2012, Vol.36, No.3

Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7

pISSN : 1226-0533 / eISSN : 2713-6388
https://journal.kci.go.kr/JTS

Smart Mobile Offices (SMO) have recently become a point of interest in the hospitality industry as Knowledge Management Information System (KMIS) tools. In this regard, hospitality management practitioners have specific interest towards the effective management of this technology which is individualized and customized depending on work environment. This paper explores the user’s adoption behavior of SMO's in a means-end framework, which helps understanding the linkage of (A)Attributes-(C)Consequences-(V)Values. An exploratory empirical study using a hard laddering approach provides a deeper understanding of the user’s adoption behavior to the SMO. The results from the Hierarchical Value Map (HVM) illustrate that SMO users who prioritize ‘SMO’s connectivity’, wanted the consequence of ‘No constraints for searching and downloading data’, and that they associated with a value for ‘Capable’.

Albeit the pervasiveness of studies on emotional labor and burnout, a causal relationship between them remains unidentified. The purpose of this study is to reexamine these issues and suggest some clues for resolving it. For this, the study raised two presuppositions: First, it is necessary to consider psychological aspects of EL to objectively predict consequences of it; Second, a configurational validity of MBI-HSS should be verified as a standardized measurement instrument to establish theoretical foundation of causal structure between EL and burnout. An empirical analysis was designed by multi-sampling methods and data were analyzed by multi-group CFA and SEM to verify factorial and structural invariance across multi-sample(airline cabin attendants and casino employees). The results revealed two significant findings: First, consequences of emotional labor of hospitality service workers are not same across different samples and this uncasuality is salient in emotive efforts; Second, two dimensions without reduced personal accomplishment of MBI-HSS are more valid than three dimensions. Based on these results, theoretical implications were discussed through by suggesting an alternative theoretical model.

The purpose of this study was to examine how to build customer loyalty through influencing the perception of service quality and to investigate methods of dealing effectively with service problems, by focusing on the moderator effect of customer involvement. Customers are attracted and retained when their needs are satisfied. To avoid lost customers, service recovery becomes a critical component of customer retention. A total of 230 samples were collected and analyzed, with emphasis on the relationships between the methods of dealing effectively with service problems, and service quality, relationship quality, satisfaction, and loyalty. The results showed positive effects among seven variables, and no effect on the correction of service problems and service quality to customer loyalty and satisfaction. Additionally, there was the moderator effect of customer involvement with each issue based on seven hypotheses. The problem of generalization in structural modeling regarding this involvement emerged; and in so doing indicating that customer involvement could be a criterion used to divide customers into different groups according to the context of various service related issues.