factors’, Food related attribute, Lodge related attribute, and Gudie & Information related attribute as ‘Performance Factors’, Accessibility in Tourist Destination as ‘Excitement Factors’. It is important for planners and marketers in tourist destination to recognize which attribute satisfaction leads to the increase in the overall satisfaction and the decrease in the overall dissatisfaction. Our study not only makes scholarly contributions to the study on marine tourism but also offers practical and useful suggestions on marine tourism planning.